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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 phone as this may
affect its performance.
•
Use
Factory data reset
and over-the-air 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 when powered off). 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 Smart Suite before doing formatting and upgrading.
and carry out the following checks:
My phone cannot be switched on or is frozen
•
If the phone cannot be switched on, charge it for at least
20 minutes to ensure the minimum battery power needed, then
try to switch on again.
•
If the phone falls into a loop during 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 phone using the
Power
key and the
Volume up
key (holding both together).
My phone has not responded for several minutes
•
Restart your phone by pressing and holding the
Power
key.
•
If it still does not work, please use Factory data reset to reset
the phone or the over-the-air upgrade tool 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 accidentally contacted
while the screen is unlocked.
•
Check the battery charge level.
•
If it still does not work, please use Factory data reset to reset
the phone or the over-the-air upgrade tool to upgrade software.
My phone cannot charge properly
•
Make sure you are using an ALCATEL ONETOUCH battery and
the charger from the box.
•
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.
