FAQ s. 1. Device is frozen. Impossible to swipe finger on lock screen - Please either reboot or hard reset the device with below instructions

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Erick Copeland
5 years ago
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1 FAQ s R Device is frozen. Impossible to swipe finger on lock screen - Please either reboot or hard reset the device with below instructions Reboot - Long press power button until device shuts down and power cycles - Alternatively remove battery cover and remove battery. Re-insert and power on device. If you are having same issues please try to hard re-set your device, steps below Hard Re-set Just for information a hard re-set will erase all user data, so if there is something very important, it is recommended that you back up all necessary files before initiating hard re-set. - While device is off press both Camera and Power button at the same time, keep pressing until welcome logo is displayed and release buttons - You will see exclamation mark and Android logo - Press Power button to access menu options - Using Volumes keys (press down twice) and select wipe data/factory reset - Press Camera button to select the specific option - Use Volume down key and select "Yes delete all data" option and again press Camera button to confirm selection If issue still persists and device is still freezing please send device back to Toughshield and our engineer will be able to do a full diagnostic. 2. Please share User manual and QSG 3. The link for the SDK is not working? - Please try this one, if you are still having trouble contact us again 4. Is there a manual available how to setup the integrated SOS/ PTT function or is there an external app that can be used? - Toughshield can only provide the PTT/SOS action strings for a 3rd party developer to create the app using our SOS/PTT strings. We do not provide any SOS/PPT application ourselves. 5. Phone turns itself off - Make sure device is fully charged - Check the charger is actually working on a reference device - Please reset the phone - If this still doesn t work send device back to Toughshield so an engineer can do a full diagnostic on it 6. Can take 3 to 5 seconds to answer a call when people phone? - Make sure device is fully charged - Please reset the phone

2 - If this still doesn t work send device back to Toughshield so an engineer can do a full diagnostic on it 7. Have difficulties to connect Jabra headset with R500 - Which model of Jabra headset are you using? - Can you give me the Bluetooth specs of the device you are using? ie: Is it Bluetooth low energy. Also if you could try these steps below and see if it connects. Select Bluetooth options on R500, click search for devices - Press and hold button on Jabra headset for about seconds until R500 finds the headset. All available devices should pop up. Once its found your Jabra headset, when pairing keep pressing headset button multiple times (do not hold button just keep pressing) 8. Device has suddenly stopped charging the battery - One of the reasons you may be having issues is possibly the charger port is damaged. Also check charger is working on a reference device. If issue persists I would suggest you send the faulty device back to us and our engineer can perform a full diagnostic on the device. 9. Having problems importing contacts on SD card. - Please follow steps below to save all your contacts on your SD card. Ensure SD card has been inserted correctly. - Tap Contacts > Tap Menu (this is situated on bottom of hw, 2nd from left) > More > Import/Export > Export to SD card > Press OK. Then to check all contacts have been saved on SD card, please tap on File Manager icon in 10. Why do I have less memory showing? The R500 internal memory is 512MB and the reason why you have 170MB left is due to the fact the rest is occupied by the Android OS. 11. Shortly after receiving my device SIM 1 slot stopped working? When you insert the SIM into slot 1, do you push it in so there is no space around the edge and when you check SIM card is working do you allow about 5 minutes to camp on to the network? Also I would suggest you please check SIM APN settings have been configured correctly. To do this follow below instructions Go to Settings > Wireless and Network Settings > Mobile Networks > Select Subscription > Subscription 1 > Access Point Names > Choose from list of networks according to SIM you are using. If you are still having issues then you will have to send device back to repair centre and they can perform a full diagnostic on the device, to book a repair please use link below

