Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingNetwork & ConnectivityNetwork & Connectivity related3G/4G Network issue

Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingNetwork & ConnectivityNetwork & Connectivity related3G/4G Network issue

Enable and Disable Airplane Mode

 

Click on the URLs in each step to view the screenshot

  1. Drag down the status bar to view the Quick Settings panel
  2. Tap the Airplane icon to enable Airplane mode

OR

 

  1. Tap Menu
  2. Tap Settings
  3. Select More
  4. Tap the slider to enable Airplane mode
Stock Android screenshots. May vary on some devices

Is the issue resolved?

  • No
  • Yes

No:

Check 3G/4G Settings

***Note:

  • Make sure the SIM settings that are being changed are for the SIM that is selected for Data Service.
  • The details can be obtained from the Network Service Provider.
  • If the below is not an option, ask customer to call the Network Provider and have the settings 'Sent' to his/her device.

 

 

Click on the URLs in each step to view the screenshot

  1. Open the ‘App Drawer‘.
  2. Tap ‘Settings‘.
  3. Tap ‘More‘.
  4. Now from the Menu, select ‘Cellular Network‘.
  5. From the menu, now select ‘Access Point Names‘.
  6. If it is a dual SIM phone, you would have an option to switch between settings of both , the SIM1 as well as SIM2.
  7. From the preferred SIM select ‘Access Point Name‘ and select the Setting used to access the Internet.
  8. Once you see the ‘Edit Access Point‘ screen, verify details given by the Network Service Provider.

 

Did this resolve the issue?

  • Yes
  • No

No:

Swap SIM

Request the customer to try with another SIM to eliminate SIM Issues.

Are data services working after using another SIM?

  • No
  • Yes

Yes:

Wrap the call

  • Check if the customer needs assistance with any other issues
  • If not, add incident notes and wrap the call

 

No:

Reboot to Safe Mode

NOTE: REBOOTING IN SAFE MODE WILL ONLY LOAD THE SYSTEM APPS
Click on the URLs in each step to view the screenshot

  1. Long press the Power button at the top
  2. Tap and hold the Power off option
  3. Tap OK to reboot to Safe mode
  4. Once the device reboots, you will see a “Safe mode” alert
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

 

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