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How do I troubleshoot my phone when there's a problem?

If you encounter a hardware or connection issue with your phone, you can use the Help app to check what may be causing the problem.

Here are the things you can do on the Help app:

Open the Help app, tap Drawer button, and then tap an item from the slideout menu. You can:
  • Tap Video tutorials to watch video how-tos about different features of your phone.
  • Tap How-tos or FAQs to search and read how-tos, tips and tricks, and frequently asked questions.
  • Tap Troubleshooting or Diagnostics tools to use a troubleshooting wizard to check the basic hardware functions.
  • Tap Software updates to check for new software updates if available. Software updates may contain bug fixes and feature improvements.

What should I do before I update the software of my phone?

Before you download and install a new software update on your phone, ensure that your phone is ready for the update by doing the steps below.
  • Back up the data and files that you want to keep.
  • If your phone uses Android 6 Marshmallow or higher, check if it has enough memory in Settings > Memory.
  • Charge your phone to more than 50%.
  • Connect to the Internet using a stable mobile data or Wi‍-Fi connection.

What should I do if I am unable to install software updates?

If you've received a software update notification but failed to install it on your phone, do the steps below and check if this will fix the problem.

  • Make sure the phone is connected to your carrier's network and is not roaming. Some carriers require a connection to their data network to successfully validate and install the update.
  • Go to Settings, and then tap Apps or App Manager. Find and tap Updater, and then tap Clear cache or tap Storage > Clear cache.

    If you can't find Updater, tap > Show system and search for Updater again.

  • Reboot into Safe Mode by pressing and holding the POWER button, then tap and hold Power off until the Reboot to safe mode prompt appears. Tap OK.
If these actions don't work, you may need to factory reset your phone.

Perform a factory reset through Settings

As a last resort, you can reset your phone to factory settings. Before you do so, please be aware of the following:
  • A factory reset will erase all data, media, and files from the phone storage. You'll lose them and won't be able to restore them if you didn't sync or back them up before. Make sure you've backed up all important information and files before you proceed.
  • Make sure the phone is charged to at least 35% before performing the reset, or is connected to an HTC charger and is actively charging.
  • Make sure you know your Google Account name and password. You'll need them to unlock your phone after the factory reset.

    For phones with Android 5 Lollipop or higher, Device Protection may be enabled, which means that after the factory reset, you'll need to sign in using the same Google Account that was logged into your phone. If you forgot your Google Account password, use your computer web browser and go to www.google.com/accounts/recovery to reset your password first.

To perform a factory reset on most HTC devices:

  1. Go to Settings, and then tap Backup & reset.
  2. Tap Reset phone or Factory data reset.

    If you have a security lock on the device, you'll need to enter your security information as well.

  3. Tap Reset phone > OK.

    The phone will reboot and reset.

How do I test the audio, display, and other parts of my phone?

There's a diagnostic tool accessible from the Phone app that can be used to perform different types of hardware tests, such as audio test which checks both the microphone and speaker, backlight test, and more.

  1. Reboot into Safe Mode by pressing and holding the POWER button, then tap and hold Power off until the Reboot to safe mode prompt appears. Tap OK.
  2. After the phone reboots, open the Phone app and dial *#*#3424#*#*.
  3. If prompted, tap Accept.
  4. Select one or more types of test to perform, and then tap Run.
  5. Follow the instructions to test the speakers and microphone.
  6. Reboot the phone to exit Safe Mode.
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