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V20™
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Verizon 4G LTE USB Modem 551L
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DuraForce PRO with Sapphire Shield
Verizon 4G LTE USB Modem UML295
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Galaxy Tab E (8.0)
Verizon Jetpack® 4G LTE Mobile Hotspot MHS291L
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Verizon Converged VOIP Device
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Verizon Wireless V740 ExpressCard
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LG VX6000
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Motorola T720
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Nokia 2285
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Kyocera KPC650
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Samsung SCH-u620
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Samsung Omnia®
HTC Apache XV6700
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Kyocera K404
Samsung SCH-a310
Sharp KIN™ ONEm
Samsung SCH-u550
Motorola RAZR V3c
Kyocera K323
Verizon AD3700 Global USB Modem
Samsung SCH-a950
Nokia 6315i
Pantech PN-820
Verizon Wireless CDM8950
Nokia 6305i
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Sharp KIN™ TWOm
Kyocera KX444
BlackBerry® 7250
HTC Touch Pro™
Samsung Sway™
Samsung i600 Smartphone
Samsung SCH-i730
Motorola V265
Verizon KPC680 ExpressCard®
Samsung SCH-i760
Motorola MOTORAZR maxx Ve
HTC Merge®
Motorola A840
Verizon XU870 Global ExpressCard®
Nokia 2705 Shade™
Motorola V276
Verizon Wireless PN-300
Samsung SCH-a630
Motorola MOTO™ Z6cx World Edition without Camera
Motorola Rapture™ VU30
Kyocera KX1v
Motorola MOTO Q™ music 9m
Arlo Go
Sharp KIN™ TWO
LG VENUS™
Samsung SCH-n330
HP® Mini 110-1046NR Netbook
Verizon SmartHub
Nokia 7205 Intrigue™
Verizon Ellipsis® Jetpack® MHS900L
Motorola MOTORIZR Z6tv
Samsung Galaxy Tab® 4
Motorola V325xi
BlackBerry® 7750
Kyocera SE47
Motorola C333
Samsung SCH-a610
Verizon Wireless V620
Kyocera KX2
Verizon Wireless XV6600 without Camera
Motorola T300p
Jest™
Samsung SCH-a790
LG VX2000
HP® Mini 110-3098NR Netbook
Motorola V60p
Verizon Wear24™
Nokia 3589i
Motorola C343
Verizon Wireless V640
Samsung SCH-a990
Motorola T730
Samsung SCH-a530
Motorola V120e
Nokia 6215i
Verizon Wireless Home Phone T2000
Verizon Wireless Blitz® Prepaid
Verizon Wireless Adamant™
Motorola MOTOSLVR L7C
LG VX4700
Samsung SCH-a890
LG VX9400
Verizon Wireless U630 PC Card
Samsung SCH-a970
Samsung SCH-i830
Motorola V65p

Battery Troubleshooting Checklist - Apple®/Android™ Smartphones

Note In order to determine the source of battery drain, you will need to investigate current device/usage factors and do a bit of fact finding basics. Battery life is impacted by usage habits and device settings. Replacing the device will NOT result in improved battery life if usage habits and settings remain the same.

  1. Determine whether battery life is based on perception or actual usage metrics.
    • iPhone Battery percentage display must be enabled. Navigate to Settings>General >Usage>Battery Usage>Battery Percentage>On, to view Usage Statistics > Time since last full charge.
    • To view usage details and history for Android® devices, navigate to Settings>Battery.
  2. Remove any kind of case or cover.
  3. Verify the device is not damaged.
  4. Verify the make/model specific wall charger that shipped with the phone is being used.
    • A USB or Vehicle Charger will charge at a slower rate.
    • Device use while charging will impact amount of charge the phone receives.
    • Full charge generally takes several hours.
  5. Soft reset device and/or remove & replace battery.
    • Validate whether the customer is completely powering off the phone periodically (at least once per week) to clear memory.
  6. Confirm device is updates to the most current software version.
    • Confirm all applications have been updated to newest version.
  7. Verify with the customer if there have been any changes in his/her usage habits or whether he/she has installed any new applications since noticing a change in battery performance.
    • If so, address that specific scenario and/or remove app(s).
    • Customer will need to monitor battery performance for the next 24-48 hours to determine whether the issue is resolved.
  8. Check Applications
    • Uninstall/disable any unused applications.
    • On Android® devices, Safe Mode can be used to determine whether there is a 3rd party app issue.
    • On iPhone devices, specific services such as iCloud, iMessage, FaceTime & Siri will impact battery.
  9. Check network signal & coverage (i.e. 1X/3G/4G, Home/Extended/Roam, Signal strength variation from 1 to 5 bars).
    • Signal type and strength has a huge impact on battery use. Recommended the customer move to a location with better service.
    • If the customer is in poor coverage area for long periods of time, recommend that he/she use WiFi or Airplane mode in poor coverage areas to extend battery.
    • These may not be practical solutions for the customer, so assessing the customer's situation is critical.
  10. Check Display Settings:
    • Brightness: Set Auto-Brightness to On.
    • Sleep Timeout/Auto-Lock Interval: Set to 30 seconds to 1 minute.
    • Wallpaper: Live wallpaper uses more battery power than static wallpaper.
  11. Check Wireless Settings (i.e. Bluetooth, WiFi, Mobile Hotspot )
    • Enable only when needed. Disable when not in use and be aware that using features such as WiFi auto-connect will cause the phone to constantly search for WiFi networks.
  12. Check GPS (Any location-based service)
    • Turn off GPS whenever maps or navigation apps are not being used.
  13. Check Syncing: Email (Push vs. Pull), Social Networking (Facebook or Twitter)
    • Adjust frequency of email check to longer interval (fetch new data less frequently) and/or turn off push email so that new data isn't pulled constantly, just on demand.
    • Turn off push notifications.
    • Adjust social networking update frequency.
  14. Check Audio/Video streaming habits (i.e. Library, Pandora, You Tube, Netflix)
    • Audio/video library playback and streaming use significant battery so it may be best to do while docked or plugged into a power source whenever possible.
  15. If a device reset is required, be sure all user content is backed up.
    • Verify that photos, music, etc. are saved to SD card or backed up to a computer for devices with non-removable memory such as Nexus or iPhone.
  16. Device Reset
    • For Android® devices, Factory Data Reset the device with the Automatic Restore setting set to OFF so applications don't download automatically since many battery issues are application related.
    • For iPhone devices, setup the device as New so applications don't reload automatically since many battery issues are application related.
    • After a Reset/Restore is completed on the device, customers should only re-add contacts and email (not photos, music or applications which may be the source of the issue) and then monitor battery performance for the next 24-48 hours to determine whether the issue is resolved. After this time, customers can start adding content and applications back on one at a time and retesting to see if this issue returns to determine what is causing the problem.

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