Answers to some common questions
  • 1.
    I have downloaded a document from an email attachment and now I can’t find it. What can I do?

    While files downloaded from the web are stored in the Downloads folder, documents from email attachments are not. To locate these files later, there are several options available:

    • Search for the email again and tap on the attachment icon. Since the attachment was already downloaded, it will open without needing to download again.
    • If you will need to frequently access documents downloaded as attachments, install an app from Play Store that will then be available in All apps.
    • Install a file manager app from Play Store, which will allow you to browse the contents of your device storage.
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  • 2.
    How do I send an SMS or MMS to a group?

    You can send SMS or MMS messages to a group if you have one predefined in your People application.

    1. From the Home screen, tap All apps.
    2. Tap Messages.
    3. Tap the Compose (+) icon.
    4. Begin to enter the name of the contacts group in the to field.
    5. Select the group name when it is displayed.
    6. Compose your message and send.

    NOTE: You may also search Play Store for group texting applications.
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  • 3.
    How can I backup my contacts?

    There are multiple local and web-based services you can use to back up your contacts. Some of the most popular include:

    • Google – Your Google contacts are synchronized online automatically by default.
    • Microsoft Exchange - Your Microsoft Exchange contacts are synchronized online automatically by default.
    • Phone memory – Follow the directions below to export your contacts to the Phone storage partition of your device memory:
    1. From the Home screen, tap All apps.
    2. Tap People.
    3. Tap Menu.
    4. Tap Manage contacts.
    5. Tap Import and Export.
    6. Tap Export to phone storage.
    7. Tap the contacts library you wish to export.
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  • 4.
    How do I quickly call a contact using voice command?

    There are multiple ways to make a call using voice command. The most popular methods are described below:

    From the Dialer screen

    1. From the Home screen, tap the Phone icon.
    2. Tap on the microphone icon on the bottom-right part of the virtual device keypad.

    When prompted to Speak now, speak your command (ex. <call> <amy><mobile>). If prompted, tap the correct option.

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  • 5.
    How do I set message options?

    On the All messages screen, tap Menu and then tap Settings.


    Notifications
    • Receive a notification in the status bar and set your device to vibrate or play a sound when a message arrives or when a message is not sent successfully, and choose a notification sound.
    • Allow your device to show pop-up notifications on the screen when messages are sent successfully or not, or disable this option.

    Text messages (SMS )
    • Receive a report on the delivery status of your message.
    • View or change the message Service center number used. (We recommend that you don't change the number here if you are using Roger’s network as it may cause problems in receiving and sending messages.)

    Multimedia messages (MMS)
    • Automatically download complete MMS messages including the message body and attachments in your service area and when roaming.
    • Set the message priority and maximum file size of MMS messages. If the MMS message file size is exceeded, the message won't be sent.

    General
    • Search and display the sent message history, call history, and email addresses of stored contacts when you’re adding message recipients.
    • Choose the maximum number of text or MMS messages to store in each conversation thread (excluding locked messages), and enable automatic deletion of unlocked older messages when set limits are reached.
    • Forward received text and MMS messages to another phone number or email address. (This may incur extra fees.)
    • Set an SMS/MMS Signature
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  • 6.
    Why can't I view some attachments?

    Some attachments may not be supported by the device. If your attachment is not recognized, you may browse Play Store to find programs that may support the file type you would like to view.

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  • 7.
    How do I have my text/multimedia message (SMS/MMS) automatically forwarded to another phone number or email address?
    1. From the Home screen, tap All Apps.
    2. Tap Messages.
    3. Tap Menu.
    4. Tap Settings.
    5. Tap General.
    6. Tap Forward to phone number or Forward to email address.
    7. Enter the phone number / email address and tap Enable.

    When this option is enabled, there will be a static icon on the Notification bar of your screen. Please check with your carrier for any additional charges for this service.

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  • 8.
    Can I set up more than one Gmail account on my device?

