Troubleshooting Guide for Crashes or Stuck Screen

Troubleshooting Method

1. The stuck screen or the crash may be caused by too many Apps running in the background. Please suggest the customer clean the running Apps in the background;

2. Suggest the customer restart the device;

3. Ask the customer that what operations has been made before the crash. If one certain App has been run before crash, suggest the customer clean the cache of the App.（Path: [Settings]—[App Management]—[Select the App]—[Storage Usage]—[Clear Data/Cache] ）; 

4. It might be caused by the insufficient storage of the phone. Please suggest the customer clean up the storage regularly, and delete the useless files, WinRAR and installation packages(File Manager—Clean Storage);

5. Confirm whether the phone has been upgraded to the latest version. If not, suggest the customer upgrade the phone to the latest version;

6. Suggest the customer backup all the data in the phone and reset the phone;

7. 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;

8. 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; 

9. If the problem still cannot be solved, replace the mainboard for the customer.