1. Q: My phone is slow

A: Open Phone Manager, select Scan and then follow the on-screen prompts to optimize your phone.

Open Phone Manager and select Phone accelerator to kill apps that you are not currently using.

Open Phone Manager. For EMUI 2.0 and EMUI 2.3, select Storage cleaner and then follow the on-screen prompts to clear junk from your phone.

Restart your phone.

If the preceding methods do not speed up your phone, it is recommended that you back up any important data and then restore factory settings

2. Q: My phone heats up

A: It is normal for a phone to get hot when charging or when using power-intensive apps or functions such as games, web browsing and voice calls.

It is recommended that you don't use power-intensive features such as web browsing, games, video playback or voice calls while the phone is charging. Please charge your phone in a cool, dry environment.

It is recommended that you close any background apps that you are not using when playing games. When playing games, the phone's CPU is under heavy strain and will generate considerable heat.

It is recommended that you use mobile data in locations with strong signal. Please don't run lots of third-party apps at once. This will both use considerable mobile data and cause the phone to heat up.

It is preferable that you make phone calls in locations with strong signal.

Huawei will release the latest software versions on its official website. In order to enjoy the best possible user experience, please visit the Huawei Downloads Page and find the appropriate download for your model. Alternatively, you can update to the latest software version via an over-the-air update.


3. Q: My phone turns off or restarts on its own

A: If the battery is removable, this problem could be due to a bad contact.

After removing the battery, use a cotton cloth moistened with alcohol to wipe the contacts on the phone and battery. Reinsert the battery and then turn on the phone.

Press and hold the power button to open the options menu and then select Restart.

If you cannot open the options menu: for phones with removable batteries, please remove and then reinsert the battery; for phones with non-removable batteries, please press and hold the power button until the phone vibrates, in order to force a restart.

If after restarting the phone, it continues to turn off or restart on its own, this could be due to an incompatible third-party app.

It is recommended that you back up any important data and then restore factory settings.

If you are unable to use your phone, please perform a forced update. After the update, the data in your phone's internal storage will be erased.

Visit the Huawei Downloads Page to search for and download a software update package for your model. Please refer to the update instructions contained in the package.

If the problem persists, please contact Huawei customer service or take your phone and purchase invoice to a service center for inspection.


4. Q: My phone won't switch on

A: If this is the first time you've switched your phone on:

Before switching on your phone, please charge the battery for half an hour. The first time you switch on your phone, the system will initialize so it is normal if your phone takes longer to switch on. Please be patient.

If you have restored factory settings or have updated your phone:

After restoring factory settings or updating your phone, turn it back on. The system will initialize so it is normal if your phone takes longer to switch on. Please be patient.

If the screen freezes for a long time:

For phones with removable batteries, please remove then reinsert the battery; for phones with non-removable batteries, please press and hold the power button until the phone vibrates, in order to force a restart.

If your phone does not switch on after normal use:

It is possible that your phone switched off automatically due to low battery. Please connect to a charger for a while before turning on your phone.

Huawei will release the latest software versions on its official website. In order to enjoy the best possible user experience, please visit the Huawei Downloads Page and find the appropriate download for your model. Alternatively, you can update to the latest software version via an over-the-air update.

If the problem persists, please contact Huawei customer service or take your phone and purchase invoice to a service center for inspection.

5. Q: My phone freezes

A: Press and hold the power button to open the options menu and then select Restart.

If you cannot open the options menu: for phones with removable batteries, please remove and then reinsert the battery; for phones with non-removable batteries, please press and hold the power button until the phone vibrates, in order to force a restart.

If your phone freezes when using a third-party app, it could be because the app is not compatible with your phone.

Please restart your phone, remove the third-party app and then install a similar app in its place.

If after restarting, your phone continues to freeze, it is recommended that you back up any important data and then restore factory settings.

If you are unable to use your phone when it freezes, please perform a forced update. After the update, the data in your phone's internal storage will be erased.

Visit the Huawei Downloads Page to search for and download a software update package for your model. Please refer to the update instructions contained in the package.

If the problem persists, please contact Huawei customer service or take your phone and purchase invoice to a service center for inspection.