Answers to some common questions
  • 1.
    How to I ensure my device software is up to date?
    The device automatically updates its software using over-the-air (OTA) updates. When new software is available, the device displays a prompt asking you to update the device. To manually check for updates:

    1. From the Home screen, tap All apps. 2. Tap Settings. 3. Tap AT&T Software update. 4. Tap Check for updates.
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  • 2.
    How do I check the software version for my device?
    1. From the Home screen, tap All apps. 2. Tap Settings. 3. Tap About phone. 4. Tap Software information.
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  • 3.
    I set an unlock password or pattern on my device and don’t recall what it is. How do I unlock my device?
    If you’ve forgotten your screen lock pattern, you have up to five attempts to try and unlock your device. If this fails, you can unlock your device by entering your Google Account user name and password.

    1. On the unlock screen, enter your lock password or pattern. 2. After the fifth attempt, when you’re asked to wait for 30 seconds, tap OK. 3. If the display goes off, press the Power button to turn the display back on, and then unlock the screen. 4. Tap the Forgot pattern? button when it appears. 5. Enter your Google Account name and password, and then tap Sign in. You’ll then be asked to create a new screen lock pattern. If you no longer want to do so, tap Cancel. 6. If you have not set up Gmail or do not recall your Gmail login information, you will have to factory reset your device and reconfigure it for use.

    NOTE: A Factory reset will permanently delete all your data and customized settings, and will remove any applications you've downloaded and installed. SIM card data will not be deleted. To perform a factory reset on your device:

    1. With the device powered off, press and hold the VOLUME DOWN key. 2. While continuing to hold VOLUME DOWN, press the POWER key for 10 seconds. You will see the Back, Home and Recent apps keys blink while holding down the POWER key. 3. When the keys have finished blinking, release the POWER key. While still holding VOLUME DOWN, press and release the POWER key one more time. 4. When the screen with the three Androids is displayed, release the VOLUME DOWN key. 5. Press VOLUME DOWN to select FACTORY RESET, and then press the POWER key.
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  • 4.
    What software do I need to synchronize my device with my PC?
    HTC Sync Manager allows synchronization between a Device and PC.  You can find the latest version of HTC Sync Manager, instructions, and drivers from the Support section of our website.

    Once you install HTC Sync Manager, connect your device to your PC. HTC Sync Manager will automatically load once the device drivers finish installing.

    NOTE: USB debugging mode must be enabled for your device to be able to synchronize with your PC using HTC Sync. This should happen automatically, and a USB debugging connected notification will appear in your Notifications menu when successfully enabled. If this does not appear, you can manually enable this setting by:

    1. From the Home screen, tap All apps. 2. Tap Settings. 3. Tap Developer options. 4. Tap to check USB debugging.
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  • 5.
    I got a message after connect my phone to computer "Device driver software was not successfully installed ", what should I do?
    Please be advised that the notification “Device driver software was not successfully installed” means that the USB Driver is not yet installed. Please just kindly ignore it and wait for the HTC Sync Manager auto-run window pop up then click HTC USB Driver to have it installed. This process will take about 3 minutes.
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  • 6.
    What is Beats Audio?
    Beats Audio is sound enhancement software that is included as part of the HTC One device experience, designed to provide studio quality sound. It is designed to enhance the lower sounds, such as bass and guitar, which often gets decreased when music is presented in a digital format. Some music styles, such as classical, might actually sound better without these enhancements. In these cases, Beats Audio can be turned off by dragging down the notification bar and tapping the slider to turn Beats Audio off.

    Beats Audio will work whenever a headset or external speaker is connected to the device (wired or Bluetooth). Beats Audio will not be enabled when using the standard device speaker.

    Note: Beats by Dr. Dre branded accessories are not required to use the Beats Audio software, however they do come recommended as they contain a hardware component that further enhances the audio experience.
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  • 7.
    How can I transfer contacts to my phone?
    The easiest way is to store your contacts in your Google Account. This way, you can just sign in to your Google Account on your new phone and your contacts will be synced to your phone.

    There are also other ways for transferring contacts:

    1. Sync with your computer: Sync the contacts from your old phone to your computer, and then use HTC Sync or HTC Sync Manager to sync your phone with your computer's Microsoft Outlook, Outlook Express or Windows Contacts. 2. Social network accounts: Log in to your favorite social networks to import contact information from them. 3. SIM card: Import all your SIM contacts to your phone. 4. Microsoft Exchange ActiveSync: Sync your work contacts from the Microsoft Exchange ActiveSync Server in your workplace. 5. Transfer: Use the Transfer app to transfer not only your contacts, but also calendar events and text messages from your old phone to your phone.
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  • 8.
    What Bluetooth® Profiles does my device support?
    The device supports the following Bluetooth Profiles:

    - HSP (headset profile) - HFP 1.5 (handsfree profile) - A2DP (Advanced Audio Distribution profile) - AVRCP (Audio/Video Remote control Profile) - OPP (object push profile) - PBAP (Phone Book Access Profile) - FTP (File transfer profile) server only - EDR ( for tethering) - PAN (Personal Area network) - APT-X (Lossless Audio)
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  • 9.
    Does the built in browser support Adobe Flash?
    Yes. The pre-installed browser in your handset supports Adobe Flash. Adobe® Flash® Player 10.3 is included so you can enjoy more games, videos, and experience the Web as it was meant to be seen.
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  • 10.
    How can I adjust my volume?
    From the Home screen, press the Volume Up/Volume Down Button on the right side of the device to adjust the ringer volume. If you are in a media application (Music, YouTube, etc.) or Navigation, the Volume keys will change the volume for those specific applications.

