Troubleshooting
My phone is not working as expected
If you experience problems with your phone, check these tips before you try anything else:
•Restart your phone.
•Remove and
•Update your phone. Updating your phone ensures optimal performance and provides the latest enhancements. See Updating your phone on page 114 for more information.
•Reset your phone.
Be patient while resetting your phone. Restarting the phone during a reset procedure may damage the phone permanently.
Resetting the phone
You can reset your phone to its original settings. When you perform a factory data reset, you reset the phone to the state it was in before you turned it on for the first time, and all personal data is erased. You can also reset the phone to the original settings without erasing your personal data. Before you perform a reset, make sure to back up any important data saved on your phone.
To reset the phone without erasing personal data
To avoid permanent phone damage, do not restart the phone while a reset procedure is underway.
1From your Home screen, tap 
.
2Find and tap Settings > Backup & reset.
3Tap Settings reset > Reset phone.
4To confirm, tap Reset settings.
To perform a factory data reset
To avoid permanent phone damage, do not restart the phone while a reset procedure is underway.
1From your Home screen, tap 
.
2Find and tap Settings > Backup & reset.
3Tap Factory data reset > Reset phone.
4To confirm, tap Erase everything.
I cannot charge the phone
The charger is not properly connected or the battery connection is poor. Remove the battery and clean the connectors.
No battery charging icon appears when phone starts charging
It may take a few minutes before the battery icon appears on the screen.
The battery performance is low
Follow our smart tips on how to get more out of your battery. See Improving battery performance on page 14.
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