User's Manual

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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 the FOTA (Firmware Over The Air) Upgrade tool to update your
phone's software. To access Updates, touch the Application tab from the
Home screen, then select Updates or touch Settings\About phone\
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 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 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.
•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) or upgrade
software via Mobile Upgrade tool.
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/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 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/Mobile Upgrade to upgrade software.
My phone can't charge properly
•Make sure you are using an alcatel battery and the charger from the box.
(1)
Applicable for Android OS versions starting from 5.1.