Troubleshooting Guide

Troubleshooting guide

My phone does not respond after I press the Honor smart key which has been set to trigger SmartCare

When a smart key is set to trigger SmartCare or open an app, it can only function normally if your phone is unlocked. For models like Honor 8 that has its smart key integrated directly into the fingerprint sensor, you can open SmartCare by simply pressing against the fingerprint button.

Slow Bluetooth file transfer

Solution:

1. The Bluetooth device may be too far away from your phone. Please confirm that the Bluetooth device is within an effective range (10 m or less from your phone) and that there are no physical barriers, such as walls, between the two devices. 2. Other Bluetooth services may be in progress, such as a Bluetooth headset, which can slow Bluetooth file transfer. You are advised to pause other Bluetooth services before transferring files via Bluetooth. 3. Your phone may be connected to a 2.4 GHz Wi-Fi network, which operates within the same frequency band as Bluetooth, and can slow Bluetooth file transfer. For optimal performance, please disable Wi-Fi before transferring files via Bluetooth. If your phone and wireless router both support 5 GHz Wi-Fi, you are advised to use a 5 GHz Wi-Fi network instead. For more information, please refer to the router manual. 4. There are sources of interference nearby, such as a microwave oven, which have destabilised your phone's Bluetooth function. You are advised to keep your phone away from sources of interference when transferring files via Bluetooth. 5. The maximum speed for Bluetooth file transfer is 160 KB/s. If you are transferring large files, please consider using Wi-Fi Direct or Huawei Share instead.

Note:

Bluetooth and Wi-Fi services on phone models that use the Hi1102 chip operate within the same frequency band for both 2.4 GHz and 5 GHz Wi-Fi network connections. Relevant phone models include: Honor View 10, Honor V9, Honor 10, Honor Play, nova 2, nova 2S, nova 3, nova 3e, nova 3i, nova 4, HUAWEI nova 2i, HUAWEI Mate 10 lite, Honor 9i, and P20 Lite. If your phone uses the Hi1102 chip, you are advised to disconnect from the Wi-Fi network before transferring files via Bluetooth.

How to add, enrol, rename, or delete fingerprints

First, access the fingerprint sensor management screen:

Versions earlier than EMUI 8.0: Go to Settings > Fingerprint ID > Fingerprint management. EMUI 8.0 and later: Go to Settings > Privacy & security > Fingerprint ID > Fingerprint management.

For security reasons, the Fingerprint management screen is password protected.

Enter or set your lock screen password when prompted. Then you can:

Create a fingerprint: Go to Fingerprint list > New fingerprint and enrol up to five fingerprints.

Rename or delete a fingerprint: From Fingerprint list, touch a fingerprint to rename or delete it.

Identify a fingerprint: Go to Fingerprint list > Identify fingerprint, and place your finger on the fingerprint sensor. The matched fingerprint will be highlighted.

Note 1: To enrol a fingerprint on the Honor View 20 or Huawei nova 4, go to Settings > Privacy & security > Fingerprint ID > Fingerprint management, touch Change unlock method, select a password type, and set your lock screen password. Then touch New fingerprint to enrol a fingerprint. To check your enroled fingerprints, touch Identify fingerprint on the Fingerprint management screen.

Note 2: To enrol a fingerprint on the Honor Magic 2, go to Settings > Privacy & security > Fingerprint ID, touch Change unlock method, select a password type, and set your lock screen password. Then touch New in-screen fingerprint to enrol a fingerprint. To check your enroled fingerprints, touch Identify fingerprint on the Fingerprint ID screen.

Take Moving Pictures

Make your photos more dynamic and fun by taking moving pictures to prolong life's wonderful moments.

With moving pictures, you can record a scene approximately one second before and after pressing the shutter button. When browsing photos in Gallery, view the static picture taken or play a dynamic moving picture effect and sound.

Take moving pictures: Open Camera, go to More > Moving picture, then touch to take a moving picture.

View moving pictures: Moving pictures will be saved to Gallery in JPG format. Go to

Gallery > Albums > Camera, touch pictures with the icon, and touch on the top of the picture to view a dynamic effect. The moving picture automatically stops after a complete playback. You can also touch the screen to stop the playback. Share moving pictures: Go to Gallery > Albums > Camera, touch the moving picture you want to share, then touch to select a sharing method.

Moving pictures can be shared directly through Wi-Fi, Bluetooth, Huawei Share, and more. The receiving device must be a HONOR device that supports the capture of moving pictures in order to play the moving picture effect. When you share moving pictures to third-party apps or incompatible devices, moving pictures will be displayed as static images.

Does my phone support MIMO?

Multiple-input multiple-output (MIMO) technology uses multiple transmit and receive antennae to send and receive multiple radio signals simultaneously to improve communication quality. It can make full use of space resources and implement multiple-input and multiple-output through multiple antennae. The system channel capacity can be doubled without increasing spectrum resources and antenna transmission power which is highly advantageous and is regarded as the core technology of next-generation mobile communication.

Currently, the following models support this feature: P30、P30 Pro、P10 Plus、Nova 2S、Nova 3、Mate10 、Mate10 pro、P20、P20pro、Mate RS、Mate20、Mate20pro、Mate20X、Honor View20.

My step count does not display on the lock screen

1. The step count will display on the lock screen only when Magazine unlock is enabled. Perform the following to verify that Magazine unlock is enabled:

EMUI 8.X and earlier: Open Settings and search for Lock screen style. Set Lock screen style to Magazine unlock.

EMUI 9.0 and Magic UI 2.0: Open Settings and search for Magazine unlock. Enable Magazine unlock. If the Magazine unlock menu can't be found in Settings, go to Themes > Me > Customise > Lock screen style > Magazine unlock > Apply instead.

2. To ensure that Show step count is enabled on your phone, open Settings and search for this switch.

Show step count is enabled by default for Magic UI, as well as for EMUI 9.0.1 and later versions. Therefore, this switch does not exist on phones running these versions.

Call waiting does not work

Problem:

After enabling Call waiting, the function does not take effect and the user is unable to receive other calls during a call.

Cause:

Call waiting will only take effect when it is enabled on your phone and your SIM card has subscribed to the Call waiting service with your network provider.

Solution:

 Touch Dialler or Phone and go to > Settings. If your phone supports dual SIM cards, touch More in SIM 1or SIM 2 and enable Call waiting.  Contact the customer service of your network provider to subscribe to the Call waiting function on your SIM card.

My step count does not display on the lock screen

1. The step count will display on the lock screen only when Magazine unlock is enabled. Perform the following to verify that Magazine unlock is enabled:

EMUI 8.X and earlier: Open Settings and search for Lock screen style. Set Lock screen style to Magazine unlock.

2. To ensure that Show step count is enabled on your phone, open Settings and search for this switch.

Show step count is enabled by default for Magic UI, as well as for EMUI 9.0.1 and later versions. Therefore, this switch does not exist on phones running these versions.

Gallery or Camera stops running

Problem: Gallery or Camera frequently stops running.

Solution:

Open Settings, search for Apps, find Gallery or Camera, then go to Storage > Clear data.

Note: This action will revert Gallery and Camera to their default settings, but this will not delete user data.