Troubleshooting Guide for Built-in Applications' Abnormal Messages Sending or Receiving

1. Fault Phenomenon

Cannot receive or send messages

2. Fault Cause

It may result from wrong Message Center numbers, Account’s out-of-credit, faulty network station, Settings in the third applications, phone’s malfunctions, etc.

3. Troubleshooting Method

3.1 Cannot receive messages

1. Suggest the customer check the balance of SIM card account since the fault may result from that phone ran out of credit/ overdue;

2. Suggest the customer has enabled the【Block Messages】or 【Blacklist】 for a certain phone in the Settings or other security applications;

3. Suggest the customer confirm whether the notification for unknown numbers has been blocked;

4. Suggest the customer replace with another SIM card or re-operate the operations in another time;

5. Confirm whether the software has been updated to the latest version; if it is, please upgrade the phone to the latest version（Path: Settings- Software Updates）

6. If it cannot be solved, please suggest the customer backup all the data in the phone and reset the phone;

3.2 Cannot send messages

1. Suggest the customer check the balance of SIM card account since the fault may result from that phone ran out of credit/ overdue;

2. Confirm whether messages cannot be sent for multiple users or just a single user; If just one user cannot be sent, please confirm whether the fault results from the account you are sending messages

3. Check the correctness of the Message Center number(Refer to other phones with the same operator) (Path: Settings—System Apps—Messages—More Message Settings—Message Center—xxxxxxx)；

4. Suggest the customer replace with another SIM card or re-operate the operations in another time;

5. Confirm whether the software has been updated to the latest version; if it is, please upgrade the phone to the latest version（Path:Settings- Software Updates）;

6. If it cannot be solved, please suggest the customer backup all the data in the phone and reset the phone; 

3.3 Cannot receive verification code

1. Suggest the customer can receive or send the messages from Contacts normally;

2. If the phone can receive messages from other contacts, please suggest (that) the customer (should) check whether network connection is needed or the sending will be delayed for verification code;

3. If the phone can neither receive nor send messages, please refer to operations “Cannot receive messages “to troubleshoot the fault;

4. Suggest the customer replace with another SIM card or re-operate the operations in another time;

5. Confirm whether the software has been updated to the latest version; if it is, please upgrade the phone to the latest version（Path: Settings- Software Updates）;

6. If it cannot be solved, please suggest the customer backup all the data in the phone and reset 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; 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 problem has not been solved, please send the feedback to OPPO China HQ.