3 12. Can you tell me how I can use the NFC tehnology from the terminal R500? I need to read and write the cards/tags. Please follow steps below to enable NFC read and write option, there is no need to install any application it is automatically embedded on the device. Settings > Wireless & networks > Tick the box with NFC. Also if you need NFC to work when R500 is in sleep mode please also tick the box below. 13. I want to install an alternative OS on my R500: Gingerbread is now an old version. Is there any solution? The R500 hardware doesn't support any newer OS version therefore you won't be able to upgrade to newer version. 14. How do you deactivate the screen lock on the R500? Unfortunately there is no way of removing the slide option, that issue has been resolved in R Can the R500 be tethered to a PC so that it can be used as an internet modem? Yes the R500 can be tethered to a PC Please follow instructions below: Go to Settings > Wireless and Networks > Tethering and Portable hotspot > Portable Wi-Fi hotspot settings > Configure Wi-Fi hotspot > Input a memorable password or use the same password in the password box. Tap Save. Then make sure Portable Wi-Fi hotspot box is ticked and you should be able to find the name of device on your PC, connect and input password to connect 16. I use the R500 Android Version I would like to know which NFC tag type it can read? We do support Mifare NFC tags, the fact it s not working is very odd. Does any other tag work on the device such as Jewel, Felica open tag, ISO/IEC ? If not then it could be an NFC issue with the device, maybe the pins aren t touching the NFC sensor. Please let me know if other tags do work? 17. I m trying to do is use an app called Mobizen ; this app displays an image of the phone on my laptop screen for use in product demos. The USB connection seems good as the R500 charges via the PC, but the USB port does not recognize it. Any suggestions? Can you please try putting device into debugging mode. To do this follow below steps: Settings > Applications > Development > Tick USB debugging

4 R Device is frozen. Impossible to swipe finger on lock screen - Please try and reboot or hard reset the device with below instructions Reboot - Long press power button until device shuts down and power cycles - Alternatively remove battery cover and remove battery. Re-insert and power on device. - Press Power button and select Restart. If you are having same issues please try to hard reset your device, steps below Hard Reset Just for information a hard re-set will erase all user data, so if there is something very important, it is recommended that you back up all necessary files before initiating hard re-set. - While device is off press both Power and Volume Down button at the same time, keep pressing until Recovery Mode is displayed and release buttons - Select in Recovery Mode - Use Volume Up and Down keys to select Wipe Data/Factory Reset, Press Power Button - Use Volume Up and Down keys to select Yes delete all user data - Then select reboot system now with Power Button 2. Is there a manual available how to setup the integrated SOS/ PTT function or is there an external app that can be used? - Toughshield can only provide the PTT/SOS action strings for a 3rd party developer to create the app using our SOS/PTT strings. We do not provide any SOS/PPT application ourselves. 3. I am having audio issue on my device - There is an application preinstalled on the device called Equalizer FX, the user can alter the audio filter and change profiles, you will see the frequency changes quite drastically. 4. A faulty R500+ phone was returned to Toughshield last week via your Repairs portal, we are still awaiting the return of the phone with details. A standard repair can take up to 15 working days so if device was collected XXX you are looking at getting device back XXX 5. How much memory have I got on my device? The R500+ has 4GB of internal memory 6. Where is the SD card slot? To insert the micro SD card you need to unscrew the battery cover using your screwdriver which comes in the gift box, and you insert the SD card above the SIM card slots. 7. Is there a barcode scanner on the R500+?

