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
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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:
App Install/Download:
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Did this resolve the issue?
No
Yes
Check Battery History and Educate Customer
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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
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Did this resolve the issue?
Yes
No
No:
Perform a factory reset – Marshmallow
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Click on the URLs in each step to view the screenshot
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. |
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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