Trouble Shooting Steps
Outlined below are general troubleshooting steps & tips to potentially fix any customer device/service issues & provide exceptional customer service.
1.) Duplicate The Issue
If a customer has an issue, you must duplicate it. Never assume what the issue is or how to fix it before you see it happening for yourself
2.) Restart The Device
Often times when a phone is having issues, simply turning the phone off & turning it back on will solve it. If you are unable to to restart the device using it's power button, then Google how to soft reset that device with the hardware keys.
Example: How to soft reset iPhone 14 pro max with hardware keys.
3.) Check If The Device Needs A System Update
Unlock the device & go to the settings menu. Somewhere in the settings you should see an option for system update.
4.) If The Issue Is App Specific Check If The App Needs An Update
Go to the play store or app store on the device & make sure the specific app is updated.
If the app is updated, try to clear the data & cache & force stop the app, here's how:
Go to the phones settings > go to app settings > click on the problem app> under storage clear the cache & clear all data > press on force stop > restart the device.
*Warning: Clearing Data & Force Stopping The App May Log User Out Of Any Accounts Associated With The App. Make Sure Customer Knows Login Information To Log Back Into The Account Successfully.*
5.) Is The Device Service Paid, Device Line Not Suspended, But Getting An Error Message When Making Calls Saying The Line Is Suspended?
Call DSG & ask for a network refresh.
6.) Device Not Ringing Or Playing Any Sound?
Make sure "Do Not Disturb" is turned off.
7.) Device Talking & You Have To Double Tap Everything On The Screen?
Talkback is enabled & must be turned off. Go to accessibility in the settings & turn off talkback.
Alternatively on select device you can hold volume up & volume down at the same time for a few seconds to turn off talkback.
Do navigate using talkback, you must select what you are trying to press on, then double tap it again. To swipe or scroll while using talkback, you must slide or swipe your fingers across the screen using at least 2 fingers.
8.) Device Issue Not Listed Above?
If the device is still having issues, Google may be your best friend in finding a solution. If a solution can not be found & the issue is unable to be resolved, contact a manager, or if the device qualifies you may do a warranty claim.
1.) Duplicate The Issue
If a customer has an issue, you must duplicate it. Never assume what the issue is or how to fix it before you see it happening for yourself
2.) Restart The Device
Often times when a phone is having issues, simply turning the phone off & turning it back on will solve it. If you are unable to to restart the device using it's power button, then Google how to soft reset that device with the hardware keys.
Example: How to soft reset iPhone 14 pro max with hardware keys.
3.) Check If The Device Needs A System Update
Unlock the device & go to the settings menu. Somewhere in the settings you should see an option for system update.
4.) If The Issue Is App Specific Check If The App Needs An Update
Go to the play store or app store on the device & make sure the specific app is updated.
If the app is updated, try to clear the data & cache & force stop the app, here's how:
Go to the phones settings > go to app settings > click on the problem app> under storage clear the cache & clear all data > press on force stop > restart the device.
*Warning: Clearing Data & Force Stopping The App May Log User Out Of Any Accounts Associated With The App. Make Sure Customer Knows Login Information To Log Back Into The Account Successfully.*
5.) Is The Device Service Paid, Device Line Not Suspended, But Getting An Error Message When Making Calls Saying The Line Is Suspended?
Call DSG & ask for a network refresh.
6.) Device Not Ringing Or Playing Any Sound?
Make sure "Do Not Disturb" is turned off.
7.) Device Talking & You Have To Double Tap Everything On The Screen?
Talkback is enabled & must be turned off. Go to accessibility in the settings & turn off talkback.
Alternatively on select device you can hold volume up & volume down at the same time for a few seconds to turn off talkback.
Do navigate using talkback, you must select what you are trying to press on, then double tap it again. To swipe or scroll while using talkback, you must slide or swipe your fingers across the screen using at least 2 fingers.
8.) Device Issue Not Listed Above?
If the device is still having issues, Google may be your best friend in finding a solution. If a solution can not be found & the issue is unable to be resolved, contact a manager, or if the device qualifies you may do a warranty claim.