Frequently Asked Questions

• What can I do if my computer can’t see my phone when the phone is connected via USB cable? 

  1. Check whether you can see an USB icon on your phone when the USB cable is connected.

  2. If you see the icon, then swipe down from the top of any screen to open the notification panel. Make sure it’s not Charge Only. You may touch it to choose other USB options.

  3. If no USB icon is showing, please check if the USB cable connected well or try other USB cables and USB ports.

  4. USB devices may be forbidden on the computer, so please allow USB devices in computer Device Manager, or please try another computer.

  5. Maybe there are something wrong with phone, please reboot the device and have a try again. If the problem still exist, please backup your device and reset it.

  6. At last you may need bring the phone to service center to fix the software, or download the corresponding firmware from official website and update the phone with it.

   

   

• How to enable developer option? 

  Use the following tips to enable developer option:
      1.go to “settings”->”about phone”,
      2.then click on “Build number” 3 times, then there is a prompting that “you are now 4 steps away from being  a developer ”
      3.keep clicking “Build number” for 4 times , and you will enable developer option.

• What should I do if the phone cannot connect to Wi-Fi? 

  Please check the possible reason and troubleshooting steps below to solve your issue:

  1. Wi-Fi signal is too weak to establish the connection, please make sure the Wi-Fi signal is good enough when trying to connect;

  2. Connection restrictions have been set on wireless router (such as MAC/IP filtering), please change the connection restriction of the router;

  3. Phone firmware is faulty, please download the firmware from official website and update the phone.

• What should I do if the system crashes? 

  If the phone has crashed during power-on, this is most likely due to low battery, faulty SIM/TF card, or faulty phone firmware (Linux kernel); please remove SIM card and TF card, then charge the phone and retry. If the fault still exists, update the phone firmware;

  If the phone has crashed when in use, it is most likely due to the fact that there are many applications running in the phone and the phone is overloaded for too long, which results in slow response. Or it is due to the bugs in running applications, or ROOT permission of the phone is broken, which results in system instability or system crash can also be caused by faulty firmware; please avoid running too many applications at the same time and avoid phone overload for too long. Uninstall or update the applications that have bugs, format the phone, and reset the phone with official firmware.

  If the problem still exist, bring the phone to a local service center;

• What should I do if the phone cannot identify a SIM card? 

  Please check the possible reason and troubleshooting steps below to solve your issue:

  1. The phone is in Airplane mode or there is poor contact between the SIM card and phone, please turn off Airplane mode, and re-install the SIM card to restore connection between the SIM card and phone;

  2. One of the SIM card slots in dual-SIM phone is disabled, please enable the disabled SIM card slot via Dual-SIM settings to activate the SIM card;

  3. The SIM card system is not supported by the phone or the SIM card is faulty, please replace with a SIM card with supported system or replace with a normal SIM card;

  4. The phone serial number (IMEI number) is lost, on dial screen, please enter '*#06#' to view the phone serial number (IMEI number).If the serial number is lost, bring the phone to a local service center;

  5. Phone firmware is faulty, please bring the phone to a service center to fix the software, or download the corresponding firmware from official website and update the phone with it.

• What should I do if the touch screen is not working? 

  Please check the possible reason and troubleshooting steps below to solve your issue:

   

  1. The phone is interfered with the static electricity caused by the friction, please gently press the power button to turn off the screen and turn it back on. In most cases this fault can be solved with this step;

  2. The phone screen is humid or wet, please wipe away the water on the phone screen to recover the screen-touch function;

  3. There are some running applications that slow down the system, please wait until the system is back to normal or close corresponding applications;

  4. The phone firmware or the screen itself is faulty, please download the firmware from the official website and update the phone.

   

  If there are any further problems, please visit our FAQ page or contact Neffos support.