Support

FAQ

• 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 or pair with bluetooth?

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

  1. The Bluetooth version in two devices are different, please check the version of Bluetooth or Bluetooth earphones of the other device. Where possible, pair your device with the one that has the same version of Bluetooth or Bluetooth earphones;

  2. The connection distance is over the limit, please use Bluetooth within a valid connection distance;

  3. The Bluetooth earphones are set as not discoverable to other devices, please set the Bluetooth devices as discoverable via [Settings];

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

• What should I do if I am not able to take photos?

  Please update the firmware to the latest version.

• What should I do if the screen flickers?

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

  1. You enabled [Automatic brightness], please disable it;

  2. Applications installed are not compatible, please uninstall or update those incompatible applications;

  3. The phone suffers strong ambient electromagnetic interference, please keep the phone far away from sources of strong electromagnetic interference.

• What should I do if the earphone is noisy, or there is no earphone input sign on the phone after inserting it?

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

  1. Using earphones while the phone is charging may cause noises due to current interference, please try to avoid using earphones while the phone is charging;

  2. The earphone sound hole is blocked or polluted, please clean the earphones and make sure the earphone sound hole is open;

  3. The jack pin function definition of the earphones in use does not match the earphone socket standard of the phone, please use the original earphones or those earphones that comply with the phone socket standards;

  4. Phone firmware is faulty, please download the latest firmware from the official website and update the phone;

  5. Earphones are damaged or faulty, please try another pair of earphones to check if the fault remains. If not, that means the fault is caused by the earphones themselves, so replace them with some working earphones.

• 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.

• What should I do if I am not able to make calls?

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

  1. The phone is in Airplane mode, please turn off Airplane mode;

  2. The PIN code of SIM card is locked, please use the PUK code of SIM card to unlock the PING code (the PUK code can be obtained by providing the carrier with the SIM card service code);

  3. Call barring is set for the phone, please cancel the call barring for the phone;

  4. The phone serial number (IMEI number) is lost, On dial screen, 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. Serious ambient interferences, weak signal, or signal blind spots, please tap [Settings] -> [About phone] -> [Status] -> [SIM status] -> [Signal strength]. Make sure the absolute value of displayed number is less than 95dB;

  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.

• 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.

• What should I do if I cannot fully charge?

  If the OPPO phone is charged using a non-original charger, the software will identify it as non-standard charger and restrict the charging current so that the phone cannot be charged to full capacity. Moreover, if the charging temperature exceeds the normal range (0-45℃), the software will also restrict the charging input so that the phone cannot be charged fully.

  Phone charging environment: Keep the phone far away from heat sources, and avoid direct sunlight.

• What should I do if I cannot charge?

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

  1. Please replace the charger, USB data cable, battery;

  2. Reactivate, refresh the firmware.

• 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 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 the system crashes?

  1. If the phone has crashed during power-on, this is most likely due to low battery, faulty SIM/TF card, or faulty phone firmware (Linux kernel); please remove SIM card and TF card, then charge the phone and retry. If the fault still exists, update the phone firmware;

  2. If the phone has crashed when in use, it is most likely due to the fact that there are many applications running in the phone and the phone is overloaded for too long, which results in slow response. Or it is due to the bugs in running applications, or ROOT permission of the phone is broken, which results in system instability or system crash can also be caused by faulty firmware; please avoid running too many applications at the same time and avoid phone overload for too long. Uninstall or update the applications that have bugs, format the phone, and reset the phone with official firmware.

• What should I do if the phone auto powers off and on or reboots?

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

  1. The phone is powered off automatically due to low battery; please charge the phone when you see the low battery reminder;

  2.Bad contact of phone battery, please reload the battery and make sure that the battery has good contact with the phone;

  3. The automatic power-on/off function is turned on via phone settings, please uninstall or update the corresponding applications;

  4. There are too many running applications, which cause reboot due to low memory, please terminate unused applications to ensure sufficient memory for phone operation;

  5. The phone is under high load for a long time, which causes power-off due to overheat self-protection, please make sure the phone is running under allowed temperature range;

  6. Loose SIM card or bad contact between SIM card and phone, please reinstall the SIM card and ensure good contact with 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 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.

• How can I prolong my battery life on my mobile phone?

  Use the following guidelines to increase your battery life:

  1. Turn Bluetooth off when you do not need it;

  2. Please turn off scanning, disable Show WLAN availability in Wireless LAN settings when you are not using Wi-Fi;

  3. The brightness of the screen may affect the standby time of battery power. In the display settings, you can change the time-out (sleep) time, and adjust the brightness to auto;

  4. Leaving applications running in the background increases the consumption of battery power, please close the application you do not use;

  5. Please turn off vibrate function of your mobile phone, and just use the ring tone to prolong the battery life;

  6. Please try not to leave apps, pictures, video playing under background. 

  If the battery drains fast even though there is no features consuming the power, the battery may be wearing out and you need to replace it with a new one.

• What should I do if my phone does not switch on but keeps switching off on its own?

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

  1. Fully charge the battery according to the instructions listed in the user guide;

  2. Remove and re-insert the battery according to the instructions listed in the user guide (For phones with removable battery);

  3. Check that if you are using an original battery and charger compatible with your phone model (You can find compatibility information in your user guide);

  4. If you have access to another battery and charger of the same type as yours, try substituting them to determine if the issue is on the phone, the battery, or the charger;

  5. Make sure your device is running the latest software, please update it if not.