FAQ: XP8

 

XP8: Hold the POWER BUTTON and VOLUME DOWN button at the same time.  You may also watch this Sonim University video to learn how:

 

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

You can download the XP8 user guide from the XP8 online support page.

User guides are available on the device online support pages.

If you need additional support, please contact the Sonim Customer Experience Center via telephone at 1-833-MY-SONIM or send an email to [email protected].  This office is open 24 hours a day, Monday-Friday.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

You’ll need to perform a hard button reset on your device. On the XP8 you’ll need to have your Gmail account password handy to get logged back in. On XP3/XP5s you’ll only need to set the device back up. To perform a hard button reset: 1 – Turn off the device. 2 – Press and hold the volume up key. While holding the volume up key press and hold the power key until the phone vibrates. Once it vibrates, let go of power but continue to hold the volume up key until you see the screen come on. Release the volume button. 3 – Press and hold the power button and then tap the volume up key. This will take you into the boot loader. 4 – Use the volume down key to get down to Wipe data/Factory reset. 5 – Press the power button to select Wipe data. 6 – Use the volume down button to highlight yes and press power to select it. 7 – When the cycle finishes, the boot loader will come back up. Click on Reboot device.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

If you want to perform a reset without triggering Google Device Protection, you need to do it through Settings.

If your phone is reset through the Recovery menu, your Google account and password will be required to unlock the phone after a reset. If you want to perform a reset without triggering Google Device Protection, you need to do it through Settings. If your phone is reset through the Recovery menu, your Google account and password will be required to unlock the phone after a reset. Remember, a factory data reset will completely wipe your phone’s data. Please back up any important files or data before doing a reset.

To perform a regular factory reset, navigate to and open Settings on your phone. Then, search for and select Factory data reset. Tap Factory data reset again, and then review the information. When you’re ready, tap Reset. If you have a security lock set and Samsung account on the phone, you will be asked to enter your credentials. Finally, tap Delete all.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Remove the SIM card and reboot without the SIM card inserted.  If the phone continues to reboot, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646).  We are open 24 hours a day, Monday-Friday.

If the phone does not reboot without the SIM card inserted, please re-insert your SIM card and power the device on.  The reboot should not occur, however if the rebooting continues, there is likely a network issue causing the reboot.  In this case, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646).  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Press and hold your power key for a slow count of up to two minutes to see if the phone will power down.  If this does not work, please remove the battery, wait 30 seconds and reinsert the battery and attempt to power the device on.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Check to make sure Mobile Data is enabled in the Settings menu.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Network issues aren’t something easy to spell out in a FAQ besides a general “check your signal strength, check to make sure your mobile data is on”.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Open the battery door and take out the battery to find the sticker on the inside – if white it has not been exposed to moisture, red it has been exposed to water.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

You may be able to re-attach the hinges with a pair of tweezers, or contact us to arrange to send the phone in for repairs.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

You do need a Google account only if you want to use Google services.  You WILL need a Google account in order to make sure your device stays up to date with the latest & greatest Android updates, including receiving updates from the applications you have downloaded to your device.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Please open your text messaging application and see if it is called “Messaging”. If so, Android has released an updated application called “Messages” (by Google LLC) free to download in the Play Store for all users. The older “Messaging” application is no longer supported. Switching to the new app has resolved our customers’ reported issues using the older application. When first opening the new app on your phone, please Allow the permissions requested so it can interact with your Phone and Contacts apps (allowing you to switch between all three rapidly depending on your needs) and set the new app as Default for both your SMS and MMS texting. The new app should import any saved texts from the older app, and any images or videos you may not have been able to view before may be available now. If not, ask the sender to re-send their multimedia text and this time the new app should display the text without error.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

