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Huawei Ascend Mate2, Faq

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HUAWEI Ascend Mate2 Smart Phone   
FAQ 

1 Hardware and installation 

 

Issue 01 (2014-07-08) 

Huawei Proprietary and Confidential                                     

Copyright © Huawei Technologies Co., Ltd. 

1 

 

1 

Hardware and installation 

1.1 How do I tell that my phone is fully charged? 

 

If you are charging your phone when it is powered on, press the power button to turn on 

the screen. If the battery icon on the status bar becomes 

, or "Charged" is displayed 

on the lock screen, your phone is fully charged.   

 

If you are charging your phone when it is powered off, press the power button to turn on 
the screen. If the charging indicator becomes 100%, your phone is fully charged.   

1.2 What can I do if my phone can't properly display the 
battery level? 

Restart your phone or back up important data and restore your phone to its factory settings.   

If the problem persists, replace the battery. If your phone is not user-removable, contact an 
authorized Huawei service center.   

1.3 What can I do if my phone fails to be charged? 

 

If the battery power is completely used up: 

If the battery is over-discharged, the battery will be locked to protect itself. Connect your 
phone to the charger and wait for a while. If your phone has a removable battery, it is 
recommended that you use a travel charger to charge the battery for 2 hours and install 
the battery to your phone to continue charging it.   

 

If the battery power is not completely used up: 

Use the original charger provided with your phone. If the charging failure occurs when 
you use the original charger, replace the USB cable or power socket.   

If the problem persists, restart your phone and try again.   

 

If your phone is overheating:   

Your phone adopts a over temperature protection design that disables charging if your 
phone is overheating.   

Summary of Contents for Ascend Mate2

Page 1: ...HUAWEI Y336 A1 Smart Phone FAQ Issue 01 Date 2014 07 08 HUAWEI TECHNOLOGIES CO LTD ...

Page 2: ...e customer All or part of the products services and features described in this document may not be within the purchase scope or the usage scope Unless otherwise specified in the contract all statements information and recommendations in this document are provided AS IS without warranties guarantees or representations of any kind either express or implied The information in this document is subject...

Page 3: ...in the root access of my phone Error Bookmark not defined 2 9 What can I do if my phone runs slowly 5 2 10 What data will be erased if I restore my phone to its factory settings 7 2 11 How do I exit safe mode 7 3 Mobile data and Wi Fi 8 3 1 What can I do if I can t access the Internet after my data service is turned on 8 3 2 What can I do if my mobile data connection constantly disconnects 10 3 3 ...

Page 4: ...the message font size 29 6 6 Can I restore deleted messages 29 6 7 Is there any restriction on the email attachment size 29 7 Camera music and video 30 7 1 Can I disable the shutter sound 30 7 2 Can I change the default save path for photos and videos 30 7 3 How do I set the microSD card as my default save location for photos and videos 30 7 4 Why can t my phone open some images audio clips or vid...

Page 5: ...tion information displayed on my phone is inaccurate 40 11 Screen and display 42 11 1 What can I do if I forget the screen unlock password or pattern 42 11 2 Why can I see the pixels on the phone screen in strong light 42 11 3 What can I do if the touchscreen doesn t work 43 11 4 Why does the screen automatically turn off 43 11 5 Why does my wallpaper automatically scroll when I switch between dif...

Page 6: ...one to its factory settings If the problem persists replace the battery If your phone is not user removable contact an authorized Huawei service center 1 3 What can I do if my phone fails to be charged If the battery power is completely used up If the battery is over discharged the battery will be locked to protect itself Connect your phone to the charger and wait for a while If your phone has a r...

Page 7: ... my phone s date and time is not automatically synchronized after I reinstall the battery After the battery is removed your phone s main board will not have sufficient battery power to store the date and time settings Therefore after you install the battery again you need to manually modify the date and time It is recommended that you use the network time Your phone will automatically synchronize ...

Page 8: ...orcibly restart your phone If your phone powers off during normal use and can t power on again The battery level may be too low Charge your phone for a while and try again If the problem persists Contact Huawei technical support or take your phone to an authorized Huawei service center 2 2 What can I do if my phone automatically powers off or restarts Check whether the battery level is too low If ...

Page 9: ...ile charging Your phone provides overheat protection for the circuits making sure the heat will not make the battery faulty or shorten its life span Charge your phone in a cool and dry place Do not surf the Internet play games watch videos or use other power intensive application while your phone is charging If your phone generates excessive heat while you are playing games When you play games you...

