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 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
•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
•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.
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•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
•Try connecting at a later time or another location
Invalid SIM card
•Make sure the SIM card has been correctly inserted
•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
Unable to receive incoming calls
•Make sure your phone is switched on and connected to a network (check for overloaded or unavailable network)
•Check your subscription status with your operator (credit, SIM card valid, etc.)
•Make sure you have not forwarded incoming calls
•Make sure that you have not barred certain calls
•Make sure that your phone is not in flight mode
The caller’s name/number does not appear when a call is received
•Check that you have subscribed to this service with your operator
•Your caller has concealed his/her name or number
I cannot find my contacts
•Make sure your SIM card is not broken
•Make sure your SIM card is inserted properly
•Import all contacts stored in SIM card to phone
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IP4464_4010X_4010D_QG_Eng_GB_13_130312.indd |
