37
38
Use
•
Factory data reset
and Mobile Upgrade tool to perform
phone formatting or software upgrading (to reset factory data,
hold down the
Power
key and the
Volume up
key at the same
time under power off mode). ALL User phone data: contacts,
photos, messages and files, downloaded applications will be lost
permanently. It is strongly advised to fully backup the phone data
and profile via ONE TOUCH Center before doing formatting
and upgrading.
and carry out the following checks:
My phone is frozen or cannot be switched on
Check the battery contacts, remove and reinstall your battery, then
•
turn your phone on.
Check the battery power level, charge for at least 20 minutes.
•
Press and hold
•
Power
key for more than 7 seconds to try to restart.
If it still does not work, please reset the phone using the
•
Power
key and the
Volume up
key.
If it still does not work, please use Factory data reset to reset the
•
phone or FOTA/Mobile Upgrade to upgrade software.
My phone has not responded for several minutes
Restart your phone by pressing and holding the
•
Power
key.
Remove the battery and re-insert it, then restart the phone
•
If it still does not work, please use Factory data reset to reset the
•
phone or FOTA/Mobile Upgrade to upgrade software.
My phone turns off by itself
Check that your screen is locked when you are not using your
•
phone, and make sure the
Power
key is not mis-contacted due
to unlocked screen.
Check the battery charge level.
•
If it still does not work, please use Factory data reset to reset the
•
phone or FOTA/Mobile Upgrade to upgrade software.
My phone cannot charge properly
Make sure you are using an ALCATEL ONE TOUCH battery and
•
the charger from the box.
Make sure your battery is inserted properly and clean the battery
•
contact if it’s dirty. It must be inserted before plugging in the
charger.
Make sure that your battery is not completely discharged; if the
•
battery power is empty for a long time, it may take around 20
minutes to display the battery charger indicator on the screen.
Make sure charging is carried out under normal conditions (0°C
•
to +40°C).
When abroad, check that the voltage input is compatible.
•
My phone cannot connect to a network or "No service"
is displayed
Try connecting in another location.
•
Verify the network coverage with your operator.
•
Check with your operator that your SIM card is valid.
•
Try selecting the available network(s) manually
•
Try connecting at a later time if the network is overloaded.
•
My phone cannot connect to the Internet
Check that the IMEI number (press *#06#) is the same as the one
•
printed on your warranty card or box.
Make sure that the internet access service of your SIM card is available.
•
Check your phone's Internet connecting settings.
•
Make sure you are in a place with network coverage.
•
Try connecting at a later time or another location.
•
Invalid SIM card
Make sure the SIM card has been correctly inserted (see "Inserting
•
or removing the SIM card").
Make sure the chip on your SIM card is not damaged or scratched.
•
Make sure the service of your SIM card is available.
•
Unable to make outgoing calls
Make sure you have dialed a valid number and have touched
•
Call
.
For international calls, check the country and area codes.
•
Make sure your phone is connected to a network, and the network
•
is not overloaded or unavailable.
Check your subscription status with your operator (credit, SIM
•
card valid, etc.).
Make sure you have not barred outgoing calls.
•
Make sure that your phone is not in airplane mode.
•
Unable to receive incoming calls
Make sure your phone is switched on and connected to a network
•
(check for overloaded or unavailable network).
Check your subscription status with your operator (credit, SIM
•
card valid, etc.).
Make sure you have not forwarded incoming calls.
•
Make sure that you have not barred certain calls.
•
Make sure that your phone is not in airplane mode.
•
The caller’s name/number does not appear when a call is
received
Check that you have subscribed to this service with your operator.
•
Your caller has concealed his/her name or number.
•
I cannot find my contacts
Make sure your SIM card is not broken.
•
Make sure your SIM card is inserted properly.
•
Import all contacts stored in SIM card to phone.
•
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IP4759_5036D_QG_Eng_GB_04_131011.indd 37-38
2013-10-11 16:15:15
2013-10-11 16:15:15