    You may add more than one Google Account on your device using the Gmail or Mail application. However, subsequent Google Accounts can only synchronize Gmail email and contacts. Other Google services, such as Play Store and Google Talk, use the first Google Account you set up on the device.

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  • 9.
    How do I quickly switch to Speakerphone?

    While on the call, tap the onscreen button to enable/disable speakerphone.

    NOTE: If the Flip for Speaker feature is enabled, you may also place your device face-down on a table or desk and it will automatically switch to speakerphone. If you pick the device back up, it will automatically return to the primary device speaker.

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  • 10.
    My email account setup is failing, or I am being asked for additional information. What can I do?

    While most email accounts will configure automatically, some may not be known by your device. If your setup fails, or you reach a screen requiring additional information, check with your email provider for the information required to setup your email account. You may need to know the correct SMTP/POP3/IMAP/Exchange settings, and may also need to find out the security type, ports, and if any domain names are needed as part of the username.

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  • 11.
    How do I use voice dialing with a compatible Bluetooth device?

    In order voice dialing to work through a Bluetooth device, you must first have paired your device to a compatible Bluetooth headset. For more information on pairing Bluetooth devices, see the Bluetooth category.

    To use voice dialing with a compatible Bluetooth device, follow the instructions on the How do I quickly call a contact using voice command? FAQ.

    You can use keywords like "call <contact name> <contact type>". For example, "call John Smith home" will call John Smith's home number.

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  • 12.
    How do I add a POP3 or IMAP email account?
    1. From the Home screen, tap All apps.
    2. Tap Mail.
    3. If an email account is already set up on your device, first do the following:
      1. Tap Menu.
      2. Tap New account.
    4. Tap one of the preset mail account types or tap Other (POP3/IMAP).
    5. Enter your e-mail address and password.
      1. If necessary, tap the Email address or Password field to display the keyboard.
    6. Tap Next.
      1. If the email account settings are not automatically discovered, enter the settings for your email account and then tap Next.
    7. If desired, change the name of the account.
    8. Tap Finish setup.
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  • 13.
    How do I edit my Contact Card?

    My contact card provides a convenient way to store your personal contact information so that you can easily send it via MMS.

    1. From the Home screen, tap All apps.
    2. Tap People.
    3. Tap My profile (the top item in the contacts list, shaded gray).
    4. Tap Edit my contact card.
    5. Make the desired changes and tap Save.
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  • 14.
    How do I change the font size for my email?
    1. From Home screen, press the All apps button.
    2. Tap Mail.
    3. Select the email account you would like to edit.
    4. Tap Menu.
    5. Tap Settings.
    6. Tap General Settings.
    7. Tap Mail body font size.
    8. Select the desired font size from the list.
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  • 15.
    How do I adjust my in-call volume?

    While on an active call, press the Volume up/Volume down button on the right side of the device to adjust the in-call volume.

    NOTE: If not in an active call, the Volume up/Volume down keys will adjust the ringer or media volume instead of the in-call volume.

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  • 16.
    How do I put a call on hold and return to it?
    1. While on a call, tap the Menu icon (lower right, next to End Call).
    2. Tap Hold/Unhold.
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  • 17.
    How do I answer an incoming call while another call is active?

    When a second call comes in while on an active call, the incoming call screen will appear giving you the option to answer or decline the call. If you select Answer, the first call will be placed on hold while you accept the second.  

    To switch between the calls, simply tap on the call you want to go to and the other call is placed on hold.

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  • 18.
    What types of email does my device support?

    This device supports Gmail, POP, IMAP, and Microsoft Exchange email.

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  • 19.
    How do I add, create, or save a phone book entry?
    1. From the Home screen, tap All apps.
    2. Tap People.
    3. Tap Add (+).
    4. Tap the Name field.
    5. Enter the contact name.
    6. Tap the Phone field.
    7. Enter the phone number.
    8. Tap Mobile.
    9. Tap the appropriate phone number type.
    10. Tap the Email text field.
    11. Enter the e-mail address.
    12. Tap and enter other contact details as desired.
    13. Tap Save.
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  • 20.
    How do I turn the phone function off, and still be able to use by device?

