Troubleshooting Guide for Abnormal WIFI Connection

Fault Phenomenon

WIFI switch cannot be opened; WI-FI cannot be connected; Unable to access the Internet after connecting WIFI; Slow WIFI internet speed; Poor WIFI signal; Jumping WIFI signal ; WIFI automatically disconnected; Unable to search out WIFI.

Troubleshooting Method

WIFI switch cannot be opened

1. Kindly suggest the customer restart the phone;
2. Confirm if the phone is upgraded to the latest version. If not, suggest the customer upgrade the phone to the latest version;
3. If the problem cannot be solved, suggest the customer bring the Purchase Invoice, Warranty Card and the phone to the nearest OPPO customer service center for further detection and repair;
4. After receiving the faulty phone, the service center firstly handles the fault according to the above steps; if the fault still recurs, flash the phone for the customer; if the fault still cannot be solved after flashing, please replace the mainboard for the customer.

WIFI cannot be connected

1. Confirm if the phone cannot connect to all WIFI or just one single WIFI;
If the phone cannot connect to all WIFI, suggest the customer restart the phone;
If it cannot be solved, it is suggest the customer log in to the browser to see if the WIFI login is needed;
If the problem cannot be solved, suggest the customer bring the Purchase Invoice, Warranty Card and the phone to the nearest OPPO customer service center for further detection and repair;
If the phone cannot connect to one single WIFI, go to the next step;
2. Suggest the customer confirm whether other devices can connect to the WIFI or not;
If other devices still cannot connect the WIFI, suggest the customer restart the router. If it still cannot be solved, guide the customer to consult the network operator or router customer service personnel for a solution.
If other devices can connect the WIFI, go to the next step;
3. Suggest the customer confirm whether there is a prompt when WIFI cannot be connected.
If there is no prompt, suggest the customer restart the phone; If the problem cannot be solved, suggest the customer bring the Purchase Invoice, Warranty Card and the phone to the nearest OPPO customer service center for further detection and repair;
If there is a prompt “Connection Refused” or “Connect Timeout”, suggest the customer restart the router and the phone. If it still cannot be solved, guide the customer to consult the network operator or router customer service personnel for a solution.
If there is a prompt “Wrong Password” or “Fail to authenticate”, suggest the customer confirm the password; if it still cannot be solved, guide the customer to consult the network operator or router customer service personnel for a solution.
4. After receiving the faulty phone, the service center firstly handles the fault according to the above steps; if the fault still recurs, flash the phone for the customer; if the fault still cannot be solved after flashing, please cross validate the mainboard, battery cover, RF cable and the antenna board,

Unable to access the Internet after connecting WIFI; Slow WIFI internet speed; Poor WIFI signal; Jumping WIFI signal ; WIFI automatically disconnected; 

1. Confirm if the fault exists in all WIFI or just one single WIFI;
If the fault exists in all WIFI, suggest the customer restart the phone; If it is not solved, suggest the customer delete the record on the WIFI(Settings-WLAN-WIFI-Forget the WIFI) and re-connect the WIFI; If the problem cannot be solved, suggest the customer bring the Purchase Invoice, Warranty Card and the phone to the nearest OPPO customer service center for further detection and repair;
If the fault exists in one single WIFI, go to the next step;
2. Suggest the customer confirm whether other devices can access the Internet when connecting the WIFI;
If other devices can access the Internet when connecting the WIFI, suggest the customer restart the phone; If it is not solved, suggest the customer delete the record on the WIFI(Settings-WLAN-WIFI-Forget the WIFI) and re-connect the WIFI; If the problem cannot be solved, suggest the customer bring the Purchase Invoice, Warranty Card and the phone to the nearest OPPO customer service center for further detection and repair;
If other devices also cannot access the Internet when connecting the WIFI, suggest the customer restart the WIFI router; if it still cannot be solved, guide the customer to consult the network operator or router customer service personnel for a solution.
3. After receiving the faulty phone, the service center firstly handles the fault according to the above steps; if the fault still recurs, flash the phone for the customer; if the fault still cannot be solved after flashing, please cross validate the mainboard, battery cover, RF cable and the antenna board,

Unable to search out WIFI

1. Confirm if the phone cannot connect to all WIFI or just one single WIFI;
If the phone cannot search out all WIFI, suggest the customer restart the phone;
If it cannot be solved, suggest the customer upgrade the phone to the latest version.
If the problem cannot be solved, suggest the customer bring the Purchase Invoice, Warranty Card and the phone to the nearest OPPO customer service center for further detection. and repair;
If the phone cannot search out just one single WIFI, go to the next step;
2. Suggest the customer confirm whether other devices can search out the WIFI or not;
    If other devices still cannot search out the WIFI, suggest the customer restart the router and the phone. If it still cannot be solved, guide the customer to consult the network operator or router customer service personnel for a solution.
If other devices can connect the WIFI, restart the phone.
Confirm if the phone is upgraded to the latest version. If not, suggest the customer upgrade the phone to the latest version.
If the problem cannot be solved, suggest the customer bring the Purchase Invoice, Warranty Card and the phone to the nearest OPPO customer service center for further detection and repair;
3. After receiving the faulty phone, the service center firstly handles the fault according to the above steps; if the fault still recurs, flash the phone for the customer; if the fault still cannot be solved after flashing, please replace the mainboard for the customer.