HTC One M8 Troubleshooting Guide

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31-03-2014
RedZot

HTC One M8 Troubleshooting Guide
HTC One M8 is a recently launched Android smartphone offering amazing screen and good hardware. It is a high end model ideal for multimedia and gaming. In this short guide you can find various troubleshooting information about such devices.

1. I cannot hear sound from headset.

Solution:
1. Please make sure the headphone is completely pluged into the 3.5 mm earphone jack.
2. Please try to play any music and adjust the volume to make sure the sound settings is correct.
3. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
2. I'm having issue while connecting the phone to the internet.

Solution:
1. Please make sure the "Mobile data" or "Wi-Fi" has been turned on. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap "Mobile Data" or "Wi-Fi" tile to turn connection on)
2. Please open the Internet browser and try to connect to any web pages. If you are connected to a public Wi-Fi network, you may need to enter and log-in the account name and password. Please make sure you entered the correct account name and password, If you do not have these information please try to acquire them from the network provider.
3. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
3. I cannot enable Wi-Fi on the phone.

Solution: To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.

4. The phone cannot find the Wi-Fi network.

Solution:
1. Please try restarting the router and make sure it's working properly. Then try to scan for available Wi-Fi network to connect again. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap the "… " on the Wi-Fi tile > tap "Menu" on the upper right corner > tap "Scan")
2. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
5. I cannot sync or update my emails on the phone.

Solution:
1. Please make sure the "Mobile network" or "Wi-Fi" has been turned on. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap "Mobile Data" / "Wi-Fi" tile to turn connection on)
2. Please open the Internet browser and try to connect to any web pages. If you are connected to a public Wi-Fi network, you may need to enter and log-in the account name and password. Please make sure you entered the correct account name and password, If you do not have these information please try to acquire them from the network provider.
3. Please check if your email settings, username and password are correct. (If you changed the password on your PC, then the password you saved on your phone before need to be updated as well.)
4. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
6. I cannot sync or update my social network account on the phone.(Ex: Twitter, Facebook etc.)

Solution:
1. Please make sure the "Mobile network" or "Wi-Fi" has been turned on. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap "Mobile Data" / "Wi-Fi" tile to turn connection on)
2. Please open the Internet browser and try to connect to any web pages. If you are connected to a public Wi-Fi network, you may need to enter and log-in the account name and password. Please make sure you entered the correct account name and password, If you do not have these information please try to acquire them from the network provider.
3. Please check if your social network account settings, username and password are correct. (If you changed the password on your PC, then the password you saved on your phone before need to be updated as well.)
4. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
31-03-2014
RedZot

Re: HTC One M8 Smartphone Troubleshooting Guide
7. I have a lot of missed calls for no apparent reasons.

Solution:
1. Please make sure your ringtone volume is louder enough, and we suggest you to set the ringtone at "Vibrate" mode if you are in a noisy environment. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap Settings > Sound > Sound profile > Vibrate)
2. Try moving to an area with better reception. If this helps, this might be the indication that the reception is not strong enough in your area. This will impact your ability to receiving and making phone calls.
3. To prevent the data and voice connection conflict on the 2G or EDGE network, please try to use Wi-Fi, 3G or 4 G network for your Internet browsing and social networking needs.
4. If you are using free voice call app (ex: LINE), please make sure your data connection is available. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap "Mobile Data" / "Wi-Fi" tile to turn connection on)
5. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
8. The other party can barely hear me in a call.

Solution:
1. Please make sure there is nothing covering the microphone.
2. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
9. I'm having issue while adding a new account.

Solution:
1. Please make sure the "Mobile network" or "Wi-Fi" has been turned on. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap "Mobile Data" / "Wi-Fi" tile to turn connection on)
2. Please open the Internet browser and try to connect to any web pages. If you are connected to a public Wi-Fi network, you may need to enter and log-in the account name and password. Please make sure you entered the correct account name and password, If you do not have these information please try to acquire them from the network provider.
3. Please make sure if you can use the same account to login on a computer.
4. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
10. I cannot use my phone as the disk drive.

Solution:
1. To exclude issues caused by computer settings, we suggest restarting your computer and try it again.
2. Please make sure you are using the latest HTC Sync Manager. (click "三" icon at the right upper corner in HTC Sync Manager screen > Check for updates)
3. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
4. Please make sure there is no obstructions between your USB cable and the USB port, and try a different USB cable with a different USB port.
11. I forgot the SIM card PIN code.

Solution: To unlock your SIM PIN, please contact your mobile operator for assistance.

12. I cannot turn on my phone.

Solution: Please charge your phone for at least 15 minutes to make sure your phone has enough power to startup, then try to turn on the phone again. (The battery charging is complete once the charging LED stops blinking and is lit constantly)
31-03-2014
RedZot

Re: HTC One M8 Smartphone Troubleshooting Guide
13. Sometimes my phone will restart on its own.

