Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingCamera & ImagingCamera IssuesCamera IssuesCamera IssuesCamera ‘Picture Quality’ is not good

Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingCamera & ImagingCamera IssuesCamera IssuesCamera IssuesCamera ‘Picture Quality’ is not good

Educate the Cutomer and Perform Basic Check

Make sure that the customer does not have a perspective issue over an actual problem with the camera of the device.

Most customers have a misconception that “Megapixel” is a term used to measure the clarity of the picture, which is incorrect.

 

Megapixel refers to the size of an image. Megapixel means one million pixels. The resolution of digital cameras and camera phones is often measured in megapixels.

 

 

Educate the customer that two devices from different manufacturers, but having cameras with the same Megapixel count can have different quality photos. The quality of a photo also largely depends on other factors, such as: the quality of camera lenses used, the technology, software of the camera app etc.

 

 

Did this resolve the issue?

  • No
  • Yes

No:

Check Image Resolution

The camera app gives multiple image capture options such as Beautification Mode, HDR, Low-Light, Auto etc. Unfortunately, the resolution (Megapixel) changes when these options are selected.

 

  1. Check under the camera app settings, if the capture option is set to “Auto“.
  2. Under “Settings” select “Resolution
  3. Make sure the resolution is set to the suit the Customer’s satisfaction.

Did this resolve the issue?

  • No
  • Yes

No:

Clear Camera Cache

Click on the URLs in each step to view the screenshot

  1. Drag down the status bar
  2. Tap the Settings icon

OR

  1. Tap Menu
  2. Go to Settings
  3. Select Apps
  4. Swipe right to “All”
  5. Select the app you are experiencing issues with
  6. Select Force Stop followed by Clear data Clear Cache
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:

 

Click on the URLs in each step to view the screenshot

  1. Drag down the status bar
  2. Tap the Settings icon

OR

  1. Tap Menu
  2. Go to Settings
  3. Select About Phone
  4. Select System Updates
  5. Your device will check for updates
  6. If no updates are available, you will see a message stating that your phone is up-to-date
  7. If an update is available, follow the on-screen instructions to download and install the update
  8. After the update is complete, reboot the device and check if the issue is resolved
Stock Android screenshots. May vary on some devices

Did this resolve the issue?

  • No
  • Yes

No:

Perform a soft reset

WARNING: Performing a reset will erase all data on the device

 

Click on the URLs in each step to view the screenshot

  1. Tap Menu
  2. Go to Settings
  3. Select Backup & Reset
  4. If you would like to back up and restore your personal data, check the Back up my data and Automatic restore check boxes.

    Note: If you are unsure if a 3rd party application is causing the problem, we recommend that you uncheck the Automatic restore option. This will allow you to manually reinstall the applications individually to try and determine if a certain application may be causing the problem. You may download them again by going to Play Store > My Apps > ALL

  5. Select Factory data reset
  6. Tap Reset Phone
  7. Confirm reset and follow on-screen instructions to begin the process
  8. Device will reboot and will be reset to factory settings
Stock Android screenshots. May vary on some devices

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

 

Leave a Comment