    Airplane mode will turn off all radios (phone, Wi-Fi, Bluetooth and GPS) while still allowing you to navigate the device and use most applications.

    To enable or disable Airplane mode, press and hold the Power key and tap Airplane mode.

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  • 21.
    How do I end/hang up/disconnect a call?

    To end a call, tap End call.

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  • 22.
    My SMS/MMS are deleting themselves, what can I do?
    1. From the All messages screen, tap Menu.
    2. Tap Settings.
    3. Tap General.
    4. Tap to check or uncheck Delete old messages.
      1. If this option is checked, you can then edit the storage limits for text messages and multimedia messages.
      2. If unchecked, your messages will only start to delete if your total available memory starts to run out.
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  • 23.
    How do I send a multimedia message (MMS) from my device?

    Use the same steps as you would for SMS but before tapping send, tap the Attach icon (paper clip) and attach your media file.

    0 People found this helpful
  • 24.
    How do I add an Exchange e-mail account?
    1. From the Home screen, tap the All apps.
    2. Tap Mail.
    3. If an email account is already set up on your device, first do the following:
         a. Tap Menu.
        b. Tap New Account.
    4. Tap Exchange ActiveSync.
    5. Enter your e-mail address and password.
         a. If necessary, tap the Email address or Password field to display the keyboard.
        b. Note: When you enter your e-mail address, the phone may auto-populate additional fields. Verify all information matches what is required by your IT organization.
    6. Tap Next.
    7. If automatic setup is unsuccessful, complete steps 8-10. Otherwise skip to step 11.
    8. Tap Manual setup.
    9. Enter the following information. If you are unsure of these settings, check with your IT organization or email administrator:
      • Email address
      • Server address
      • Domain
      • Username
      • Password
      • This server requires an encrypted SSL connection check box.
    10. Tap Next.
    11. Tap the Mail, Contacts, and Calendar check boxes if you want to synchronize them.
    12. Tap Finish setup.
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  • 25.
    How do I edit my e-mail signature?

    You can set a unique signature for each of your email accounts in the Mail application by doing the following:

    1. From the Mail application, tap the account name at the top of the screen and select the email account for which you wish to set a signature.
    2. Tap Menu.
    3. Tap Settings.
    4. Tap General Settings.
    5. Tap to check Use Signature.
    6. Tap Signature.
    7. Edit your signature and tap Save.

    The configured signature will be automatically added to the end of each new message you compose using the selected account.

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  • 26.
    How do I make a conference call?
    1. Establish the first call.
    2. While on a call, tap the Menu icon (lower right, next to End Call).
    3. Tap Add Call.
    4. The original call will be placed on hold. Dial the second call.
    5. Once connected on the second call, tap the Menu icon.
    6. Tap Merge Calls.
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  • 27.
    Can I view all my emails from multiple email accounts on one screen?

    Yes, the phone has the ability to switch to all mail view. In the Mail application tap the account drop-down list on the top of your screen, and select All accounts.

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  • 28.
    Why are messages marked as read when checking my Exchange Server email?

    Your Exchange Server may have settings, which by default, mark emails retrieved from your phone as read. Please contact your system administrator to find out what settings your Exchange Server uses.

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  • 29.
    How do I answer a call when the display is off?

    Tap and drag the green Answer icon to the ring.

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  • 30.
    How do I answer or receive a call when the display is on?

    Tap Answer.

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  • 31.
    How do I turn mute on or off?
    • While on a call, tap the Mute icon.
    • While a call is muted, tap the Mute icon again to unmute.
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  • 32.
    How do I send a text message (SMS) from my device?
    1. On the Home screen, tap All apps.
    2. Tap Messages.
    3. Tap Compose (+).
    4. Tap the To field to enter the recipient.
      • As you start to enter a name or phone number, a list of your contacts will display. Tap the contact you wish to add.
    5. Tap the Add text box and enter your message.
    6. Tap Send when complete.
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  • 33.
    How do I set up multiple numbers in a single contact?
    1. From the Home screen, tap the All apps button.
    2. Tap People.
    3. Tap the contact that you wish to edit.
    4. Tap Edit.
    5. In the Phone section, tap Add.
    6. Enter the additional phone number and select a label (Mobile, Home, etc).
    7. Tap Save.
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  • 34.
    How do I use instant messaging (IM) on my device?

