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Telus Touch Pro Display Not Working Trubleshooting Flow
PROBLEM Use the following troubleshooting steps for the following issues: · Black Screen/Blank Screen · Screen has lines · Screen Alignment issues · Screen orientation is off/incorrect · Unresponsive Touch Screen
Keywords · Telus Touch Pro · Windows Mobile 6.1 · Black Screen · Blank Screen · Screen has lines · Screen Alignment issues · Screen orientation is off/incorrect · Unresponsive Touch Screen
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.
Pre-requisites · Familiarity with how to perform a Soft and Hard Reset on the Telus Touch Pro. · Rule out physical/liquid damage.
RESOLUTION
Black/Blank Screen
1. Verify that the battery is properly installed in the device.
· Attempt to power the device on by pressing and holding the power button for 3 seconds.
· If the device won’t power on (also indicated by no LED’s) attempt to charge the device. If there is no response from the device when attached to a charger and power source, continue troubleshooting as “Telus Touch Pro Not Charging/won’t hold charge/wont power on.”
2. If the device will or is powered on:
· Verify that the device is not in hibernate mode by pressing the Power Button once.
· Once you have verified that the device is not in hibernate mode, attempt to navigate the device by using the Hardware buttons.
3. If the display is still black/blank, Soft Reset the device using the Stylus.
4. If the screen is still black/blank after the Soft Reset, you will need to perform a Hard Reset.
· 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.
5. Once the Hard Reset is complete AND the Customization Process has finished, retest the device.
· If the screen is still black/blank, the device will need to be replaced/repaired.
Screen has lines
1. Is the customer using a custom picture, theme or image as their wallpaper?
· Return the Wallpaper settings to one of the defaults on the device by going to the Settings Tab>Wallpaper in TouchFlo 3D or if TF3D is disabled, go to Start>Settings>Today.
2. Is the issue seen when using the default settings on the device?
· If so, Soft Reset the device using the stylus. · If not, advise the customer that the issue is with their Wallpaper selection and recommend that they discontinue use of it.
3. Run through the Screen Alignment Process by going to Start>Settings>System Tab>Screen>Align 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!
4. Does the issue remain after completing the Soft Reset?
· If so, rule out other 3rd party applications by removing them: Start>Settings>System Tab>Remove Programs. · The Device must be Soft Reset using the stylus after removing the 3rd party applications.
5. Is the issue seen after removing all 3rd party applications and performing the Soft Reset?
· If so, perform a Hard Reset and allow the Customization process to complete.
· 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.
6. Once the Hard Reset and Customization process have completed, retest the device.
7. If the issue remains, the device will need to be replaced/repaired.
Screen Alignment issues:
1. Is the screen alignment off (tapping on the screen registers in a different area of the device)?
· Run through the Screen Alignment Process by going to Start>Settings>System Tab>Screen>Align Screen. If you cannot get to the Screen Alignment utility using the menu’s, it can also be accessed by pressing the Volume Up and Center Navigation Buttons at the same time. · The alignment must be completed using the Stylus and no other object!
2. Is the alignment still off or are you unable to complete the alignment process?
· Check the device for a static cling screen protector, if present, remove and run through the alignment process again.
3. If the issue remains, Soft Reset the device using the stylus and retest.
4. Check the device for a carrying case with a magnetic closure; some magnets can interfere with the Touch Screen. · If using one of these cases, have the user remove the device from the case, run through the screen alignment process and retest.
5. If the issue remains, perform a Soft Reset using the stylus. 6. If the issue is not resolved by the Soft Reset, move forward with the Hard Reset. · 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. · If the issue remains, the device will need to be replaced/repaired.
Screen orientation is off/incorrect/not rotating correctly in applications that are supported by the G-Sensor
1. Calibrate the G-Sensor on the device by going to Start>Settings>System Tab>G-Sensor.
· Be sure to place the device on a flat, level surface during the calibration process.
2. Check the device for a static cling screen protector, if present, remove and run through the alignment process by going to Start>Settings>System Tab>Screen.
