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17
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 date 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
lost permanently. It is strongly advised to fully backup the phone data and
profile via ONE TOUCH Centre 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.
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 pressed while the screen
is unlocked.
• Check the battery charge level.
) the battery for optimal operation.
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My phone cannot charge properly
• 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 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 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 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.).
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