Basic Check
Perform the below basic check before you go to the next step:
- Check if the customer has entered the right WiFi security details.
- Check if the WiFi Router is connected to the internet.
- Verify that the device is in range.
- Check if AIRPLANE MODE is OFF.
Did this resolve the issue?
No
Yes
No:
Forget Network & Reconnect
Click on the URLs in each step to view the screenshot
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Now click on the below link to reconnect
Reconnect Network
Reconnect Network:
Reconnect WiFi Network
Click on the URLs in each step to view the screenshot
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Did this resolve the issue?
Yes
No
No:
Reboot to Safe Mode
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NOTE: REBOOTING IN SAFE MODE WILL ONLY LOAD THE SYSTEM APPS |
Click on the URLs in each step to view the screenshot
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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