NOT TURNING ON/ NOT CHARGING

 

 

Possible Causes

1. Loose power button

2. Port Issue

3. Applications with big storage

4. Battery Issue

5. Broken charger

6. Lost charger

 

Troubleshooting/Process

• Check charger or possibly use other chargers to isolate the issue. Ensure that the charger is properly connected to the device when charging, also check power outlet if working or not.

• Check port or loose wiring on the tablet and or charger.

 

 

Reinitiate charging (with reset pinhole)

• Connect charger to device. Press and hold the power button and reset for 15-20 seconds until battery icon appears on the screen.

 

 

Reinitiate Charging (without reset pinhole)

• Press and hold the power button for 10 seconds then release, press power button for 5 seconds then release, and then press again for 10 seconds then release. Check if a battery icon will appear on the screen.

 

 

Use other chargers/ USB cord

• Check for proper charger specification before using any charger not supplied by Hip Street.

• Connect using the supplied USB cord using a plug in to charge it on a power outlet.

 

If Device issue:

1. Loose/Broken Power Button

• If the power button is loose, ask customer to send back the device for warranty service.

 

1. Port Issue

• Check charger port or USB port for loose connection or wiring. Proceed to Warranty Service.

 

1. Applications with big storage

• Some applications like games eat up a lot of memory that may cause the tablet to shut off.

 

 

If Charger Issue:

1. Broken Charger

• Check if device is still within 1 Year Warranty Service

  • If yes, request for a replacement charger from Level 2 (Derek). Obtain all necessary information from the customer before making a request (Name, Address, Device Model). Ask for proof of purchase.

  • If no, advise customer to purchase a charger from any local electronic stores. Provide proper charger specifications to the customer.

 

1. Lost Charger

• Advise customer to purchase a different charger. Company is not liable for any loss and or intentional damage.

 

WARRANTY SERVICE

• If all troubleshooting steps are done, and still device is not charging, get all necessary information and details from the customer.

• Name

• Phone number

• Email Address

• Shipping Address

• Check if the device is within 1 Year Warranty

  • If yes, ask for Proof of purchase and or back panel photo (Please ensure that the numbers are visible on the photo).

  • If no, inform customer that we cannot fix/replace the device, but we can assist them with troubleshooting steps ONLY.

• Once PoP is received, generate RMA Number.