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1. Which or smart phones are entitled to receive the Android N (EMUI 5.0) update? Hi XXX, thank you for your interest in the latest Android N update. Huawei will offer the Android N update to the following devices: Mate 8, P9, P9 Plus, Honor 8, P9 Lite, Honor 6X, Nova, and Nova Plus. *Model names may vary according to countries or region.

2. When will I get the latest Android N (EMUI 5.0) update for my phone? Hi XXX, at present we cannot provide a definite date on the release for your phone. However, the Android N updates are available for Mate 8, P9, P9 Plus, Honor 8, P9 Lite, Honor 6X, Nova, and Nova Plus. If your phone is one of these mentioned, rest assured that we actively developing and testing the N update to ensure the best performance for your phone! So please stay tuned.

3. What can I do when I encountered a problem while upgrading? Please make sure the available storage space on your phone is at least 3 GB, and the battery level is higher than 30%, and check if the network is OK before start upgrading. If you encounter any problems while upgrading, you can call the local hotline for help.

4. What time will we receive the EMUI 5.0 version push? We're now in FUT phrase, please pay attention to our official news. (If there's an official website or Facebook, the support personnel must provide it to the customer.)

5. What's FUT? FUT is the short for "Friendly User Trial". This activity will gather about 200 volunteers to help test the new functions in advance.

6. Which version can be rolled back to after upgrading to Android 7.0? Android 7.0 can be rolled back to the official stable version of Android 6.0.

7. How to get the EMUI 5.0 update package? You can get EMUI 5.0 update package by: (1). Settings -> Updater -> Check for updates. (2). Download the update package from our official website.

8. How to get the EMUI 5.0 update instructions? (The update instructions will be sent to support together with this document at this time, support personnel should guide customers to get the instructions taking into account the local situation.)

9. How many ways are there to update from EMUI 4.X to EMUI 5.0? (1). Online update. 2017-3-30 华为保密信息,未经授权禁止扩散 第 1 页, 共 9 页

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(2). Download update package from our website and perform local update.

10. Update to EMUI 5.0 failed/unable to update/locked in boot loader after update for EMUI 5.0/crashed when updating/boot loop when update? We're very sorry for the inconvenience, please help to confirm: 1. If your phone has rooted as ROOT, it would cause update failed. 2. Please confirm: 1) Whether the phone memory is nearly full, if yes, please release all memory and retry. 2) Whether there's a SD card in your phone when you updated? if yes, please pull out and retry, because some SD cards are not compatible with Android 7.0 very well now.

11. Is there any requirements on upgrading the EMUI 5.0? What shall I need to do before upgrading? Hello, before upgrading the EMUI 5.0, we need to ensure that our mobile phone has enough spare space, if upgrading online, we need to ensure that at least the spare space of our mobile phone reaches at 3G; Please ensure that at least there are 30% electric quantity left. If the electric quantity is not enough, the upgrade will be banned. Please check if the network is OK, suggest you upgrading in Wi-Fi environment.

12. Whether online upgrade of EMUI 5.0(Android 7.0) delete my data or not? Yes. Because a part of pre-installed applications not compatible with android 7.0, we have to delete them in android 7.0; besides, because the special specification of EMUI 5.0, since android 7.0, all the mobile phones tailored for overseas market will delete the build-in browser and adopt Google Chrome. So before upgrade, you must ensure that you have backed up your personal data including the data in pre-installed apps and the bookmarks saved in Huawei browser to SD card, PC etc. and confirmed that the data is intact. The following are the general steps for backing up data to SD card: a. Insert a SD card with enough space into your phone. b. Tap Tools, Backup and then New backup. c. On the page of Back up to SD card, select the data type that you want to backup and set a password to encrypt your data. d. Click Next. The data will be backed up.

13. How to carry out the EMUI 5.0 HOTA upgrade? Please obtain the newest upgrade package through "Setting -> Software Upgrade -> Checking Upgrade " to complete upgrade. After the upgrade is completed, turning on your phone and checking whether the system has been already upgraded to the newest version through "Settings -> About -> Software Version Number", and then making sure that the basic functions of the mobile phone which the version has been upgraded can be used normally. If you have any problems during upgrade, please call the hotline for help.

