Note: The following information applies to all devices with built-in batteries.

For devices with built-in batteries, please refer to the following FAQ: 

Trouble shooting: My device does not boot?


If your device does not start, please try the following tests before sending the device to a service center. This can help avoid downtime and costs.


Cause 1: Device frozen

  1. Press and hold the ON/OFF button for 20 seconds, then release it. This will force a restart.
  2. The boot logo should appear during startup, and the device should vibrate briefly.
  • Starts:Device has frozen /if this happens frequently, reset the device to factory settings to rule out third-party apps as the cause. 
  • Does not start: Continue to the next cause.

Cause 2: Empty or deeply discharged battery

  1. Use the original charging cable and power plug (USB 5V/min. 2A)
  2. Charge the device for 12 hours - IMPORTANT: Do not attempt to start the device once the charging cable is connected. If you have attempted to start the device, start again at point 1.
  3. Press and hold the ON/OFF button for 20 seconds and then release it.
  4. When starting up, the boot logo should appear and the device should vibrate briefly.
  • Starts up: Battery was deeply discharged. If the battery was too deeply discharged, consider replacing it.
  • Does not start up: Device is defective and should be sent in for repair (possible defects: motherboard, display, charging contact).


If the device still does not start after all these tests, please consider sending it to one of our service centres for repair.