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Knowledgebase
Android Phone Troubleshooting
Posted by Shirley from Chinavasion.com Support on 14 11 2013 01:20 PM
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Does not turn on 1. Check whether the battery is fully charged. 2. Check whether the battery fits perfectly, the battery contacts and battery terminals are intact. 3. Have a try to power cycle the device: -Disconnect the battery for a while. -Press and hold power button (without battery) for 1-2 seconds. -Reinsert the battery and try to turn on. 4. Try to turn on the phone while the charger is connected to the phone.
- Does any indicator LED or the screen light up (blinking) during charging or when you try to turn on?
If you still face difficulties, please let us know the results of the above troubleshooting advice.
Charging problem 1. Check whether the charger cable is connected perfectly. 2. Check whether the USB cable and charging port on the phone and the power adapter are in good condition. 3. Generally the cellphones support charging with wall charger and also with computer USB port. Please test . 4. Almost all modern smartphones have a micro USB charging port. As long as your device has micro USB port, you may test the phone with another standard charger and USB cable. In this way you can isolate the issue. In case an accessory is defective, please contact support@chinavasion.com with related order number, item code and detailed issues so that we can help.
5. Try to: -Disconnect the batter for 30 seconds. -Press and hold power button (without battery) for 1-2 seconds. -Reinsert the battery and try to turn on.
- Does the power indicator light up on the power supply (if applicable)?
- Does the notification LED light up on the phone (if applicable)?
- Does the screen light up when the charger is connected?
- Does the computer show any notification when the phone is connected via USB port?
- Maybe the device indicates charging but actually the battery is not charged?
If you still face difficulties, please let us know the results of the advice above.
Pre-installed or downloaded _______ app always crashes 1. If a particular application malfunctions, - closes by itself or displays error messages, then try to delete app cache and app data. To do this, go to Settings > Apps. Choose “ALL” apps locate the app in question. Press “Force stop”, “Clear data” and “Clear cache” buttons. Restart the phone and run the app again. * If this does not help, uninstall the app and reinstall again. 2. Perform factory data reset. It restores all the default factory settings. User data will be deleted. Now check if the same malfunction happens when there’s no any 3rd party app installed. Factory data reset can be found under Settings > Backup & reset menu. On some Android systems you may find it either in Settings > Privacy, or Settings > Storage, or directly in Settings menu. *clear data and clear cache may delete some saved data from the app
- When and how often does it happen?
- What is the error message (if any)?
If you still face charging difficulties, please let us know the results of the advice above.
The Android phone freezes 1. Check if the issue happens by a pattern. For example when using some certain app, visiting a particular website, playing games, while charging, during calls, when some functions (GPS, WIFI, Bluetooth, 3G, etc) is enabled? 2. If you notice that the issue happened after installing some apps, try to uninstall recently installed apps. 3. If a particular application malfunctions, closes by itself or displays error messages, then try to delete app cache and app data. To do it, go to Settings > Apps. Choose “ALL” apps locate the app in question. Press “Force stop”, “Clear data” and “Clear cache” buttons. Restart the phone and run the app again. * If it did not help, try to uninstall the apps and reinstall again. 4. Perform factory data reset. It restores all the default factory settings. User data will be deleted. Now check if the same malfunction happens when there’s no any 3rd party app installed. Factory data reset can be found under Settings > Backup & reset menu. On some Android systems you may find it either in Settings > Privacy, or Settings > Storage, or directly in Settings menu. *clearing data and cache may delete some saved data from the app
- When and how often does it happen?
- What is the error message (if any)?
Downloaded app ______ cannot be installed, it appears to be incompatible. While our Android cellphones support most of the available apps from the Play Store, however Chinavasion cannot test and guarantee the compatibility with all apps.
Some apps may be unavailable in a region, also some apps requires a special software or hardware feature. In these cases, using an alternative app store or downloading the necessary app from the Internet may help.
How to connect the Android device to a PC? 1. Connect the device to a PC by using the supplied USB cable. 2. The phone will show a “USB connected” notification. You may have to open or pull down the notification bar. 3. Select the USB notification. A new screen should appear with a button “Turn on USB storage” Touch this button. Now the computer should recognize the Android phone’s storage as a mass storage device (removable USB drive).
Additional drivers are not required for file transfer.
The computer may search for ADB drivers. This option is available only for developers. We cannot provide ADB drivers.
On some, mostly older Android devices “USB debugging” option needs to be enabled. It can be found either in Settings > Developer options, or Settings > Applications > Development menu.
The phone does not play sound Is there a problem with the speaker on the back, which plays multimedia sounds and ringtones? 1. Please check the sound settings. Settings can be found in Settings > Sound or Settings > Audio profiles. 2. Please check the volume settings. 3. Set the profile to General mode.
Is there a problem with the earpiece speaker, which is used for voice calls? 1. Check whether the mobile network signal reception is excellent. 2. Please use the volume control buttons to adjust the volume during call. 3. Check the call sound quality with a wired headset and also with the speakerphone function.
Is there a problem with the headset or headphone? 1. Check whether the audio jack is connected perfectly. 2. Check if there’s any difference if you move the plug or wiggle the cable. If so, please try to clean the plug. Use rubbing alcohol. 3. Check whether the audio port is not blocked by dust particles. 4. Test it with another standard earphones, headphones or headset.