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14. What should be prepared before the EMUI 5.0 HOTA upgrade? Hello, please ensure these items before upgrade: 1). Make sure upgrade using the phone with Huawei official software version, and that has NOT been upgraded using other unofficial software version, otherwise upgrade will NOT succeed and may cause unknown issues. 2). Please do not try any other versions from any other regions or countries, otherwise upgrade will NOT succeed and may cause unknown issues. 3). Your personal data will be erased during the rollback. Be sure to back up all your important data beforehand. 4). Make sure the available storage space on your phone is at least 3 GB. 5). Make sure the battery level is higher than 30%.

15. Could I update online if my phone has rooted? If you have rooted your phone or deleted some system files, the online update maybe failed.

16. How to restore the system if I have rooted my phone? You can restore your phone by eRecovery force update. If the problem still exists, please send to repair.

17. Why some applications sometimes cannot work properly, quick closed or crashed after updated to EMUI 5.0? We're very sorry for the inconvenience, please help to confirm: 1. What's the name and version number of the app? 2. Could you describe the situation under which the app has exceptions? 3. Recommended you to get the latest version in Google Play Store and reinstall it. 4. If the problem still exists, and you definitely need the app, we recommend you to rollback to Android 6.0 version temporarily.

18. How to rollback to Android 6.0 from Android 7.0? Rollback steps: (Prepare a micro SD card with available storage space at least 8 GB.) Step 1: Download transition package. Step 2: Load the UPDATE.APP package to the dload folder under your micro SD card root directory. Step 3: Power off the phone and then press the Volume+, Volume-, and Power button at the same time. Step 4: Download Android 6.0 version upgrade package Step 5: Repeat step 2 – 3. You can find more details from the rollback instruction.

19. Why I didn't receive the new version push as it was pushed over whole network? 2017-3-30 华为保密信息,未经授权禁止扩散 第 3 页, 共 9 页

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We're very sorry for the inconvenience, please help to confirm: 1). Whether your phone has been rooted or some system files have been deleted. 2). If not, please go to Settings > Manage apps > All > Updater > Clear data. Switch to the mobile network or another Wi-Fi network and search for the update package.

20. Why did the shortcut of app/images/video/audio/… sharing disappear after upgrade? We're very sorry for the inconvenience. According to the local relevant laws and regulations, the behavior of sharing legalized APK and other matters without authorization will infringe copyright protections. For ensure your usage legality, we delete the shortcut for sharing since the new version. You can download any applications you need in Google Play Store. If you want to share free app/images/video/audio/… with others, legal ways are suggested.

21. What are the EMUI 5.0 compared to EMUI 4.x? Compared to EMUI 4.x, EMUI 5.0 introduced the following new features: drawer feature, "Huawei share" feature, notification & status bar, eye comfort feature, Battery management optimization, new personal customization name card , active sharing business card, wide aperture video function etc.

22. What is the wide aperture video function on EMUI 5.0? Hello, this is the new function of EMUI 5.0. According to your video needs, you can adjust the aperture which will give you a professional video experience.

23. Why I can't share to my friends when I open the "Huawei share" function? Hello, this is the new function of EMUI 5.0. This feature needs the transfer side and the receiver side opens this function on phone. When the two sides open quick sharing feature, you can choose the content and click on the share button to share.

24. Why the album display and music playing on the desktop is gone after upgrade? Hi XXX, EMUI 5.0 desktop default to cancel the album display and music playing, so that screen space appears clean and orderly. You can add on your own needs.

25. After upgrade, in the battery management why I can't find the "protected application" switch? Hi XXX, the "Protected Application" switch has been changed to "Close apps after screen lock" on EMUI5.0.

26. Why the system is stumbled after updated to EMUI 5.0? We're very sorry for the inconvenience, please help to confirm: 1). When your phone run slowly? What are you doing then? Sliding? Opening or using app? 2017-3-30 华为保密信息,未经授权禁止扩散 第 4 页, 共 9 页

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2). When the system is stumbled, how many apps is running? If many, please close all of them then retry. 3). If the memory is nearly full, such as only several M free space left, please release the memory and then retry. 4). If the phone being in power on above a half month, please reboot and then retry. 5). would you convenient to provide your IMEI message or other contract information to help us locate the problem. 6). If don't, recommend the user to reset factory defaults or rollback to Android 6.0 version. Technicians will continue to optimize the system to improve performance.

