MWG

Step-by-step guide to troubleshoot defects

PDA or Smartphone appears broken? What to do before requesting help from Helpdesk? Is my Xda device broken and in need of service?

Many problems are easily fixed at home, and do not require actual repair of your device. If you can, perform the following procedures before emailing us for service. Users are advice to do self-test of device with using Self-Diagnostic application from the program before the trouble-shooting start.

(Choose from below the topic that helps your trouble-shooting.)

Self-Diagnosis | ActiveSync | Hardware Issues | Software Issues | Wireless features | GPS

Software Issues

There are some software issues that make your device appear to be physically broken, but need only a few quick steps to fix at home.

• System hangs at booting
• System hang in Windows Mobile OS
• System boot-up takes too long
• Built-in Software application failure
• Third-party applications or Add-on Software application failure
• Large files using up device memory or incorrect Built-in Memory Size
• Windows Media Player
• MMS

System hangs at booting

  • Remove all peripherals and power on again.

  • Perform a soft reset (PDA phone) or re-boot the device (Smartphone) and test again.

  • Perform a hard reset (PDA phone) or return to default settings (Smartphone) and test again.

  • Check that you have upgraded your ROM (OS) to the latest version. If not, upgrade your ROM (OS) and check again.

» If the problem cannot be solved, please click here to proceed to next step

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System hang in Windows Mobile OS

  • Check to see if the symptom appears before the "Today" screen appears.

  • Check that you have removed all peripherals except the AC-adapter from your device when in operation. Remove all peripherals and check again.

  • Check that you have uninstalled all 3rd party applications from your device. If not, uninstall all 3rd party applications from your device and check again.

  • Perform a soft reset (PDA phone) or re-boot the device (Smartphone) and test again.

  • Perform a hard reset (PDA phone) or return to default settings (Smartphone) and test again.

  • Check that you have upgraded your ROM (OS) to the latest version. If not, upgrade your ROM (OS) and check again.

» If the problem cannot be solved, please click here to proceed to next step

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System boot-up takes too long

  • Check that you have removed all peripherals except the AC-adapter from your device when in operation. Remove all peripherals and check again.

  • Perform a soft reset (PDA phone) or re-boot the device (Smartphone) and test again.

  • Perform a hard reset (PDA phone) or return to default settings (Smartphone) and test again.

  • Check that you have upgraded the ROM (OS) to the latest revision. If not, upgrade your ROM (OS) and check again.

» If the problem cannot be solved, please click here to proceed to next step

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Built-in Software application failure

  • Perform a soft reset (PDA phone) or re-boot the device (Smartphone) and test again.

  • Perform a hard reset (PDA phone) or return to default settings (Smartphone) and test again.

  • Check that the application still fails to execute after you upgraded the ROM (OS) to the latest revision. If you haven't upgraded your ROM (OS) do so now and check again.

» If the problem cannot be solved, please click here to proceed to next step

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Third-Party applications or Add-on Software application failure

  • Check that your device configuration meets the minimum requirement of the 3rd party application.

  • Check that the application still fails to execute after you have upgraded the ROM (OS) to the latest revision. If you haven't upgraded your ROM (OS) do so now and check again

  • Check that the application still fails to execute after you have uninstalled and reinstalled it.

  • Perform a soft reset (PDA phone) or re-boot the device (Smartphone) and test again.

  • Perform a hard reset (PDA phone) or return to default settings (Smartphone) and test again.

  • Check with 3rd party application developer for further support.

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Large files using up device memory or incorrect Built-in Memory Size

  • Remove large files such as ringtones, pictures, videos, and large amounts of e-mail stored.

  • Clear Internet Explorer or 3rd party browser cache files.

  • Uninstall all 3rd party applications from your device and check your built-in memory size again.

  • Perform a soft reset (PDA phone) or re-boot the device (Smartphone) and upgrade software again.

  • Perform a hard reset (PDA phone) or return to default settings (Smartphone) and upgrade software again.

» If the problem cannot be solved, please click here to proceed to next step


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Windows Media Player

  • Check that the file types you are playing are supported on Windows Media Player. (Such as .asf, .asx, .wm, .wma, .wmv and .wav)

  • Check that you have upgraded your ROM (OS) to the latest version.

  • Perform a soft reset (PDA phone) or re-boot the device (Smartphone) and test again.

  • Perform a hard reset (PDA phone) or return to default settings (Smartphone) and test again.

» If the problem cannot be solved, please click here to proceed to next step

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MMS

  • Perform Auto-Configurator from program menu and select install the correct service provider setting according to simcard.

  • Check that your account support SMS/MMS messaging and GPRS connection.

  • Check that the SMS service center is properly set up on your device.

  • Check that you have upgraded your ROM (OS) to the latest version.

  • Perform a soft reset (PDA phone) or re-boot the device (Smartphone) and test again.

  • Perform a hard reset (PDA phone) or return to default settings (Smartphone) and test again.

» If the problem cannot be solved, please click here to proceed to next step

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