3. Is the customer using a custom picture, theme or image as their wallpaper?
· Return the Wallpaper settings to one of the defaults on the device by going to Start>Settings>Today.
4. Is the issue seen when using the default settings on the device?
· If so, Soft Reset the device using the stylus. · If not, advise the customer that the issue is with their Wallpaper selection and recommend that they discontinue use of it.
5. Does the issue remain after completing the Soft Reset?
· If so, rule out other 3rd party applications by removing them: Start>Settings>System Tab>Remove Programs. · The Device must be Soft Reset using the stylus after removing the 3rd party applications.
6. Check the device for a carrying case with a magnetic closure; some magnets can interfere with the Touch Screen. · If using one of these cases, have the user remove the device from the case, run through the screen alignment process and retest.
7. If the issue remains, perform a Soft Reset using the stylus and retest.
· If the issue is not resolved by the Soft Reset, move forward with the Hard Reset. · 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.
8. Once the Hard Reset and Customization process have completed, retest the device.
· If the issue remains, the device will need to be replaced/repaired.
Unresponsive Touch Screen
1. Verify that the issue is with the Touch Screen and not the device freezing by attempting to navigate the device using the hardware keys. · If you can navigate the device using the Hardware buttons, continue. · If you cannot navigate the device using the Hardware buttons, this issue needs to be worked using the troubleshooting flow for Device Freeze.
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 the issue remains, Soft Reset the device using the stylus and retest.
3. Check the device for a carrying case with a magnetic closure; some magnets can interfere with the Touch Screen responsiveness. · If using one of these cases, have the user remove the device from the case, run through the screen alignment process and retest.
4. If the issue is not resolved by the previous steps, move forward with the Hard Reset. · 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.
5. Once the Hard Reset and Customization process have completed, retest the device. · If the issue remains, the device will need to be replaced/repaired.
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.
Keywords · Telus Touch Pro · Windows Mobile 6.1 · Black Screen · Blank Screen · Screen has lines · Screen Alignment issues · Screen orientation is off/incorrect · Unresponsive Touch Screen
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.
Pre-requisites · Familiarity with how to perform a Soft and Hard Reset on the Telus Touch Pro. · Rule out physical/liquid damage.
RESOLUTION
Black/Blank Screen
1. Verify that the battery is properly installed in the device.
· Attempt to power the device on by pressing and holding the power button for 3 seconds.
· If the device won’t power on (also indicated by no LED’s) attempt to charge the device. If there is no response from the device when attached to a charger and power source, continue troubleshooting as “Telus Touch Pro Not Charging/won’t hold charge/wont power on.”
2. If the device will or is powered on:
· Verify that the device is not in hibernate mode by pressing the Power Button once.
· Once you have verified that the device is not in hibernate mode, attempt to navigate the device by using the Hardware buttons.
3. If the display is still black/blank, Soft Reset the device using the Stylus.
4. If the screen is still black/blank after the Soft Reset, you will need to perform a Hard Reset.
· 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.
5. Once the Hard Reset is complete AND the Customization Process has finished, retest the device.
· If the screen is still black/blank, the device will need to be replaced/repaired.
Screen has lines
1. Is the customer using a custom picture, theme or image as their wallpaper?
· Return the Wallpaper settings to one of the defaults on the device by going to the Settings Tab>Wallpaper in TouchFlo 3D or if TF3D is disabled, go to Start>Settings>Today.
2. Is the issue seen when using the default settings on the device?
· If so, Soft Reset the device using the stylus. · If not, advise the customer that the issue is with their Wallpaper selection and recommend that they discontinue use of it.
3. Run through the Screen Alignment Process by going to Start>Settings>System Tab>Screen>Align 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!
4. Does the issue remain after completing the Soft Reset?
· If so, rule out other 3rd party applications by removing them: Start>Settings>System Tab>Remove Programs. · The Device must be Soft Reset using the stylus after removing the 3rd party applications.
