Unable to connect my phone to a computer via a USB cable

Applicable products： Tablet Check for hardware issues

1. Verify that the USB cable is properly connected.

After your phone is connected to a computer via a USB cable, a screen, as shown in the following figure, should be displayed.

The following figure shows the screen displayed on a phone running EMUI 8.X/Magic UI 2.X or later when it is connected to a computer.

It is recommended that you use a standard USB cable for your phone. A non-standard USB cable may only support charging.

If the preceding screen does not display, troubleshoot the issue by performing the following:

1. Check whether the USB cable is functioning.

Use a standard USB cable and try again.

2. Check whether the USB port on the computer is functioning.

Connect your phone to a computer. If the computer has no response or a message is displayed indicating that an unidentified USB device has been detected, go to Device Manager > Ports and check whether "Android Adapter PCUI" and "DBAdapter Reserved Interface" are displayed in the list.

If they are displayed in the list, the hardware is functioning properly. Go to the Check for software issues section below to proceed with the troubleshooting.

If they are not displayed in the list, perform the following:

a. Connect your phone to another USB port on the same computer, and see if the preceding two ports are displayed in the list. If so, keep your phone connected to that USB port, and go to the Check for software issues section below to proceed with the troubleshooting. b. If the preceding two ports are not displayed in the list when your phone is connected to any of the USB ports on the computer, connect your phone to another computer if possible. i. If the two ports are displayed in the list when your phone is connected to a USB port on that different computer, keep your phone connected to that USB port, and go to the Check for software issues section below to proceed with the troubleshooting. ii. If the two ports are still not displayed in the list, back up your data and take your phone and proof of purchase to an authorized Customer Service Center for assistance. . If there is no other computer to perform the test, back up your data and take your phone and proof of purchase to an authorized Huawei Customer Service Center for assistance. Check for software issues

1. Check on your computer to see whether the USB driver for the phone is functioning.

a. Check whether a USB icon is displayed on the right side of the computer status bar. If a rotating circle is displayed on the USB icon, it means that the driver is being installed.

b. Right-click This PC (My Computer) from the desktop, and go to Manage > Device Manager from the shortcut menu. If the ADB/HDB driver does not exist in the list, or there is a question mark or exclamation mark on the driver icon, the driver is not functioning. You need to reinstall the driver.

2. Check whether the drive letter for your phone is displayed.

If you can access your phone as a drive letter on the computer, but no files are displayed, perform the following:

a. Check whether Charge only is displayed on the lower part of the phone screen or in the notification panel. b. If Charge only is displayed, switch the USB connection mode to Device file manager (MTP). Then double-click the new drive letter name that corresponds to your phone. 3. Check whether HDB and USB debugging are enabled.

If you are unable to connect to your phone using HiSuite on your computer, perform the following:

a. Go to Settings > Security & privacy > More settings, enable Allow HiSuite to use HDB, and select Device file manager (MTP) as the USB connection mode.

b. If the connection still fails, turn on the USB debugging switch as well. 4. Check if you are using a third-party phone . If the issue occurs when you are using a third-party phone assistant, perform the following:

a. Open Settings, then search for and access Developer options. b. If it can't be found, search for and access About phone in Settings, and touch Build number seven times in a row (enter the lock screen password if required) until the "You are now a developer!" message is displayed. Go back to the Settings screen, search for and access Developer options, and turn on USB debugging.

c. If USB debugging has been enabled, try removing the USB cable and plugging it in again. If the issue persists, disable USB debugging and enable it again.

If the issue still persists, it may be caused by the third-party phone assistant, which may be incompatible with the Android system. It is recommended that you use HUAWEI HiSuite to connect to your computer. To install HUAWEI HiSuite, perform the following:

o Connect your phone to your computer via a USB cable. Open This PC (My Computer) from the desktop, click HiSuite from the portable devices list, and double-click HiSuiteDownloader.exe. After installing HiSuite, check for updates and make sure that your version is up to date.

To download and install HiSuite for a phone running Magic UI 2.X, Magic UI 3.0.1, EMUI 9.X, or EMUI 10.0.1, connect your phone to the computer, open This PC (My Computer) from the desktop, double-click the HiSuite disk icon, and then double-click the file in the exe format. Click Download to download and install HiSuite. Issue unresolved?

