Why can't I access the internet (via 2G/3G/4G/5G)?
1. Swipe down from the top or up from the bottom of your screen to open the Shortcut Center, and check whether the mobile network is on.
2. Check whether your SIM card is out of service. If so, top it up and then restart your phone. Contact your carrier to check whether your mobile data usage has reached its limit. If necessary, replace your SIM card with one that can access the internet.
3. If you are using a metal protective case or magnetic holder, which can interfere with your phone’s signal, we recommend you remove it and then try again. The signal coverage may be poor in areas such as underground parking lots and elevators. Test your mobile network connection in an open area, such as outdoors.
4. Open iManager, tap Data monitor > Network management, and check whether relevant apps are allowed to access the internet.
Note: Some models do not support this feature.
5. Go to Settings > Other networks & connections (or Network & internet) > VPN and check whether a VPN is being used. If so, you are recommended to disable it.
6. Reset to default APN settings and then restart your phone.
Path: Settings > Mobile network/Dual SIMs & mobile network (> SIM card info and settings > SIM card) > Access point name (APN), or Settings > Network & internet > SIM card & mobile network > SIM card > Access point name (APN).
7. Turn on Airplane mode and then turn it off again. If necessary, go to Settings > System management/System > Backup & reset/Reset options, reset network settings, and then try again.
* Note: Resetting network settings will reset your Wi-Fi, mobile network, and Bluetooth connections.
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Why is my (2G/3G/4G/5G) internet/download speed slow?
1. If you are using a metal protective case or magnetic holder, which can interfere with your phone’s signal, we recommend you remove it and then try again.
2. If the issue also occurs on other mobile phones using SIM cards from the same carrier in your area, the carrier may have poor network coverage where you are. You can try in another area.
3. Some carriers apply speed restrictions on unlimited data plans. If your mobile data usage has reached a specific amount, your carrier will slow down your network speed. For more information, please contact your carrier’s customer service.
4. Go to Settings > Other networks & connections (or Network & internet) > VPN and check whether a VPN is being used. If so, you are recommended to disable it.
5. Reset to default APN settings and then restart your phone.
Path: Settings > Mobile network/Dual SIMs & mobile network (> SIM card info and settings > SIM card) > Access point name (APN), or Settings > Network & internet > SIM card & mobile network > SIM card > Access point name (APN).
6. Turn on Airplane mode and then turn it off again. If necessary, go to Settings > System management/System > Backup & reset/Reset options, reset network settings, and then try again.
* Note: Resetting network settings will reset your Wi-Fi, mobile network, and Bluetooth connections.
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Why can't I use the mobile network during calls?
The availability of the internet during calls depends on your carrier’s network. VoLTE allows you to access the internet while making calls. Please contact your carrier to enable VoLTE HD calls. Once enabled, you will see “HD” in the status bar.
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Why does my phone lag while playing a game using the mobile network?
1. If you are using a metal protective case or magnetic holder, which can interfere with your phone’s signal, we recommend you remove it and then try again.
2. If the issue also occurs on other mobile phones using SIM cards from the same carrier in your area, the carrier may have poor network coverage where you are. You can try in another area.
3. Some carriers apply speed restrictions on unlimited data plans. If your mobile data usage has reached a specific amount, your carrier will slow down your network speed. For more information, please contact your carrier’s customer service.
4. You are recommended to play the game in your region. Cross-region gaming may have a high latency because the game servers are distributed in different areas and the latency in some areas may be high.
5. Go to Settings > Other networks & connections (or Network & internet) > VPN and check whether a VPN is being used. If so, you are recommended to disable it.
6. Reset to default APN settings and then restart your phone.
Path: Settings > Mobile network/Dual SIMs & mobile network (> SIM card info and settings > SIM card) > Access point name (APN), or Settings > Network & internet > SIM card & mobile network > SIM card > Access point name (APN).
7. Go to Settings > System management/System > Backup & reset/Reset options, reset network settings, and then try again.
* Note: Resetting network settings will reset your Wi-Fi, mobile network, and Bluetooth connections.
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Why can't an app access the internet (via 2G/3G/4G/5G)?
1. Open iManager, tap Data monitor > Network management, and check whether the app is allowed to access the internet.
Note: Some models do not support this feature.
