WHEN TO DO A FACTORY DATA RESET All troubleshooting steps in COACH has been updated. Please make sure our agents are following the correct troubleshootings steps to resolve the customer issue.
We are hearing agents doing factory data reset in almost every technical call for android. Please take note that we do factory data reset only for the following:
1. Upon activation to enable the data. (Factory Data Reset/Hardware Factory Data Reset)
Home > Smartphones > Android > Kyocera > Troubleshooting > Perform Factory Data Reset
RefID: 60086 Pub Date: 20110608 Author: Christopher Byars
CHECK THIS LINK: http://64.20.208.219/coach/COACH.htm#60_Devices/60094_Kyocera_Zio_M6000_Access_Help_Menu.htm
2. If customer forgot their pattern lock and cannot unlock the phone using their Gmail account.
Home > Technical Support > Voice Issues > Locked Phone
RefID: 20002 Pub Date: 20110523 Author: Brad Simpson
http://64.20.208.219/coach/COACH.htm#20_Technical_Support/20002_Locked_Phone.htm
INTRODUCING: Samsung Comment
Mycricket.com Referrence:
http://www.mycricket.com/cell-phones/details/samsung-comment-r380
USER MANUAL OF THIS PHONE:
http://www.mycricket.com/assets/phone/cb77448c8c8c2fcb8f2b96cc47bac80b.pdf
UPDATES FOR HUAWEI ASCEND II Hi team,
I know that some information about the new android phone is not yet in COACH. This may help you out.
For Hardware Factory Data Reset, try this:
1.Power off the phone
2. Press and hold the volume up button and the send button
3. Turn the phone on
Attached is a copy of the manual for the Ascend II.
ttp://www.box.net/shared/aaf57mdi3q4fzsbmyemx
CLICK THE LINK FOR FASTER ACTIVATION OF ANDROID/BBERRY PHONES
http://www.box.net/shared/poo02nf8i1kbhn1r5r1x
TSHOOTING 101 (by Lawrence Lascano) Activating Android
1. Activate in CID
2. Perform OTA (*228/*22804) : If OTA fails assist customer with manual programming and file OTTO for OTA failure (RefID: 60092 Pub Date: 20100831 Author: Christopher Byar)
3. Perform Factory Data Reset (varies depending on the handset)
4. Set up Gmail account
Cannot Access Web: Android
· Verify whether customer was able to use web before; account is newly activated.
a. If newly activated, perform Factory Data Reset.
b. If customer was able to use web before follow CID IRB Data Troubleshooting (RefID: 0A163 Pub Date: 20110425 Author: Carrie Comeford & Brad Simpson)
Can access web but can not stream/watch Youtube Videos: Android/Blackberry
This happens whenever the customer exceeds the 1 GB data usage limit for Smartphone
· Check customer’s data usage using Broadband Usage Management Tool
o Inform customer of their usage (they are under usage management)
o Explain that since their data usage exceeded 1 GB they will have slower internet connection until the end of their bill cycle
Locked Phone: Android
1.
a.Attempt pattern lock.
b.After the customer has made too many attempts, touch OK.
c.Touch Forgot Pattern?
d.In the Username (email) field, enter the Gmail email address.
e.In the Password field, enter the related Gmail password.
f.Touch Sign In.
g.If the customer is receiving Invalid username or password errors, perform a hardware factory data reset:
1.Inform the customer that this will remove any third-party apps and all Google account information.
2.This will not impact the contents of the microSD card.
3.Refer to the specific device hardware factory data reset process (COACH>Smartphones>Android)
Issue with downloaded applications from Android Market
If problem is regarding application not working, force closes, hanging, logging out, etc., inform customer that third party applications are not supported by Cricket. Advise them that they need to contact the Android application developer. Customers can get the developer information from the Android Market. We can recommend to try to uninstall and reinstall the application.
How to TRANSFER CONTACTS in SD CARD before reset Updates before doing hardware reset;
We know it takes time to set up DATA BACK UP after resetting the phone (whether it is a hardware reset done then the frustration of putting the contacts back are so-argh!)
Here are some tips:
1) go to PHONE BOOK
2) select OTHER OPTIONS
3) IMPORT TO SD CARD (contacts will be imported/ copied to SD card they're using)
Then reload contacts once hard reset is performed.
1) go to PHONE BOOK
2) select OTHER OPTIONS
3) IMPORT TO PHONE (contacts will be imported/ copied back to the phone)
It only takes 4-6 mins unlike from the supcall that I took that takes 30-45 mins
-=-=-=-=-=-=-=Have fun troubleshooting!
HARD and SOFT RESET for BLACKBERRY A reset of a BlackBerry smartphone is a troubleshooting method that completely turns off and restarts the BlackBerry smartphone's operating system software and applications. It is a useful first step if a BlackBerry smartphone is experiencing hardware, software, or wireless network problems.
Note: A reset of a BlackBerry smartphone does not delete any settings or data.
There are two options for performing a reset: a hard reset and a soft reset.
A hard reset involves physically removing the battery from the BlackBerry smartphone and then reinserting it. To perform a hard reset, complete the following steps:
1.Remove the battery cover from the back of the BlackBerry smartphone.
2.Remove the battery, and then reinsert it after a few seconds.
3.Replace the battery cover.
