Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingNetwork & ConnectivityNetwork & Connectivity relatedNetwork & Connectivity relatedWiFi Issues

Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingNetwork & ConnectivityNetwork & Connectivity relatedNetwork & Connectivity relatedWiFi Issues

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:

Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingNetwork & ConnectivityNetwork & Connectivity relatedNetwork & Connectivity relatedWiFi IssuesNo

Forget Network & Reconnect

Click on the URLs in each step to view the screenshot

  1. Scroll down for Notification Slider
  2. Scroll down again for Quick Settings.
  3. Tap WiFi.
  4. Long-Tap on the WiFi network which is saved
  5. Tap Forget Network.
  6. Confirm if the WiFi network is disconnected.

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

  1. Scroll down for Notification Slider
  2. Scroll down again for Quick Settings.
  3. Long-Tap WiFi.
  4. Tap the WiFi Network Name the customer wants to connect to.
  5. Type the correct wireless password.
  6. Tap Connect.
  7. You should now see the device connecting to the network.
  8. Confirm if it is connected. It should also show a Wi-Fi icon in the notification bar.

Did this resolve the issue?

  • Yes
  • No

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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