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The phone won’t power on or charge
The screen of the phone will not turn and appears black.
The phone is frozen
Hold the power button and volume down button together for 10-15 seconds until the phone vibrates. Release both buttons after the phone vibrates. The phone will restart.
The USB cable or connector is damaged
Plug the phone into an adequate power supply. Visually inspect the USB cable for any damage or exposed wires. Replace the USB cable and/or the power brick.
The battery is faulty
Remove the back panel of the phone and ensure the battery is installed in the correct orientation. Use this guide to help.
The USB port on the device is broken or clogged
Make sure the port if free and clear of any debris. Replace the USB port on the device.
The power button on the device is broken
Replace the power button on the device.
Headphones or auxiliary audio cable will not produce sound
No sound is produced by headphones or sound systems plugged into the phone through the 3.5mm headphone jack.
Headphone jack is not making proper connection to plug
Make sure the port is free and clear of any debris.
The audio cable is broken
Visually inspect the audio cable for and twists, breaks, or exposed wires. Replace the cable with a new or undamaged cable.
The audio/headphone device is not working properly
Verify the audio device is working with a different phone.
The audio/headphone port on the device is broken
Replace the 3.5mm headphone port on the device.
The phone won’t connect to a bluetooth device
The phone won’t connect/pair to device or won’t stay connected.
The bluetooth device is not in pairing mode
Put the bluetooth device in pairing mode before trying to connect. Consult for bluetooth devices manual for specific instructions.
The phone is having issues reconnecting to the bluetooth device
Restart the bluetooth by turning it off and back on. Forget the bluetooth device by going to settings, Bluetooth and other devices, remove device your having issues with and repair. Repair the bluetooth device to the phone.
The phone is not executing the pairing procedure
Restart the phone by holding the power button and sliding the screen down when prompted.
The phone won’t connect to WI-FI
The phone won’t connect to a wireless internet network(WI-FI).
The wireless network (WI-FI) is not working properly
Check the connection on a different device to verify the network is working properly.
The phone is having issues reconnecting to wireless network(WI-FI)
Forget the WI-FI network under settings. Go to settings, WI-FI, Manage, Know networks, Press and hold on network causing issue, Tap delete.
The phone won’t connect to any wireless networks(WI-FI)
Restart the WI-FI by turning it off and back on under settings, WI-FI.
The phone is frozen and is not responding
The phone does not respond to any touch or button inputs.
The phones software has stopped working
Hold the power button and volume down button together for 10-15 seconds until the phone vibrates. Release both buttons after the phone vibrates. The phone will restart.
The phones software is not recognizing inputs
Remove the back panel and remove the battery. Wait 10-15 seconds and reinstall the battery. Power on the device and plug it into a charger.
The phone has a faulty motherboard
Try the above methods to troubleshoot the phone. If neither works, the problem could be a faulty motherboard which may need to be repaired or replaced. This guide describes how to properly replace the phones motherboard.
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