A soft reset is a three-key combination that resets the BlackBerry smartphone without removing the battery. It is only available on BlackBerry smartphone models with a QWERTY keyboard. Do not attempt to perform a soft reset on BlackBerry smartphones that are equipped with SureType® technology or the SurePress™ touch screen, such as the BlackBerry® Pearl™ Series, BlackBerry® Pearl™ Flip Series, and BlackBerry® Storm™ smartphone.
To perform a soft reset, complete the following steps:
1.Press and hold the Alt key on the BlackBerry smartphone.
2.While holding down the Alt key, press and hold the Right Shift key.
3.With both of those buttons still pressed, press the Backspace/Delete key. The display on the BlackBerry smartphone turns off to indicate that the reset has started, and the keys can now be released.
Note: Some BlackBerry smartphones do not display the Alt, Right Shift, and Backspace/Delete keys in the same manner. However, the location of the keys does not change. Refer to the following graphic for key pos
HUAWEI FAQ'S Question: Scenario: A customer calls and explains that she is unable to remember the Pattern she used to setup Pattern Lock on her Kyocera ZIO. Which of the following actions should you take first?
Your answer: Instruct the customer to touch Forgot Pattern and enter Google account information
Question: Scenario: A customer calls and explains that he believes his Huawei Ascend may have been hacked or rooted. What software Kernal Version indicates that the phone has the correct software kernal?
Your answer: 2.6.29-perf android@localhost#1
Question: True or false: Manufacturer warranty covers damage the phone receives when a root is attempted.
Your answer: False
Question: Is “Unable to Make/Recieve Calls” a Technical Issue or User Education issue?
Your answer: Technical Issue
Question: What software version of Android does the LG Optimus have?
Your answer: Android 2.2
Question: Scenario: A customer with a Kyocera ZIO on Android 1.6 would like to upgrade their phone to Android 2.2 using a Wi-Fi connection. What is the first step the customer should take?
Your answer: Ensure battery is fully charged–if not, charge battery
Question: Which of the following features is not available on any Cricket Android device?
Your answer: Access to Email and Navigation
Question: Scenario: A customer calls to explain that an app she downloaded from the Android Market is not functioning properly. Choose the best response to explain Cricket’s policy on third-party applications:
Your answer: “Cricket does not support third-party applications. However, you may be able to uninstall and reinstall the application from the Android Market to attempt to resolve the issue.”
Question: How much data can Cricket customers use from a Cricket-branded smartphone?
Your answer: 1GB
Question: True/False: Cricket smartphone users must connect to Cricket’s 3G network to use Cricket Apps, like MyBackup or MyAccount.
Your answer: True
Question: Which of the following features is not included in the $55 Android rate plan?
Your answer: Access to BlackBerry App World
Question: Scenario: A non-smartphone customer would like to know if he can transfer his contacts to the LG Optimus he plans to purchase over the weekend. Which of the following answers best explains how to transfer contacts?
Your answer: “There are two primary methods of adding contacts to your smartphone. Android phones automatically display contacts from your Gmail or Google account. Also, MyBackup is included in the Android rate plan. You may use either of these methods, or both, to add contacts to your new smartphone. Finally, you may also manually enter contacts into the Contact section of your phone.”
Question: Is the Samsung Suede a smartphone?
Your answer: No
Question: What type of data coverage can Samsung Suede customers expect?
Your answer: Nationwide 3G Data
Question: Which of the following Muve Music elements is used to identify a song playing on the radio?
Your answer: Shazam
Question: Scenario: A customer calls to inquire why his Muve Music service displays an “Expired Service” message. Upon researching, you realize the customer’s account is on a Bridge Pay extension. Which of the following phrases best explains Cricket’s policy on Muve Music Bridge Pay extensions?
Your answer: “Muve Music is unavailable while on a Bridge Pay extension. Once you have made your final Bridge Pay extension payment, your Muve Music will become available within 24 hours.”
Question: Which of the following features is not included in the $55 Muve Music rate plan?
Your answer: Android Market
Question: True/False: Customers may add music files from their own collection to the My Music library.
Your answer: False
Question: True/False: Cricket can only provide detailed technical support for Cricket-branded Android
Your answer: True
Question: What size is the touchscreen on the LG Optimus?
Your answer: 3.2"
Question: Which of the following features is included in the BlackBerry Curve 8530 upgrade?
Your answer: First-time delivery of MMS
Question: Scenario: A new Cricket smartphone customer calls and reports having some difficulty using Android Market, Gmail, Google Maps and all other Google Services. Which step should you take first to assist the customer?
Your answer: Ask the customer if they completed signing in with their Google Account
Question: Which of the following apps is not pre-installed on Android devices and is not supported by Cricket?
Your answer: Angry Birds
Question: Which of the following features does not appear on any Cricket smartphone?
Your answer: Front-facing camera
Question: What is the first step to completing Google Account Wizard for a ZIO?
Your answer: Touch Sign-In
Question: Using a ZIO, what is the first step to connecting to a Wi-Fi network?
Your answer: Touch MENU
Question: Using an Ascend, what is the first step to pair a Bluetooth headset?
Your answer: Touch Settings
Question: Using a BlackBerry Curve, what is the second step in adding a new contact?
Your answer: Navigate to Contacts and click the Trackpad
Question: How much do Muve Music Ringback Tones cost?
Your answer: Free to Muve Music customers
Question: What key sequence must be pressed to locate the Help menu on the Huawei Ascend?
Your answer: ##4357*
