Troubleshooting
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      1. Internal Support
      2. Troubleshooting

      Charge/ Battery issue

      Problem Description: The MIMOSA device is experiencing issues with holding a charge.

      Symptoms:

      • Device fails to hold a charge for a sufficient period.
      • Charging problems persist despite following recommended methods.

      Basic Checks:

      • Device IMEI
      • Username

      Troubleshooting Questions:

      • Are you charging the device long enough?
      • How long does the device hold the charge? Is it sufficient for a day's visit?
      • Are you using the original charger and cable provided by MIMOSA?
      • Do you charge the device overnight while it is powered off?
      • Do you turn off the device between visits, especially during long durations or travels?
      • How often do you keep the Wi-Fi on?

      Correct Charging Methods:

      1. Power off the device at the end of your workday.
      2. Connect it to the original charger and let it charge overnight.
      3. In the morning, turn on the device before your next visit or work session to ensure it is fully charged and ready for use throughout the day.

      Check for Charging Issues: If the device still isn't holding a charge after following the correct charging method, consider the following potential issues:

      1. Charger and Cable
        • Problem: The charger or cable may be faulty.
        • Possible Solution: Test with a different charger and cable that are compatible with the MIMOSA device to ensure functionality.
        • Next Steps: If the issue persists with the MIMOSA-provided cable/adapter since day one, log a complaint and send a replacement pair. Inform QARA manager Rucha Patel.
      2. Battery Issue
        • Problem: The battery could be degraded or defective.
        • Possible Solution: Consider replacing the device if the battery does not charge at all or cannot hold sufficient charge.
        • Next Steps: Notify the Tech Team for further assessment and potential device replacement.

      Further Escalation: If charging issues persist after troubleshooting steps, contact the Tech Team with:

      • Device model and IMEI number
      • Detailed description of the issue
      • Steps taken during troubleshooting

      Log a Complaint: Summarize the issue and notify QARA team.

      Initiate Replacement Process: Inform Brian Chan to initiate the device replacement process.