    This device comes pre-loaded with Google Talk, which allows you to send instant messages using your integrated Google account.

    1. From the Home screen, tap All Apps.
    2. Tap Talk.

    If you wish to use a different Instant Messaging service such as Yahoo! or MSN, you can search Play Store for a suitable application.

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  • 35.
    How long does it take for email to sync?

    It may take several minutes for a sync to complete, depending on how many new or changed contacts, appointments, and emails you have.  The notification bar on the home screen will display two arrows in a circle while syncing is underway.

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  • 36.
    How many email accounts can my device support?

    Your device can support one primary Gmail account, multiple Exchange accounts, and up to 10 POP3/IMAP4 accounts.

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  • 37.
    How do I dial an outgoing call using Smart Dial?
    1. From the Home screen, tap the Phone icon.
    2. Start to enter the name or number for the contact you want to call. The contact appears at the top of the screen.
    3. Tap the contact to call.
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  • 38.
    How can I set my contacts to use speed dial?
    1. From the Home screen, Phone.
      1. If the Phone app shortcut has been removed from the Home screen, tap All Apps and then tap Phone.
    2. Tap the Menu button (3 vertical dots, located above the 1 button).
    3. Tap Speed dial.
    4. Tap Add (+).
    5. Select the contact you want to add to speed dial.
    6. Assign a Number for the contact.
    7. Assign a Location on the dial pad for the speed dial
    8. Tap Save.
    NOTE: There are also speed dial widgets you can use, such as Direct Dial that will allow you to place a speed dial icon directly on the home screen.
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  • 39.
    How do I save the contact information for an SMS sender or recipient?
    1. From the Home screen, tap All apps.
    2. Tap Messages.
    3. Open the message thread.
    4. Tap the phone number in one of the messages.
    5. Tap Save to People.
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  • 40.
    How do I dial an outgoing call using the phone book?
    1. From the Home screen, tap All apps.
    2. Tap People.
    3. Tap the contact that you want to call.
    4. Tap the phone number you wish to call.
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  • 41.
    How do I add a phone book entry from the call log?
    • From the Home screen, tap Phone.
    • Tap the Call History tab.
    • Tap and hold the number that you want to add to the phone book.
    • Tap Save to People.
    • Tap Create new contact.
      1. Alternatively, choose Save to existing contact if it is an alternate phone number for a contact you already have.
    • Tap an account to create the new contact in.
    • Enter any information you have for the contact:
      • Name
      • Contact type
      • Phone
      • Email
      • Events
      • Others
    • Tap Save.
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  • 42.
    How do I call a contact that has been assigned to a speed dial?
    1. From the Home screen, tap Phone.
      • If the Phone icon has been removed from the Home screen, tap All Apps and then tap Phone.
    2. Press and hold the number assigned to the speed dial. The contact will be automatically dialed.
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  • 43.
    How do I dial an outgoing call using the keypad?
    1. From the Home screen, tap the Phone icon.
    2. Enter a phone number.
    3. Tap Call.
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  • 44.
    How do I send a meeting request from my device?

    To send a meeting request using the Exchange ActiveSync account:

    1. From the Mail application, make sure your Exchange ActiveSync account is selected.
    2. Tap Menu.
    3. Tap New meeting invitation.
    4. Enter the meeting details and then tap Save.
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  • 45.
    How can I combine my device contacts to my Facebook accounts?
    1. From the Home screen, tap All apps.
    2. Tap People.
    3. Tap the contact you wish to link.
    4. Tap Menu.
    5. Tap Link.
    6. Choose the account you would like to link.
    7. Tap the desired contact from the account.
    8. Tap Done.
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