SETTINGS & SERVICES FAQs
COMMON QUESTIONS
COMMON QUESTIONS
Select an issue from the dropdown:
  • 1:
    How to I ensure my device software is up-to-date?

    Visit our website and check the Support section for your product. You will find upgrade instructions and software if they are available for your device.

     
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  • 2:
    How do I copy files, music, and video between my phone and PC?

    To transfer files from your computer to your phone's storage card, you need to set the phone's storage card as a USB drive. Connect the phone to the computer using the USB cable, and then choose Disk drive from the on-screen menu that appears. The storage card is now mounted as a USB drive. Drag and drop the desired files to your PC to back them up.

     
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  • 3:
    What software do I need to synchronize my phone with my PC?

    HTC Sync allows synchronization between a phone and PC. You can find the latest version of HTC Sync, instructions, and drivers in the Support section of our website.

     
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  • 4:
    Will I lose all my calendar events, contacts, and email if I have to perform a factory reset?

    Yes, you will lose your data on the phone. However, if you have set up a Google account on your phone, your data is synchronized and backed up on your Google account.

    To setup a Google account, press Menu on the Home screen, and then tap Settings > Accounts & sync > choose Add Account > Select Google, and then tap Next > follow the onscreen instructions to enter the account information. Your Google account will automatically sync with your Google contacts, Google calendar, and Gmail.

     
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  • 5:
    How do I setup a VPN on my phone?

    To setup a VPN on your phone, please press Menu on the Home screen, and then tap Settings > Wireless & networks > VPN settings > Add VPN > select a type of VPN you want to create then input the VPN Settings. Press Menu > Save when you are finished.

    Note: Please ask your IT administrator for your VPN settings.

     
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  • 6:
    What could be causing my phone to get a poor GPS signal?

    The GPS signal cannot pass through solid non-transparent objects. Signal reception may be affected by obstructions such as high-rise buildings, tunnels, bridges, forests, weather (rainy or cloudy days), etc.

     
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  • 7:
    Which Bluetooth profiles and functions does the phone support?

    The phone supports the following Bluetooth profiles: Bluetooth Headset, Hands free, A2DP, and FTP, as well as other standard profiles.

     
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  • 8:
    How do I use Mobile Broadband Connect (use your phone as a modem)?

    Connect the phone to the computer using the provided USB cable. When the dialog box appears, tap Mobile Broadband Connect, and then tap Done. Note: The appropriate feature must be added to the plan to allow this function to work and VZ Access Manager must be installed on the PC before connecting the device.

     
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  • 9:
    Why does synchronization sometimes fail?

    This can occur when switching from or to a data or Wi-Fi connection or while you are out of service area. You may be prompted to login again before synchronization can complete.

     
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  • 10:
    I want to sync my device with my Mac; am I able to use HTC Sync to do this?

    HTC Sync is not compatible with Macintosh computers. While you will be unable to use HTC Sync to synchronize your PIM information, you can transfer files such as music, movies, photos, etc. by mounting your device as a Disk drive.

     
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  • 11:
    How do I share contacts with other people?

    To send contact information via email, Bluetooth, or MMS as a vCard, on the All tab of the People application, press and hold the contact you want to send, and then tap Send contact as vCard. Choose the Send type, and then tap Send.

     
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  • 12:
    How do I extend the backlight time?

    To adjust the time before the screen turns off after a period of inactivity, the phone screen turns off to conserve battery power. You can set the idle time before the screen turns off. From the Home screen tap Menu > Settings > Sound & display > Screen timeout. Tap the time before the screen turns off.

     
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  • 13:
    My display's/screen's image is inverted, faded, or discolored; what can I do to fix it?

    Perform a soft reset by powering the unit off or removing the battery. If the screen issue persists, back up all information on your device and perform a hard reset.

    Note: A hard reset will remove all information from your device. Make sure to back up all information before performing a hard reset.

     
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  • 14:
    What is the Leap feature?

    You can view all Home screens at the same time by making a pinching motion on any Home screen; or you can tap the Home button twice. Simply tap the desired Home screen to view it.

     
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  • 15:
    How do I connect to the Internet using Wi-Fi®?

