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Diagnostics Feature

Overview 

Mobilogy's Diagnostics is an easy-to-use, comprehensive system, which enables the fast identification and resolution of mobile device faults in-store. This substantially reduces the need to send NFF (No Fault Found) devices to labs and repair shops, thereby minimizing costs, saving time, and improving customer service by automatically fixing many common problems on the spot.

 

 

Solution

 

Prerequisites

  • Having access to the device's Software.
  • Having the proper feature added to your license.
  • To perform Diagnostic flow testing make sure the Mobilogy Now platform is connected to the Internet via the Ethernet port or the wireless connection. 

Mobilogy's Diagnostics supports iOS, Android, and Windows Phone 10 systems.

 

Generic Diagnostics Flow

The following instructions describe a generic Diagnostics flow session. The procedure might vary depending on the tested device. The Generic Diagnostics flow runs automatic, general testing as well as specific testing for the particular device issue(s).

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To diagnose a phone, please follow these steps:

1. Select Diagnostics: from the main menu select Diagnostics, until the Connect source device appears. 

2. Connect the device to any USB port and once the device is connected, the Mobilogy Diagnostics Client application is automatically installed on the device.

  • If you are testing an Android device, the application is launched automatically.
  • If you are testing an iOS device, you will be instructed to launch the diagnostics client application manually.

The Check Hardware screen appears.  

3. Prepare the device: Follow the instructions on both the Mobilogy Now application screen and the device screen, to prepare the device. These instructions may vary from device to device.

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  • Select Connect to download and launch the diagnostics client application. The Authenticating Source screen appears.

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  • On the device: Make sure to 'Allow USB debugging.' Check the 'Always allow from this computer' box. On the device display, tap OK.

  1. Note: If you are testing an iPhone, you will be instructed to launch the diagnostics client OS application manually.

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4. Preliminary testing and optimization: Using the Mobilogy Diagnostics Client application, the device information data and logs are collected and analyzed by the Diagnostics server. And, automatic preliminary tests are performed on the device.

  • In the Initial Health Test Results screen, you can select for optimization, one or more device issues that did not pass the test.
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  • Select the issues you wish to optimize and click Optimize.
  • The Mobilogy Diagnostics server analyzes the collected device information, logs, and preliminary test results, and the results are displayed in the Initial Health Test Results screen.

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5. Optimize: The selected issues are then optimized, and the Automatic Testing in Progress screen reappears. The automatic tests are rerun.

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  • The dashboard screen refreshes to display the optimizations. You can end the diagnostics session by clicking Finish. Or you can select additional device issues to be optimized, by clicking on More Options.

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  • If you select Finish, a summary report screen appears.

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  • If you select More Options, the Diagnostic test categories screen appears. You can choose a category for diagnosing and fixing issues. Each category contains a list of issues that can be tested.

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6. Test for selected issues: For example, if you choose the Connectivity & Calls category on the Diagnostic test categories screen, a list of connectivity and call issues appear. Choose an issue to run diagnostic testing.

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  • After diagnostic testing has been run on the selected issue, the Preliminary Report screen appears, detailing the test results. Click OK to continue. The Device issue handled screen appears.

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  • On the Device issue handled screen, you can choose to end the session by clicking No. Or you can select Continue testing.

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  • If you choose to end the session, select No. The Summary Report screen appears.

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7. Continue testing: If you choose to continue the testing, select Continue Testing, the Diagnostic test categories screen reappears, and you will again be able to choose a category, and device issues for testing.

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8. Additional actions: At the top right of the dashboard screen, there is an icon that provides additional options or actions that can be performed, such as:

  • View history
  • Backup & reset
  • Flash device
  • Issue not listed

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  • If you choose "Issue not listed," the Device issue not listed screen appears. You can manually enter the device issue and click Submit.

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9. Fully automatic test process: Fully automatic tests are used to test connectivity and performance issues. These tests require no user interaction and may take up to three minutes.

  • Read the test notes on the screen and select the Run test button. The tests run automatically, as displayed in the image.

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  • When done, the test results are displayed with a recommended repair action. Select Continue.

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10. Semi-automatic test and repair: Semi-automatic tests are used to test various hardware components, such as camera and sound tests. These tests require user interaction.

  • Read the test notes on the screen and select the Run test button.

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  • Follow test instructions displayed on both screens to complete the test.

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  • When it has completed, a test results screen appears, allowing you to select the test results you experienced.

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  • According to the results you experience, select Passed, Failed, or Retry.

 

11. Repair device - According to the test results, a recommended repair action will be presented. The repair actions can include the following:

  • Automatic repair actions such as settings, alterations, removing harmful applications, including flash and factory reset.
  • Displaying tips regarding proper device usage and best practices.
  • If the device cannot be repaired on-site, there is an option to book the device for repair among the menu options.
  • Select the "Book device for repair" You will be prompted to take a backup of the customer's device.

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  • If the device was booked for repair or if the repair action requires resetting the device, a screen appears offering to save the phone's content to a local temporary file.

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Testing

 

When the diagnostic is performed, the Summary report screen is displayed. You can select Print to print out the report, or E-mail to e-mail a copy of the report to the customer.

Once the device is repaired, the content can be restored using the Backing up and Restoring Phone Data KB article.

  • The summary report contains device information, detected problems, solutions offered, solutions performed, and test information. Select Done to finish the diagnostics process.
  • The Diagnostics client is removed from the customer's device. Upon completion, the system will return to the main menu.

 

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  1. Priyanka Bhotika

  2. Posted
  3. Updated

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