Frequently Asked Questions

TO REGISTER YOUR DEVICE - HERE

SCREEN LOOKS LIKE IT HAS BUBBLES OR SCRATCHES- ALL DEVICES COME PRE-FITTED WITH A TWO LAYER SCREEN COVER. THE TOP FILM IS PRINTED WITH A LOGO OR HAS A CORNER REMOVAL TAG SHOWING AND IS REMOVED BY YOU ON RECEIPT. THE SECOND LAYER IS A THICKER PROTECTOR, THIS CAN LIFT AROUND THE EDGES (GIVING THE IMMPRESSION THE SCREEN IS LIFTING) HAVE SMALL AIR BUBBLES OR COSMETIC SCRACTCHES. IN THIS CASE WE WOULD RECOMMEND REMOVING THE COVER AND CHECKING THE SCREEN BENEATH.


THE CHARGER DOES NOT GO FULLY IN TO THE TABLET- IT IS NORMAL FOR THE CHARGER OR USB CABLE TO SHOW BY ABOUT 1-2MM FROM THE DEVICE. PLEASE CHECK THE CABLE IS WORKING AND ALL IS WELL.

THE DEVICE DOES NOT TURN ON- FIRSTLY ENSURE THE DEVICE HAS BEEN LEFT TO CHARGE. ENSURE YOU ARE PRESSING THE CORRECT POWER BUTTON AND USING A LONG PRESS TO POWER ON. FAILING THIS THE DEVICE MAY HAVE ENTERED SAFE MODE, PLEASE TRY PRESSING THE RESET BUTTON ON THE DEVICE, IF THE DEVICE HAS THIS OPTION. THIS IS USUALLY LOCATED ON THE SIDE OR BACK OF THE DEVICE. IT IS A SMALL HOLE AND YOU MAY NEED TO USE A TOOTH PICK TO PRESS THE BUTTON. PLEASE PRESS AND HOLD FOR 4 SECONDS. IF YOU CAN NOT LOCATE THIS BUTTON PLEASE CONTACT CUSTOMER SUPPORT. YOU MAY ALSO WISH TO TRY A HARD RESET BY HOLDING THE POWER BUTTON FOR 10-15 SECONDS TO REBOOT THE DEVICE.

DEVICE DOES NOT SEEM TO BE CHARGING – PLEASE CHECK IF THERE IS ANY CHARGE LIGHT OR BATTERY SYMBOL SHOWING ONCE CONNECTED TO THE MAINS CHARGER. THE ISSUE COULD BE A FAULTY CHARGER. PLEASE ENSURE THE CORRECT CHARGER IS BEING USED. NOT ALL DEVICES CHARGE VIA THE USB PORT AND CAN CHARGE SIGNIFICANTLY SLOWS IF THIS IS NOT THE MAIN CHARGING PORT. IF YOU NEED ASSISTANCE PLEASE CONTACT CUSTOMER SUPPORT.

THE WIFI DOES NOT CONNECT OR DROPS SIGNAL – IF THE WIFI SHOWS AUTHENTICATION ISSUE, PLEASE SELECT FORGET AND RE-ENTER THE PASSWORD USING THE ‘SHOW PASSWORD’ OPTION. THIS USUALLY OCCURS WHEN THE PASSWORD IS INCORRECT.PLEASE REBOOT THE DEVICE AND THE ROUTER.
PLEASE TRY A FACTORY RESET AS FOLLOWS- SETTINGS> BACK UP & RESET> FULL FACTORY RESET (ENSURE ANY VALUABLE DATA IS REMOVED PRIOR TO AVOID LOSS)
CONTACT YOUR BROADBAND CUSTOMER CARE AND ASK FOR ASSISTANCE.
VISIT YOUR ROUTER ADMINISTRATOR SETTINGS ON YOUR PC AND CHANGE THEM.

SD CARD IS NOT SHOWING UP- PLEASE ENSURE THE CARD IS MOUNTED CORRECTLY (CLICKED IN TO PLACE) YOU MAY ALSO WISH TO FORMAT THE CARD TO FAT 32 VIA YOUR PC.

 

CAMERA APP CLOSES WHEN SELECTED – PLEASE TRY REBOOTING THE DEVICE OR PERFORM A FACTORY RESET.

HOW DO I KNOW WHAT SOFTWARE VERSION THE DEVICE IS ON? – FOR AN ANDROID DEVICE GO TO SETTINGS> ABOUT TABLET AND FOR WINDOWS TO GO START> SETTINGS >ABOUT.

HOW DO I KNOW WHAT STORAGE I HAVE? – GO TO SETTINGS> STORAGE AND THE DETAILS ARE HERE. YOU CAN CHECK THE RAM, STORAGE AND ANY ADDITIONAL SD CARD STORAGE YOU HAVE.

THE SCREEN IS FROZEN ON THE START UP LOGO – PLEASE TRY THE RESET BUTTON. YOU CAN ALSO TRY HOLDING THE POWER BUTTON FOR 10-15 SECONDS, FAILING THIS PLEASE CONTACT CUSTOMER SUPPORT.

IVE FORGOTTEN THE PASSWORD AND IM LOCKED OUT OF THE TABLET – IN ORDER TO WIPE THE DEVICE THE SOFTWARE WILL NEED TO BE RE-LOADED. THE METHOD FOR THIS DEPENDS ON THE MODEL, PLEASE CONTACT CUSTOMER SUPPORT.

MY BLUETOOTH DEVICES ARE NOT PAIRING – PLEASE RBOOT THE DEVICES, ENSURE THE BLUETOOTH DEVICE INSTRUCTIONS ARE FOLLOWED. TRY UNPARING THE DEVICE FROM ANY OTHER DEVICES IN CASE THERE IS A CONFLICT.

