Step-by-step guide to troubleshoot defects
PDA or Smartphone appears broken?
What to do before requesting help from Helpdesk?
Is my Xda device broken and in need of service?
Many problems are easily fixed at home, and do not require actual repair of your
device. If you can, perform the following procedures before emailing us for
service.
Users are advice to do self-test of device with using Self-Diagnostic application from
the program before the trouble-shooting start.
(Choose from below the topic that helps your trouble-shooting.)
Hardware Issues
Many hardware issues can be fixed by making adjustments to your device settings or using your
device more effectively, rather than sending it to us for a repair.
Please select the area of problem below:
Power & Battery |
Touchscreen / LCD Screen |
Memory cards |
Camera |
Audio |
Mechanical
Mechanical
• No response/Slow response on keypad including numeric keypad
• No response/slow response on action button/5-way navigation button
• No response/slow response on built-in Qwerty Keyboard
• Vibrate Function
No response/Slow response on keypad including numeric keypad
- Run Self-Diagnostic application from the program menu and run all button related function test. (For all WM5 and WM6 devices)
- Check if any button is stuck or if there is obvious cosmetic damage on any buttons.
- Close all unused running applications.
- Perform a soft rest (PDA phone) or re-boot the device (Smartphone) and test again.
- Remove unnecessary PIM data or uninstall unused applications.
- Perform a hard rest (PDA phone) or return to default settings (Smartphone) and test again.
- Perform ROM (OS) upgrade to the latest version and test again.
» If the problem cannot be solved, please click here to proceed to next step
No response/slow response on action button/5-way navigation button
- Run Self-Diagnostic application from the program menu and run all button related function test. (For all WM5 and WM6 devices)
- Check if any button is stuck or if there is obvious cosmetic damage on any buttons.
- Close unused running applications.
- Perform a soft rest (PDA phone) or re-boot the device (Smartphone) and test again.
- Remove unnecessary PIM data or uninstall unused applications.
- Perform a hard rest (PDA phone) or return to default settings (Smartphone) and test again.
- Perform ROM (OS) upgrade to the latest version and test again.
» If the problem cannot be solved, please click here to proceed to next step
No response/slow response on built-in Qwerty Keyboard
- Check if any button is stuck or if there is obvious cosmetic damage on any buttons.
- Close unused running applications.
- Perform a soft rest (PDA phone) or re-boot the device (Smartphone) and test again.
- Remove unnecessary PIM data or uninstall unused applications.
- Perform a hard rest (PDA phone) or return to default settings (Smartphone) and test again.
- Perform ROM (OS) upgrade to the latest version and test again.
» If the problem cannot be solved, please click here to proceed to next step
Vibrate Function
- Run Self-Diagnostic application from the program menu and run all vibrate function test. (For all WM5 and WM6 devices)
- Check that the vibrate mode setting is not turned off. If it is, turn vibrate mode on and check again.
- Perform a soft reset (PDA phone) or re-boot the device (Smartphone) and test again.
- Perform a hard reset (PDA phone) or return to default settings (Smartphone) and test again.
» If the problem cannot be solved, please click here to proceed to next step
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