15 Troubleshooting ................
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 cannot be switched on or is frozen
•Check the battery contacts, remove and reinstall your battery, then turn your phone on.
•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
•If neither method is effective, please reset the phone using the Power key and the Volume up key (holding both together).
•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.
•Remove the battery and
•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
•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 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 "11.1.7 Mobile networks").
•Try connecting at a later time if the network is overloaded.
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