1.0 Power, Charging, Battery
1.1 If your phone won't turn on, or has a black & frozen screen
Press and hold both the Power and Volume Up buttons for at least eight seconds to forestart your device.If you phone don't respond，plug in your phone and let it charge for up to 30 minutes, then try again.If it still doesn't work, take your phone, proof of purchase and warranty card to a nearby realme Authorized Customer Service Center for repairs.
It is recommended to follow these steps to keep your phone in 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 multitasking too much at the same time. Click 'End All' to close apps running in background.
1.2 If your phone turns off by itself
If your phone restarts or turns off by itself frequently, check the following steps:
1.If problems occur when an application is in use, uninstall it to see if you fixed the issue.
2.Make sure that the problem is not caused by incorrect operations such as mistakenly touch and press the Power Button. And your phone’s buttons might get stuck by phone case.
3.Your phone might restart or turn off by itself when being used in a very cold or hot environment.
4.Take out the SIM card ,check if it isn’t damaged or degaussing, then put the card back in and see if you fixed the issue.
5.Plug in your phone and let it charge for 30 minutes, then force restart your phone and see if you fixed the issue.
6.Go to [Settings] > [Additional Settings] > [Automatic on/off] and check if your phone is set up for automatic power off.
7.Go to [Security Center] > [Virus scan],scan for viruses, malicious plug-ins or programs and uninstall unsafe or unstable third-party applications.
8.Go to [Settings] > [System updates], detect and update your phone to the latest version of ColorOS.
9.Contact realme Support Team, or take your phone, proof of purchase and warranty card to a nearby realme Service Center for repairs.
1.3 If your phone won't charge or charges slowly
1.Use realme original charging cable and USB adapter.
2.Check your charging cable and USB adapter for signs of damage and make sure firm connections.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 and thus longer charging times.
4.Close background apps and avoid using your phone while charging.
If the issue persists, contact realme Support Team, or take your phone,charging accessories, proof of purchase and warranty card to a nearby realme Customer Service Center for professional assistances.
1.4 How to cool your realme smartphone down
1.Remove the phone case
2.It’s normal for the phone to get warm if the phone gets warm during charging，playing games or watching videos，calling or using the Internet in a poor mobile network，for it consume a lot of power . It is also recommended to make phone calls or using the Internet in an area with a strong signal. If the phone gets warmer over time or exceeds the normal operating range,you need to stop using the phone and let it rest for a while.
3.Restart the phone, and make sure you have the latest version of Color OS.
If the issue persists,take your phone, proof of purchase and warranty card to a nearby realme Customer Service Center for professional assistances.
2.0 Signal, Network, Phone Call
2.1 If your realme phone has no service or poor signal
1.Check your location and make sure that you're in an area within operator’s network coverage, otherwise your phone’s network and communication signal reception will be affected or interrupted.
2.Remove your phone’s third-party protective case if there is one, for that might affect the reception of signal.
3.Check 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] > [Dual SIM and mobile network] or [Dual SIM & Cellular] > [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 in, or try another SIM card on your phone to see if you fixed the issue.
5.Restart or force restart your phone.
6.Update to the latest version of system.
7.Back up and transfer the data first, then reset to its initial state and settings.
8.Contact your operator to check if caused by operator’s issues.
2.2 If the sound isn't clear when making or receiving call
1.Check your location and try in other places.When locate in signal dead zones, you might hear noises during phone calls.Consult with your network operator for the network issues.
2. If the voice sounds normal when on speaker, check your receiver instead. If you still can't hear clearly, then your phone system or network operator could be the issue.
3.The receiver won't work properly if it's blocked or dirty. Clean the receiver with a clean and soft-bristled brush or cotton bud.
4.Remove the phone case or screen protector that might block the receiver, then test again.
5.Check the connected accessories, and try the headset on other phones and see if it works properly.
6.Restart the phone and update ColorOS version.
7.If you cannot hear a specific person’s voice clearly, it might be his/her phone’s issue.
2.3 If you cannot use Mobile data network or have slow mobile data speed
1.If you are in weak signal areas, change your location and try again.Remove your phone case if there is one, for a metal case will block the reception of the signal.
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 on 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.Restart your phone and see if you fixed the issue.
6.Detect and update ColorOS version
7.Back up and transfer the data on your phone first, then reset your phone to its initial state and settings.
8.Multiple Apps running in the background will consume network speed , so close the APPs when not in use timely.For example, downloading files in the background while watching videos online might affect the buffering speed of the videos.
3.0 Wi-Fi, Bluetooth, Application
3.1 If your phone doesn't run smoothly or has a delayed reaction
1.If you meet the issue when you are using some specific applications, remove the application and download APPs from Google 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 [Cleanup & accelerate] for optimization. You can also click [Full clean up] 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.
3.2 If your Wi-Fi has a low speed
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 for 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 on your phone, and do security scanning.
4. If you are a Wi-Fi network administrator, restart the router.
5. Check with your operator if there are network failures and limits in your area.
3.3 If your realme smartphone won't connect to Wi-Fi network
1.Make sure that your router is on and you're within range.
2.Try the Wi-Fi network on other phones. If other phones fail to connect to this Wi-Fi network, contact your network operator for help.
3. Check if you have input the right password of WIFI.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] > [Application management] > [All] ＞ [Wi-Fi settings] and clear data and cache. Then try to connect Wi-Fi network again.
5.Restart the phone.
6.Check and make sure the router is connected to the modem. Restart the router and try to connect to Wi-Fi network again ten minutes later.
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.
3.4 If you cannot access Play Store
1.Check that you have a good network connection.
2.Go to [Settings]> [Additional setting]> [Date&Time] and enable [Set Automatically]. Google Play Services sync with the master servers to send and receive data, to do this your device time and date should be correctly set.
3.Go to [Application Management]> [All] > [Download manager], 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 issue still persists, try remove and add your Google Account on your device.
3.5 If your realme smartphone won't pair to other Bluetooth devices
1.Make sure the devices you're trying to pair are within 10 meters.
2.Go to [Settings] > [Bluetooth] and turn on [Phone Visibility].
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 isn't pairing, make sure it and the device you're trying to pair with are fully charged or connected to power.
5.Restart your phone, and make sure you have the latest version of system.
3.6 If an app you installed unexpectedly quits, stop responding, or won't open
1.Go to [Settings] > [Additional Settings] > [Application management] > [Installed] > select the application which doesn’t properly and click [Clear Data] & [Clear Cache].
2.Reinstall the application.
3.7 If you cannot receive notifications or messages of applications
1.Make sure that your phone is connected to network.
2.Go to [Settings] >[Notification and 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] > [Energy Saver] > select the application and turn off [Background Freeze], [Abnormal Apps Optimization] and [Doze].
5.Click the menu button and slide down the application page until you can a lock icon in the upper corner to allow applications to run in background.
6.Go to [Phone Manager] or [Security Center] or [Security] > [Privacy Permissions] > [Startup Manager] 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.
3.8 If the camera won't open, crashes, or shows a black screen
1.Restart the phone, and see if you fixed the issue.
2.Go to [Settings] > [App Management] and find Camera. Click Camera, and then clear its data and cache.
3.Go to [Settings] > [Security] > [Permissions]. 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.