2. If the app cannot access the internet on other mobile phones using SIM cards from the same carrier, there may be an issue with the app. Please contact the app provider.
3. Go to Settings > Other networks & connections (or Network & internet) > VPN and check whether a VPN is being used. If so, you are recommended to disable it.
4. Reset to default APN settings and then restart your phone.
Path: Settings > Mobile network/Dual SIMs & mobile network (> SIM card info and settings > SIM card) > Access point name (APN), or Settings > Network & internet > SIM card & mobile network > SIM card > Access point name (APN).
5. Tap and hold the app icon on the home screen and tap Uninstall to uninstall the app. Then go to V-Appstore to download and install the app again. Uninstalling the app will delete the app data. Please back up the data before uninstalling the app.
6. Go to Settings > System management/System > Backup & reset/Reset options, reset network settings, and then try again.
* Note: Resetting network settings will reset your Wi-Fi, mobile network, and Bluetooth connections.
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SIM card cannot be recognized by the phone
1. Reboot your phone.
Reboot your phone to let it reload the SIM card. Check if the SIM is properly recognized.
2. Check the phone settings and see if the SIM card is enabled.
Go to Settings > Mobile network/Network & internet > SIM card info and settings. Select the SIM card and enable it.
3. Check if the SIM card is inserted incorrectly.
Please follow the steps in the user manual and check if the SIM card is inserted correctly.
How to insert the SIM card: Go to Settings > System management > About phone > Customer service > Manual > Overview and Quick Start > Installation and preparation.
4. Check if the SIM card is dirty.
Check if the SIM card is dirty, and if it is, clean its surface; otherwise the SIM may not be recognized due to poor contact. If you have trimmed your SIM card, the shape of the SIM card may not be standard, thus resulting in poor contact and recognition failure. In this case, please replace the card at any of your carrier’s stores.
5. Conduct a cross-check.
Insert your SIM card into another phone or insert other SIM cards into your phone to determine if this problem is caused by the SIM card or your phone.
6. If the problem persists, please back up your phone data and take your phone and proof of purchase to service center for testing.
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Why can't my phone connect to a PC?
1. Please make sure to use an original connecting cable to connect the phone to the PC.
2. Pull down the status bar to check whether there is a USB connection notification showing charging mode as default.
After that, touch this notification to jump to the USB preference settings screen and choose other modes such as file transfer. If there is no connection notification, you can try with another USB port or another PC.
3. Check your PC USB driver.
Please check the PC’s operating system version and make sure to download the correct driver for the connection.
For Windows XP/Vista/7 and higher:
Please go to https://easyshare.vivo.com/drivers/driver_ex.exe to download and install the driver and try again
For macOS:
If you’re using an Apple MacBook, you need to download and install”AndroidFileTransfer.dmg” to manage the files on your phone.
1. Connect your phone to MacBook;
2. Visit http://zs.vivo.com.cn/download.php?sel_type=12 to download and install macOS MTP;
3. Open this tool to manage the files on your phone by MacBook.
For Linux:
1. Run command “sudo apt-get install mtp-tools mtpfs” to download and install the tool;
2. Run command “sudo mkdir / media / mtp” to create a new folder;
3. Run command “sudo chmod 755 / media / mtp” to change the folder permissions;
4. Run command “sudo mtpfs ?o allow_other / media / mtp” to install the device. Then you can manage your phone files in File Manager.
5. Uninstall the device by running command “sudo umount / media / mtp.”
During the installation process, do not disconnect the USB data cable between the phone and the computer. If it doesn’t work after installation, restart your computer or reinstall.
Tips: Please refer to Settings >More Settings >Manual >More Apps >USB Connection Instructions >Linux. For some models, please refer to Settings > About Phone > Customer Service > Manual > Mobile Phone Maintenance and Care > USB Connection Instructions > Linux.
4. If all attempts fail, please bring your mobile phone, warranty card, and invoice to the local customer service center for testing.
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Can hidden app access internet?
Hidden applications can still connect to the network. If you need to prohibit a hidden application from accessing the network, you need to manage it before hiding it in iManager – Data Management/Data Traffic Management – Network Management. This is because after hiding the application, it will not be visible in this interface.
