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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 the FOTA (Firmware Over The Air) Upgrade tool to update
your phone's software. To access Updates, touch the Application
tab
from the Home screen, then touch Settings\About
phone\Updates.
•
Touch
and the phone will search for the latest software. If you
want to update the system, touch the
button, and when that’s
finished, touch
to complete the upgrade. Now your phone
will have the latest version of the software. You should turn on
data connection or Wi-Fi before searching for updates. Settings for
auto-check frequency are also available once you restart the phone.
If you have chosen auto-check, when the system discovers the new
version, a dialog will pop up to choose download or ignore, the
notification will also appear in status bar.
•
During FOTA downloading or updating, to avoid errors in locating
the correct update packages, do not change your default storage
location.
•
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 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.
•
Please pay attention that after Factory data reset is performed you
may be requested to enter Google account credentials* that were
used on this device before Factory reset. Otherwise you will not be
able to use the device. If you don’t remember your Google account
credentials please complete Google account recovery procedure.
In case you don’t succeed in it - please apply to authorized repair
center, but remember that it will not be regarded as warranty case.
* Applicable for Android OS versions starting from 5.1.
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 Power key
and the Volume up key at the same time to reset. This eliminates
any abnormal OS booting issues caused by 3rd party APKs.
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, use Factory data reset to reset the
phone or 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 accidentally contacted
while the screen is unlocked.
•
Check the battery charge level.
•
If it still does not work, 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 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.
