System Hanging Issue
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Troubleshooting overview：1Check the problem scenario →2 Application checking → 3Tips → 4 4 Send for repair/inspection
| Issue | Troubleshooting steps | Troubleshooting Scripts | Judgement criteria | Solutions | Suggested Scripts | Remarks |
| System hang | Step 1：Check the problem scenario | Does the hanging problem happen all the time or when using specific app. | All the time | Jump to step 3：Tips | ||
| Using specific app | Jump to step 2 | |||||
| Step 2: Application checking | System handing while | playing“PUBG”or Arena of Valor | 1. Reduce the screen resolution 2. Reduce the game frame rate 3. Turn off some special effects 4. Turn on smooth adaptive | 1. Decreasing the screen resolution can reduce the lag. It is recommended that you reduce it from "Ultra HD" to "balanced" and try again. If it still lags, you can reduce it to "Smooth" and try again 2. Decreasing the frame rate of the game can reduce the lag. It is recommended that you reduce it from "Ultra High" to "High" or "Low" before trying 3. You can turn off some special effects and try again, such as "anti-aliasing effects", "shadow effects", etc. | ||
| playing games | 1. Reduce screen resolution/special effects 2. Avoid long-term use 3. Update the game to the latest version | 1. It is recommended that you can reasonably set the game image quality, resolution and special effects according to your needs 2. High temperature will cause the CPU frequency to be reduced, thus failing to achieve the highest performance 3. It is recommended that you update the game to the latest version. The new version of the game will be continuously optimized and adapted to the corresponding models and systems, so as to maximize the performance of the phone | ||||
| Using chat software Line Whats APP | 1. Clear some chat data 2. Update to the latest version | 1. Please regularly clean up the cached data of the chat software (you need to remind the user that the chat history will be lost) 2. It is recommended that you update the software to the latest version, the new version will continue to optimize and adapt to the corresponding models and systems, and maximize the performance of the phone | ||||
| Using other APP | 1. Clean up application cache data 2. Restart the phone 3. Uninstall and reinstall | 1. It is recommended that you regularly clean up the data and cache of this application to ensure smoothness (remind that the software data will be lost) 2. It is recommended that you restart your phone and use this software again to observe whether it returns to normal 3. It is recommended that you uninstall and reinstall the software to try to restore it (remind that the software data will be lost) 4. If there are still problems with the latest version, it is recommended to go to the customer service center for further inspection | ||||
| Step 3:Tips | Here are some tips for improving the performance of your phone: 1. Turn off the power saving mode: the power saving mode will limit the performance of the CPU, it is recommended to turn off the power saving mode 2. Clear infrequently used programs running in the background: programs running in the background will occupy the phone's running memory, and excessive running memory will cause the system to freeze 3. Clean up phone storage: Insufficient phone storage capacity will cause the phone to freeze, please delete useless data to ensure enough storage space for the phone | Use the suggested Scripts | Later, I will send you some of the tips of avoiding hanging via SMS. There are detailed operation steps. Please set it up . | The operation path must be included in the SMS | ||
| Step 4： Send for repair/inspection | Sorry for bringing you a bad experience. Please bring the purchase invoice, warranty card and mobile phone to the OPPO customer service center for testing. Our professional engineer will help you solve it. Would it be convenient for you to come? | Send for repair | If the user is willing to come, you need to proactively inform the user that there is an appointment service, and remind the backup data | |||
| [Special Scenario] If the user directly describes the following specific scenarios, then follow the solution below: 1. No response to specific applications (screen stuck)）：It is recommended to reinstall the latest version of the application in Play store, if it still cannot be restored, please contact the customer service center for processing 2.After ColorOS 6 is upgraded to ColorOS 7: After the upgrade, it may cause the phone to have problems of heating, freezing, and fast power consumption. It is recommended that you restart the phone after charging for one night, or after 2-3 days of normal use. | ||||||