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      FAQ

      • Press and hold both the Power and Volume Up buttons for at least ten seconds to forestart your device.If your phone doesn't respond, please plug the charging cable into the phone and let it charge for 30 minutes, and then try again.If it still doesn't work, please take your phone, purchase certificate and warranty card to the nearby realme Authorized Customer Service Center for repair.

        It is recommended that you follow these steps to keep your phone in a good condition:

        *Periodically clear caches and scan viruses in [Security Center] and reboot your device once a week.

        *Uninstall apps that are unnecessary or have bugs.

        *Avoid  excessive multitasking too much at the same time. Click 'End All' to close apps running in background.

      • If your phone restarts or turns off by itself frequently, please check the following steps:

        1.If problems occur when an application is in use, uninstall the application to see if the problem has been fixed.

        2.Make sure that the problem is not caused by incorrect operations such as mistakenly touch and press the Power Button, and buttons of the phone might get stuck in the case.

        3.Your phone might restart or turn off by itself when being used in a very cold or hot environment.

        4.Plug in your phone and let it charge for 30 minutes, and then forcibly restart the phone to see if the problem is solved.

        5.Go to [Settings] > [Additional Settings] > [Schedule power on/off]] and check whether your phone is set to turn off automatically..

        6.Go to [Phone manager] > [Virus scan], scan for viruses, malicious plug-ins or programs and uninstall unsafe or unstable third-party applications.

        7.Go to [Settings] > [Software update], detect and update your phone to the latest version of realme UI.

        8.Contact the realme Support Team or take your phone, purchase certificate and warranty card to a nearby realme Service Center for repair.

      • 1.Use realme original charging cable and USB adapter. 

        2.Check the charging cable and USB adapter for signs of damage and make sure they are securely connected. Please use another charging cable and USB adapter and try again.

        3.Check the charging temperature. Charging at temperatures above 45 °C will degrade battery performance, resulting in slower charging, thus prolonging the charging time.

        4.Close background apps and avoid using your phone while charging. 

        If the problem persists, contact the realme Support Team or take your phone, purchase certificate and warranty card to a nearby realm Service Center for professional assistance.

      • 1.In daily use, it is recommended that you

        a.try to avoid placing your phone in a place with high temperature or direct sunlight.

        b.try to avoid placing the mobile phone in quilt, blanket and other places with poor heat dissipation.

        c.try to avoid using the phone while charging.

        2.Except the above environment improvements, you can also make the following settings on your phone:

        a.Use “Save Power” function

        Go to [ Settings]>[ Battery]>[Save power], and the system automatically detects and clears the power consumption problem, which can reduce the heating phenomenon.

        b.Clean up the background running applications in time

        Open the background from the bottom of the phone and click “Close all” to clear the background running applications; reduce the power consumption of the mobile phone and reduce the heating phenomenon.

      • 1.Check your location to make sure you are within the coverage of the operator's network, otherwise the network and communication signal reception of your phone will be affected or interrupted.

        2.If there is a metal protective case, please remove it from the phone because it may affect signal reception.

        3.Check the phone settings:

        Check if your SIM card is enabled.

        Adjust [Preferred network type] to [4G/3G/2G (Auto)].

        If there is a VPN connection, disconnect it.

        Go to [Settings] > [SIM card&mobile data] > [SIM card info] > [Access point name], reset APN to default settings.

        4.Take out the SIM card; check if it is damaged; clean the chip and put the card back, or try installing another SIM card on the phone to see if the problem has been solved.

        5.Restart or force restart your phone.

        6.Update to the latest version of system.

        7.First back up and transfer the data, and then reset to the initial state and settings.

        8.Contact your operator to check if it is caused by the operator's problem.

      • 1.Check your location and try in other places.You may hear noise during a call when the signal is in a dead band. Please consult your network operator for network problems.

        2.If the sound on the speaker is normal, please check your receiver. If you still can't hear clearly, your phone system or network operator may be the problem.

        3.If the receiver is blocked or dirty, it will not work properly. Please clean the receiver with a clean, soft brush or cotton swab.

        4.Remove the phone case or screen protector that might block the receiver, and then test again.

        5.Check the attached accessories and try the headset on another phone to see if it works properly.

        6.Restart the phone and update realme UI version.

        7.If you cannot hear a specific person’s voice clearly, it might be his/her phone’s problem.

      • 1.If you are in weak signal areas, please change your location and try again. If there is a metal case, please remove it, because the metal case will block the reception of signals.

        2.Check with your operator to make sure you have shopped data plans, and there is still unused data in your SIM card.

        3.Reinsert your SIM card or try another SIM card in your phone. 

        4.Check phone settings:

        Make sure [Airplane mode] and [WIFI] are turned off and enable the  mobile data.

        If there is a VPN connection, disconnect it.

        Adjust the preferred network type to [4G/3G/2G (Auto)].

        Change or reset carrier network settings.

