Charging Problems

A number of problems can prevent the phone from charging. These include a poor cable connection, insufficient power, thermal regulation issues and discharged batteries. This page describes these problems and some of the diagnostic tests that can be used to overcome them.

Poor Cable Connection

Power is supplied to the phone using a USB C cable. Although this connector can be inserted into the socket on the phone in either orientation – it can be flipped over – some cables do not supply power in both cases. If you experience problems with charging, it can be worth flipping the plug over and inserting it into the phone in the other orientation.

Discharged Battery

If the battery is completely or almost completely discharged, the phone will not be able to stay powered for long enough to manage the charging process. Follow the Recharging Procedure described below.

Other Issues

Problems due to thermal regulation and insufficient power can be diagnosed by examining the LED indicator light when a power supply is connected to the phone. See LED Indicator Colors for further advice.

Recharging Procedure

If your phone fails to charge, or discharges while connected to a power source during use, determine which version of the phone you have then follow the appropriate steps for the model of phone you have (Birch, Chestnut or Dogwood).

Birch

This procedure should charge the phone if the battery is not providing enough current:

  1. Unplug the phone from the power supply.
  2. Press the Volume Up button and hold it.
  3. Press and hold the power button for 16 seconds while keeping the Volume Up button held.
  4. After 16 seconds has passed, release the power button.
  5. Wait 1 second then release the Volume Up button.
  6. Plug the provided USB C charger into the phone.
  7. The indicator light should be red.
    If the light is red then the battery is charging. Continue to step 8.
    If the light remains off, try repeating steps 1-6.
  8. When the red light turns off the battery is fully charged.
  9. After the red light turns off, unplug the charger, then press and hold the power button for 15 to 18 seconds until you see a green light.
  10. Release the power button and the phone should boot up.

There should be no need to remove the battery to perform this sequence of steps.

Chestnut

If your phone fails to charge, or discharges while connected to a power source during use, follow these steps:

  1. Unplug the phone from the power supply.
  2. Enable all kill switches to cut power to the modem, WLAN, camera and microphone.
  3. Remove the battery.
  4. Press the Volume Up button and hold it.
  5. Plug the provided USB C charger into the phone.
  6. The indicator light should be red.
    If the light remains off, try repeating steps 1-5 but with the USB-C cable plugged into the phone in the opposite orientation.
  7. Wait 1 second then release the Volume Up button.

If the red LED is blinking insert the battery while the phone is powered. The LED should remain on, and should not blink.

Dogwood

If your phone fails to charge, or discharges while connected to a power source during use, follow these steps:

  1. Unplug the phone from the power supply.
  2. Enable all kill switches to cut power to the modem, WLAN, camera and microphone.
  3. Remove the battery.
  4. Press the Volume Up button and hold it.
  5. Plug the provided USB C charger into the phone.
  6. The indicator light should be red.
    If the light remains off, try repeating steps 1-5 but with the USB-C cable plugged into the phone in the opposite orientation.
  7. Wait 1 second then release the Volume Up button.

If the red LED is blinking insert the battery while the phone is powered. The LED should remain on, and should not blink.