    To use Wi-Fi on your phone, you need access to a wireless access point or "hotspot". On the Home screen, tap Menu > Settings > Wireless & networks. Select the Wi-Fi check box to turn on Wi-Fi. The phone will scan for available wireless networks. Tap Wi-Fi settings. Tap a Wi-Fi network to connect.

     
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  • 16:
    How do I adjust the media volume?

    While playing media press the Up/Down buttons on the side panel of the phone to adjust the volume. Or, from the Home screen press Menu > Settings > Sound & display > Media volume and slide to the desired level and touch OK.

     
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  • 17:
    How do I unlock the screen?

    To unlock the screen press the Power button to turn the screen on, and then slide the bar down that appears on the screen. If you have set a password, draw the pattern or enter the password you set to unlock.

     
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  • 18:
    How do I increase my accuracy on the keyboard?

    You can increase your accuracy on the keyboard by calibrating the keyboard to be more suited to your tapping habits.

    From the Home screen tap Menu > Settings > Language & keyboard > Touch input > Text input > Calibration tool. Tap the given phrase and after you have completed the calibration, the keyboard should be more attuned to your touch screen habits.

     
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  • 19:
    How do I synchronize my phone with my Google account?

    Your phone is set up by default to automatically sync with your Google account, if you have set one up already. To set up a Google account, press Menu on the Home screen, and then tap Settings > Accounts & sync > choose Add Account > Select Google and then tap Next > follow the onscreen instructions to enter the account information.

    If you don't want to synchronize automatically, press Menu on the Home screen, and then tap Settings > Accounts & sync and then uncheck Background data and Auto-sync.

     
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  • 20:
    How do I use GPS on my phone?

    In order for you to use GPS on your phone in applications such as Footprints and Google Maps, turn on GPS. On the Home screen tap Menu > Settings > Location > Use GPS satellites.

    If you are having trouble connecting to a GPS satellite, try the following:

    1. Make sure that Use Wireless Networks is checked in the Settings menu located at Menu > Settings > Location.
    2. Make sure you have a clear, unobstructed view of the sky. Things such as ceilings, roofs, and weather may affect GPS performance.
    3. To achieve the best performance, try to place yourself in an area where there is a 360-degree view of the sky. Tall buildings and walls may slightly affect GPS performance.
     
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  • 21:
    What is Airplane mode?

    Airplane mode turns off all wireless communication abilities to comply with airline regulations.

     
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  • 22:
    How do I quickly turn off the ringtone and turn on vibrate/silent on this phone?

    Please long press the Power button for a few seconds. When the Phone options menu appears, you can choose to switch your phone to silent mode, vibration mode, or airplane mode, and turn on/off the data connection.

     
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  • 23:
    How do I turn on GPS?

    On the Home screen tap Menu > Settings > Location > Use GPS satellites.

     
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  • 24:
    What is the Extended Home screen?

    Press Home, and then slide your finger horizontally across the screen to go to the left or right side of the extended Home screen. There are six additional screens apart from the main Home screen.

     
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  • 25:
    How do I adjust the ringer volume?

    While on the Home screen press the Up/Down buttons on the side panel of the phone to adjust the volume. Or, from the Home screen press Menu > Settings > Sound & display > Ringer volume and slide to the desired level and touch OK.

     
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  • 26:
    Why should I use my Google account with my phone?

    Using a Google account on your phone will provide synchronization between the device and Google services such as Gmail, contacts, and calendar events.

     
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  • 27:
    How do I setup an Internet email account?

    From the All Programs screen, tap Mail. If this is the first email account, follow the on-screen prompts to set up the desired type of email. If this is not the first email account, tap Menu > More > New account and follow the on-screen prompts.

     
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  • 28:
    How do I adjust the backlight?

    The backlight is set to auto-adjust to the brightness of the room. To manually adjust the backlight, tap Menu > Settings > Sound & display > Brightness. Adjust the setting as desired.

     
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  • 29:
    How do I turn Bluetooth® on/off on my device?

    From the Home screen, tap Menu > Settings > Wireless & networks > Bluetooth.

     
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  • 30:
    How can I edit the User Dictionary?

    From the Home screen tap Menu > Settings > Language & keyboard > Touch input > User Dictionary. In this menu you can add, delete, or edit words in your personal dictionary.

