User Manual

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15
Troubleshooting �����������������
Before contacting the service centre, 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 the 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). 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
•When the phone 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 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 more then 9s.
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.
My phone cannot charge properly
•Make sure you are using an ALCATEL ONETOUCH 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 (see “11�1�7 More���\
Mobile networks”)
•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.