OnePlus 6T User manual

Troubleshooting guide
Touchscreen not working
If you notice any display issues like listed below, please follow the troubleshooting steps
Touchscreen not working
Ghost touch
Dead Zone
Delay response/unresponsive touchscreen
Touch screen broken
1. Check whether the issue is permanent or random.
2. Make sure the temperature where you use your phone is neither too hot nor too cold.
3. Check if the issue occurs when charging. If yes, we recommend trying another charger and data cable
(Note: The voltage instability of charger and data cable may cause touchscreen unresponsive issue).
3. If there is a screen protector on the screen, try if it works after removing it.
4. Make sure there are no stains such as water, sweat etc. on the touchscreen, if there is, wipe the screen and
try again.
Note: The standard working temperature of the capacitive touchscreen is -10℃-45℃, and the lowest
temperature will cause the touchscreen unresponsiveness.
Reminders
1. Please back up all the data, clear cache and flash to the latest OS version. (download OnePlus Switch app
from the Google Play store to backup data easily)
2. If such touchscreen issue only occurs when using the individual App, we suggest clearing the cache and
installing the app again (this could be application incompatibility issue.)
Besides,
1. If there is obvious water stains or damage including screen crack on the handset , It is recommended to
apply for after-sales service without checking the steps mentioned above.
2. If the issue can not be solved after flashing the official Oxygen OS version, we recommended applying for
after-sales service.
Display Abnormal
When the display is showing abnormal color, you may check below phenomenon,
Yellow, black and white screen;
Flickering/Flashing screen;
Lines on display;
A bright spot on the screen;
For the above issues, double confirm:

1. Confirm If the issue is permanent or random;
2. Try to take a screenshot, then confirm whether the screenshot has the same problem by viewing it on a
computer. In General, if screenshot appears normal on the computer screen but abnormal on the phone. It
could be confirmed an issue. Please share the comparison photo while applying for after-sales support;
3. Please back up all the data, clear cache and flash to the latest OS version. if it still persists, It is
recommended to apply for after-sales service.
Occasional fingerprint scanning failure
Last updated on: Jun 20. 2019
If your phone's screen fingerprint recognition rate is low or unrecognized, try the following methods to
exclude:
1. Is a third-party protective film used on the screen? Third-party protective film is not officially certified and
cannot guarantee performance. It may decrease fingerprint recognition rate and is not recommended.
2. Whether there is dirt in the fingerprint recognition area, bubbles or dust in the protective film.
3. Whether the protective film/cover glass of the fingerprint area is scratched or cracked. If so, please try to
re-input your fingerprint or replace the protective film/screen.
4. After the new applied/replacement/removal of the protective film, the fingerprint needs to be re-input,
otherwise the fingerprint recognition success rate will be affected.
5. If unlock the phone under strong light environment, need to completely cover the recognition area with
your finger.
6. If under low temperature (-5 degrees) environment recognition success rate is low; try to use the
fingerprint at roomtemperature.
Warmtips: due to the influence of environmental factors such as temperature or light, the recognition rate
may decline. It is suggested to turn on the face unlocking function to assist unlocking.
Dead device/Frozen display
When the phone appears to freeze or hang, please follow the troubleshooting steps listed below:
Freezing in Standby
If the device freezes and doesn't respond to the touch, please back up all data, clear the cache and
flash to the latest OS version.
Freezing in third-party Apps
Please check whether the issue occurs in a single third-party App or other third-party Apps as
well.
1. If the issue occurs in one third-party App, please uninstall the responsible third-party App,
clear your cache and check the latest update
2. If the issue occurs with other third-party Apps, make sure the app is compatible with the latest
Android version. Try uninstalling all responsible third-party Apps, clear the cache, back up all of
your data and flash back to the latest official version of OxygenOS.

Freezing while loading Apps
Please back up all the data, clear phone's cache, then restore the factory setting or flash to the
official latest OS version.
If the steps above did not solve the issue, we recommend applying for after-sales service
Button Lose Efficacy
Button can be pressed with good hand feel but no function, it is recommended to apply for after-sales service.
Adaptive Brightness Function Is Failed/Delay
Adaptive brightness function is failed/delay.
Install "sensor list" app to check whether light sensor works or
not: https://play.google.com/store/apps/details?id=com.miian.android.sensors&hl=en
1. Please try to use the device in a different light condition or environment.
2. Open Settings -->Display to check whether Reading mode or Night mode is enabled.
3. If the issue still persist try to clear cache, back up all the data and flash to the latestOS version.
Speaker Issue
Speaker issue may include the phenomena below:
No sound from the speaker;
Speaker sound quality - Sound quality is abnormal;
Low volume issue;
1. Check whether the alert slider is in the "Ring" mode and adjust volume to a high level;
2. Make sure the speaker hole is clean, not blocked by foreign matters;
3. Restart the phone to check if the issue persists.
If actions above are not helping, please contact with OnePlus after-sale support.
Bluetooth issue
Bluetooth unable to connect
1. Please cross-check if the issue occurs when another Bluetooth device is used;
2. If the issue only persists in one Bluetooth device, the root cause may be that Bluetooth device is
incompatible with handsets;

