Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesStock Android GuidesMarshmallow (6.x)Battery & PowerDevice not charging / No Power

Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesStock Android GuidesMarshmallow (6.x)Battery & PowerDevice not charging / No Power

Check hardware

Check if the customer is using the bundled charger, charging cable and battery. If not, inform the customer they should use the in-box charging accessories only.

Did this help?

  • Yes
  • No

No:

Try a different power outlet

Try charging the phone using a different power outlet.

Ek alag power outlet ka upayog karake phone ko charge karane ka koshish karen

 

If the device is off, leave the charger connected for a minimum of 15-20 minutes. If you see the device charging, press and hold the power button & see if it’s turning ON.

yadi device off hai, to charger ko isake lie connect chhod den minimum 15-20 minutes. yadi aap device ko dekhate hain charging, power button ko dabae rakhen aur dekhen agar yah on hai.

 

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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