User Guide

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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 date reset and the 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). 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 Android Manager before doing
formatting and upgrading.
and carry out the following checks:
My phone is frozen or cannot be switched on
Check the battery power level, charge for at least 20 minutes.•
If it still does not work, please reset the phone using the • Power key
and the Volume up key.
My phone has not responded for several minutes
Restart your phone by pressing and holding the • Power key.
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.•
My phone cannot charge properly
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 “• 11.1.8 Mobile
networks”)
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 “Inserting or •
removing the SIM card”).
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 have touched •
.
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 airplane mode.•