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Troubleshooting
15
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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 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 backup the phone data and profile via ONE TOUCH Center
before doing formatting and upgrading.
and carry out the following checks:
My phone is frozen or cannot be switched on
Check the battery power level, charge for at least 20 minutes.
Press and hold Power key for more than 7 seconds to try to restart.
If it still does not work, please reset the phone using the Power key and
the Volume up key.
If it still does not work, please use Factory data reset to reset the phone
or FOTA/Mobile Upgrade to upgrade software.
My phone has not responded for several minutes
Restart your phone by pressing and holding the Power key.
If it still does not work, please use Factory data reset to reset the phone
or FOTA/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 mis-contacted due to unlocked screen.
Check the battery charge level.
If it still does not work, please use Factory data reset to reset the phone
or FOTA/Mobile Upgrade to upgrade software.
My phone cannot charge properly
Make sure you are using an ALCATEL ONE TOUCH 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 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.
71


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