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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 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 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).
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 re-insert it, then restart the phone.
•
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 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.
•