3. Check if the Bluetooth device is available for pairing and connection;
4. If Bluetooth device is paired, cancel the paired device and try to re-scan the connection.
Bluetooth Automatically disconnects
1. Check if the issue occurs during any specific operation, and make sure the Bluetooth device is
in range;
2. Check if airplane mode is enabled during use;
3. Make sure the Bluetooth device is fully charged.
No sound while calling with Bluetooth device
The device shows Bluetooth connected successfully, but the connected device has no sound
when calling or playing music
1. Please check if earphone and speaker are normal;
2. Please cross check if the issue occurs in other brands handset.
Issues during Call/Playing music
The handset is stuck while playing music during a call
1. Check if there is any obstruction between the handsets and the Bluetooth device. For example,
the mobile phone is in the pocket, and the sound randomly appears to be stuck. This is related to
the performance of the existing hardware;
2. Check whether the handset uses metal-related protective shells/case, remove the protective
shell to see if the issue is persisting or not;
3. Turn off the Wifi to check if the issue is persisting or not;
4. Check if it is too far away from the Bluetooth device during use (the distance should not
exceed 10 meters);
5. Please cross-check if the issue occurs in other brands handset.
Other issues related to Bluetooth
Users cannot Connect/Sync Data When using BLE Related Devices
1. Check if the Bluetooth device is available for pairing;
2. Make sure the Bluetooth device is fully charged.

The camera refuses to open
When the camera refuses to open, you may Check whether the camera is disabled.
If yes, then go to Settings-->Apps-->Application list-->All Apps Disabled-->Change camera disabled to
enable
SIM Card Issue
SIM related issues may include one or several of the phenomena listed below:
Cannot read SIM card
1. Remove the SIM card to check if SIM card has any damages or is wrongly inserted.
2. Cross-check if the same SIM card can be used in other devices or try a different SIM card.
3. Open "Setting"->"SIM & Network setting" -"SIM Settings" to check whether one of the cards is
deactivated. If yes, please activate it.
4. Change to another SIM card.
If this issue only occurs when using a single SIM card, contact the network operator for a SIM
replacement.
If the issue persists even after trying more than two different SIM cards, please contact OnePlus
for after-sales support.
LED Flash of Camera Can Not Be Open
1. The flash light will be disabled if battery is low, try to charge your battery to a higher level then retry.
2. Check whether the camera is set to the professional shooting mode. In order to achieve a certain effect, the
program will prohibit use of the flash. Please revert back to normal camera shooting mode.
If the issue is not solved, please lease back up all the data, clear the cache and flash to the latest OS version.
Fast charge issue
For issues related to fast charge:
Not Fast charging
Slow charging
Heating during charging
Fast charge cannot be identified
1. Please back up all of your data, clear the cache and flash to the latest OxygenOS version.
2. Check if the device has any battery drain issues. When the phone consumes battery faster, it results in slow
charging.

3. Verify whether there are any third-party power management software apps downloaded, please uninstall
these.
Finally, If the issue can not be solved using the steps listed above, we recommend applying for after-sales
service.
Face Unlock issue
If face recognition failed, try again by restarting the device. Contact support if the issue persists.
Camera cannot focus
When the camera cannot focus, you may check below items,
1. Make sure the camera is clean and scratch/crack-free.
2. This issue may occur if you are too close to the object. At the time of writing, the focus distance is 8.0cm for
OnePlus mobile phone camera lens. Please shoot at this distance at minimum.
3. Check whether the light is weak or not. In weak lighting conditions, the camera may struggle to focus.
4. The camera may struggle to focus on a single object. Please move the focus to the edge or find an area of
color contrast.
Also,
1. Check if a third-party camera app is installed. If yes, please uninstall third-party camera apps.
2. Check for third-party apps such as guard apps(for example 360). If these apps are found, it is
recommended to close or uninstall third-party guard apps.
3. Update to the latest OS version. If the phone is already running latest OS version, please clear the cache
and reflash to the latest OS version.
If the action listed above can not solve the problem, please contact with OnePlus Service.
Button Shaking/Noise/Stuck
Check whether the button is jammed by a foreign object, it is recommended to apply for after-sales service.
Dead device/Frozen display
When the phone appears to freeze or hang, please follow the troubleshooting steps listed below:
Freezing in Standby
If the device freezes and doesn't respond to the touch, please back up all data, clear the cache and
flash to the latest OS version.
Freezing in third-party Apps
Please check whether the issue occurs in a single third-party App or other third-party Apps as
well.

1. If the issue occurs in one third-party App, please uninstall the responsible third-party App,
clear your cache and check the latest update
2. If the issue occurs with other third-party Apps, make sure the app is compatible with the latest
Android version. Try uninstalling all responsible third-party Apps, clear the cache, back up all of
your data and flash back to the latest official version of OxygenOS.
Freezing while loading Apps
Please back up all the data, clear phone's cache, then restore the factory setting or flash to the
official latest OS version.
If the steps above did not solve the issue, we recommend applying for after-sales service
USB Issue
If your mobile device is unable to be identified by a PC when plugging in via USB:
1. Check if the USB cable is in good condition (It is recommended to use an official type-c cable).
2. Check if there is any damage to the USB port.
3. Check if the handset and PC are affected by a third-party application. If there is a third-party App
assistant, please uninstall and then perform the connect operation.
4. Please try to restart the phone and computer, and then reconnecting。
NOTE:
With Windows, you don't need to install the drive, If you’re using a Mac, you can install Android File
Transfer
Also, Check if the handset has access to root or not.
1. If yes, please clear your cache, back up all the data and flash back to the official latest OxygenOS version.
2. If not, please reboot the handset, back up all the data, clear your cache and flash to the latest OS version.
3. If the issue can not be solved using the steps listed above, we recommended applying for after-sales service.
Button Lose Efficacy
Button can be pressed with good hand feel but no function