Solution:
1. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
2. Try stopping any newly installed applications that might be running on the device. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap Settings > Apps > Swipe to Running page > tap on the application you wish to stop > Stop)
14. My phone is running slow.

Solution:
1. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
2. Try stopping any newly installed applications that might be running on the device. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap Settings > Apps > Swipe to Running page > tap on the application you wish to stop > Stop)
15. My LED is flashing red & green light alternately.
Solution:
1. This symptom is probably caused by the system detects the charging time is over 16 hours straight, so please un-plug & plug the charger again to reset the timer.
2. It's also possible that the system temperature is abnormal (> 58℃ or < 0℃), so please make sure the environmental temperature is within the normal range; or please stop any operations on your phone to cool down the system.
3. The last scenario will be the system detects non HTC or unknown battery ID, so please send the phone to repair for further analysis.
16. My phone storage is low.

Solution: Please follow the tips below to optimize the usage of your phone storage: (Reminder: Back up your content before you remove any content from your device.)
1. Free up your phone storage via your PC: Connect your phone to your PC > open the file browser > manage & remove content in the "Internal storage" folder under "Portable device" category.

2. Free up your phone storage via your phone:
- Remove content from the Polaris Office, Gallery, Music apps.
- Remove downloaded apps: With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap Settings > Apps > swipe to Downloaded > tap the application you seldom use > Uninstall
- Remove unnecessary mails in the mail app.
3. Make the download email interval/ size as short/ small as possible. (Take Exchange email for example: With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap Settings > Accounts & sync > tap Exchange ActiveSync > tap General settings > choose "1 day" from "Download past mail" list & "Headers only" from "Mail size limit" list)

17. Remote control function doesn't work.

Solution:
1. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
2. Use camera preview of a different device (ex: Phone, webcam, laptop computer, etc.) to verify that it can see IR flashing by using a different Remote control like your TV controller. If it can, go to Step 3.
3. To make sure the IR transmission on HTC phone is working, please check if IR LED located at power button is flashing by using camera preview of a different device. (Go to TV app > tap the "Remote control" icon > Press any buttons under "Remote control panel" and check if you could see IR flashing at power button on the preview screen of a different device's camera.)
4. To learn the IR comments from your original remote controller, please go to TV app > tap "Remote control" icon > tap the 3 dots icon > select Button setup > choose Remote, Power or Input buttons you need to re-configure then press NEXT > Follow the steps & instructions on your phone.
18. TV program list is out of date or wrong information.

Solution:
1. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
2. Data connection is required for this function, please make sure the "Mobile network" or "Wi-Fi" has been turned on. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap "Mobile Data" or "Wi-Fi" tile to turn connection on)
3. To refresh the content in you TV app, please leave and log in to the TV apps again.
19. TV control works fine but only set top box isn't responding.

Solution:
1. Please make sure you have the latest version of the application. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap Settings > About > Software updates > Check now)
2. Ensure that the set top box is configured to receive and respond to IR(Infrared Frequency) commands.
3. If your set top boxes use RF as the default, please refer to the link below to switch your set top box from RF to IR mode. Link
Note: HTC TV app uses IR(infrared light) signals to send commands to devices, including your set top box. Some set top boxes (especially from satellite providers) use RF as the default, but can usually be configured to also receive IR.

20. Buttons are not working as they should

Solution:
1. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
2. To learn the IR comments from your original remote controller, please go to TV app > tap "Remote control" icon > tap the 3 dots icon > select Button setup > choose Remote, Power or Input buttons you need to re-configure then press NEXT > Follow the steps & instructions on your phone.
21. The screen rotation is very sensitive or response slow.
Solution:
1. Please place the phone on a level surface to calibrate G-Sensor. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap Settings > Display& gestures > G-Sensor calibration at the bottom of the list.)
2. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
22. The touch panel does not respond correctly or react slowly.
Solution:
1. If the wrong response is happened while using the virtual keyboard, please try to calibrate keyboard. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap Settings > Language and keyboard > HTC Sense Input > Advanced > Calibration tool
2. Since dust / metal / moisture on the screen will impact the touch function, please try to clean the surface of the screen to make sure you get the correct response from the Touch Screen.
3. To exclude the possibility of conflicts from 3rd party applications, please try restarting your phone by press and hold the "POWER" button > choose "Restart" in Phone options pop up window.
23. I lost data connection while updating the phone.

Solution:
1. To resume downloading the update, please reconnect your mobile network or Wi-Fi connection. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap "Mobile Data" or "Wi-Fi" tile to turn connection on)
2. If downloading is still not resumed, please manually check the update on your phone. (With two fingers, swipe down from the status bar to open Quick Settings panel, and then tap Settings > About > Software update > Check now)Since downloading will take a few minutes, we suggest you staying in an area with good data connection reception to perform the software update.