Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingDisplayDisplay issuesLine(s) on display

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Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingDisplayDisplay issuesLine(s) on display

Basic checks

Smartphones are just like computers. They have Processes and Services running in the background and need a reboot regularly (At least once a week). If these processes and services are running for long time without a restart, they may cause issues.

Rebooting your device gives it a fresh start and is sometimes all you need to fix your issue.

Did this resolve the issue?

  • Yes
  • No

No:

Check for app-specific behaviour

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:

Reboot in 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:

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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