27. Why some screens of applications display black or white in multi-task manager interface sometimes? This is normal phenomenon. When you click the multi-task manager button, it will capture the current interface of every application that opened now. If the application is loading or switching at that time, the black, white or a switch interface would be recorded and taken use as a task slide.

28. Why the phone's theme become the default theme after upgrade to EMUI 5.0? We designed a fresh new default theme for EMUI 5.0, which will be set by default when you updgrade from EMUI 4.x to EMUI 5.0 (no matter the local or third party theme is used). You also can change the default theme to the one that used before upgrade by Themes.

29. The relationship between GPS tag of camera and Location Information of Notification bar. How to use GPS tag? What's the function of Location Information switch? The relationship: A prompt will pop up asking you to turn on the Location information which is on notification bar when you turn on the GPS tag of camera for the first time. In future, the Location information switch will open automatically every time you open camera. This is a new feature of EMUI 5.0. How to use GPS tag: When GPS tag is turned on, the photos you taken afterwards will be classified according the location information. You can view your photos by locations by Gallery > Discover. The function of Location Information: Keeping the Location information switch open can help the applications that pre-installed Internet positioning services to get your location information. You can stop applications from getting your personal location information by turning off the Location information on notification bar or change the mode by Settings > Advanced settings > Location services > Mode.

30. The Spotify application does not display the button on the lock screen

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Because the Spotify app has not been compatible to Android 7.0, its buttons don't display on the lock screen now. Please keep an eye on the new official release of Spotify that compatible with Android 7.0.

31. Why the lock screen does not display a notification message? Notification prompt on lock screen is only available when you use Screen lock style. Please go to Settings > Screen lock & passwords > Screen lock style to check if Screen lock style is chosen. If yes, please try the following method: Settings > Notification and status bar > Notification management > tap in the upper right corner configure notifications > When device is locked > Show all notification content. In the future version, the option of Show all notification content will be set as default.

32. Why there’s no notification on notification bar when take a screenshot? Our engineers are developing this function in the new version. We're sure that you will find this function in the future versions.

33. Fingerprint sensor is unresponsive or fails to recognize my fingerprint Causes: You touched the sensor while charging your phone with a third-party charger. There is dirt or grease on the fingerprint sensor. Your finger is too dry, or your skin is peeling or damaged. You placed your fingernail on the fingerprint sensor. Solutions: Use the charger that came with your phone to ensure that the fingerprint sensor works properly when your phone is charging. Keep your fingers clean to ensure that the fingerprint sensor can recognize your fingerprint. You may need to apply more pressure during cold weather. If the fingerprint sensor still fails to recognize your fingerprint, try blowing onto your fingers, or washing your hands and then wiping them dry. Try using another finger and prevent your skin from becoming too dry, as this may affect recognition accuracy. Remove, then re-add your fingerprint, ensuring that you record different parts of your finger to improve recognition accuracy. Ensure that your finger covers as much of the fingerprint sensor as possible.

34. Third-party applications are not compatible for EMUI 5.0 (Android 7.0) This issue was caused because the App has not been compatible with new system. For the problem that the applications of third parties are not compatible with EMUI 5.0 (Android 7.0), you can try to download and install the latest version from Google Play Store.

35. Why did I have to update to an M version before N version upgrade? 2017-3-30 华为保密信息,未经授权禁止扩散 第 6 页, 共 9 页

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There's only one or several applicable M versions for N update of any one model. For users on other versions, must update to the applicable version(s) by Settings -> Updater at first, and then perform N version upgrade.

36. What's App twin? Which apps are supported? It's a feature that allows users to log in to two different accounts for third-party apps. Currently, only WhatsApp and Facebook are supported.

37. Why there's only one item notification over the icon of an application/ WhatsApp when several new messages arrived? This is the new feature of notification interface in EMUI 5.0. The same notifications reminder cards are stacked to save space on lock screen and notification bar. That is to say, all messages of one app will be collected together and only the latest one will be displayed.

38. Why the splitscreen feature is unavailable on my phone? Why the splitscreen function is inapplicable for Facebook? The split screen feature is available on your phone now. But some third part apps including Facebook haven't support split screen feature so far. So you cannot use this function on those apps.

39. Why did my BarclayCard crash sometimes? Our develop team are analyzing this problem now. We will release a new update as soon as the bug is fixed if it is. Please keep an eye on our official news. (For the products having ROM upgrade such as P9: Currently, if you definitely need this application, it's recommended to rollback to EMUI 4.1 temporarily.)