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Unable to make a call
I. Cannot make calls in certain scenarios.
When dialing a fixed number, a prompt shows that the user is busy: This may be because you are blocked by the user. In this case, please try contacting the user via other means. You will be able to call that user again once you are unblocked.
II. Cannot make calls in general scenarios.
1. Check if the SIM card signal is normal.
You may not be able to make or receive calls if the signal is weak or unavailable.If your mobile phone uses a metal or magnetic phone case or stand, such phone case and stand will affect the mobile phone signal.
It is recommended that you take it off and try again. If you are in an underground parking lot, elevator room, etc., the coverage of the mobile phone signal is easily affected by these environments. The signal will be relatively weak, and the mobile network will also be affected.
It is recommended that you go to an open area for testing, such as an outdoor open environment.
2. Enable and disable Airplane mode.
Enable and disable Airplane mode and then try again.
3. Check whether your SIM card is in arrears.
4. Confirm with the operator whether the mobile phone number has handled the service of restricting outgoing calls. If so, it is recommended to close it.
5. Confirm with the operator whether the VoLTE service is activated on the mobile phone. In some areas, the 2G or 3G network is closed, and the VoLTE function is required to make normal calls.
6. Update the system.
Update your system to the latest version.
7. Reset network settings.
Settings > System management/System > Backup & reset/Reset options > Reset network settings
* Note: Resetting network settings will reset your Wi-Fi, mobile network, and Bluetooth connections.
8. If the problem persists, please back up your phone data and take your phone and proof of purchase to nearby service center for testing.
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Why can others not hear my voice during calling?
If it happens under the regular call:
1. Check whether you click the Mute button of the phone call interface. In this case, another party can not hear your voice;
2. Check whether the same issue appears on other phones at the same environment. If yes, maybe the issue caused by the weak network. You can change time or stable network for a try;
3. If the issue appears when making calls through BT device or other headsets, please change other devices for a try;
4. If it happens to all contacts, please open Recorder to record a recording file, then play it to check if there are sounds. If not, please check if the Microphone is stuck with the dust. If Microphone is clear, continue following the methods:
5. Update your phone to the latest version;
6. Restore all settings(no data or media will be deleted).
If above measures are not effective, please seek help from our service center.
If it happens under the online call and there is no this issue under the regular call:
1. Make sure Microphone permission is allowed. You can check it in Settings>Applications and Permissions(Applications and Notifications)>App manager?All App?>the App>Permission;
2. Change a network or connect to Wi-Fi with fast network speed, then try again;
3. Update the app and your phone to the latest version;
4. Uninstall it, then install it again; (This operation will erase all the data of the App, please back up the important data of this App in advance)
5. Restore all settings(no data or media will be deleted).
If above measures are not effective and the Microphone is well, please feel free to contact us.
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What should I do if the voice is low/no sound/noise/intermittent during a call?
1. Adjust the volume to the maximum.
Press the volume up button to maximize the volume during the call.
2. Check if your phone is connected to a Bluetooth device.
If your phone is connected to a Bluetooth device, such as Bluetooth earphones or Bluetooth car kit, the sound will be played via the Bluetooth device. Please turn off Bluetooth in control center and see if this problem is resolved.
3. Check if the sound hole of the receiver, microphone or speaker is blocked.
Check if the sound hole is blocked by the protective case or screen protector film. If it is blocked, please clean it or take your phone to a nearby service center.
4. Check the signal strength.
Poor signal may compromise the call quality. In this case, please go to an area with better signal and try again.
5. Conduct a cross-check.
Call various contacts, and if this problem only occurs when you call a specific contact, it may be because that contact’s network is unstable or phone is malfunctioning.
6. Enable VoLTE service.
After enabling this service, the call quality will be better and the voice will be clearer.
7. Update the system to the latest version.
8. If the problem persists, please back up your phone data and take your phone and proof of purchase to a nearby service center for testing.
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Why can I not use data network?
1. If you are using a metal protective case or magnetic holder, which can interfere with your phone’s signal.
We recommend you remove it and then try again.
2. If the issue also occurs on other mobile phones using SIM cards from the same carrier in your area, the carrier may have poor network coverage where you are.
