Telus Touch Pro Device Freeze/Sluggish Response Troubleshooting Flow

PROBLEM The Telus Touch Pro becomes sluggish or freezes when navigating the device using the Touch Screen and/or hardware buttons.

Keywords · Telus Touch Pro · Device Freeze · Slow response · Sluggish navigation

ENVIRONMENTS · Telus Touch Pro · Windows Mobile 6.1 · Verify that the device is running the latest ROM: Start>Settings>System Tab>Device Information. Compare the version shown on the device with the latest found on www.htc.com/ca.

Requirements · Familiarity with how to perform a Soft and Hard Reset on the Telus Touch Pro. · Rule out physical/liquid damage.

RESOLUTION
1. Check the available memory Start>Settings>System Tab>Memory>Main.
· Is there at least 5MB free in Storage and Program each?
· Less than 5MB?
· Free up memory by moving files (music, pictures, etc.) to a Storage Card.
· Shut down running programs that are not in use by going to Today Screen>Task Manager Shortcut.
· Note: Users can use the Button option within Task Manager to shut down programs simply by tapping the "X" in that program.

2. Check the device for a static cling screen protector, if present, remove and run through the screen alignment process by going to Start>Settings>System Tab>Screen (If you cannot navigate the menu’s, the Screen Alignment utility can also be accessed by pressing Center Navigation key and Volume Up Buttons at the same time). · The alignment must be completed using the Stylus and no other object!
· Note: it is possible for the static cling screen protector to cause unresponsiveness of the touch screen which can lead a user to believe that the device is sluggish or frozen.

3. Clear the browser History and Temp files.
Internet Explorer
· Go to Start>Internet Explorer>Menu>Tools>Options>Memory Tab/Security Tab.
· Tap on Delete Cookies, Delete Cache, and Delete History.
· Soft Reset the device and retest.

4. Rule Out 3rd party applications (anything that did not come on the device).
· Remove the application(s) by going to Start>Settings>System Tab>Remove Programs.
· Soft Reset device after removal using the stylus and Reset hole located on the bottom of the device to the upper right of the USB port. · Retest.

5. If issues aren’t seen after app removal, discontinue use of application.
· The user can also add each 3rd party application back one at a time, thoroughly testing after each add, to identify which application is causing the issue. If the application is identified as the cause, the user can contact the vendor to see if other options are available however; this is outside of HTC Support.

6. If issue remains, perform a Hard Reset and then the device can be considered for Exchange.
· The hard reset will remove all of the customers’ data and settings and restore the device back to the state that it was in out of the box. Once the Hard Reset is done, the customers’ settings and data CANNOT be recovered. If possible, have the customer back up their data before proceeding with the Hard Reset.

7. Once the Hard Reset and Customization process have completed, retest the device.

How to perform a Soft Reset on the Telus Touch Pro
With the device powered on or off:
1. Remove the Stylus.
2. Insert the tip of the stylus into the Reset hole located on the bottom of the device to the right of the USB port.
3. The device will then go through the Boot process.

How to perform a Hard Reset on the Telus Touch Pro
Note: This method can be difficult so whenever possible, use the Clear Storage option.

1. Power the device off.
2. Press and hold the Volume Down and Center Navigation Button at same time, do not release.
3. Press Power button and hold for a 3 count (quickly – say one thousand one, one thousand two, one thousand three). 1-2 seconds is too short, 4-5 seconds is too long.
4. The screen will instantly show the text to hard reset (this is a white screen with Blue text that provides the next steps to complete the Hard Reset. If you do not get this screen, power the device off and try again).
   
   • Warning! Your device will be set back to factory default settings. Please ensure any additional installed programs and/or user data have been backed up before proceeding.