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Troubleshooting
Before contacting the service center, you are advised to follow the instructions below:
•
You are advised to fully charge (
) the battery for optimal operation.
•
Avoid storing large amounts of data in your device as this may affect its performance.
•
Use
Factory data reset
and the upgrade tool to perform device formatting or software upgrading (to reset factory data, hold down
the
power
key and the
Volume up
key at the same time). ALL User device data: contacts, photos, messages and files, downloaded
applications will be lost permanently. It is strongly advised to fully backup the device data and profile via ONETOUCH Center before
doing formatting and upgrading.
Please, carry out the following check:
My device cannot be switched on or is frozen
•
When the device cannot be switched on, charge for at least 20 minutes to ensure the minimum battery power needed, then try to
switch on again.
•
When the device falls into a loop during the power on-off animation and the user interface cannot be accessed, press and hold the
Volume down key to enter Safe Mode. This eliminates any abnormal OS booting issues caused by 3rd party APKs.
•
If neither method is effective, please reset the device using the
Power
key and the
Volume up
key, (holding both together).
My device has not responded for several minutes
•
Restart your device by pressing and holding the
Power
key.
My device turns off by itself
•
Check that your screen is locked when you are not using your device, and make sure the
Power
key is not mis-contacted due to
unlocked screen.
•
Check the battery charge level.
•
Defects in appearance, cosmetic, decorative or structural items such as framing and non-operative parts;
•
Damage as result of physical abuse regardless of cause.
There are no express warranties, whether written, oral or implied, other than this printed limited warranty or the mandatory warranty provided
by your jurisdiction. In no event shall TCT Mobile (US), Inc. or any of its affiliates be liable for incidental or consequential damages of any nature
whatsoever, including but not limited to commercial loss, to the full extent those damages can be disclaimed by law. Some states do not allow
the exclusion or limitation of incidental or consequential damages, or limitation of the duration of implied warranties, so the preceding limitations
or exclusions may not apply to you.
How to obtain Support: Contact the customer care center by calling (877-702-3444) or going to (http://www.alcatelonetouch.com/usa/). We
have placed many self-help tools that may help you to isolate the problem and eliminate the need to send your wireless device in for service. In
the case that your wireless device is no longer covered by this limited warranty due to time or condition, you may utilize our out of warranty
repair options.
How to obtain Hardware Service within the terms of this warranty: Create a user profile (alcatel.finetw.com) and then create an RMA for
the defective device. Ship the device with a copy of the original proof of purchase (e.g. original copy of the dated bill of sale, invoice) with the
owner’s return address (No PO Boxes accepted), wireless carrier’s name, alternate daytime phone number, and email address with a complete
problem description. Only ship the device. Do not ship the SIM card, memory cards, or any other accessories such as the power adapter. You
must properly package and ship the wireless device to the repair center. TCT Mobile (US), Inc. is not responsible for devices that do not arrive
at the service center or are damaged in transit. Insurance is recommended with proof of delivery. Upon receipt, the service center will verify
the warranty conditions, repair, and return your device to the address provided in the RMA. Check the warranty repair status by going online
with the RMA number on web portal.