39
40
My phone can't 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 can't 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 can't 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 dialled 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.
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 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, and downloaded applications will be lost
permanently. It is strongly advised to fully back up the phone data
and profile via Smart Suite before doing formatting and upgrading.
and carry out the following checks:
My phone can't be switched on or is frozen
•
If the phone can't be switched on, charge 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 can't 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) or
upgrade software via Mobile Upgrade tool.
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 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 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 FOTA/Mobile Upgrade to upgrade software.
5022E USA EN QG_V4_1105.indd 39-40
2015/11/12 9:18:24
