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      What can I do if my smartphone/device is not taking a charge?

      There are a few reasons why your smartphone/device is not taking a charge:

      • Incorrectly installed battery
      • Damaged battery
      • Incompatible charger

      Before proceeding to troubleshooting, please check the steps below:

      1. Please verify the charging port is not loose or has no damage.
      2. Please plug in the undamaged original charger (that came with the device) to a verified working wall outlet, then connect it to your device.
      3. With the device still connected to the charger, please press and hold the Power button of the device for a full 30 seconds.
      4. If there's no change, please press and hold the Volume Down button and the Power button for a full 30 seconds.
      5. If there's no response, then please press and hold the Volume Up and the Power button for a full 30 seconds.
      6. If there's still no response, please allow the device to remain plugged in for several minutes and then try the steps again.
      7. If the issue persists, proceed to troubleshooting guide below.

      Is there any physical or liquid damage to the device?

      If yes, then you will need to contact the manufacturer for service.


      Are you using the original (OEM) charger that came with the device?


      Try OEM Charger if possible. If the issue persists, see the next question.


      Have you tried other chargers?

      Try a different charger. If that charger works, proceed to step 10 for warranty assistance with the charger.


      Have you tried multiple wall power outlets?

      Try another working wall power outlet.


      Did you try Factory reset the device?

      Try performing a Factory Data Reset.

      Helpful?

      Selected Phone:

      XT1920DL

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