5. Is the issue seen after removing all 3rd party applications and performing the Soft Reset?
· If so, perform a Hard Reset and allow the Customization process to complete.
· 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.
6. Once the Hard Reset and Customization process have completed, retest the device.
7. If the issue remains, the device will need to be replaced/repaired.
Screen Alignment issues:
1. Is the screen alignment off (tapping on the screen registers in a different area of the device)?
· Run through the Screen Alignment Process by going to Start>Settings>System Tab>Screen>Align Screen. If you cannot get to the Screen Alignment utility using the menu’s, it can also be accessed by pressing the Volume Up and Center Navigation Buttons at the same time. · The alignment must be completed using the Stylus and no other object!
2. Is the alignment still off or are you unable to complete the alignment process?
· Check the device for a static cling screen protector, if present, remove and run through the alignment process again.
3. If the issue remains, Soft Reset the device using the stylus and retest.
4. Check the device for a carrying case with a magnetic closure; some magnets can interfere with the Touch Screen. · If using one of these cases, have the user remove the device from the case, run through the screen alignment process and retest.
5. If the issue remains, perform a Soft Reset using the stylus. 6. If the issue is not resolved by the Soft Reset, move forward with the Hard Reset. · 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. · If the issue remains, the device will need to be replaced/repaired.
Screen orientation is off/incorrect/not rotating correctly in applications that are supported by the G-Sensor
1. Calibrate the G-Sensor on the device by going to Start>Settings>System Tab>G-Sensor.
· Be sure to place the device on a flat, level surface during the calibration process.
2. Check the device for a static cling screen protector, if present, remove and run through the alignment process by going to Start>Settings>System Tab>Screen.
3. Is the customer using a custom picture, theme or image as their wallpaper?
· Return the Wallpaper settings to one of the defaults on the device by going to Start>Settings>Today.
4. Is the issue seen when using the default settings on the device?
· If so, Soft Reset the device using the stylus. · If not, advise the customer that the issue is with their Wallpaper selection and recommend that they discontinue use of it.
5. Does the issue remain after completing the Soft Reset?
· If so, rule out other 3rd party applications by removing them: Start>Settings>System Tab>Remove Programs. · The Device must be Soft Reset using the stylus after removing the 3rd party applications.
6. Check the device for a carrying case with a magnetic closure; some magnets can interfere with the Touch Screen. · If using one of these cases, have the user remove the device from the case, run through the screen alignment process and retest.
7. If the issue remains, perform a Soft Reset using the stylus and retest.
· If the issue is not resolved by the Soft Reset, move forward with the Hard Reset. · 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.
8. Once the Hard Reset and Customization process have completed, retest the device.
· If the issue remains, the device will need to be replaced/repaired.
Unresponsive Touch Screen
1. Verify that the issue is with the Touch Screen and not the device freezing by attempting to navigate the device using the hardware keys. · If you can navigate the device using the Hardware buttons, continue. · If you cannot navigate the device using the Hardware buttons, this issue needs to be worked using the troubleshooting flow for Device Freeze.
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 the issue remains, Soft Reset the device using the stylus and retest.
3. Check the device for a carrying case with a magnetic closure; some magnets can interfere with the Touch Screen responsiveness. · If using one of these cases, have the user remove the device from the case, run through the screen alignment process and retest.
4. If the issue is not resolved by the previous steps, move forward with the Hard Reset. · 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.
5. Once the Hard Reset and Customization process have completed, retest the device. · If the issue remains, the device will need to be replaced/repaired.
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.
- Power the device off.
- Press and hold the Volume Down and Center Navigation Button at same time, do not release.
- 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.
- 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.
talontsi07 |
Latest page update: made by talontsi07
, Sep 2 2009, 6:03 AM EDT
(about this update
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Keyword tags:
Black Screen
Blank Screen
Display not working
Screen Alignment issues
Screen has lines
Screen orientation off
Telus Touch Pro
Unresponsive Touch Screen
WM 6.1
More Info: links to this page
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