6 Step Trouble Shooting Guide

Before you begin, make sure that you've successfully backed up your personal data like contacts, pictures and apps stored on your device. If you'd like assistance backing up your data, click here.

If you suspect that your mobile device is faulty, this simple set of steps can help work out what's going on. Some common faults can be fixed by following the steps below. If you need help with troubleshooting, use our mobile interactive help manuals for step by step instructions.

Soft Reset

Reset your phone (Soft Reset)

A soft reset is a re-start of your device via the power button. Using the power button, simply turn your phone off and back on again. If the screen is blank or the phone is not responding, you can force a restart by following the steps below:

Samsung: Remove the battery (only applies to Samsung S5 models or prior) and wait for 10 seconds, replace the battery and press the power button. Your Samsung handset should then restart as normal.

OPPO: Use the built-in backup tool. Go to [Settings]   [Additional Settings]   [Back-up and reset], or click [Tools]   [Backup and Restore]. All your personal data, system data and applications will be backed up to phone storage.

Test your device after it restarts to see if the problem still exists.

If you've reset your phone and you're still having problems please continue to STEP 5