How to change ringtone? There are several ways to set a song as a ringtone. 1. Sound settings can be found in Settings > Sound or Settings > Audio profiles menu. Select a profile and customize it as you wish. 2. Use default music player app to play the song. Press the menu button select option “Set as ringtone”. 3. Download a ringtone manager app from Google Play Store. Just look up for “ringtone” keyword, you will find dozens of ringtone apps. 4. Transfer the mp3 song to “Ringtones” or “Notifications” folder on the phone storage. These songs will automatically appear on the ringtone list among default ringtones. The instructions are general. The actual settings and menus may be different on various Android devices. How to restore factory settings? If you just want to revert the device back to default factory settings, then you need to perform a factory data reset.
You can reset your phone to Settings > Backup & reset menu. On some Android systems you may find it either in Settings > Privacy, or Settings > Storage, or directly in Settings menu.
Please note that user data will be deleted.
Another option is to perform factory data reset through recovery menu.
Generally, you can enter the recovery menu by pressing certain buttons while starting the device. The general steps are: 1. Turn off the device. 2. Press and hold the Volume - and power button 3. A triangle or an Android robot picture appears. Try pressing the Volume or Power button to enter the menu. 4. Use the Vol- and Vol+ to navigate, choose the wipe data/factory reset option 5. Confirm the selection with “yes” 6. After the wipe was done, choose “reboot system now”. The phone will restart with the default settings *7. If you cannot access the recovery menu, please have a try with Vol+, OR Vol- & Vol+ buttons together in step 2. The way you enter and navigate in the recovery menu may be slightly different between various phone models, however the basic principle is the same. Please note that entering recovery menu is not possible with all devices.
How can I sign out or remove Google account? Go to Settings > Accounts > Google account. Choose the account, press menu button and select “remove account” option. Unfortunately in most cases it will not work, - if service and apps already uses the account. The only option is to perform factory data reset. It restores all the default factory settings. User data will be also deleted.
Factory data reset can be found under Settings > Backup & reset menu. On some Android systems you may find it either in Settings > Privacy, or Settings > Storage, or directly in Settings menu.
How to connect with a Bluetooth headset? 1. Please check whether the Bluetooth headset is fully charged. 2. Enable pairing mode of the headset. Generally you need to press multifunction button for 7-8 seconds until red+blue lights start blinking. (Please refer to your Bluetooth headset’s user manual) 3. Enable Bluetooth function on the smartphone in Settings > Bluetooth menu (under Wireless and networks part) 4. Scan for available device. 5. When the new device shows up, select it and enter pairing code. (Usually the pairing code is either 0000 or 1234. Please refer to your Bluetooth headset’s user manual).
The touchscreen does not respond correctly For capacitive screens: Capacitive touchscreens are highly sensitive to charging voltage and current. Incorrect charger or battery may cause touchscreens to malfunction. 1. Please check if it happens regardless the charger is connected or disconnected? In case the issue is caused by battery or charger, please contact support@chinavasion.com with related order number, item code and detailed issues so that we can help. 2. If it happens when the phone is NOT on the charger, then perhaps you want to check whether that you’re not holding the device in such a way that the heel of your hand is touching the display on the sly. 3. If you can still access the menu, have a try to perform factory data reset. Factory data reset can be found under Settings > Backup & reset menu. On some Android systems you may find it either in Settings > Privacy, or Settings > Storage, or directly in Settings menu. Please note that user data will be deleted.
For resistive screens: The response of resistive touchscreens is different from capacitive touchscreens, as it is sensitive to pressure on a small surface unlike the capacitive screens. 1. Please use stylus or your fingernails for more precise navigation on the touchscreen. 2. Please recalibrate the touchscreen. Different phone models use different way for calibration. Look for “calibrator” or “touch screen” app on the app drawer menu; or check Settings or Settings >Display menu for calibration option.
How to set up 3G and MMS? Most mobile network service providers send 3G configuration message automatically. However some OEM or less well - known brands are not recognized by the provider so the configuration needs to be done manually buy the user.
1. Go to APN settings under Settings > Wireless and networks > More > Mobile networks > Access point names. 2. Press menu button select "New APN" then enter the parameters according to your provider's settings. 3. When done, press menu button, select "Save". Select the created APN. 4. Go back to Settings > SIM management menu and chose correct SIM card for data traffic and enable data connection.
As the wholesaler, Chinavasion does not provide customer support for 3G/GPRS/MMS configuration. Instructions are available from your cellular service provider’s website and service centers. Alternatively you can use an app to configure 3G like the app called Tweakker APN INTERNET MMS. https://play.google.com/store/apps/details?id=com.tweakker&hl=en This app supports most service providers, however we cannot guarantee the perfect operation with all networks and all cellphones. You can also find other 3G settings app in Google Play Store.
Why is the internal memory capacity less than the specified? We often get emails from our customers asking why the internal storage available for use on Chinavasion smart phone or tablet is less than what’s stated on the specification sheet. Please note, that the internal memory on Android devices with 4.0+Asystem version is split to multiple partitions. Please check the total storage capacity. Please note, that the ROM capacity is not equal with the internal storage available for the user. Some part of the ROM is allocated and reserved by the system and preinstalled apps.
Please check the following article about the internal and RAM memory capacity and how is it calculated: http://blog.chinavasion.com/index.php/11045/where-has-my-internal-storage-gone/
It’s not a unique issue with smartphones and tablets. Even flagship models, like the Samsung Galaxy S4 allows for only 9.15GB of actual accessible memory out of 16GB internal memory.
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