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Troubleshooting ���������������������
Before contacting the service center, here are some instructions to
help you troubleshoot your device:
•For optimal operation, fully charge the battery.
•To improve the phone’s performance, remove unnecessary files or
apps on your phone.
•Update your phone's software via the Updates application. Or you
can touch Settings > About phone > Updates to update software.
•Reset your phone via Factory data reset. Touch Settings > Backup &
reset > Factory data reset > RESET PHONE. Another method is to
hold down the Power key and the Volume up key at the same time
when your phone is powered off. All your phone data will be lost
permanently. It is strongly advised to fully back up your phone data
before resetting.
Carry out the following checks:
My phone can't be switched on or is frozen
•When the phone can't be switched on, charge for at least 20 minutes
to ensure the minimum battery power needed. Then switch it on
again.
•When the phone falls into a loop during power on animation and
the user interface can't be accessed, press and hold the Volume
down key to enter Recovery mode. This eliminates any abnormal OS
booting issues caused by third party applications.
•If neither method is effective, reset the phone using the Power key
and the Volume up key (holding both together) or update software
via the Updates application.
My phone has not responded for several minutes
•If your phone doesn’t respond, turn off your phone by pressing and
holding the Power key until it turns off and then restart it again.
•If your phone has a removable battery, remove the battery and
reinsert it, then restart the phone.
•If it still doesn't work, reset the phone.
My phone turns off by itself
•Check that your screen is locked when you are not using your phone,
and make sure that the Power key is not accidentally pressed while
the screen is unlocked.
•Check the battery charge level.
•If it still doesn't work, reset the phone.
My phone can't charge properly
•Make sure that you are using the Alcatel charger that comes with
the phone.
•If your phone has a removable battery, make sure that 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 has been empty for a long time, it may take around
20 minutes to display the battery charging indicator on the screen.
•Make sure that charging is carried out under normal conditions (0°C
to 40°C).
•When abroad, check that the voltage input is compatible.
My phone can't connect to a network or "No service" is displayed
•Try connecting to the network by moving to another physical
location.
•Verify the network coverage with your operator.
•Check with your operator that your SIM card is valid.
•Try connecting at a later time if the network is overloaded.
My phone can't connect to the internet
•Make sure that the internet access service of your SIM card is available.
•Check your phone's internet connection settings.
•Make sure that you are in a place with network coverage.