        5.Multiple Apps running in the background will consume network speed, so please close the APPs when not in use timely. For example, downloading files in the background while watching videos online may affect the buffering speed of videos.

        6.Restart your phone and see if you fixed the problem.

        7.Detect and update realme UI version.

        8.Back up and transfer the data on your phone first, and then reset your phone to its initial state and settings.

      • Play store and realme official store rather than other sources.

        2.Close unused background applications. 

        3.Clear caches and do security scanning.

        4.Delete the photos, music, messages, videos or other files that are no more needed.

        5.Go to [Clean up storage] for optimization. You can also click [Deep clean] to clear memory files and cache junk to further free up storage space in your phone.

        6.Reduce the use of dynamic wallpapers or small plug-ins with real-time refresh capabilities.

        7.Update the system to the latest version and restart your phone once a week to clean up broken or damaged caches and prevent App bugs to make for a smoother using experience.

      • 1. Check the Wi-Fi signal on the status bar. Make sure that you're within router’s range and can receive the signal of sufficient strength.

        2. When connecting to a public Wi-Fi network, network speed might be slow because there are too many users. Try to connect to other Wi-Fi networks and see if you fixed the problem.

        3. Clean up the caches and junk files in your phone, and do security scanning.

        4. If you are a Wi-Fi network administrator, restart the router.

        5. If there are network failures and restrictions in your area, please contact your operator.

      • 1.Make sure your router is turned on and you are in range.

        2.Try the Wi-Fi network on other phones. If other phones fail to connect to this Wi-Fi network, please contact your network operator for help.

        3. Check that you have entered the correct Wi-Fi password. If a saved Wi-Fi network cannot be connected, forget this network, then enter the password and connect again. 

        4.Go to [Settings] > [Additional settings] > [Reset phone] > [Reset network settings] , and clear data and cache. Then try to connect Wi-Fi network again.

        5.Restart the phone.

        6.Check that the router is connected to the modem. Restart the router and try connecting to the Wi-Fi network again in ten minutes.

        7.Check and make sure that each cable is connected firmly and not damaged. Try reconnecting again.

        8.Back up and transfer your data first, then reset your phone to factory settings.

      • 1.Check that you have a good network connection. 

        2.Go to [Settings]> [Additional setting]> [Date&Time] and enable [Set Automatically]. The Google Play Service synchronizes with its main server to send and receive data. For this purpose, the device time and date should be set correctly.

        3.Go to [Application Management]> [Downloads], tap on [Enable] to enable the App. 

        4.Go to [Application Management]> [All] > [Google Play Store], click [Clear data] & [Clear cache].Also clear data for “Google Services Framework“. 

        5.If the problem still persists, try remove and add your Google Account on your device.

      • 1.Make sure the devices you're trying to pair are within 10 meters.

        2.Go to [Settings] > [Bluetooth] and turn on [Visible to other devices].

        3.During the pairing process, both Bluetooth devices will ask to confirm the pairing code. Make sure the code is correct.

        4.Some devices have smart power management that may turn off Bluetooth if the battery level is too low. If your phone is not paired, make sure it is fully charged or powered on with the device you are trying to pair.

        5.Restart your phone and make sure you have the latest version of the system.

      • 1.Go to [Settings] > [Additional Settings] > [App management] > [App list] > select the application which doesn’t properly and click  [Clear Data] & [Clear Cache].

        2.Reinstall the application.

      • 1.Make sure that your phone is connected to network.

        2.Go to [Settings] >[Notification & Status bar] >[Manage notifications], click the application and enable [Allow Notifications].

        3.Make sure that [Low Power mode], [Airplane mode] and [Quiet Time] or [No disturb mode] are turned off. 

        4. Go to [Settings] > [Battery] > [App battery management] > select the application and turn on [Allow foreground activity], [Allow background activity] and [Allow auto launch].

        5.Click the menu button and slide down the application page until you can lock the icon in the upper corner to allow the application to run in the background.

        6.Go to [Phone Manager]  > [Privacy Permissions] > [Auto-launch apps] and turn on the button to allow the application to start on boot and start in background.

        7.Check if there are any updates of the application and download the latest version in [Play Store]. 

        8.Update system to the latest version.

      • 1.Restart the phone to see if the problem is solved.

        2.Go to [Settings] > [App Management] >[App list], and find [Camera]. Click [Camera], and then clear its data and cache.

        3.Go to [Settings] > [Security] > [Permissions manager]>click [Apps]. Click the third-party camera app you want to use, and then allow it to use camera.

        4.Update your phone to the latest version.

      • 1.Restart the phone, and make sure you have the latest version .

        2.Back up all your data first, then reset all system settings and see if you fixed the problem.

        Notice: Do not root the phone yourself. Rooting may cause phone system damage, and you will void the warranty of your phone.

        If the problem persists, please take your phone, purchase certificate and warranty card to a nearby realm Service Center for professional assistance.

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