Page 10: ... 2 1 Note The figures are for your reference only The actual screens may vary 2 6 What can I do if my phone update fails It is recommended that you connect your phone to a charger before updating your phone Insufficient battery power will result in update failure Do not remove or insert the battery during the update If the update still fails restart your phone or back up important data and restore...

Page 11: ...s Co Ltd 6 Close applications not in use Go to the Settings screen and touch Manage apps Under Running select the application you want to close touch Stop and follow the onscreen instructions to close the application Figure 2 2 Clear the application cache Go to the Settings screen and touch Manage apps Under All touch Clear cache Figure 2 3 ...

Page 12: ... data and restore your phone to its factory settings Note The figures are for your reference only The actual screens may vary 2 8 What data will be erased if I restore my phone to its factory settings Restoring your phone to its factory settings erases all your personal data from the phone storage including your email accounts system and application settings and installed applications 2 9 How do I...

Page 13: ...your phone Make sure your phone supports the SIM card mode For details contact your SIM card vendor Make sure you have subscribed to a data plan for your SIM card For details contact your service provider Make sure your SIM card has sufficient balance Your service provider may stop providing Internet access to SIM cards that have a negative balance Go to the Settings screen and touch More Data usa...

Page 14: ...HUAWEI Ascend Mate2 Smart Phone FAQ 3 Mobile data and Wi Fi Issue 01 2014 05 19 Huawei Proprietary and Confidential Copyright Huawei Technologies Co Ltd 9 Figure 3 1 ...

Page 15: ... to the Settings screen touch Mobile networks Access Point Names touch Reset to default and then try again Figure 3 2 Note The figures are for your reference only The actual screens may vary 3 2 What can I do if my mobile data connection constantly disconnects Take your phone to a place with good reception Go to the Settings screen touch Mobile networks and select the Enable always on mobile data ...

Page 16: ...t your service provider to make sure your APN parameters are properly configured Go to the Settings screen touch Mobile networks and touch Access Point Names to view your APN information Figure 3 4 If the problem persists back up important data restore your phone to its factory settings and try again Note The figures are for your reference only The actual screens may vary ...

Page 17: ...urn off your data service when you don t need to go on the Internet To quickly turn on or off your data service open the notification panel and touch When you surf the Internet set your phone to block images on web pages On the Browser screen touch Settings Bandwidth management and clear the Load images check box Figure 3 5 If not needed turn off background data synchronization Open the notificati...

Page 18: ...i Fi hotspot If the Wi Fi hotspot is encrypted check whether the password you entered is correct Note that the password is case sensitive Check whether the Wi Fi hotspot name or password has changed If so obtain the new information and try again The Wi Fi reception may be poor Make sure you are within the working range of the Wi Fi hotspot The number of connected devices may have reached the Wi Fi...

Page 19: ...nd hold the hotspot From the displayed option menu choose Modify network In the displayed dialog box select the Show advanced options check box Under IP settings touch the drop down list box and choose Static Then enter the IP address and domain name After your phone connects to the Wi Fi network a Wi Fi icon will be displayed on the status bar Figure 3 8 Note The figures are for your reference on...

Page 20: ...e displayed option menu choose Always Figure 3 9 If the problem persists restart Wi Fi on your phone or restart the Wi Fi hotspot device Note The figures are for your reference only The actual screens may vary 3 7 What can I do if my phone can t find any available Wi Fi network after I turn on Wi Fi Restart the Wi Fi hotspot device such as your wireless router Restart Wi Fi on your phone Restart y...

Page 21: ...ninstall touch Uninstall and follow the onscreen instructions to remove the application If an application cannot be uninstalled the Uninstall button will not be displayed on the App info screen Figure 4 1 System applications cannot be uninstalled Note The figures are for your reference only The actual screens may vary 4 2 How do I download third party applications A rich selection of applications ...

Page 22: ...application you are trying to download is in this format If the application is not from Google s Play Store go to the Settings screen touch Security select the Unknown sources check box and touch OK Figure 4 2 The third party application may not be compatible with your phone Note The figures are for your reference only The actual screens may vary 4 4 What can I do if third party applications close...

Page 23: ...e problem persists restart your phone or back up important data and restore your phone to its factory settings Note The figures are for your reference only The actual screens may vary 4 5 How do I close background applications Go to the Settings screen and touch Manage apps Under Running select the application you want to close touch Stop and follow the onscreen instructions to close the applicati...

Page 24: ...e the weather Before you update the weather make sure your phone has a data connection If the problem persists the application database may not be updated yet Try again later Figure 4 5 Download another weather application for comparison Weather information provided by weather applications may not be completely accurate Please refer to weather information published by the Weather Bureau Note The f...

