User's Manual
38
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 Factory data reset and over-the-air 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 when powered off). 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 Smart Suite before doing formatting and upgrading.
and carry out the following checks:
My phone cannot be switched on or is frozen
• If the phone cannot be switched on, charge it for at least
20 minutes to ensure the minimum battery power needed, then
try to switch on again.
• If 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).
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 the over-the-air upgrade tool 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 the over-the-air upgrade tool to upgrade software.
My phone cannot charge properly
• Make sure you are using an ALCATEL ONETOUCH battery and
the charger from the box.