Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingNetwork & ConnectivityBluetooth Issues

Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingNetwork & ConnectivityBluetooth Issues

Basic Check

Before moving on to other procedures, make sure the following steps are performed:
  • Check if the Bluetooth on the device is ON.
  • Check if the Bluetooth Device is Discoverable.
  • Check if the other Bluetooth device is in range
  • Check if it can connect to another Bluetooth Device.

 

Did this resolve the issue?

  • Yes
  • No

No:

Disable/Enable Bluetooth & Reconnect

 

Click on the URLs in each step to view the screenshot

Enable Bluetooth

  1. Drag down the status bar to view the Quick Settings panel
  2. Tap the Bluetooth icon to enable Bluetooth

    OR

  3. Tap Menu
  4. Tap Settings
  5. Tap the Bluetooth option
  6. Slide the Bluetooth switch to enable Bluetooth

Connect to a Bluetooth device

  1. Once Bluetooth is enabled, select one of the available devices to start pairing
  2. Tap Pair when you see a pairing request
    NOTE: The recipient device will also see a pairing request and will need to accept the request
  3. The new device will now be listed as a Paired device
  4. You may now send/receive files to/from this device
Stock Android screenshots. May vary on some devices

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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