Back up your data and take your device and proof of purchase to an authorized Huawei Customer Service Center for assistance.

What to do if I forget the lock screen password or can't access my device using the lock screen password

Applicable products： Tablet，

If you can't access your device using the lock screen password or you forget your password, try the following: 1 Check whether the password has been changed

Check whether the password has been changed by someone who knows your password. 2 Check whether PrivateSpace is in use

If the password type you set for PrivateSpace is different from that for MainSpace, the corresponding password type will be displayed on the lock screen. Enter the corresponding password to access the system.

If you forget the PrivateSpace password, access MainSpace and then troubleshoot the issue by referring to I have forgotten the PrivateSpace password. 3 Check whether Users is enabled

Check whether the lock screen being displayed is for a sub-user or for the owner. You won't be able to access the system as a sub-user using the lock screen password of the owner. Touch the corresponding profile picture icon to switch to Owner mode, then try unlocking your device. 4 Restore your phone to its factory settings

If you forget your phone password and want to use your phone, we can help you restore your phone to its factory settings. However, all your phone data will be erased and cannot be restored. Therefore, it is recommended that you recall the password wherever possible.

Can the password be cracked?

Huawei phones strictly comply with all applicable laws and regulations. To protect user privacy, data is encrypted using the screen lock password based on an irreversible algorithm. No backdoor is reserved. Data can be decrypted only when the preset password has been entered. In terms of technical implementation, there is no way to access your phone system without the correct lock screen password.

If Find My Phone has been enabled, your phone will display an activation screen when it powers on after a factory reset. You need to enter your HUAWEI ID and password to activate your phone.

Do the following: 1. Power off your phone, remove any USB cables from it, then press and hold the Power and Volume up buttons simultaneously for 15 seconds or until your phone enters Recovery mode.

o To trigger Recovery mode for a phone running EMUI 10.X or Magic UI 3.X, power off your phone, then press and hold the Power button for about 5 seconds until the phone vibrates. Then press and hold the Power and Volume up buttons simultaneously for about 2 seconds, and your phone will show a black screen for 10 seconds and then enter Recovery mode. o To trigger Recovery mode on the Mate 30 Pro and Mate 30 RS that do not have physical volume buttons, press the Power button 5 times in a row after the phone vibrates during a power-on. 2. Press the Volume up or down buttons to select the menu items. Alternatively, touch the menu items to initiate a factory reset. (This may not be supported on all product models.)

Go to Clear data > Factory data reset, and enter yes to confirm the operation. After the factory reset is complete, the phone will remain on the Recovery mode screen. Restart your phone to access the home screen.

My phone cannot send SMS

Applicable products： Tablet，Smartphone If some SMS messages cannot be sent...

Problem: Some SMS messages cannot be sent on my phone, such as those to a carrier number.

1. If an SMS message contains sensitive words, the recipient cannot receive the SMS message.

Use a test SMS message to check whether the SMS message can be received normally. For example, send "Hello", "Thank you", or "Goodbye". If the message can be received, it indicates that the message you tried to send may contain sensitive words. Please exclude sensitive words from your message.

2. Check whether the fixed dialing service has been enabled.

After Fixed Dialing Numbers is enabled, you can only send messages to contacts in FDN list. Disable the Fixed Dialing Numbers service and try sending the message again.

You can go to Phone > > Settings > > SIM > More > Fixed Dialing Numbers, and disable Fixed Dialing Numbers. (Consult your carrier about the required PIN2 code.) 3. If you are sending a group message, check whether the screen is off when the message is being sent. It is recommended that you keep the screen on or charge the phone when sending a group message. 4. If you still cannot send a message to a certain number, open Settings, search for and access Premium SMS access, and find Messaging. Set the corresponding option to Ask for permission. If all SMS messages cannot be sent...

1. Enable and then disable Airplane mode, and try again. 2. If VoLTE is enabled on your SIM card (if so, HD will be displayed in the status bar), disable VoLTE and try again. 3. Third-party SMS messaging apps may have compatibility issues. If you are using a third- party messaging app, open Settings, search for and access Default apps. In Messaging, set Messaging to Default.

