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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 25

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

    Step 2 of 25

    Press Lock screen and security.

    Step 3 of 25

    Press Screen lock type.

    Step 4 of 25

    You can create several types of phone lock codes. The steps below describe three examples:
    Create phone lock code using a pattern, go to 2a.
    Create phone lock code using a PIN, go to 2b.
    Create phone lock code using your fingerprint, go to 2c.

    Step 5 of 25

    Press Pattern.

    Step 6 of 25

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

    Step 7 of 25

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

    Step 8 of 25

    Press CONFIRM.

    Step 9 of 25

    Press the required setting.

    Step 10 of 25

    Press DONE.

    Step 11 of 25

    To add a fingerprint:
    Press SET UP.
    Follow the instructions on the display to add a fingerprint.

    Step 12 of 25

    To continue without adding a fingerprint:
    Press LATER.

    Step 13 of 25

    Press PIN.

    Step 14 of 25

    Key in the required phone lock code and press CONTINUE.

    Step 15 of 25

    Key in the phone lock code again and press OK.

    Step 16 of 25

    Press the required setting.

    Step 17 of 25

    Press DONE.

    Step 18 of 25

    To add a fingerprint:
    Press SET UP.
    Follow the instructions on the display to add a fingerprint.

    Step 19 of 25

    To continue without adding a fingerprint:
    Press LATER.

    Step 20 of 25

    Press Fingerprints.

    Step 21 of 25

    Press the required phone lock code.
    Follow the instructions on the display to create the required phone lock code.
    Follow the instructions on the display to add a fingerprint.

    Step 22 of 25

    Press the required setting.

    Step 23 of 25

    Press DONE.

    Step 24 of 25

    Press None.

    Step 25 of 25

    Press the Home key to end the session and return to the Home screen.

    1 Find " Screen lock type"

    Slide your finger down the display starting from the top edge of your mobile phone.
    Press the settings icon.
    Press Lock screen and security.
    Press Screen lock type.

    2 Select option

    You can create several types of phone lock codes. The steps below describe three examples:
    Create phone lock code using a pattern, go to 2a.
    Create phone lock code using a PIN, go to 2b.
    Create phone lock code using your fingerprint, go to 2c.

    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.
    To add a fingerprint:
    Press SET UP.
    Follow the instructions on the display to add a fingerprint.
    To continue without adding a fingerprint:
    Press LATER.

    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.
    To add a fingerprint:
    Press SET UP.
    Follow the instructions on the display to add a fingerprint.
    To continue without adding a fingerprint:
    Press LATER.

    5 2c - Create phone lock code using your fingerprint

    Press Fingerprints.
    Press the required phone lock code.
    Follow the instructions on the display to create the required phone lock code.
    Follow the instructions on the display to add a fingerprint.
    Press the required setting.
    Press DONE.

    6 Deactivate use of phone lock code

    Press None.

    7 Return to the Home screen

    Press the Home key to end the session and return to the Home screen.

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