User's Manual

15 16
Troubleshooting ...................
Before contacting the service center, 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 the FOTA (Firmware Over The Air) Upgrade tool to update
your phone's software. To access System updates, touch the
Application tab from the Home screen, then select System
updates or touch Settings\About phone\System updates.
Touch and the phone will search for the latest software. If
you want to update the system, touch the button, and when
that’s finished, touch to complete the upgrade. Now your
phone will have the latest version of the software. You should
turn on data connection or Wi-Fi before searching for updates.
Settings for auto-check frequency are also available once you
restart the phone. If you have chosen auto-check, when the
system discovers the new version, a dialog will pop up to choose
download or ignore, the notification will also appear in status bar.
During FOTA downloading or updating, to avoid errors in
locating the correct update packages, do not change your default
storage location.
•Use Factory data reset 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 back up the phone data and profile via Smart
Suite before doing formatting and upgrading.
•After factory data reset is performed, you will be requested to
enter Google account credentials
(1)
used on this device before
reset. Otherwise you can't use the device. If you don't remember
your Google account credentials, please complete Google
account recovery procedure. In case you don’t succeed in it,
apply to authorised repair center, but remember that it will not
be regarded as warranty case.
and 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 try
to switch on again.
(1)
Applicable for Android OS versions starting from 5.1.
•When the phone falls into a loop during power on-off animation
and the user interface can't 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).
My phone has not responded for several minutes
•Restart your phone by pressing and holding the Power key.
•If it still does not work, please use Factory data reset to reset the
phone or FOTA 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 accidentally
contacted while the screen is unlocked.
•Check the battery charge level.
•If it still does not work, please use Factory data reset to reset the
phone or FOTA Upgrade to upgrade software.
My phone can't charge properly
•Make sure you are using an Alcatel charger from the box.
•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 can't connect to a network or "No service" is
displayed
•Try connecting in another location.
•Verify the network coverage with your carrier.
•Check with your carrier 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 can't 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.