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The first step in troubleshooting the HTC Surround is by identifying that you have the correct device. The HTC Surround should have speakers that can be protruded by sliding the back of the device up. If this is present in your device it is most likely that your device is a HTC Surround.
The Phone Will Not Turn On
You are not able to start up your device.
Phone is Not Charged
Plug your phone in with the proper charging cable; the phone should be able to be turned on within about ten minutes.
Charger is Faulty
The problem may not be with the phone, and instead be a problem with the charging cord. Try charging a familiar device with the same charging cord you used with the phone to verify that it works properly. If the cord cannot charge another device, it is most likely faulty and a new one should be purchased.
Battery is Faulty
Plug your phone in using a charger that you know works. If the phone still does not charge, this is a sign of a faulty battery and the battery needs to be replaced. To replace the battery, remove the back cover and pull the battery out from the indention spot with your finger.
The first step is tearing the plastic case that covers the back of the device.
- Identify the back of the device
- Insert finger nail or plastic opening tool into the edge of the device between that plastic back cover and the device itself
- Slowly go around the edges of the devices ensuring that the back cover becomes unhinged from the device
- Once completed, the plastic back cover should come right off exposing the back of the device where the battery lies
- Remove the battery and replace it with the new battery
- The Device should now turn on
This occurs when your display is not functioning properly, resulting in no signal output. Another issue could be unresponsive display
Device is Not Turned On
Check to ensure that the device is charged and powered on before attempting to trouble shoot. If device is powered on, yet nothing appears on the screen the issue may be the display itself. Display replacement may be necessary.
Display Responds to Touch but Has No Signal Output
If your device responds to touch but does not display anything, there may be an issue with your touchscreen display, a replacement will be necessary.
Device is Unresponsive and Has No Signal Output
If you device is unresponsive to any interactions that you make with it as well as not display anything, this could indicate that your device display may be faulty or damaged. A replacement will be necessary.
Sound Not Working
No sound can be heard from the device's internal speakers.
Go into the devices settings and click on the sound tab. Make sure that that the device volume is set all the way up, sometimes lack of sound could be a result of phone being set on silence.
No Sound Even After Volume is Raised
If the device still does not project sound despite having raised volume of the device, try to connect the device to an external speaker. This will determine whether the issue derives from the phone's speaker or some other issue present in the device. If the external speaker outputs sound from the device, then it is most likely the device's speaker that is faulty. If the external speaker does not output sound from the device, it is possible that some other issue within the phone could be causing the problem.
No Network Connection
You are unable to obtain a network connection on your device.
No Mobile Connection
If you are unable to receive any signal from your mobile network, try making sure that your sim card is properly inserted. Sometimes improper insertion of the sim card could result in loss of signal in your mobile network.
No WiFi Connection
If you are unable to connect to nearby WiFi, make sure that your WiFi settings are enabled so that your device may pick up nearby WiFi connection. Having WiFi disabled could prevent you from connecting to WiFi networks.