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Phone & Tablet Help

Use the symptom you can see to separate accessory, battery, screen, software, storage, signal, and liquid-damage problems. Start with reversible checks and protect your data before resets or repair.

Safety first: Power off and stop charging a device that is swollen, separating, smoking, hissing, extremely hot, or producing a chemical smell. Do not puncture or press a lithium battery.

Guide 1 of 6

Will not turn on or is stuck at the logo

First decide whether the phone is truly dead, running with a failed display, or unable to finish software startup.

Check these in order

  1. 1Connect one known-good cable and adapter directly to a working wall outlet for 30–60 minutes. A deeply discharged battery may show nothing for several minutes.
  2. 2Perform the exact forced-restart sequence for the model once. This does not normally erase data; random repeated button combinations can enter recovery modes.
  3. 3Call the phone from another device. Ringing, vibration, notification sounds, or computer detection with a black display points toward the screen rather than total power failure.
  4. 4Note whether it stops at a logo, restarts repeatedly, shows a recovery screen, or reports missing/full storage. Photograph the exact message.
  5. 5If a logo appears, avoid factory reset until backups and account recovery details are confirmed. Non-destructive update/recovery is safer than erasing first.
What the result means: No response with verified charging suggests the battery, port, or internal power path. Sounds/vibration with no picture suggests display failure. A repeatable logo or error suggests operating-system or storage trouble.

Guide 2 of 6

Slow, loose, or intermittent charging

Compare the accessory, physical port, wireless charging, temperature, and battery condition before replacing parts.

Check these in order

  1. 1Test the cable, adapter, and outlet separately with known-good compatible equipment. A cable may provide basic power while failing fast charging.
  2. 2Power off and inspect the port under bright light. Compacted lint often prevents the plug from seating fully; remove it only with a dry non-metal tool.
  3. 3If supported, compare wireless charging. Normal wireless charging with unreliable wired charging strongly points to the port or cable path.
  4. 4Remove the case and stop heavy apps during a test. Phones intentionally slow charging when hot; direct sun, games, navigation, and poor ventilation can trigger this.
  5. 5Check battery health and whether the screen/back cover is lifting. Back up data and arrange battery service if health is poor or the device works only while connected.
What the result means: A different charger fixing the issue identifies the accessory. Charging only at an angle or only wirelessly points to the port. Failure across wired and wireless charging with heat or age points toward the battery or charging circuit.

Guide 3 of 6

Battery drains quickly or the phone overheats

Separate heavy software use and weak cellular signal from battery ageing or an internal electrical fault.

Check these in order

  1. 1Open Battery Usage and compare screen, cellular, and app activity. One app using power continuously in the background is more meaningful than its position after heavy intentional use.
  2. 2Restart, install stable updates, and test for several hours without the suspected app, high brightness, hotspot, gaming, or navigation.
  3. 3Compare drain in airplane mode. A large improvement can point to weak signal, cellular-radio work, syncing, or a network-related app.
  4. 4Check battery health/cycle information where available. Rapid percentage jumps, shutdown above 0%, or operation only on a charger suggests deterioration.
  5. 5Let the device cool naturally on a non-flammable surface. Never use a freezer, water, or concentrated heat to change battery temperature.
What the result means: Drain linked to one app or weak signal is usually software/network load. Percentage jumps, unexpected shutdowns, swelling, or heat while idle/turned off require battery or board inspection.

Guide 4 of 6

Cracked screen, lines, flicker, or touch failure

Use screenshots and external signs to distinguish image software from damage in the physical display assembly.

Check these in order

  1. 1Remove the case and screen protector temporarily, clean/dry the glass, and restart. A protector or tight case can create missed or false touches.
  2. 2Take a screenshot and view it on another device. If the defect is absent there, the panel/cable is likely; if present, software or graphics rendering is possible.
  3. 3Map dead touch areas using a drawing app without pressing hard. Ghost touch after liquid or impact is a hardware warning, not something to solve by repeated resets.
  4. 4Back up data immediately while enough of the display still works. Spreading black areas, coloured lines, or intermittent image often worsen.
  5. 5Before ordering a screen, verify exact model/region, frame damage, biometric pairing requirements, warranty, and whether a swollen battery is pushing the display upward.
What the result means: A normal remote screenshot plus visible defects points to screen hardware. Defects captured in the screenshot and reproduced across displays point to software/graphics. Impact, liquid, frame bending, or lifting makes physical service the safer choice.

Guide 5 of 6

No service, calls, mobile data, Wi‑Fi, or Bluetooth

Determine whether the failure belongs to the carrier/account, SIM/eSIM, settings, one radio, or the whole network.

Check these in order

  1. 1Check whether other devices on the same carrier or Wi‑Fi are affected and review official outage status using another connection.
  2. 2Toggle airplane mode for 15 seconds, restart, and confirm the correct SIM/eSIM line is enabled with automatic network selection.
  3. 3For Wi‑Fi, forget and rejoin one known network. For cellular, inspect the carrier/account status and test the SIM in another compatible phone only if safe and permitted.
  4. 4Pause VPN, private relay, custom DNS, and filtering apps temporarily. If connectivity returns, repair that configuration rather than resetting everything.
  5. 5Use Reset Network Settings only after recording Wi‑Fi passwords, VPN/APN settings, paired devices, and eSIM implications; it will not repair antenna damage.
What the result means: Several devices failing together points to the provider/router. One phone failing on every network points to settings, account/SIM, radio, or antenna hardware. A failure immediately after a drop or liquid exposure needs inspection.

Guide 6 of 6

Storage full, app crashes, or software behaves strangely

Create working space and isolate one app before considering a full reset.

Check these in order

  1. 1Back up photos, messages, authentication codes, and irreplaceable app data before cleanup. A cloud sync icon is not proof that every file uploaded.
  2. 2Check storage by category. Remove downloaded media, offline maps, large message attachments, and unused apps you recognize—not unknown system folders.
  3. 3Keep several gigabytes or roughly 10–15% free so updates, databases, and temporary files can work.
  4. 4For one failing app, force-close it, update it, restart, and check its service status. Clear cache where supported before deleting app data.
  5. 5Use safe mode or remove very recent apps/profiles if the whole phone changed. Factory reset is the final step only after backup and account-lock details are verified.
What the result means: One app failing points to its data, permissions, or service. System-wide crashes with nearly full storage often improve after safe cleanup. Continued reboots, storage errors, or failed updates can indicate storage hardware failure.

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