HOW DO I TRANSFER APPS TO SD CARD? – NOT ALL APPS CAN BE SAVED TO EXTERNAL SD AS SOME REQUIRE THE USE OF THE OS TO OPERATE. YOU CAN MOVE APPS BY GOING TO SETTINGS> APPS> SELECT THE APP AND CHOOSE MOVE TO SD. THIS OPTION IS ONLY AVAILABLE ON SOFTWARE VERSIONS PRIOR TO 5.0. AFTER THE 5.0 UPDATE THIS OPTION WAS REMOVED AS THERE IS NO LONGER A LIMITATION ON THE APPS STORAGE. ALL OF THE STORAGE CAN BE USED UNLIKE IN EARLIER SOFTWARE VERSIONS WHERE IT WAS LIMITED TO 1GB.

I CAN NOT VIEW ATTACHMENTS IN EMAILS – PLEASE DOWNLOAD A PDF READER SUCH AS ‘KING SOFT OFFICE’ FROM THE GOOGLE PLAY STORE TO ALLOW THE DEVICE TO VIEW MULTIPLE FILE FORMATS.

MOVIES OR MUSIC DO NOT PLAY- PLEASE DOWNLOAD A MEDIA PLAYER SUCH AS ‘MX PLAYER’ AND ‘DOUBLE TWIST’ FROM THE PLAY STORE TO ALLOW THE FILES TO BE CONVERTED IN TO THE CORRECT FORMAT.

GOOGLE PLAY STORE IS NOT CONNECTING - PLEASE ENSURE THE WIFI IS CONNECTED. ENSURE THE DATE AND TIMEZONE ARE SET CORRECTLY. ENSURE THAT YOU HAVE SET UP A GMAIL ACCOUNT AND LOGGED ON.

BBC IPLAYER IS NOT WORKING - PLEASE ENSURE YOU HAVE DOWNLOADED BOTH THE IPLAYER AND BBC MEDIA PLAYER APPS FROM THE PLAY STORE. PLEASE CHECK THAT THE DATE AND TIMEZONE ARE SET CORRECTLY. THESE APPS WILL NOT WORK OUTSIDE OF THE UK CORRECTLY.

 

THE SCREEN IS ACTING ERRATICALLY – PLEASE TEST TO SEE IF THE ISSUE OCURRS ONLY WHEN CONNECTED TO THE MAINS CHARGER. REMOVE THE SCREEN PROTECTOR OR CONTACT CUSTOMER SUPPORT.

HDMI CONNECTION NOT WORKING – PLEASE CHECK ALL HDMI CHANNELS ON THE TV. TRY TESTING WITH A DIFFERENT HDMI CABLE. TRY REBOOTING THE DEVICE.

HOW DO I SET UP PARENTAL CONTROL? - PLEASE DOWNLOAD ONE OF THE MANY PARENTAL CONTROL APPS FROM THE APP STORE.

THE DEVICE TURNS OFF AFTER A SHORT PERIOD OF TIME – THE DEVICE MAY BE ENTERING SLEEP/STANBY MODE. YOU CAN ALTER THE SETTINGS AS FOLLOWS- GO TO SETTINGS> DISPLAY> SLEEP> ADJUST THE TIMESCALE HERE FROM APPROXIMATE 15 SECONDS TO NEVER DEPENDING ON THE MODEL.

THE VOLUME IS VERY LOW ON THE DEVICE - PLEASE CHECK THE VOLUME SETTINGS AS FOLLOWS- SETTINGS> SOUND & NOTIFICATIONS. SOME APPS HAVE RESTRICTED VOLUME SETTINGS SUCH AS BBC IPLAYER. YOU MAY WISH TO CHECK THE VOLUME ON MULTIPLE APPS AND YOUTUBE. YOU CAN ALSO DOWNLOAD A SPEAKER BOOST APP FROM THE APP STORE.

HOW DO I TRANSFER DATA AND CONNECT TO MY PC? - THE PROCESS CAN BE DIFFERENT FOR EACH MODEL. PLEASE CHECK WITH CUSTOMER CARE.

MY WINDOWS KEY IS NOT ACTIVATED ON MY WINDOWS TABLET – THE KEY SHOULD ACTIVATE AUTOMATICALLY ONCE THE WIFI IS CONNECTED AND THE DATE/TIMEZONE SET. FAILING THIS PLEASE CONTACT CUSTOMER SUPPORT.

HOW DO I PERFORM A FACTORY RESET? – GO TO SETTINGS> BACK UP & RESET> FULL FACTORY REST.

WHAT TESTS ARE DONE ON THE TABLET PRIOR TO SHIPPING? – ALL DEVICES UNDERGO A 5 POINT QC TEST AFTER ASSEMBLY AND PRIOR TO SHIPPING. WE CHECK THINGS LIKE WIFI CONNECTION, CHARGING/BATTERY, THE CAMERA, SCREEN RESPONSE, SOUND WITH & WITHOUT EARPHONES.  ALL CHARGERS ARE CE TESTED AND CERTIFIED. ALL SCREENS UNDERGO TESTING BY THE MANUFACTURER THESE INCLUDE HEAT & PRESSURE TESTING TO RULE OUT ANY WEAKNESSES. ALL OF OUR TABLETS ARE TESTED WITH MULTIPLE ANTI VIRUS SOFTWARE APPS TO ENSURE SECURITY.

 

IF YOU ARE UNSURE ABOUT ANY ASPECT OF YOUR DEVICE PLEASE CONTACT CUSTOMER SUPPORT AT EVE@FUSION5TABLETS.CO.UK

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