  1. Open the Phone application.
  2. Click on the Menu option. (3 dots in the top right corner)
  3. Choose Settings.
  4. Select Calls.
  5. Click on Call forwarding.
  6. Select Voice and Video.
  7. Choose the options that you need and input the number (s) you’d like.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Go to SETTINGS > DISPLAY > AUTO-ROTATE SCREEN.  ON will allow screen to rotate, OFF will restrict phone display in portrait mode. You can also pull down the notification bar and look in the shortcut menu for the screen icon that allows you to toggle that feature on and off.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Contact Sonim Customer Experience Center (1-833-MY-SONIM or [email protected]) to determine how your warranty claim will be handled.  Depending on your carrier, and when you purchased your device, this will determine who you will contact for your repair or replacement.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Contact Sonim Customer Experience Center (1-833-MY-SONIM or [email protected]) to determine how your warranty claim will be handled.  Depending on your carrier, and when you purchased your device, this will determine who you will contact for your repair or replacement.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Some apps may not be optimized for the size of the Infinity Display and may not completely fill the screen. Many apps can be resized to take full advantage of the expanded aspect ratio. There are a couple of options to change the apps to full screen. One is to change the scale while running the app and the other is to change Enable full screen settings for other apps.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Go into SETTINGS > ACCESSIBILITY >  SETTINGS > Turn OFF Press Home wake up key.  The default is ON, so press the tab and make sure it is turned off.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Touch and hold the application you would like to move and drag it to the place on the home screen you would like it to reside and release.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

There is a setting on the XP8 called Adaptive Brightness. When that is turned on, your device will adjust screen brightness on its own based on how much light is hitting the senser under the screen. If you’d like to turn this feature off, follow these steps:

  1. Open Settings.
  2. Click on Display.
  3. Switch Adaptive Brightness off. (the toggle will move to the left and turn grey)

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Press and hold on any open space on the home screen, select WALLPAPERS, select PHOTOS, scroll through and select the photo you would like to set as your screensaver.  Then select WALLPAPER in the upper left hand of the screen.  Use this video to learn how to do this on the XP8:

 

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Adobe, the creator and owner of Flash, is no longer supporting/updating Flash for phones. Please note there are third-party apps that will display Flash videos; however, we cannot recommend a third-party app.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

MPEG4, H263, H264, H265

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

 

Open the camera application. Tap the 3 dot Options menu, choose the Settings wheel and change your options there. You can also put the phone on silent or vibrate mode, which will mute all sounds including the camera.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Open the camera application. Tap the 3 dot Options menu, choose the Settings wheel and change your options there. You can also put the phone on silent or vibrate mode, which will mute all sounds including the camera.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Open the camera application. Tap the 3 dot Options menu, choose the Settings wheel and change your options there. You can also put the phone on silent or vibrate mode, which will mute all sounds including the camera.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Open the camera application. Tap the 3 dot Options menu, choose the Settings wheel and change your options there. You can also put the phone on silent or vibrate mode, which will mute all sounds including the camera.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

From right to left, these icons are: Settings, Filters, Camera Reverse, Brightness, Flash options

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

Open the camera application. Tap the 3 dot Options menu, choose the Settings wheel and change your options there. You can also put the phone on silent or vibrate mode, which will mute all sounds including the camera.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

Press volume up. Check the headset settings in your Bluetooth menu to ensure audio is enabled. Pair your phone and headset and try again.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

Open your Settings menu, Connected Devices, and turn Bluetooth On. Choose pair new device and select yours from the list to connect.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

The best thing to do when this message appears is to so make sure the device is powered off and is no longer in active use. Secondly, if there is moisture within the charging port, make sure to gently shake the phone to help expel the water from the port.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

The best thing to do first off when this message appears to so make sure the device is powered off and is no longer in active use. Also, if the Sonim phone is in direct sunlight or in a hotter than normal area, try moving it to a location with a lower temperature to let the device cool down.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

There are a few causes for a battery not holding a charge. First off, as a battery gets older and older, the ability for the battery to hold a charge decreases over time, causing it to gradually shorten in battery life. Secondly, if the battery simply will not charge after first receiving the Sonim device, more than likely it is faulty and can be replaced with Sonim’s 1-year accessory warranty.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