Page 25: ...pper part of the screen is not blocked by another object 5 2 What can I do if the call volume is small or the call sound is unclear Make calls in places with good reception When you are holding the phone make sure the earpiece is aligned with your ear Do not block the microphone with your finger or other object Speak to the microphone within 10 cm away Use the Huawei original headset for calls Oth...

Page 26: ...u have deleted the ringtone file If so download the file and set the ringtone again If the ringtone file you set is saved in the microSD card the ringtone will restore to the default one when you connect your phone to a computer in USB storage mode Disconnect your phone from the computer or move the ringtone file to your phone storage To the ringtone file you set is saved in a microSD card check w...

Page 27: ...phone Bluetooth Make sure both phones support Bluetooth Step 1 Enable Bluetooth on both phones and pair them up Step 2 In the contact list on your phone touch Share contacts Step 3 Select the contacts you want to export and touch SHARE Step 4 From the displayed option menu choose Bluetooth Step 5 In the Bluetooth device list choose a phone to export the selected contacts to it End Figure 5 2 ...

Page 28: ... internal storage as a vcf file Step 2 Go to File Manager then the root directory of your phone storage and send the vcf file to another phone Step 3 Touch the vcf on the other phone to import the contacts End If you have inserted a microSD card into your phone select SD card under Settings Storage Default storage location to export contacts through the microSD card as follow Step 1 Export contact...

Page 29: ...Figure 5 4 Note The figures are for your reference only The actual screens may vary 5 7 How do I assign a unique ringtone for a contact Step 1 Go to the contact details screen Under RINTONE touch Step 2 On the Select ringtones screen select a ringtone Step 3 Touch APPLY Figure 5 5 Note The figures are for your reference only The actual screens may vary ...

Page 30: ...cts saved in your phone memory From the contact editing screen Step 1 Touch next to the contact name Step 2 From the displayed option menu choose a photo source and follow the onscreen instructions to select a photo Figure 5 6 From Gallery or File Manager Step 1 In Gallery or File Manager open a photo Step 2 Touch Set as Contact photo select or create a contact and follow the onscreen instructions...

Page 31: ...ist touch Contacts to display and turn on SIM If you just inserted the SIM card into your phone it may take a while for the phone to load the contacts Please wait patiently Figure 5 8 Note The figures are for your reference only The actual screens may vary 5 10 Why is the number of contacts saved to the SIM card less than the number of contacts copied from my phone When your phone copies contacts ...

Page 32: ...network rush Wait for a while and try again Make sure the recipient s phone number is correct 6 2 Why can t I send or receive multimedia messages Multimedia messages cannot be sent or received if your data service is disabled Make sure your data service is enabled Attachments larger than 300 KB can t be sent through multimedia message Try splitting your attachment into multiple multimedia messages...

Page 33: ...your reference only The actual screens may vary 6 3 Is there any restriction on the multimedia message attachment size Attachments to a multimedia message cannot exceed 1M If an image is too large it will be automatically compressed before being attached to the message as a result of which the image resolution will decrease Videos or audio clips larger than 1M can t be sent through multimedia mess...

Page 34: ...ing a message touch or to save the message as a draft which will be displayed the next time you open that thread Only after you enter a recipient to the message can it be saved as a draft 6 5 Can I change the message font size Message font size changes along with the system font size You cannot change the message front size alone 6 6 Can I restore deleted messages No 6 7 Is there any restriction o...

Page 35: ...30 7 Camera music and video 7 1 Can I disable the shutter sound No 7 2 Can I change the default save path for photos and videos No Your photos and videos are saved to the DCIM Camera folder in File Manager 7 3 How do I set the microSD card as my default save location for photos and videos On the viewfinder touch and set Preferred save location to SD card ...

Page 36: ...ude PNG GIF JPG and BMP Supported video and audio formats include MP3 WAV OGG MID AMR MP4 and 3GP For files in other formats you may need to use third party applications The file may have corrupted Download another copy of the file and try opening it again The file may be copyright protected Obtain a non copyright protected version of the file The battery level may be low Connect your phone to a c...

Page 37: ...are for your reference only The actual screens may vary 7 6 What can I do if my phone experiences lags when playing online music or videos The Wi Fi network connection may be unstable If you are connected to a Wi Fi network check whether you are within the coverage of the Wi Fi hotspot device or contact your Wi Fi service provider The mobile data reception may be poor If you are using a mobile dat...

