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• If you don’t remember your Google account credentials, complete Google
account recovery procedures.
• If you still cannot access your phone, apply to the authorised repair centre, but
remember that it will not be regarded as a warranty case.
I forgot some passwords/codes/keys on my phone
• Perform a factory data reset.
• If you still cannot access your phone, apply to the authorised repair centre, but
remember that it will not be regarded as a warranty case.
No action after touching the touch screen
• Check whether there is any damage to the screen. If yes, please back up your
data and take your device and proof of purchase to our repair centre to get more
professional technical assistance.
• If the issue occurs while using a third-party app, make sure the app is compatible
with your device and Android version. Try uninstalling the third-party app.
• Check if the issue occurs during charging. If yes, we recommend trying the
official charger and data cable.
• (Note: The voltage instability of non-standard chargers and data cables may
cause the touchscreen to become unresponsive).
• Make sure the temperature where the device is being used is neither too hot
nor too cold. The standard working temperature of the capacitive touchscreen is
-10°C~60°C. Excessively high or low temperatures will cause the touchscreen
to become unresponsive.
• If there is a screen protector on the screen, see if the touchscreen works after
removing it.
Make sure there are no stains such as water or sweat on the touchscreen. If
there are, wipe the screen and try again.
• If it still doesn't work, reset the phone or update software
Cannot turn on camera flash mode
• Charge your device until the battery level is at least 30%. Camera flash cannot
be used when the battery is running low.
• Clear the cache of the 'Camera' app.
• To clear an app's cache: go to the main menu -> select "Settings" -> "Apps" ->
select "App info" -> select "Camera" -> select "Storage" -> select "CLEAR
DATA" and "CLEAR CACHE".
• Drag down the quick settings bar in any interface, touch the flashlight icon to
check whether the flash on your device works.
• Check whether the camera is set to the special shooting mode. In order to
achieve a certain effect, the program will prohibit the use of the flash. Please
revert to normal camera shooting mode.
How to back up my device data
• Go to Settings > System > Backup (refer to “4.23 System > Backup” )
• You can also back up your data to another phone via the Switch Phone app.
Swipe up the home screen to find the search bar and enter Switch Phone,
transfer data by following the instructions.
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General
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