You can try in another area.
3. Some carriers apply speed restrictions on unlimited data plans.
If your mobile data usage has reached a specific amount, your carrier will slow down your network speed. For more information, please contact your carrier’s customer service.
4. You are recommended to play the game in your region.
Cross-region gaming may have a high latency because the game servers are distributed in different areas and the latency in some areas may be high.
5. Go to Settings > Other networks & connections (or Network & internet) > VPN and check whether a VPN is being used.
If so, you are recommended to disable it.
6. Reset to default APN settings and then restart your phone.
Path: Settings > Mobile network/Dual SIMs & mobile network (> SIM card info and settings > SIM card) > Access point name (APN), or Settings > Network & internet > SIM card & mobile network > SIM card > Access point name (APN).
7. Go to Settings > System management/System > Backup & reset/Reset options, reset network settings, and then try again.
* Note: Resetting network settings will reset your Wi-Fi, mobile network, and Bluetooth connections.
8.If the issue persists, please contact our customer service for further help.
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Noise occurs during video/Internet calls
Noise occurs during video/Internet calls, you can try the following solutions:
1. Hang up the phone first and then redial to see if the same situation still exists;
2. Long press the power button to select restart, and then dial to see;
3. Confirm whether the connected network is good. If the network speed is not good, it is recommended that both parties change to a WiFi network with a better network speed, and then dial again;
4. Please pay attention to whether the protective case and film of the mobile phone block the sound hole.
If the sound hole is blocked, you can try to clean it or take the mobile phone to the customer service center to clean it;
5. You can check after upgrading the calling app to the latest version;
6. Upgrading the system can improve the compatibility and stability of the system, please enter the settings — system upgrade, if there is a new version, please update it.
7. Please back up the data of the app, uninstall and reinstall the app, and then try to make a call;
8. If the above methods fail to solve your problem, please back up your mobile phone data in advance, and bring your mobile phone and purchase certificate to the customer service center for testing.
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Phone cannot connect to Wi-Fi
1. Enter the correct Wi-Fi password.
You can tap the eye icon or Show password to view your input password.
2. Reconnect to the Wi-Fi network.
Long press Wi-Fi icon in control centerl > tap the Wi-Fi network to connect, select Forget network/Forget password, and then reconnect to the Wi-Fi network.
3. Try connecting other phones to the Wi-Fi network.
If unsuccessful, there may be an issue with the Wi-Fi network. Restart your router and try again. You can also access the router management page and check whether there are special settings such as connection restrictions, MAC address binding, and internet access time limits.
4. Reset network settings.
Go to Settings > System management/System > Backup & reset/ Reset options> Reset network settings.
* Note: Resetting network settings will reset your Wi-Fi, mobile network, and Bluetooth connections.
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What should I do if a Wi-Fi network is automatically disconnected?
Please don’t worry. The following methods may help:
1. The Wi-Fi Sleep Policy feature is enabled;
If this feature is enbaled, the Wi-Fi network will disconnects automatically when the phone enters stand-by mode. You can go to Settings — WLAN — Advanced Settings — WLAN Sleep Policy and set it to Never Sleep.
Note: This feature is available on the models with Android 10 and before version.
2. Restore the phone setting;
Go to Settings — More settings/System management/System — Backup & Reset/Reset options — Reset All Settings.
Note: Please back up important data in your phone before carrying out this operation.
3. Upgrade the system version.
Go to Settings — System Update, and update to the latest system version.
4. Check the router.
Wi-Fi may be disconnected from time to time if there are problems with the router. You can try restarting or replacing the router.
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What should I do if I can't hear the other party during a call?
1. During the call, you can press the volume up button to increase the volume, hang up or change to another number and redial to try again.
2. If the phone is connected to a Bluetooth device, the sound may come from the Bluetooth device, such as a Bluetooth headset or a car Bluetooth.
You can turn off the Bluetooth function by going to Settings – Other Networks and Connections and then check if the issue persists.
3. If the current network environment is poor, which affects the quality of the call, it is recommended that both parties move to an area with a better signal to test the call.
4. If the call quality is affected due to the poor 2/3G network environment in the area, please contact the service provider to activate the VoLTE high-definition call service and try again.
