Verizon Ellipsis® 7 - Troubleshooting Common Issues

Common Issues

Note Check out our Troubleshooting Assistant for other step-by-step solutions.

Charging Issues

  • Ensure the correct charger is used. It's recommended to use the charger supplied with the device whenever possible.
  • Allow the device charge overnight.
  • Device may take up to two hours to restart if battery has been deeply discharged (i.e. device shows no reaction when plugging in the charger.)
    Note Device won't charge when active (i.e. screen on, playing audio, web browsing, etc.) if charging via computer/laptop USB port or with charger other than the one supplied.
    Note It may take approximately 12 hours to fully charge the device, even if powered off or in sleep mode, if using a charger other than the one supplied.

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Touchscreen is Frozen/Unresponsive

Hold the Power button down for 20 seconds then release. Press the Power button again for 2-3 seconds to restart the device.
Note Allowing the battery to fully discharge and then recharge may allow the device to recover if it's stuck in an active state (i.e. screen on, playing audio, Web browsing, etc.)

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Device Won't Power On

  • Hold the Power button down for 20 seconds then release. Press the Power button again for 2-3 seconds to restart the device.
  • For additional information with resolving power issues, refer to Charging Issues - Non-Removable Battery Devices.

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Device Restarts/Reboots

  • Place the device in Safe Mode to see if the problem continues. If the device doesn't restart in safe mode, then it's likely an app is causing the issue.
  • Check the device for recently installed apps. Remove those apps to see if the problem goes away. For instructions on removing apps, refer to Uninstall Apps - Verizon Ellipsis 7.

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Device Won't Communicate Via USB Cable

  • Ensure the supplied USB cable is the one being used.
  • Check cable to make sure it is properly connected.
  • Try using a different USB cable to determine if the issue is with the cable.

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Camera Issues

  • Check the camera to see if it works with the pre-installed camera app but not other camera third-party apps that may have been installed. If pre-installed app functions properly and third-party app doesn't, avoid using the third-party app.
  • Test the functionality of front and rear cameras by following the steps below:
    1. From a Home screen, tap Apps.
    2. From the Apps screen, tap Camera.
    3. Change to front facing lens by tapping the lens icon (at lower right of screen).
      Camera front-facing lens icon

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Touchscreen is Unresponsive

Caution Look carefully for cracks in the front glass. Any cracks is the glass can lead to erratic touchscreen behavior.

  1. Hold the Power button down for 20 seconds then release. Press the Power button again for 2-3 seconds to restart the device.
  2. If the touchscreen is still unresponsive, place device in Safe Mode to see if the problem continues. If the touchscreen is unresponsive after exiting safe mode, then it's likely an app is causing the issue.
  3. Remove apps one at a time to determine what app(s) is causing the issue. For instructions on removing apps, refer to Uninstall Apps - Verizon Ellipsis 7.

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Device Won't Connect to Wi-Fi

  • Ensure the device isn't in Airplane mode.
  • Verify correct Wi-Fi password is being used.
  • Check connectivity to other Wi-Fi networks. If able to connect to other networks, issue is most likely a password router issue.
  • Disable/Enable Wi-Fi via settings menu on device. Refer to Wi-Fi On/Off - Verizon Ellipsis 7 for instructions.
  • Hold the Power button down for 20 seconds then release and press the button again for 2-3 seconds.

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Device Won't Connect to 4G LTE

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The Display Appears Dim/Dark/Distorted

  • Check brightness settings if display appears dark. See steps below for adjusting brightness:
    1. From a Home screen, pull down the status bar (black bar at the top).
    2. Tap Brightness.
    3. Turn off Auto by tapping on it.
    4. Slide the Brightness bar left/right to adjust.

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Audio Input/Output on the Verizon isn't Functioning Properly

  • Ensure the headset plug is fully inserted into headset jack.
    Note If the device and/or headset are new, it may take more force than expected to fully insert the plug into the jack.
  • Check the volume settings to make sure device isn't muted. Refer to Volume Controls - Verizon Ellipsis 7 for instructions on managing volume settings.
  • If built-in speaker audio is distorted or muffled, check if a screen protector is covering the speaker grilles on the front of the device.
  • If built-in speaker audio is distorted, reduce the volume to see if distortion goes away.

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Device Behaves Erratically

Ensure the device has latest software version installed. To check for software updates, refer to Install System Updates - Verizon Ellipsis 7.

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