Troubleshooting - Alcatel ONE TOUCH 910 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 (
• Avoid storing large amounts of data in your phone as this may affect its
performance.
• Use User Data Format and the One Touch Upgrade tool to perform
phone formatting or software upgrading, (to reset User Data format, hold
down the B key while simultaneously pressing the
phone data: contacts, photos, messages and files, downloaded applications
like Java games will be lost permanently. It is strongly advised to fully
backup the phone data and profile via PC suite before doing formatting
and upgrading.
and carry out the following checks:
My phone is frozen or cannot switch on
• Check the battery contacts, remove and reinstall your battery, then turn
your phone on.
• Check the battery power level, charge for at least 20 minutes.
• If it still does not work, please use User Data Format to reset the phone.
My phone has not responded for several minutes
• Restart your phone by pressing and holding the
• Remove the battery and re-insert it, then restart the phone.
My phone turns off by itself
• Check that your keypad is locked when you are not using your phone,
and make sure the key is not mis-contacted due to unlocking
keypad.
• Check the battery charge level.
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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 (see "11.1.6 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.
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.
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