Basic Check
Reboot the device: Smartphones are just like computers. They have Processes and Services running in the background and need a reboot regularly (At least once a week). If these processes and services are running for long time without a restart, they may cause issues.
Rebooting your device gives it a fresh start and is sometimes all you need to fix your issue.
Ensure that customer is using the stock Camera app and not a third-party app
Did this resolve the issue?
No
Yes
NO:
Check Camera Settings

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Did this resolve the issue?
No
Yes
No:
Clear Camera Cache
Click on the URLs in each step to view the screenshot
OR
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Stock Android screenshots. May vary on some devices ![]() |
Did this resolve the issue?
No
Yes
No:
Check for FOTA updates
Software updates are released periodically and may contain performance enhancements for the device.
Follow these steps to check if you have the latest software:
OR
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Stock Android screenshots. May vary on some devices ![]() |
Did this resolve the issue?
No
Yes
No:
Perform a soft reset
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WARNING: Performing a reset will erase all data on the device |
Click on the URLs in each step to view the screenshot
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Stock Android screenshots. May vary on some devices
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Did this resolve the issue?
No
Yes
No:
Check If Device Under replacement policy period
If the customer is calling within the policy period, follow the replacement policy.
If the customer is calling after the policy period,
- Refer him to an authorized service center.
DO NOT ISSUE A REPLACEMENT
Is the device under replacement warranty?
No
Yes
No:
Refer to Service Center
- Refer the customer to an authorized service center to fix the issue
- Document the steps taken and wrap the call