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Troubleshooting
14
.................
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 the FOTA/ ONE TOUCH Upgrade tool to
perform phone formatting or software upgrading, (to reset User Data format,
hold down Volume up key while simultaneously pressing the Power key).
ALL User phone data: contacts, photos, messages and files, downloaded
applications like APK games will be lost permanently. It is strongly advised
to fully backup the phone data and profile via Android Manager 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 Factory data reset to reset the phone or
FOTA/ONE TOUCH Upgrade to upgrade software
My phone has not responded for several minutes
Restart your phone by pressing and holding the Power key
Remove the battery and re-insert it, then restart the phone
If it still does not work, please use Factory data reset to reset the phone or
FOTA/ONE TOUCH Upgrade to upgrade software
My phone turns off by itself
Check that your keypad is locked when you are not using your phone, and
make sure Power key is not mis-contacted due to unlocking keypad
Check the battery charge level
If it still does not work, please use Factory data reset to reset the phone or
FOTA/ONE TOUCH Upgrade to upgrade software
My phone cannot charge properly
Make sure you are using an ALCATEL ONE TOUCH 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 Page 67)
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 Page 16)
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 dialed a valid number and touch
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
73


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