Troubleshooting - Alcatel POP4 User Manual

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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 on your phone as this may affect its
performance.
• Use the FOTA (Firmware Over The Air) Upgrade tool to update your phone's
software. To open Updates, go to Settings > About phone > Updates.
Touch and the phone will search for the latest software. If you want to
update the system, touch the
to complete the upgrade. Now your phone will have the latest software
version. You should turn on data connection or Wi-Fi before searching for
updates. Auto-check settings are also available. 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 the status bar.
Don't change your default storage location while FOTA is downloading or
updating to avoid errors in locating the correct update packages.
• 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, 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.
• 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:
button, and when that's finished, touch
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My phone can't be switched on or is frozen
• When 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.
• When the phone falls into a loop during power on-off animation and the
user interface can't be accessed, press and hold the Power key to reset. This
eliminates any abnormal OS booting issues caused by 3rd party APKs.
• If neither method is effective, 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, 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 can't charge properly
• Make sure you are using an alcatel 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.
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