Frequently Questions

Below are frequently asked questions, you may find the answer for yourself

What should I do if my phone is always too hot?

It is normal that the smartphone device gets hot when playing videos or games on it or charging it because there are a lot of apps running in the background, however, we can prevent it from getting too hot if we follow the instructions below:

1. Turn off the function and apps seldom used such as Bluetooth, Wi-Fi, GPS etc.;

2. Turn down the brightness of the screen and reduce the screen sleep time;

3. Turn off the apps running in the background periodically and clear cache periodically to keep enough running space all the time;

4. Uninstall abnormal apps with bugs which may cause much heat during running;

5. Try not to use phone during charging unless necessary.

What should I do if the phone cannot connect to Wi-Fi?

Please check the possible reason and trouble shooting steps below to solve your issue:

1. Wi-Fi signal is too weak to establish the connection, please make sure the Wi-Fi signal is good enough when trying to connect;

2. Connection restrictions have been set on wireless router (such as MAC/IP filtering), please change the connection restriction of the router;

3. Phone firmware is faulty, please download the firmware from official website and update the phone.

What should I do if I cannot connect to computer?

Please check the possible reason and trouble shooting steps below to solve your issue:

1. USB devices are forbidden on the computer, please allow USB devices in computer Device Manager;

2. The USB data cable is broken, please check other USB port;

3. Phone firmware is faulty, please bring the phone to service center to fix the software, or download the corresponding firmware from official website and update the phone with it.

What should I do if the phone cannot identify a SIM card?

Please check the possible reason and trouble shooting steps below to solve your issue:

1. The phone is in Airplane mode or there is poor contact between the SIM card and phone, please turn off Airplane mode, and re-install the sim card to restore connection between the SIM card and phone;

2. One of the SIM card slots in dual-SIM phone is disabled, please enable the disabled SIM card slot via Dual-SIM settings to activate the SIM card;

3. The SIM card system is not supported by the phone or the SIM card is faulty, please replace with a SIM card with supported

system or replace with a normal SIM card;

4. The phone serial number (IMEI number) is lost, on dial screen, please enter ‘*#06#’ to view the phone serial number (IMEI number).

If the serial number is lost, bring the phone to a local service center;

5. SIM card deck or tray is deformed, which results in bad contact, please bring the phone to a service center;

6. Phone firmware is faulty, please bring the phone to a service center to fix the software, or download the corresponding firmware from official website and update the phone with it.

Why is the GPS not working?

Please check the possible reason and troubleshooting steps below to solve your issue:

1. The signal indoors is not strong enough for your current location, please walk around and find a place with better signal;

2. The firmware is not working, please download the firmware from the official website.

What should I do if the touch screen is not working?

Please check the possible reason and trouble shooting steps below to solve your issue:

1. The phone is interfered with due to the static electricity caused by the friction, please gently press the power button to turn off the screen and turn it back on. In most cases this fault can be solved with this step;

2. The phone screen is humid or wet, please wipe away the water on the phone screen to recover the screen-touch function;

3. There are some running applications that slow down the system, please wait until the system is back to normal or close corresponding applications;

4. The phone firmware or the screen itself is faulty, please download the firmware from the official website and update the phone.

What should I do if I cannot connect to LTE?

Please follow the trouble shooting steps below to solve your issue:

1. Restart your phone;

2. Make sure the mobile data is already enabled: please go to settings — Mobile networks –Enable data;

3. Update your system to the latest version: please go to settings–About phone–System updates;

4. Contact the local operator and check the coverage of LTE network.

What should I do if I cannot hear anything when receiving an incoming call?

Please check the possible reason and trouble shooting steps below to solve your issue:

1. The phone is abnormal. It is in Earphone mode even the earphone is not inserted, please insert and unplug the earphones. If the phone is still in Earphone mode while the earphones are not inserted, bring the phone to a service center;

2. Receiver  is blocked by dust or is covered by a protective film, please clean the earpiece, and avoid the earpiece being covered by a protective film;

3. Phone firmware is faulty, please download the firmware from official website and update the phone.