Q™ Phone Series
Q 800 and Q 1900
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The following issues may indicate that your phone needs to be repaired. Please choose a topic below to troubleshoot your issue and determine if repair is needed:
Power/Charge Issues: My phone will not power on
Hold the power button down for a full 4 seconds, then release. (The power button is often located on the right side of your phone.)
Ensure the battery has been sufficiently charged. If your phone is new and the battery is completely drained, charge the battery for the sufficient time specified in the User Guide. If the phone is not new and the battery is not drained, install the charger to see if the charging indicator comes on. If it does, then press the power button for 4 seconds with the charger connected.
Check to make sure you have an approved Kyocera battery for your phone.
If you have a spare Kyocera battery and charger, try substituting them to determine if the issue is with the phone, battery or charger.
Remove the battery and plug in the charger to see if the charging indicator comes on, stating: "Phone off charging."
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Power/Charge Issues: My phone will not hold a charge
Verify that you have fully charged the battery by using an approved Kyocera charging accessory. If you are unable to power the phone on, or if the battery drains shortly after applying a full (3-4 hour) charge, your battery may not be operating properly.
If you roam into an area which has no service, the phone will use more power as it attempts to re-acquire service periodically. A Kyocera phone will go into power save mode after an extended period of not being able to locate service.
When in CDMA digital mode, your relative distance to the nearest mobile base station (or cell site) will affect the performance of the battery. Generally, the further away you are from the site, the more power required. This is a normal function of your CDMA digital mobile phone.
When in CDMA digital mode, the more people on the network at the same time will require more power from the battery. During high traffic times, weekends, or in heavily populated locations (such as malls), your phone's battery life may be affected.
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Power/Charge Issues: My phone powers off by itself
Make sure the battery is fully charged. Refer to the battery indicator in the upper right corner of the screen.
Remove and replace battery after 15 seconds.
Check to see if you are using only Kyocera approved accessories with your Kyocera handset. Use of any unauthorized accessories may be dangerous and will invalidate the phone warranty if said accessories cause damage or a defect to the phone.
Try another battery and charger of the same type of phone.
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Calling Issues: My phone does not ring
If your phone is going straight to voicemail without ringing and the phone is powered on with sufficient signal strength, your service provider may need to reset your voicemail.
If there is a headset attached to the phone, you should hear the ringing through the headset. To hear the ringer out loud, detach the headset.
Check to see if the phone is in the "Silent " or "Vibrate" mode and change to "Normal Sounds" mode. Go to: Menu > Settings > Silent Mode > OK = Normal Sounds.
Ensure that a ring tone has been selected and the volume is not too low. Go to: Menu > Settings > Sounds > Ringer Type > Ringer Volume.
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Calling Issues: I can't hear or be heard from my phone
Make sure the handset's earpiece volume is set to the highest level. Go to Menu > Settings > Sounds > Earpiece Volume, then use the "Up" navigation key to set the volume to highest level then select "Save" to exit.
Please verify that you are not using a third-party leather case that may be impeding the earpiece. Remove the leather case and initiate a test call to a friend.
Please verify that there are no signs of liquid damage. Remove the battery and inspect the circular tamper strip located above the battery contacts. Also inspect the small white strip to the left of the three metal battery contacts. If either strip has been exposed to liquid, it will appear red.
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Calling Issues: I am unable to receive incoming calls or place outgoing calls
Please verify that you can make a successful outgoing call. If you can, then your issue is probably related to your Mobile Service Provider's network. You may try resetting your phone's user interface by powering down your phone and removing the battery pack for a few seconds.
We recommend that you contact your Mobile Service Provider to report this problem. Your Mobile Service Provider can check their network logs and system for anything that may be causing the problem. If they determine that the Kyocera handset is defective they will explain the warranty options.
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Calling Issues: My phone network signal strength is low
Your phone operates on full duplex radio frequencies, and the quality of radio reception depends entirely on the strength of the radio signal in your area. A cell site maintains the wireless coverage and the quality of calls on a wireless phone depends on the strength of the wireless base station.
To increase your phone's signal strength, try moving your phone slightly, or move toward a window if you're calling from inside a building.
The indicator on the handset in the upper right hand corner display shows one to four bars, which indicate the following:
- 4 bars: 97% or more of all calls attempted should succeed.
- 3 bars: 90% or more of all calls attempted should succeed.
- 2 bars: 75% or more of all calls attempted should succeed.
- 1 bar: 50% or more of all calls attempted should succeed.
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Messages & Display Issues: The display on my phone reads "Service Required" or "RIP," or shows a tombstone or computer icon
Contact your Mobile Service Provider.
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Messages & Display Issues: The display on my phone reads "Locked" or "Keyguard"
If you see the word "Keyguard" on the display of your Kyocera phone, you may have activated the keyguard feature. Press button below "Keyguard," then press 123 or the "OK" key to unlock the Keyguard feature. The phone will display "Keyguard Disabled."
Some Kyocera phones also have the phone lock feature available. If the phone lock was activated, the default lock code is 0-0-0-0 (4 zeros). When your handset is programmed with a mobile number by your Mobile Service Provider, the default lock code will change to the last 4-digits of your mobile number. To change your handset lock code, you must go to the Security menu, then select Menu > Settings > Security > Current 4-digit lock code.
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Messages & Display Issues: The display on my phone is blank or failing
If your phone is in need of repair, please contact your point of purchase or Mobile Service Provider for hands on troubleshooting. They may be able to provide you with in-house warranty options. The warranty terms on Kyocera Communications, Inc. products are Mobile Service Provider-specific.
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Messages & Display Issues: What is the SPC (Service Programming Code) for my phone?
Contact your Mobile Service Provider for this information. These codes are proprietary information of the Mobile Service Provider from which the phone was purchased. These codes may be random or specific depending on the Mobile Service Provider. Kyocera Communications, Inc. does not keep record of or maintain databases for SPCs of Kyocera/QUALCOMM phones once they are shipped to the Mobile Service Provider.
The SPC code is needed to service or program the phone. If the SPC code has been altered from its originally manufactured code they cannot be obtained by any means and the phone cannot be serviced. The SPC is required to program a phone number into the phone. The store that last programmed the phone had the correct SPC to successfully program the handset. Please check with the store that last programmed the phone.
If you enter the wrong code 5 consecutive times incorrectly, the phone may switch to sleep mode and not accept entries for 15 minutes. Power off the phone, and try again.
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If these solutions do not work, click here for more options.
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