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Device Support

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    Troubleshooting

    If your device isn't working properly, you can try several solutions to solve the problem.
    In most cases you can solve the problem by following these guidelines:

    I can't turn on my mobile phone

    Cause 10 of 10: The phone lock code is activated

    The phone lock code is used to protect your mobile phone from unauthorised use. When the phone lock code is activated, it needs to be entered every time you turn on your mobile phone.

    Solution: Key in the phone lock code. You can now deactivate the phone lock code. If you've forgotten the phone lock code, contact the manufacturer for assistance.

    Step 1 of 17

    Slide your finger down the display starting from the top edge of your mobile phone.
    Press the settings icon.

    Step 2 of 17

    Press Security.

    Step 3 of 17

    Press Screen lock.

    Step 4 of 17

    You can create several types of phone lock codes. The following steps show two examples:
    Create phone lock code using a pattern, go to 2a.
    Create phone lock code using a PIN, go to 2b.

    Step 5 of 17

    Press Pattern.

    Step 6 of 17

    Press and drag a point to connect at least four points.

    Step 7 of 17

    Press CONTINUE.
    Repeat the selected phone lock code to confirm.

    Step 8 of 17

    Press CONFIRM.

    Step 9 of 17

    Press the required setting.

    Step 10 of 17

    Press DONE.

    Step 11 of 17

    Press PIN.

    Step 12 of 17

    Key in the required phone lock code and press CONTINUE.

    Step 13 of 17

    Key in the phone lock code again and press OK.

    Step 14 of 17

    Press the required setting.

    Step 15 of 17

    Press DONE.

    Step 16 of 17

    Press No lock screen.

    Step 17 of 17

    Press the home icon to end the session and return to the Home screen.

    1 Find " Screen lock"

    Slide your finger down the display starting from the top edge of your mobile phone.
    Press the settings icon.
    Press Security.
    Press Screen lock.

    2 Select option

    You can create several types of phone lock codes. The following steps show two examples:
    Create phone lock code using a pattern, go to 2a.
    Create phone lock code using a PIN, go to 2b.

    3 2a - Create phone lock code using a pattern

    Press Pattern.
    Press and drag a point to connect at least four points.
    Press CONTINUE.
    Repeat the selected phone lock code to confirm.
    Press CONFIRM.
    Press the required setting.
    Press DONE.

    4 2b - Create phone lock code using a PIN

    Press PIN.
    Key in the required phone lock code and press CONTINUE.
    Key in the phone lock code again and press OK.
    Press the required setting.
    Press DONE.

    5 Deactivate use of phone lock code

    Press No lock screen.

    6 Return to the Home screen

    Press the home icon to end the session and return to the Home screen.

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