There are a few things you can do to help cut down on battery drain.  One of which being turning off Wi-Fi and Bluetooth if you are not using them at that moment. Another being to set the screen sleep time to a lower time than what it is at currently, this will ensure that the screen is not draining power when it does not need to be. You can also activate the battery saver option located in the Battery section of the device settings.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

When a device is charging, the battery is receiving power from the cable, which can cause the device to warm up. Additionally, if you are actively using the phone while it is in a charging cycle, the constant draining and recharging of the battery can cause it to warm up quicker. However, if the device is hot to the touch while charging, please do unplug it and contact us directly at 1-833-MY-SONIM (1-833-697-6646)

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

The XP8, XP5s and XP3 all support fast charging, allowing you to get the device fully charged and back up in running quicker. The quality of the fast charging will depend on the quality of charging cable being used with devices. We always recommend using the charging accessories you get directly from us at https://store.sonimtech.com/ to ensure the fast charging ability of the phones is being taken advantage of.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

The XP8 uses a type C USB charging cable and the cables required to charge Sonim devices can be found on our website at:  https://store.sonimtech.com/.  Please DO NOT use a non-Sonim charging block or charging cable as this could damage the Sonim handset.

Note: The XP5, XP6, and XP7 each use a propriety USB charging cable.  If you need a charging cable for one of these devices, please visit our Sonim website at https://store.sonimtech.com/.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

The XP8 has the capability to be charged wirelessly with a Drop-In Desktop charger, which are for sale on our website at https://store.sonimtech.com/. Currently these desktop chargers are the only accessories that allow the XP8 to be charged wirelessly.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Check to make sure you are not on mute. Run a diagnostic on your microphone in Sonim Scout.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Press volume up. Reconnect headphones and ensure secure connection.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

Reconnect headphones and ensure a secure connection.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Press volume up. Reconnect headphones to the device. If neither of these suggestions work, you could also try connecting the headphones to a different device to make sure they are operating correctly.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Press volume up. Check the headset settings in your Bluetooth menu to ensure audio is enabled. Pair your device and headset and try again.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Press the volume up button a few times first. Check to make sure you are not in a muted or do not disturb mode. Check the speakers through diagnostics in Sonim Scout.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

Check to make sure the application is up to date in the Play Store and that you have a steady mobile data connection.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

 

Download the ringtone app of your choice from the Play Store and then download the song you’d like to use. Most, if not all, of the ringtone applications will have a built-in feature to set the ringtone right after you download it.

 

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Press volume up while on a call to increase the volume, and/or you can switch to speakerphone to see if this improves the quality. You can also test both the speaker and earpiece in Sonim Scout’s diagnostics. Here are the steps to follow to get to the device diagnostics:

  1. Open the Scout application.
  2. Click on the Support tab.
  3. Select Sonim Care.
  4. Choose Self-diagnosis Test.
  5. At the bottom click on continue, and then click continue on the next page as well.
  6. You’ll see a list of all the tests that can be done on the device, select Speaker, and follow the prompts

a. Note: The operating system will be asking you to accept permissions from time to time. Always choose Yes, to allow permission.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

Please try the following steps to see if these can clear up the error you are experiencing with your application: 1. Open Settings 2. Open Apps & Notifications 3. Open the list of all apps 4. Scroll through the list to find the name of the application with the error, and open.  5. Choose Storage and then Clear Cache (the cache may not entirely clear; this is normal) 6. If the issue persists, repeat the steps above but choose Clear Data instead (note this may remove saved, personalized information from the app). 7. A final step if clearing the Cache and Data has not stopped the error, please repeat the steps and try the Force Stop option instead.

If after the above steps are completed the issue still exists, you can also try deleting the app from the device and reinstalling. Follow steps 1 through 4 above, then choose the Uninstall. After the app is deleted redownload it from the Play Store.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at [email protected].  We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.