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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 (
•
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, files, and
downloaded applications will be permanently lost. It is strongly advised to fully back
up the phone data and profile via Smart Suite before doing formatting or upgrading.
and carry out the following checks:
My phone cannot be switched on or is frozen
•
If 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.
•
If 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, 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 for more than 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 the ALCATEL ONETOUCH charger included in 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).
) the battery for optimal operation.
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•
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.
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 connection 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
•
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 flight mode.
Unable to receive incoming calls
•
Make sure your phone is switched on and connected to a network (check for
overloaded or unavailable network).
•
Check your subscription status with your operator (credit, SIM card valid, etc.).
•
Make sure you have not forwarded incoming calls.
•
Make sure that you have not barred certain calls.
.
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