Four Steps to Troubleshoot Your Mobile Handset

Every long time wireless user has encountered a “cursed phone.” One of the functions of complete mobile device management is to keep these experiences to a minimum and when necessary, get the unit upgraded or replaced as quickly as possible. We help clients with virtually every problem, whether they need information on how to use a service or have a more serious situation at hand, such as billing irregularities or a broken handset.

troubleshooting wireless

Not all problems are so obvious

Don’t hesitate to call – but did you know that you can take several steps to deal with problems yourself, without needing to be an expert? The secret is to understand how to narrow down an issue to a definite cause – something called “reducing to the solution.” To do this, you rule out possible causes in a logical order, “reducing” the number of possible causes. For phones, try the following process, step by step:

1) Check the Power

Many problems can be caused by low or intermittent power and sometimes, software doesn’t do a good job of displaying true power levels. Take the time to fully charge your phone and check if the problem is still there. If the phone won’t charge across at least two outlets, there’s definitely a power issue with the battery or adapter.

2) Check the Network

Contact your carrier to check on network status in your area. You may discover an outage or that your coverage defaults to a lower level of service. If the problem goes away when your phone connects to a full service network, then the network is the source of your problem – not the phone.

3) Check Your Settings

You may have accidentally changed your phone’s settings, or suffered an unanticipated side effect from changing them intentionally. Go through each menu and look for settings that are different from the default, factory settings. Change them back. If that fixes the problem, great!

4) Check Your Software

Back up any saved information and files on your phone, and install the latest version of its software (iPhone OS, Android, etc.). If you already have the latest version, reinstall that. If this doesn’t solve your problem, perform a “clean” installation if you can to put the phone back to basic factory and carrier settings.

Once you’ve done all of the above, you should end up with a working phone or one that needs professional help. By recording these steps, support staff will know what the problem isn’t and your phone will be repaired that much faster.