professor Messer - troubleshooting mobile devices

Question 1

• Touchscreen completely black or touchscreen
not responding to input
• Buttons and screen presses do not register
• Apple iOS reset
• Press power button, slide to power off,
press power button
• Hold down power button and Home|volume
for 10 seconds
• Android device restart
• Remove battery, put back in, power on
• Hold down power and volume down until restart
• Some phones have different key combinations
• Some phone do not have a key-based reset

Answer 1

touchscreen non responsive

Question 2

• Problematic apps
  
  • Apps not loading, Slow app performance
• Stop the app and restart
  
  • iPhone: Double-tap home button, slide app up
  • Android: Settings/Apps, select app, Force stop
• Restart the phone
  
  • Hold power button, power off
• Update the app
  
  • Get the latest version

Answer 2

App issues

Question 3

• Protect your email
  
  • Encrypted communication channels
• Built-in to corporate email systems
  
  • Microsoft Outlook
• Each user has a private key
  
  • You can’t decrypt without the key
• Install individual private keys on every mobile device
  
  • Use a Mobile Device Manager (MDM)

Answer 3

Unable to decrypt email

Question 4

• Bad reception
  
  • Always searching for signal
  • Airplane mode on the ground
• Disable unnecessary features
  
  • 802.11 wireless, Bluetooth, GPS
• Check application battery usage
  
  • iPhone: Settings/Battery
  • Android: Settings/Battery
• Replace aging battery
  
  • There’s only so many recharges

Answer 4

short battery life

Question 5

• Phone will automatically shut down
  
  • Avoid overheating damage
• Charging/discharging the battery,
  
  • CPU usage, display light - creates heat
• Check app usage - Some apps can use a lot of CPU
• Avoid direct sunlight - Quickly overheats

Answer 5

overheating

Question 6

• Nothing works
• No screen or button response
• Soft reset
• Hold power down and turn off
• Hard reset
• iOS: Hold power and home|volume for 10 seconds
• Android: Various combinations of power, home, and
volume buttons
• Ongoing problems may require a factory reset
• Install latest operating system and reload

Answer 6

frozen system

Question 7

• No sound from a particular app
  • Check volume settings
  • Both app and phone settings
  • Bad software / delete and reload
  • Try headphones
• Sound starts but then stops
  • Dueling apps / keep app in foreground
• No speaker sound from any app
  (no alarm, no music, no audio)
   • Load latest software or factory reset

Answer 7

No sound from speakers

Question 8

• Check settings to enable GPS
  
  • iOS: Settings / Privacy / Location Services
  • Android: Settings / Location
• Configure location mode
  
  • iOS: Settings / Privacy / Location Services
  • Android: Settings / Location / Location mode
• Need a good view of the sky
  
  • You’re listening to satellites in space

Answer 8

GPS not functioning

Question 9

• Buildup of gas
  
  • Designed to self-contain
  • Do NOT open the battery packet/container
  • Significant fire risk
  • You’ll be sorry
• Faulty battery
  
  • Stop using immediately
  • Dispose of properly
• Device can be damaged
  
  • Better than having a fire

Answer 9

swollen battery