Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingDisplayNo Display

Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingDisplayNo Display

Check for physical damages

Check if there are any physical damages on the device

Do you see any damages on the device?

  • 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 any damages on the device?

  • No
  • Yes

No:

Charge the device

  • Try charging the device (only with OEM Charger) for 10 minutes
  • Ask customer to press and hold the power button for 10 seconds and try powering on the device

Did this resolve the issue?

  • Yes
  • No

No:

Perform a hard reset

NOTE:
  • The key combinations may vary from device to device. If the Volume Down+Power Key does not work, try other combinations (Volume Up+Power Key, etc.)
  • Key functions to move down, select etc may vary from device to device
  • Make sure to backup data if possible (remove SD Card & SIM)

 

To do a factory data reset, follow these steps:

  1. If your phone is on, turn it off.
  2. Press and hold the Volume up button and the Power button at the same time until the device turns on.
  3. Press the Volume down button to select “Recovery mode.” If you need to navigate to the “Recovery mode” option, use the Volume up button to move the arrow and the Volume down button to select it.
  4. You’ll see an image of an Android robot with a red exclamation mark and the words “No command.”
  5. While holding down the Power button, press the Volume up button and release it.
  6. Use the volume buttons to scroll to “wipe data/factory reset” and press the Power button to select it.
  7. Scroll down to “Yes – erase all user data” and press the Power button to select it.

Your Android device will erase all of your data and restart with its factory settings. You’ll see the Welcome screen just as you did when you turned the device on for the first time.

 

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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