5. The latest system version improves compatibility and stability.
Go to Settings — System Upgrade to check if there is an update available. If not, it is recommended to upgrade the system.
6. Check if the receiver or speaker is blocked due to protective cases, dirt or film.
If it is blocked by dirt, please go to a customer service center for cleaning.
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Echoes during a call
If you hear echoes of your own voice during the call:
This may be caused by the contact’s phone. Please ask the contact to switch the call mode (from handheld to speaker or the other way round) and see if this problem is resolved.
This may also be caused by the network. In this case, please go to an area with better signal and try again.
If you hear echoes of the contact’s voice during the call:
This may be caused by your phone. Please check if your microphone is blocked, as you may hear echoes when the microphone is blocked by your fingers.
This may also be caused by the network. In this case, please contact your carrier to enable the VoLTE HD call service or go to an area with better signal and try again.
If the problem persists, please back up your phone data and take your phone and proof of purchase to a service center for testing.
There is an echo on the call when playing games:
Own voice echo can be heard during a call
It may be the cause of the other party’s mobile phone. It is recommended that the other party switch the call mode (hand-held to hands-free or hands-free to hand-held), and check with the other party to see if the microphone of the other party’s mobile phone is occluded.
The other party hears an echo during the call
It may be caused on your end. Please pay attention to check whether the microphone is occluded. For example, it may cause an echo if occluded by a finger. You can try to adjust the hand-holding posture.
If the above-mentioned methods do not solve your problem, please back up your mobile phone data in advance, and bring your mobile phone and purchase receipt to a nearby customer service center for inspection.
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What should I do if my phone signal is weak?
1. Verify whether third-party magnetic or metal accessories are being used.
Please check if metal protective cases, magnetic protective cases, magnetic stands or other accessories are used, as metal and magnetic materials can easily interfere with signal reception. It is recommended that you remove the accessories for examination.
2. Confirm if the current environment is covered by the carrier’s network.
If you are in a confined indoor environment such as a basement or elevator, the phone signal may be blocked, resulting in poor reception. It is suggested that you go to an outdoor environment to check. If you are in a remote area, the signal may be weaker. You can judge whether it is due to network coverage by checking the signal of other phones using the same carrier network in the surrounding area.
3. Check the SIM card and perform cross-validation by swapping cards.
Check if the metal surface of the SIM card has any dirt or oxidation and clean it before checking. If a clipped SIM card is used, it is recommended to replace it with a standard SIM card. Install the SIM card in another device or another SIM card in your phone for comparison testing to determine whether it is due to a SIM card fault. If it is due to the SIM card, it is recommended that you visit the carrier’s business hall to request a new SIM card.
4. Reset the network settings. Go to Settings — System — Reset options — Reset Wi-Fi, mobile data network and Bluetooth settings, and then check again.
Note that resetting the network settings will clear the connection records of WLAN, mobile data network, Bluetooth, etc.
5. The impact of 2G/3G network retirement.
Currently, the carrier’s 2G/3G network is gradually being retired, and some models may have limited access when using the 2G/3G network on the secondary card.
6. Check at the service center.
If the above methods do not solve your problem, please back up your phone data in advance and bring your phone and purchase certificate to the customer service center for examination.
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Why can't my phone detect a Wi-Fi network?
1. The Wi-Fi name (or SSID) may be hidden.
You need to manually enter the Wi-Fi name and password to join the network, or disable hidden SSID on the router.
2. Make sure your phone supports the Wi-Fi network band.
If your phone only supports the 2.4 GHz band, 5 GHz Wi-Fi networks will not be available. Switch your router to 2.4 GHz. For details, please contact the router’s administrator.
3. If your phone can detect and connect to other Wi-Fi networks, there may be a problem with your router.
Please contact the router’s administrator for assistance. If your phone cannot detect any Wi-Fi networks, please take your phone and proof of purchase to a service center for testing.
4. Reset network settings.
Go to Settings > System management/System > Backup & reset/Reset options > Reset network settings
* Note: Resetting network settings will reset your Wi-Fi, mobile network, and Bluetooth connections.
5. If the problem persists, please back up your phone data and take your phone and proof of purchase to a nearby service center for testing.
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