     
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  • 31:
    How do I set the device pattern password?

    To set the device password, from the Home screen tap Menu > Settings > Security > Set unlock pattern. Set the pattern as desired, and then ensure the Require pattern box is checked.

     
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  • 32:
    How do I pair my device with another Bluetooth device?

    From the Home screen, press Menu > Settings > Wireless & networks > Bluetooth settings > Scan for devices. Follow on-screen prompts to pair the devices.

     
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  • 33:
    How do I set a ringtone for incoming calls?

    There are two ways to setup a ringtone for incoming calls.

    • From the Home screen tap Settings > Sound & display > Phone ringtone. Tap the ringtone you want to use on the list, and then tap OK.
    • You can also use a music file as a ringtone. To setup a music file as your ringtone, use the micro USB cable to connect the phone to a USB port on your computer. The Connect to PC dialog box displays and prompts you to choose Disk drive > Done. Your phone's SD card is mounted as a drive on your computer. You can now copy music files to the SD card.

    After you have finished copying, open the notifications panel (by touching and then dragging the status bar down) on your device; then in the Notifications panel, touch Charge only.

    Then tap All Programs > Music > tap the music you want to set as a ringtone (the music will start playing) > press Menu > Set as ringtone. You can set the music file as a Phone ringtone, Contact ringtone, or you can select Trim the ringtone.

     
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  • 34:
    How do I setup email using Microsoft Exchange Server?

    You can sync with a Microsoft Exchange Server 2003 Service Pack 2 (SP2) or later versions. On the All Programs menu tap Mail. Follow the on-screen prompts to setup the email account. At the end of the wizard, select the type of information you want to synchronize and then tap Finish setup. Note that you may need information from your Exchange Server Administrator to complete the setup. Consult them for any necessary extra settings.

     
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  • 35:
    How do I transfer files between my phone and other devices via Bluetooth?

    To transfer files using Bluetooth, you must pair your device with the device first. To pair the devices, first ensure your other device is discoverable, then please press Menu on the Home screen, and tap Settings > Wireless & networks > turn on Bluetooth > Bluetooth settings > Scan for devices. Your phone will start to scan for Bluetooth devices within range. When you see the name of your other device displayed in the Bluetooth devices section, tap the name. Your phone then automatically tries to pair with the device.

    Once the phone is paired with the device, you can send pictures and videos by pressing All Programs > Photos > tap and hold the pictures/videos you want to share > Share > Bluetooth > select the Bluetooth device you want to share the file with.

    You can send audio files by pressing All Programs > Music > tap the music you want to share (the music will start playing) > Menu > Share > Bluetooth > select the Bluetooth device you want to share the file with.

    You can send contacts by pressing All Programs > People > tap and hold the contact you want to share > Send contact as vCard > tap the down arrow icon, and then select Bluetooth from the displayed list > select the Bluetooth device you want to share the file with.

    You can send calendar events by pressing All Programs > Calendar > tap the event date you want to share, and then tap and hold the event > Share vCalendar > Bluetooth > select the Bluetooth device you want to share the file with.

     
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  • 36:
    Something is wrong with my display; it goes dark after a minute of inactivity, but my device...

    ...is still powered on. What is happening?

    The device is going into hibernation. The device is still powered on and can receive calls, emails, and messages, but the screen has gone to sleep to preserve power. To "wake" the device, simply tap the Power button.

     
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  • 37:
    How do I create a Google account if I skipped creating during setup?

    You can create a Google account online or by launching a Google application from your phone that requires an account to operate such as Gmail.

     
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  • 38:
    How do I modify my Date and Time settings?

    You can modify the Time Zone, Date, and Time on your device by navigating to the Home screen, and then tapping Menu > Settings > Date & time.

     
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  • 39:
    What is GPS?

    GPS (Global Positioning System) is a satellite-based radio navigation system that consists of three segments: the satellite constellation, ground control network, and user equipment. People use GPS on their mobile devices with navigation software applications such as Google Maps™ with Navigation.

     
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  • 40:
    When I click on a media link in the Browser will it play the file?

    When clicking a media link in the Browser the installed media player will play the file. Some file types may not be supported by the media player.

     
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