Page 38: ...t blocked by the phone protective cover or other object Play a ringtone Huawei Tune in the ringtone list recommended with high volume to check whether the problem resides in the music file If the problem persists contact Huawei technical support or take your phone to an authorized Huawei service center 7 8 How do I view the lyrics of a song when the song is playing Download the lyrics file in lrc ...

Page 39: ...our phone and computer Figure 8 1 Note The figures are for your reference only The actual screens may vary 8 2 What can I do if my phone cannot be detected by other Bluetooth devices Your phone may not be set to visible After you enable Bluetooth touch Bluetooth to display the Bluetooth settings screen Touch your phone s Bluetooth name to set it to visible The Bluetooth visibility may have timed o...

Page 40: ... of Bluetooth Make sure your phone is within 10 m of other Bluetooth devices 8 3 Why can t I transfer files to another Bluetooth device that I ve already paired with The other Bluetooth device did not respond to your file transfer request in time The other Bluetooth device does not support the format of the file you are trying to send The distance between your phone and the other Bluetooth device ...

Page 41: ...and background applications will take up a certain portion of your total storage 9 2 What can I do if my phone does not have sufficient storage If you have inserted a microSD card into your phone move your photos songs videos and other files to the microSD card Figure 9 1 Uninstall applications you no longer use Go to the Settings screen touch Manage apps select the application you want to uninsta...

Page 42: ...al Copyright Huawei Technologies Co Ltd 37 Figure 9 2 Clear the application cache Go to the Settings screen and touch Manage apps Under All touch Clear cache Figure 9 3 Open the browser and delete locally cached content Go to the Browser screen and touch Settings Privacy security Then touch Clear cache and Clear history ...

Page 43: ...ts are saved to the Pictures folder in File Manager Recordings are saved to the Recordings folder in File Manager 9 4 What can I do if my phone can t detect the inserted microSD card Step 1 Make sure the microSD card is properly inserted For details see the Quick Start Guide that comes with your phone Step 2 Make sure your phone supports the microSD card Your phone supports microSD cards of 32 GB ...

Page 44: ...ost after I remove the microSD card Lost data can t be restored Before you remove a microSD card uninstall it first Otherwise data in the microSD card will be lost Step 1 Go to the Settings screen and touch Storage Unmount SD card Figure 9 5 Step 2 Carefully take out the microSD card End Note The figures are for your reference only The actual screens may vary 9 6 Can I restore deleted files No ...

Page 45: ...ect to a Wi Fi network or turn on the data service and try again GPS satellite signals are weak indoors which may cause slow positioning or positioning failure Take your phone to an open area with good reception contact the technical support of the application or try another navigation application If the problem persists contact Huawei technical support or take your phone to an authorized Huawei s...

Page 46: ... and Confidential Copyright Huawei Technologies Co Ltd 41 Figure 10 1 You can also try another map application If the problem persists contact Huawei technical support or take your phone to an authorized Huawei service center Note The figures are for your reference only The actual screens may vary ...

Page 47: ...n If you do not have a google account you can solve this problem by factory resetting your phone Factory resetting your phone erases all user data from your phone Factory resetting your phone Step 1 Press and hold Volume Up and Power button at the same time until the Android screen shows Step 2 Use Volume Down button to scroll down to wipe data factory reset Step 3 Press Power button Step 4 Use Vo...

Page 48: ...ei service center 11 4 Why does the screen automatically turn off If this happens during a call This is normal Your phone has a proximity sensor that s installed near the earpiece When your ear or other object triggers the proximity sensor the screen automatically turns off The screen turns back on when the object blocking the proximity sensor is moved away Do not block the area around the earpiec...

Page 49: ... two options are available Scrollable The wallpaper will scroll along with the home screen Fixed The wallpaper will not scroll along with the home screen Note The figures are for your reference only The actual screens may vary 11 6 What can I do if the switch shortcuts are hidden Step 1 Go to the Settings screen touch Notification panel Step 2 Select the Notification settings check box Figure 11 2...

Page 50: ...nt size Go to the Settings screen and touch Display Font size Choose a font size from the displayed option menu Figure 11 3 Note The figures are for your reference only The actual screens may vary 11 8 What can I do if my phone s tilt sensor fails to work properly If this happens when you are using a third party application check whether the application is tilt sensor based Your phone s tilt senso...

Page 51: ... Huawei Technologies Co Ltd 46 12 Appendix The Y336 A1 is not compatible with Sonic Ericsson power banks Your phone supports 32 GB If you insert a non FAT32 32 GB microSD card the system will ask you to format the card into FAT32 If you choose to format the microSD card will be formated and its data will be erased ...

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