Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesStock Android GuidesMarshmallow (6.x)Battery & PowerBattery & Power TroubleshootingBattery & Power TroubleshootingBattery & Power TroubleshootingBattery or Device is heating up

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Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesStock Android GuidesMarshmallow (6.x)Battery & PowerBattery & Power TroubleshootingBattery & Power TroubleshootingBattery & Power TroubleshootingBattery or Device is heating up

Basic Checks

The battery drains faster / device heat up when you use the device for:

  • Intensive use of basic functions like calls, browsing etc.
  • Navigation or GPS for long periods of time.
  • Intensive camera use.
  • Watching a lot of videos.
  • Playing graphics-intensive games.
  • Using apps for long periods of time, like Facebook and WhatsApp (The screen is on all the while)
  • Use only Brand approved chargers, batteries, and cables.
  • If the device heats up while charging, Check if the USB cable is damaged.

Did this help?

  • No
  • Yes

NO:

Restart the device

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

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

 

*Press and hold the Power button on your smartphone to Restart the device (If the restart isn’t available, turn Off and then turn On your smartphone).

 

If you want to know how long the device has been running, follow the steps below:

  • Open Settings
  • Scroll down and tap About Phone (If you don’t see this option, tap System and then proceed)
  • Tap Status
  • Scroll down and check Uptime (The time listed here is in hours. Anything above 168 hours needs to be restarted.)

Did this help?

  • No
  • Yes

NO:

Check Apps Battery Usage

Click on the URLs in each step to view the screenshot

  1. Pull down the notification panel and tap the settings icon.
  2. Tap the Battery option
  3. This will show you the battery availability & usage on your device
  4. Select a service/component in order to view its battery usage
  5. If required, tap adjust power usage and change the settings to reduce power consumption
 Stock Android screenshots. May vary on some devices

Is there a third-party app causing the issue?

  • No
  • Yes

Yes:

Uninstall/Update the App

Click on the URLs in each step to view the screenshot

App Uninstall:

    1. Pull down the notification panel and tap the settings icon.
    2. Scroll down and choose Apps.
    3. Look for the app you want to uninstall and tap on it. (In this case, we have shown the Flipkart App.)
    4. Now, tap Uninstall and then confirm by tapping OK.
    5. You should now see a confirmation that the app is successfully uninstalled.

App Install/Download:

  1. Open app draw and then Play Store.
  2. In the search box look for the app you want to download/install (In this case, we have shown the Flipkart App.)
  3. Tap Install
  4. Tap Accept to confirm.
  5. Once installed, tap Open to launch the App.

Did this resolve the issue?

  • No
  • Yes

Check Battery History and Educate Customer

  1. Pull down the notification panel and tap the settings icon.
  2. Scroll down and choose Battery.
  3. Tap the battery graph to view a details.
  4. Now, you should see the Battery History, a graphical representation of the battery discharge rate. Check the signal strength, awake and screen on time.
    Note: This resets every time the battery is charged to 100%.
  5. Example 1 (Poor Network Signal)
    • As signal strength decreases, the device requires additional power resulting in battery drain.
    • The cost of 1 hour’s worth of calls is 150mA, assuming a strong signal (Green). So, on a 2000mA battery, it takes 8% of total capacity (8% =150/2000).
    • This means the same 1 hour of calls could cost as much as 23% of battery life (23% = 450 / 2000)
    • If the customer’s home or office is at a location with poor network signal, the battery may last less than normal.
    • Compare the colour of the network in the image to the ‘signal strength vs. battery usage’ below.
  6. Example 2 (Wake Lock)
    • (Refer Example 2) If the “Awake” is more than “Screen ON”, then you might have installed an app which has a wake lock.
    • Wake lock is used by app-developers to control the power state of the device. It can be used to keep the processor running and sometimes prevent screen from dimming or going off.
    • Apps like Anti-virus and Battery savers come with wake locks, so that they can monitor the device without interruptions. We suggest not to have these apps as Android is a safe operating system and manages battery well by itself.

 

Reference image for signal strength vs. battery usage.

Did this resolve the issue?

  • No
  • Yes

NO:

Check of OTA update – Marshmallow

Things to remember before the update:

  • Make sure the customer is connected to WiFi. (If Wi-Fi issue, the customer may have to use the mobile data)
  • Make sure the battery is charged above 50% or is connected to the charger during the update
  • Ask the customer to backup any important data, if required.

Click on the URLs in each step to view the screenshot

    1. Pull down the notification panel and tap the settings icon.
    2. Scroll down and choose About Phone
    3. Tap System updates
    4. The device should now look for available updates.
    5. If an update is available, tap Yes, I’m in and assist the customer with the process.
  1. If an update is not available, the device will show you that the current software is up-to-date

Did this resolve the issue?

  • Yes
  • No

No:

Perform a factory reset – Marshmallow

WARNING
  • Inform the customer about data loss.
  • If required, have the customer backup data.
  • Make sure the battery is sufficiently charged.
  • If applicable, remove the SD Card from the device to prevent accidental formatting while resetting.

 

Click on the URLs in each step to view the screenshot

  1. Pull down the notification panel and tap the settings icon.
  2. Scroll down and choose Backup & reset.
  3. Tap Factory data reset.
  4. Tap reset phone.
  5. Tap Erase everything to initiate the factory reset.

 

Note: During setup after the reset, please make sure the customer doesn’t restore the settings. Inform the customer to set it up as a new device. (Some Settings or Apps might be the root cause of the actual issue).

Also, request the customer not to install apps from unknown sources like third-party websites or through SHAREit. Apps must be downloaded only from the Google Play Store.

Did this resolve the issue?

  • Yes
  • No

No:

Check for replacement policy

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 policy?

  • Yes
  • No

No:

Refer to authorized service center

  • Refer customer to an authorized service center
  • Document the steps taken and wrap the call

 

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