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• 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 and files, downloaded applications will be
lost permanently. It is strongly advised to fully backup the phone data and
profile via Smart suite 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 contacted while the
screen is unlocked.
• Check the battery charge level.
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
• 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.
