Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingBattery & ChargingBattery heating

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Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingBattery & ChargingBattery heating

Check for physical damage on the battery

Check if there are any physical damages on the battery.

Do you see a damage?

  • No
  • Yes

Yes:

Physical Damage

Physical damage on the device is eligible for return only if reported on receipt.

If customer does not report the issue immediately after delivery, it is considered CID (Customer Induced Damage)

Is the customer reporting the issue on receipt?

  • Yes
  • No

No:

Refer to service center

As this is a case of CID (Customer Induced Damage), refer customer to contact the Service center for paid repair

Do you see a damage?

  • No
  • Yes

No:

Check battery temperature

Click on the URLs in each step to view the screenshot

  1. Tap the Dialer icon
  2. Type *#*#4636#*#*
  3. Tap Battery Info
  4. Check Time since boot. If the device has not been rebooted in over a week (~168 hours), ask customer to reboot the device
  5. Check the Battery Temperature
  6. Under normal circumstances, battery temperature should be less than 50°C
 Stock Android screenshots. May vary on some devices 

What is the battery temperature?

  • Out of operational temperature (More than 48°C)
  • Within operational temperature (Less than 48°C)

Within operational temperature (Less than 48°C)

Device OK

  • Inform the customer that this is the normal operating temperature and the device is working fine.
  • Do not create return in this situation.

Out of operational temperature (More than 48°C):

Check battery usage

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 Settings icon

    OR

  3. Tap Menu
  4. Tap Settings
  5. Tap the Battery option
  6. This will show you the battery availability & usage on your device
  7. Select a service/component in order to view its battery usage
  8. You may select the service/component and change the settings to reduce power consumption
 Stock Android screenshots. May vary on some devices

Do you see battery-consuming apps?

  • Yes
  • No

Yes:

Uninstall misbehaving apps

Click on the URLs in each step to view the screenshot

Uninstall apps

  1. Tap Menu
  2. Go to Settings
  3. Select Apps
  4. Select the app to be uninstalled
  5. Tap Uninstall
  6. Confirm by tapping OK
  7. Wait until the uninstall is complete

Install apps

  1. Tap Menu
  2. Go to Play Store
  3. On the Play Store home page, Search for the app to be installed
  4. Tap Install
  5. Allow app to access the listed components and services
  6. Wait for the app to complete downloading
  7. Once the installation is complete, tapOpen to launch the app
 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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