In cases of software failures, we advise that you to ask the customer to reset iTunes or to reset the product to the factory settings if it is not an Apple product. Configuring the product as a 'new device' may also be of benefit. If the problem persists, then request a video of the failure and make sure that only the product's original applications are running on the device. Remember to help the customer in this process, who may not necessarily be sufficiently familiar themselves. If this procedure fails, then we advise you to take the product in for repair without a reset.