Currently the process to be recommended to our customers is a Factory Data Reset will fix the issue.
For any GPS related query, ask below questions to the customers:
- Was the SIM in the phone swapped at some point (for example Verizon SIM inserted, then replaced with AT&T or T-Mobile SIM?)
- If SIM swap did occur, ask the sequence of SIM swap
- Request use case details and application used
The answers to those questions must be stored in Siebel under a notes activity.
All of these kind of cases must be categorized in Siebel with the following:
Category – Apps and settings
Sub-category - Navigation function (GPS)
Symptom - Navigation App does not start
This is mandatory for all of this cases and for all interactions from customers with these devices and this specific issue.