    To manually set the different volume options: 1. From the Home screen, tap All apps. 2. Tap Settings. 3. Tap Sound. 4. Tap Volumes. 5. Manually set the levels for Ringtone, Media, Alarm and Notifications. 6. Tap OK.
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  • 11.
    Which settings can I check to find information about my device?
    1. From the Home screen, tap All apps. 2. Tap Settings. 3. Tap About. 4. Select one of the following: - Help – Enable or disable quick tips. - Network – Check information about your mobile network and its service status. - Phone identity – Check the identifying information for your device. - Hardware information – Check hardware information for your device, including the Wi-Fi MAC and Bluetooth addresses. - Software information – Check the version and other information about the Android platform being used by your device. You can also check the version of the web browser. - Legal information – Read legal information from HTC and Google, as well as the licenses used by your device.
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  • 12.
    Can I sync my Hotmail/Windows Live account to my device?
    Yes, you can connect to Windows Live services and access the following data: - Calendar - Contacts - Mail - Tasks

    To set up your Hotmail/Windows Live account:

    1. From the Home screen, tap All apps. 2. Tap Settings. 3. Tap Accounts & Sync. 4. Tap Add (+). 5. Tap Microsoft Hotmail.
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  • 13.
    What could be causing my device to get a poor Global Positioning System (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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  • 14.
    Why should I use my Google account to sync with my device?
    Using a Google account on your device will provide synchronization between Google services such as Gmail, contacts, and calendar events. You will also be able to keep your other Google services in sync such as YouTube, Picasa and more.
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  • 15.
    Where can I find the files I have saved from the web?
    You can find the files you have saved from the web in the Downloads application. From the Home screen, tap All apps and tap Downloads.
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  • 16.
    What Audio file formats does my device support?
    MP3 M4A AAC/AAC+/eAAC+ WMA WAV MIDI OGG
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  • 17.
    How do I choose which notifications cause the LED to flash on my device?
    1. From the Home screen, tap All apps. 2. Tap Settings. 3. Tap Display & gestures. 4. Tap Notification flash. 5. Choose which items you would like to cause the LED to flash: - Missed call - SMS/MMS - Email
  • - Voice Mail - Reminders - Alarms
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  • 18.
    What Video file formats does my device support?
    H.263 H.264 AMR MPEG-4 AVI WMV
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  • 19.
    How can I calibrate the accelerometer?
    1. From the Home screen, tap All apps. 2. Tap Settings. 3. Tap Display & gestures. 4. Tap G-Sensor calibration. 5. Place your device face-up on a level surface and tap Calibrate.
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  • 20.
    How do I turn off my data connection, but still be able to receive calls?
    1. From the Home screen, tap All apps. 2. Tap Settings. 3. Tap the slider next to Mobile network to turn it Off.
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  • 21.
    I want to sync my device with my Mac, am I able to use HTC Sync to do this?
    The initial release of HTC Sync Manager is not compatible with Mac computers, however a version for Mac is planned for the near future. Please check back soon for more information.
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  • 22.
    How do I use my device as a modem with my Mac computer?
    Connect your device via USB to you MAC computer, select USB tethering when prompted, and then select MAC OS X as your USB tethering type.
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  • 23.
    What types of Wi-Fi networks can my device connect to?
    Your device can connect to any 802.11b/g/n network.
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  • 24.
    How do I Protect my SIM card with a PIN?
    You can add another layer of security to your device by assigning a PIN (personal identification number) to your SIM. Once enabled, the SIM will require entry of the correct SIM PIN before it will connect to the mobile network. If your device reboots or the SIM is placed in another device, you will be asked to enter your SIM PIN before they are able to connect.

    Note: Make sure you have the default SIM PIN provided by your mobile operator before continuing.

    1. From the Home screen, tap All apps. 2. Tap Settings. 3. Tap Security. 4. Tap Set up SIM card lock. 5. Tap to check Lock SIM card. 6. Enter the default SIM card PIN, and then tap OK. 7. To change the SIM card PIN, tap Change SIM PIN.

    Restoring a SIM card that has been locked out: If you enter the wrong PIN more times than the maximum number of attempts allowed, your SIM card will become “PUK -locked.”  You need a PUK code to restore access to your device. This code may have been provided by your mobile operator when you received your SIM card. If you do not have the PUK code, contact your mobile operator.

    1. On the keypad screen, enter the PUK code and then tap Next. 2. Enter the new PIN you want to use and then tap Next. 3. Enter the new PIN again and then tap OK.
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  • 25.
    How do I enable or disable automatic rotation of my screen?
    By default, the screen orientation automatically adjusts between portrait and landscape depending on how you hold the device. To disable (or re-enable) the setting:

    1. From the Home screen, tap All apps. 2. Tap Settings. 3. Tap Display & gestures. 4. Uncheck (or re-check) Auto-rotate screen.
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  • 26.
    Where can I check for files that were transferred to my device using Bluetooth®?
    Received Bluetooth files can be accessed within the particular apps used to access the file. For instance, received pictures will be available in the Gallery and received contact cards will be available in Contacts.
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  • 27.
    Why does wireless synchronization sometimes fail?
    Wireless synchronization can fail 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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  • 28.
    Is there a way to view more than six browser tabs?
    By default, the Internet browser on the device can only support up to six (6) windows at the same time. If you would like to have more than 6 web pages to be running continuously, you can search for and download a third-party internet browser from the Play Store.
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  • 29.
    When I click on a media link in the Internet browser, will it play the file?
    When clicking a media link in the Browser the installed media player will attempt play the file. Some file types may not be supported by the media player. It may be necessary to search Play Store for a Media Player that is compatible with the file type you are trying to access.
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