Telus Touch Pro Not Charging and Power Troubleshooting Flow

PROBLEM · Use the following troubleshooting steps for: · Device wont Charge/ Device get’s warm and will not charge. · Device won’t hold a Charge · Device wont Power on · Handset Powers Off

Keywords · Telus Touch Pro · Windows Mobile 6.1 · Device wont Charge · Device won’t hold a Charge · Device wont Power on · Handset Powers Off

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 · OEM AC Charger · OEM USB Data Cable · OEM Battery · 2 Power Sources · Rule out physical/liquid damage.

RESOLUTION

Device wont Charge/Device gets warm and will not charge
1. Verify that the OEM Charger and Battery are being used.
· Only the AC charger, Car charger, or USB data cable that came with or was created for the device should be used; others can damage the device and/or battery.

2. Is the device warm?
· When using the device for prolonged periods of time, such as when you're talking on the phone, charging the battery or browsing the web, the device may become warm. In most cases, this condition is normal and therefore should not be interpreted as a problem with the device.
· The Telus Touch Pro has a protection feature that if the device becomes too warm (due to use of GPS while charging, BT while charging, using the device as a wireless modem, etc), the auto protection feature will be triggered and the charging process will be stopped. Once the device cools down, the device will then begin charging again.

3. Check the USB Port on the device for any bent or misshapen PIN’s.
· If some are found, that is the most likely cause and this is considered physical damage not covered under the Warranty.

4. Remove the battery and inspect the contacts.
· Remove any debris/residue found on the device or battery contacts with a soft, dry cloth.

5. Look closely at the battery contacts on the phone to see if they are bent out of shape.
· If they are bent, the device will need to be exchanged.

6. Try charging the device (try different power sources as well as chargers):
· Plug in USB to device and PC; is the LED indicating that the device is charging?
o Note: If the device isn’t charging while connected via USB to a PC, go to Start>Settings>System Tab>Power and make sure that the box for “When device is turned on, do not charge the device when connected to the PC” is not checked.
· Plug in AC Charger to device and outlet; is the LED indicating that the device is charging?
o LED indicators:
Charging is indicated by a “whispering” white light around the Navigation Control.
· If LED doesn't light up when charger is plugged in (both the device and power source), perform a Soft Reset (while still attached to charger and power source) by inserting the tip of the stylus into the Reset hole located on the back of the device under the Battery cover.
· If LED doesn't light up, perform a Hard Reset.
· Note: Since the device won’t power on, the device cannot be backed up and all of the customer specific settings, applications, etc. will be permanently deleted during the Hard Reset.

7. Try another Power Source. · Have the customer try a different outlet to rule out that as the issue.

8. Try another battery in the device.
· If the device powers up after Hard Reset, test the unit for a few days. If issue returns, device can be considered for an exchange.
· If device shows charging with one (AC Charger or USB) and not the other, issue is with the accessory. Replace accessory. · If device will only power up when attached to charger (AC or USB) it is likely the battery needs to be replaced.

Device won’t hold a Charge
The Telus Touch Pro has Up to 4 hours of Talk (Use) time with average use. The life of the battery between charging sessions will vary depending on which features of the unit are being used.

1. Verify the customer is using: · OEM AC Charger · OEM USB Data Cable · OEM Battery

2. Fully charge the battery using the OEM AC Charger · USB and car chargers are trickle chargers meant to get the user through until they can get to their AC Charger.

3. If the device is not lasting the advertised Talk time, with minimal use, have the customer try another OEM battery in the device.

4. If the battery life still is not meeting the advertised Talk time (with minimal use), the device can then be considered for repair/replacement.

Device won’t Power on
1. Attempt to charge the device.
· If the battery is dead, the device will need to charge for a few minutes and then should power on once this happens.

2. Attempt to power the device on by pressing the Power Button for 3 seconds.
· If the device doesn’t power in, perform a Soft Reset using the stylus.
· If the device still doesn’t power on, perform a Hard Reset.

3. Try another battery.
· If the device still will not power on, it can then be considered for repair/replacement.

Handset Powers off:
· Make sure that the device is actually powering off and not just going into hibernate mode by pressing the power button once. · If the screen comes back on, the device is not powering down.

2. If possible, check the battery level by going to Start>Settings>System Tab>Power. · The charge should be no lower than 10%; if it is, charge the device and retest.

3. Try another battery in the device. · If the device stays powered on with a different battery, the issue is with the accessory not the unit.

4. If the device still powers off with another battery, Hard Reset the device and retest.

5. If the issue remains after the Hard Reset, the device it can then be considered for repair/replacement.

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.