4. If a red exclamation mark is displayed when an SMS message failed to be sent, touch and hold the message, go to More > View details, and contact your carrier to report the error code. 5. Install the SIM card you are using into another working phone. If the issue persists, contact your carrier for assistance. If the issue persists...

1. Clear the data and cache in Messaging (the messages will not be deleted).

Open Settings, search for Apps, and find Messaging. Go to Storage > CLEAR DATA.

2. Reset network settings

Open Settings. Search for and access Reset network settings, and touch Network settings reset. Then try again.

This will only reset the Wi-Fi, mobile data, and Bluetooth settings, and will not delete any data or files.

3. Please back up important data, and touch Factory data reset. Open Settings, search for Factory data reset, and touch Factory data reset.

Restoring your phone to its factory settings will delete all data in the internal storage of your device, such as account login information, app and system data and settings, installed apps, and files.

Unable to receive system updates

Applicable products： Smartphone

If your phone has been rooted, back up your data and take your device and proof of purchase to an authorized Huawei Customer Service Center for assistance. If your phone has not been rooted, perform the following to troubleshoot: 1 Check your Internet connection

Your phone may not be able to receive system updates if the Internet connection is poor. Make sure that your phone has a stable Internet connection, then check for updates: Open Settings, search for and access System update (or Software update), and touch Check for updates. 2 Clear cache for System update

1. Clear cache for System update.

EMUI 8.X: Open Settings, search for and access Apps, locate and touch System update, and go to Storage > CLEAR DATA.

EMUI 9.X/10.X/11.X and Magic UI 2.X/3.X: Open Settings, search for and access Apps, locate and touch Software update, and go to Storage > CLEAR DATA.

2. Check for system updates.

Go back to the home screen of Settings, search for and access System update (or Software update), and touch Check for updates. If no update can be found, go to > Download latest full package to check for the latest full package.

Download latest full package is not available in EMUI 9.0.1/Magic UI 2.0.1 or later. 3 The system update is not yet pushed to your phone

The system update is not pushed to all devices simultaneously, due to the wide range of applicable devices. Therefore, you may receive system update notifications later than those on other devices. Please stay tuned for updates and update your phone at your earliest convenience. 4 If the issue persists

If the issue persists, back up your data and take your device and proof of purchase to an authorized Huawei Customer Service Center for assistance.

SIM card lock, PIN code, and PUK code

Applicable products： Tablet，Smartphone

A PIN code is the Personal Identification Number (PIN1) delivered with your SIM card to better protect your data.

A PUK code is the PIN Unlocking Key delivered with your SIM card, which is used to unlock your SIM card when you have entered a wrong PIN (PIN1) code many times.

 When the PIN protection feature is enabled, you'll need to enter the SIM card PIN each time you power on the phone or replace a SIM card when the phone is powered on.  If PIN protection is enabled for both SIM cards, you'll have to enter the PINs for both cards respectively each time you power on the phone or replace a SIM card when the phone is powered on.

If you forgot or don't know your PIN or PUK, contact your carrier.

To use the PIN protection feature:

EMUI 5.X: Go to Settings > Advanced settings > Secure.

EMUI 8.X: Go to Settings > Security & privacy > More settings.

EMUI 9.X: Go to Settings > Security & privacy > More settings > Encryption and credentials.

And enable the Lock SIM card switch according to your needs. Enter the PIN code and touch OK. You can also touch Change SIM PIN to modify your PIN code.

Notes:

The PIN protection feature varies with carrier. Contact your carrier for further details. Make sure you have obtained your SIM card PIN from your carrier before troubleshooting related issues.

Precautions:

 If the number of PIN input attempts exceeds the limit, enter the PUK to unlock the SIM card. If the number of PUK input attempts exceeds the limit, your SIM card will be disabled permanently. In this case, apply for a new SIM card.  The maximum attempts allowed for PIN input and PUK input are 3 times and 10 times respectively. Contact your carrier for further details.  After you have entered the correct PIN code, the number of PIN input attempts allowed is restored.  After you have entered the correct PUK code, the number of PUK input attempts allowed is restored, and you'll need a new PIN code.  No PIN code is required if the PIN protection feature is not enabled or no SIM card is installed on your phone (You'll be required to enter your lock screen password if you have set one.)