40. Why did my Facebook crash sometimes? This issue was caused by the incompatible between Facebook and Android 7.0. Please pay attention to Facebook official update.

41. Why the standby time is short after Android 7.0 update? It's recommensded to check the battery consumption level and close the high power consumption apps that are not commonly used to save power. Touch Settings > Battery > Consumption level > choose the uncommonly used apps > switch off "Power-intensive prompt" (if any) and "App auto-launch", and then switch on "Keep running after screen off".

42. Why couldn't I login/sign in Skype after Android 7.0 update? Solution: This issue may caused by the lower version of Google Chrome. it's recommended to update the Chrome to the latest version on Google Play store and try again.

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43. Why the silent icon doesn't appear when I hold on the power button? This is a new feature for EMUI 5.0. After EMUI 5.0 upgrade, there're only Restart and Power off icons left when you press and hold Power button for three seconds. Airplane mode and Sound icons were deleted. Please go to Settings or drag down the status bar to set airplane mode and sound. 44. Why did my BarclayCard crash sometimes after Android 7.0 upgraded? After R&D team analyzing, we confirmed that crash was caused by that the BarclayCard which latest version is 1.39 hasn't been compatible to Android 7.0 so far. We recommended you to wait new compatible release for BarclayCard. If you definitely need this application, it's recommended to rollback to EMUI 4.1 temporarily. 45. Why the icons of Calendar and Clock are the same after EMUI 5.0 upgrade? Thanks a lot for your feedback. We're very sorry for the inconvenience. This issue will be fixed on the future versions. Please solve the problem by reboot temporarily. 46. Why did the magazine unlock images repeatedly download automatically once Wi-Fi connected? Phenomenon: The magazine unlock images would repeatedly downloaded automatically once Wi-Fi connected after EMUI 5.0 upgraded. This problem will be solved in future version. Currently, please do the following solution: 1. Switch off Mobile data and Wi-Fi switches by swiping down and tapping the two icons. 2. Switch off the Auto-update over Wi-Fi by Settings > Screen lock & passwords > Magazine unlock. 3. Switch off Mobile data and Background data by Settings > Apps > More > Show system process > Huawei magazine unlock > Data usage. 4. Clear data by Settings > Apps > More > Show system process > Download Manager and Downloads > Storage > Clear Data. 5. Delete downloaded magazine images by Files > Local > Internal storage > Magazine Unlock > check all files and delete. 6. Reboot your device. 47. Why the Eye comfort didn't work when the scheduled start time began? Thanks a lot for your feedback. We're very sorry for the inconvenience. For Europe, this issue has been fixed on B360 version. Please update your device to the latest version. For other area, this issue will be fixed in the future version, please pay attention to the system update news 48. Why the Music app couldn't replay music? Thanks a lot for your feedback. We're very sorry for the inconvenience. This error would be triggered when you replay some music. This issue will be fixed on the future version. Please perform the following temporary solution: Reboot your device and won't replay this music temporarily. 49. Why the internet speeds slow down after EMUI 5.0 upgraded? There's some probability that the problem will occur for some scenarios. And it will be fixed in the future version, please pay attention to the system update news. 2017-3-30 华为保密信息,未经授权禁止扩散 第 8 页, 共 9 页

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50. Why the Connect button is gray out when I connect to Wi-Fi network? Phenomenon: When you type in user name and password while connecting Wi-Fi network, the Connect button is still gray out. We have optimized the feature in the latest version, please update the new version. The following is a temporary solution: Check if the option of EAP method is PEAP by clicking the hotpot name on connecting screen. If yes, please do not verify the CA certification. 51. Why the screen bright increased suddenly when cover phone case under Smart cover mode? We will optimize the feature in the future version, please pay attention to the system update news. 52. Wi-Fi cannot find hotspot sometimes If there're too many hidden hotspots, Wi-Fi search would not be able to find hotspots or find less. This problem will be solved in future version. Currently, please do the following solution: Settings > advanced settings > Backup & reset > Network settings reset > NETWORK SETTINGS RESET >enter password > NETWORK SETTINGS RESET. 53. Why the status is white when I open some applications, which results the text and icons are blurred? This issue is caused by the incompatible between third party applications and EMUI 5.0. It will be fixed in the future version. Please pay attention to our official update.

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