Jolla phone users – step-by-step instructions

Jolla -

In this article you will learn about the steps that you need to perform before requesting repair and what information we require you to provide in order to initiate the repair process.

CONTENTS

1 Steps to try before requesting repair service
1.1 Steps for General device issues
1.2 Steps for Charging related issues
1.3 Steps for Power related issues

2 Requesting repair service


1 Steps to try before requesting repair service

Depending on what the issue on your device is, you might need to perform different steps before requesting repair service.

1.1 Steps for General device issues

The below steps should be followed, in order, until the issue is resolved.

  1. Please restart your device by powering it off completely, then powering back on, using the power key.
  2. Please power off your device completely, remove the battery, wait a moment, reinsert the battery into your device and power on your device (using the power key).
  3. Please ensure that the Sailfish OS version on your device is in the latest version. Help with system updates can be found here.
  4. Reset your device, and then update your device to the latest version of Sailfish OS.
  5. If all of the above fail, please submit a request here, and confirm that you have completed the steps above.

1.2 Steps for Charging related issues

The below steps are intended to be followed when you experience some or all of the following issues with your device:

  • Device doesn’t start up at all, reports battery is empty
  • Charging is constantly interrupted or is otherwise unreliable
  • Device battery doesn’t ever seem to reach full capacity
  1. Switch device off and remove battery from device. Put battery back in device, attach device to charger without pressing power key. Leave be for minimum 30 minutes and switch device on.
  2. Power off the device completely and remove battery from device. Reinsert battery and replace the back-cover, then plug in the device to the charger without pressing power key. After minimum 30 minutes press the power key once, device will report battery-charge level. Once device reports being 100% charged, power on the device.
  3. Repeat steps 1 and 2, but with a different charger.
  4. If all of the above fail, please submit a request here, and confirm that you have completed the steps above.

Article(s) most related to Charging issues:


1.3 Steps for Power related issues

The below steps are intended to be followed when you experience some or all of the following issues with your device:

  • Device doesn’t start up at all
  • Device doesn’t start up past the Jolla logo
  • Device is suddenly switching off
  1. Switch device off and remove battery from device. Put battery back in device, attach device to charger without pressing power key. Leave be for minimum 30 minutes and switch device on.
  2. Power off the device completely and remove battery from device. Reinsert battery and replace the back-cover, then plug in the device to the charger without pressing power key. After minimum 30 minutes press the power key once, device will report battery-charge level. Once device reports being 100% charged, power on the device.
  3. Repeat steps 1 and 2, but with a different charger.
  4. If all of the above fail, please submit a request here, and confirm that you have completed the steps above.

2 Requesting repair service

If you are unable to resolve the issue with your device, we ask you to send us a support request.

When you send your request to us, please be sure to provide us with:

  1. A full description of the issue you are currently experiencing
  2. Confirmation that you have followed the steps in this article and any other help articles you have referenced our Help Center.
  3. All information asked for in the service request form.

To send us a service request, please click here.

Have more questions? Submit a request

Comments

Powered by Zendesk