How to troubleshoot power issues – TELUS Diamond

If your device will not Power On, follow the below troubleshooting steps.

Verify that the Battery is inserted correctly and there is no debris on the contacts.

Remove the battery and inspect the contacts. Remove any debris/residue found on the device or battery contacts with a soft, dry cloth.

Try charging the device Verify that the OEM Charger and Battery are being used. ·

• Only the AC charger, Car charger, or USB data cable that came with or was created for the device should be used; others can damage the device and/or battery. ·
• If the battery reaches 10% or below, the AC charger must be used. ·
• Try a different Charger. ·
• Try a different Power Source.
• Check the USB Port on the device for any bent or misshapen PIN’s. If some are found, that is the most likely cause and this is considered physical damage not covered under the Warranty.

Charging Indicators for the TELUS Diamond: ·

• The LED ring around the Center Navigation Key shows a “breathing” white light when the battery is being charged.
• The LED ring around the Center Navigation Key shows a solid white light when the battery is fully charged.
• The LED ring around the Center Navigation Key flashes a white light once when the battery level is low and reaches down to about 10%.
• If LED doesn't light up when charger is plugged in (both the device and power source), perform a Soft Reset (while still attached to charger and power source).
• If LED doesn't light up, perform a Hard Reset the device using the following steps:

With the device turned off, Press and hold at the same time the Volume down + Action Key + Power on (keep holding for about 5-8 sec.) then follow the screen introduction in order to go back to default setting. Press the Volume Up Key to reset the device.

Once the Hard Reset has been completed and the automatic Customization process had been allowed to complete, you will need to thoroughly test the unit; if the issue returns, the unit can then be considered for a Warranty Exchange as long as there is no physical or liquid damage.

Note: Since the device won’t power on, the device cannot be backed up and all of the customer specific settings, applications, etc. will be permanently deleted during the Hard Reset process.

• If the device powers up after Hard Reset, test the unit for a few days. If issue returns, try another battery and if that doesn’t resolve the issue device can be considered for an Exchange as long as there is no physical or liquid damage.
• If the device shows charging with one (AC Charger or USB) and not the other or one power source over another, issue is with the accessory or Power Source. Replace accessory and/or use another Power Source.
• If the device will only power up when attached to charger (AC or USB) it is likely the battery needs to be replaced and the unit can then be considered for a Warranty Exchange as long as there is no physical or liquid damage.