5 There is no app embedded on the R500+ but you can download any bar code scanner from Playstore and that should work. 8. When connecting R500+ to PC (Win 8.1) unable to see folder on device to add music or get photos off When you connect device to PC with USB cable can you please pull down notification bar from top of screen and tap 'Connected in charging mode' this should take you to the USB computer connection options. Please select either Media device (MTP) or USB mass storage to view you music and photos. 9. How do you deactivate the screen lock on the R500+? Access Settings > Security > Screen Lock > Choose from options 10. Is there any plan in future to support WhatsApp messenger on tough shield R500+? We do not have WhatsApp pre-loaded on the R500+ however you can install it from Playstore. R Device is frozen. Impossible to swipe finger on lock screen Please try and reboot or hard reset the device with below instructions Reboot - Press the dedicated reset button situated above back speaker - Alternatively remove battery cover and remove battery. Re-insert and power on device. -Press Power button and select Restart If you are still having issues please try to hard re-set your device, follow steps below Hard Reset Just for information a hard re-set will erase all user data, so if there is something very important, it is recommended that you back up all necessary files before initiating hard re-set. - While device is off press both Power and Volume Down button at the same time, keep pressing until Recovery Mode is displayed and release buttons - Select in Recovery Mode - Use Volume Up and Down keys to select Wipe Data/Factory Reset, Press Power Button - Use Volume Up and Down keys to select Yes delete all user data - Then select reboot system now with Power Button 2. Is there a manual available how to setup the integrated SOS/ PTT function or is there an external app that can be used? Toughshield can only provide the PTT/SOS action strings for a 3rd party developer to create the app using our SOS/PTT strings. We do not provide any SOS/PPT application ourselves.

6 T Device is frozen. Impossible to swipe finger on lock screen Ensure device is charged. When cable is inserted charging animation should appear on device If issue persists please try a soft reset by pressing Reset button with Power button for 15 seconds. Hard Reset Hard reset if device touchscreen is working, with below instructions Just for information a hard re-set will erase all user data, so if there is something very important, it is recommended that you back up all necessary files before initiating hard re-set. Go to Settings > Backup & Reset > Factory data reset > Reset Phone 2. Why is my tablet not charging through USB? Please use proper charger included in box as the T700 cannot charge through USB and run the device at the same time 3. I want to have internet access not using Wi-Fi If you have SIM inserted in the T700 then you can set up an APN and this will allow you to use the SIM APN to access the internet wherever you want. Please go to Settings > More > Mobile Networks > Access Point Names > Choose SIM > Select SIM > Choose Internet option. Or you may have to set up a new APN, to do this please Select Settings > More > Mobile Networks > Access Point Names > Tap on required SIM > Press Menu key on hardware > New APN > Input necessary details (you can find these online when you look for you SIM APN details) 4. How to establish you have data connection Have you put a SIM card into the T700? If so go to Settings > SIM management > Data connection > Choose required SIM 5. How do I tether a device using T700 connection? Access Settings on T700 > More > Tethering & portable hotspot > Switch Wi-Fi hotspot to ON > This will now show what your T700 portable Wi-Fi hotspot is called (X) > Click on Wi-Fi hotspot and Basic Settings show up > Select Set up Wi-Fi hotspot > Select box to show Password > Press Save > Access PC Wi-Fi > Find T700 portable hotspot name (X) > Press Connect and input Password 6. To start taking logs please follow steps below Ensure you have an SD card inserted in your device Go to dialler and input *#*#4267#*#* You get taken to ProjectMode, please select Log settings

7 Tick both AP log setting and BP log setting Exit Settings by pressing Home key Please now restart device before reproducing issue Once issue has been reproduced go to dialler again and input *#*#4267#*#* You get taken to ProjectMode again, select Log Settings Then tap copy log to SD card All logs should be saved under logcatch and logs To double check, please access File Manager and see if those files are stored in SD card To send these logs through, attach device to PC with USB cable Switch on USB mass storage on the R500+ by pulling down notification bar Select Open device to view folders Logs and Logcatch will be visible, please copy and paste to PC Attach and send files to me 7. Can you please send the ADB drivers? Please can you download file using link below

8 Any other questions? 1. What new devices are Toughshield launching? R500+, R750, T700, R200 etc. 2. Where is my device? Input ref number online (TBC) 3. My device won t switch on Have you checked the charger has been switched on at the plug? Have you checked charger is working on a different device? When you attach charger does the green light come on? 4. How do I book a repair? To book a repair please click on link below 5. Could you let me know how much the inspection / diagnostic will cost before I send the device to you? There is no charge for inspection, if we do find any issues as long as you are within warranty we will either repair or replace the faulty device.