12/2013

CALL CENTER NEWSLETTER

Product: XT1032 Moto GTM Package: ALL Firmware: ALL EMEA Android: Android 4.3 (Jellybean)

Factory master reset on a MOTOROLA ™ Used if the customer wishes to clear their data or forgets their device lock (pattern or code)

Introduction If a customer has enabled the device lock in the handset but forgets the passcode or pattern to unlock it, then the only solution would be an External Factory Reset

Procedure

• When using this feature; everything is deleted from the device. • Reset will require a minimum battery level of 25%. If you are unable to perform a reset, please charge for 20-30 minutes and try reset again.

1. With the phone powered off, press the VOL DOWN KEY for 2-3 seconds then POWER key then release. 2. The device will display different BOOT OPTIONS 3. Use the VOL DOWN Key to SCROLL to Recovery and VOL UP Key to select 4. Use the VOL UP/DOWN key to scroll to update from ADB (NOTE after KitKat update 4.4 use wipe data/factory reset) Select using POWER ON key 5. Use the VOL UP/DOWN key to scroll to YES – delete all user data and select the POWER ON KEY 6. Finally navigating the same as in STEP(4) select: reboot system now

Certain features, services and applications are network-dependent and may not be available in all areas; additional terms, conditions and/or charges may apply. All features, functionality and other product specifications are subject to change without notice or obligation. Contact your service provider for details. MOTOROLA and the stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC. and Android are trademarks of Google, Inc. All other product and service names are the property of their respective owners. ©2011 Motorola Mobility Inc. All rights reserved.

EMEA Service Support Team

Date 04.12.2013 Rev. 23.12/2013