Knowledge Base

Dell™ Venue Pro Troubleshooting Guide


 

Table of Contents:

  1. Phone: Sim Card Error
  2. Phone: Poor Reception
  3. Phone: Cannot Make Outgoing Calls
  4. Phone: Other Issues
  5. System: Battery Does Not Charge
  6. System: Phone Will Not Turn On or Shuts Down Unexpectedly
  7. System: Insufficient Standby Time
  8. Messaging: Unable to Send or Receive Text Messages
  9. Messaging: Unable to Send or Receive Multimedia Messages
  10. Messaging: Unable to Send or Receive E-Mail
  11. Unable to Connect to the Internet
  12. Windows Media Player on my Computer Cannot Play Back Audio from the Phone



Issue 1: Phone: Sim Card Error

Check the following possible causes of a SIM card error:
  • Remove the SIM card and re-insert it properly.

  • Use a soft, dry cloth to clean the SIM card's metal contacts.

  • If problems persist, take the SIM card to the service provider for testing.

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Issue 2: Phone: Poor Reception

Check for the following possible causes of poor reception:
  • You may be in a location where the signal is weak. Move to a location where you can receive a stronger network signal.

  • The network may just be excessively busy. Try placing the call at a different time when demand is lower.

  • You may simply be too far from a base station for your service provider. You can request a service area map from the provider.

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Issue 3: Phone: Cannot Make Outgoing Calls

Check for the following possible causes of outgoing call problems:
  • Verify there is a valid SIM card installed in the phone.

  • Move to an open space or if you are inside a building, move closer to a window.

  • Make sure the phone is not in airplane mode:
    1. Touch Start then Menu.

    2. Touch Settings.

    3. Under system touch airplane mode.

    4. Touch or drag the toggle switch to turn off the airplane mode.


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Issue 4: Phone: Other Issues

  • Unable to add contacts to the phone: The memory is probably full. Delete any unnecessary contact information from the phone.

  • Echo or noise on the line: This is usually the result of poor network trunk quality or local telephone lines. Hang up and dial again.

  • Noises during the call: You may be near a strong electromagnetic source such as a TV, microwave, or airport radar during the call. Move to another location to reduce the effects of interference.

  • Certain calling features cannot be enabled: Your service provider may not support these features or you have not had them activated. Contact your service provider.

  • PIN code is blocked: This is usually the result of entering an incorrect PIN code three consecutive times. Contact the service provider or if they use a PUK code, enter the PUK code to unlock the SIM card.

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Issue 5: System: Battery Does Not Charge

Check for the following possible causes of battery charging problems:
  • The phone might be outside the temperature tolerance. Make sure the the temperature is between 0 degrees C (32 degrees F) and 45 degrees C (113 degrees F).

  • There may be a poor connection between the battery and charger. Check all connections and cables.

  • The battery or charger may be damaged. Contact Dell Technical support.

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Issue 6: System: Phone Will Not Turn On
or Shuts Down Unexpectedly

Check for the following possible causes of the phone not activating:
  • The battery may lack a charge. Charge the battery fully.

  • The back cover may have come off or be loose. Make sure the back cover is firmly secured to the phone.

  • The battery may not be making contact. Clean the contacts of the battery with a soft, dry cloth.

  • The phone turns off automatically. Make sure the back cover is firmly secured to the phone.

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Issue 7: System: Insufficient Standby Time

Check for the following possible causes of insufficient standby time:
  • The service provider's system configuration can affect the length of standy time. It may be different with different providers. In an area where the network signal is weak, turn off your phone temporarily.

  • The battery may be depleted. In high temperature conditions, battery life will be shortened. Make sure to use a new or fully-charged battery.

  • Whenever the network is inaccessible, the phone transmits in an attempt to locate a base station which uses power. Either temporarily turn off your phone or move to a location where the network is accessible.

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Issue 8: Messaging: Unable to Send or Receive Text Messages

Check for the following possible causes of inability to send or receive text:
  • Make sure the phone is not in airplane mode:
    1. Touch Start then Menu.

    2. Touch Settings.

    3. Under system touch airplane mode.

    4. Touch or drag the toggle switch to turn off the airplane mode.

  • The signal strength may be too weak. Move to a location with better signal reception.


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Issue 9: Messaging: Unable to Send or Receive
Multimedia Messages

Check for the following possible causes of inability to send or receive multimedia:
  • Make sure the phone is not in airplane mode:
    1. Touch Start then Menu.

    2. Touch Settings.

    3. Under system touch airplane mode.

    4. Touch or drag the toggle switch to turn off the airplane mode.

  • There may not be MMS service available. Subscribe to the MMS service from your service provider.

  • Your MMS settings may not be configured properly. Check your network connection and confirm with your network service provider that your MMS settings are configured properly.

  • There may not be enough space available in your phone memory. Make sure there is enough space in the phone memory.
    1. Touch Start and then Menu.

    2. Touch Settings and then About.

    3. Under the name, model and software version, the display should show the total storage and how much of it is available.

    4. If you are running out of memory, find unneeded or outdated information and delete it.

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Issue 10: Messaging: Unable to Send or Receive E-Mail
Either the internet connection is not working or the e-mail settings are incorrect. Check the network connection and take steps to restore it, if necessary. Then check with your e-mail service provider to verify that your e-mail settings are correct.

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Issue 11: Unable to Connect to the Internet

Check for the following possible causes of inability to connect to the internet:
  • Make sure the phone is not in airplane mode:
    1. Touch Start then Menu.

    2. Touch Settings.

    3. Under system touch airplane mode.

    4. Touch or drag the toggle switch to turn off the airplane mode.

  • You may not be within the network's service area. Check the service area with your service provider.

  • You may be experiencing a poor network signal. Move to an open space or if you are inside a building, move closer to a window.


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Issue 12: Windows Media Player on my Computer
Cannot Play Back Audio from the Phone

The phone records video in AMR format but Windows Media Player does not support AMR decoding. Play the video using a video player with the AMR decoder, such as QuickTime.

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Article ID: SLN121724

Last Date Modified: 12/13/2010 12:00 AM


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