Product Info

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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 on your phone as this may affect
its performance.
•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. You can touch Settings >
Backup & reset > Factory data reset, and then touch 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 formatting.
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 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
•Restart your phone by pressing and holding the Power key.
•If your phone has a removable battery, remove the battery and re-insert
it, then restart the phone.
•If it still doesn't work, use Factory data reset to reset the phone or use
the Updates application to update software.
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, use Factory data reset to reset the phone or the
Updates application to update software.
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 charger indicator on the screen.
•Make sure that charging is carried out under normal conditions (0°C
(32°F) to 40°C (104°F)).
•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 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 connection settings.
•Make sure that you are in a place with network coverage.
•Try connecting at a later time or another location.
Invalid SIM card
•Make sure that the SIM card has been correctly inserted (see "Inserting
or removing the SIM card").
•Make sure that the chip on your SIM card is not damaged or scratched.
•Make sure that the service of your SIM card is available.
My phone can't make outgoing calls
•Make sure that you have dialed a valid number and have touched Call.
•For international calls, check the country and area codes.
•Make sure that your phone is connected to a network, and the network
is not overloaded or unavailable.
•Check your subscription status with your carrier (credit, SIM card
valid, etc.).
•Make sure that you have not barred outgoing calls.
•Make sure that your phone is not in airplane mode.
My phone can't receive incoming calls
•Make sure that your phone is switched on and connected to a network
(check for overloaded or unavailable network).
•Check your subscription status with your carrier (credit, SIM card
valid, etc.).
•Make sure that you have not forwarded incoming calls.
•Make sure that you have not barred certain calls.
•Make sure that your phone is not in airplane mode.
The caller’s name/number doesn't appear when a call is received
•Check that you have subscribed to this service with your carrier.
•Your caller has concealed his/her name or number.
I can't find my contacts
•Make sure that your SIM card is not broken.
•Make sure that your SIM card is inserted properly.
•Import all contacts stored in SIM card to phone.
The sound quality of the calls is poor
•You can adjust the volume during a call by pressing the Volume up/
down key.
•Check the network strength.
• Make sure that the receiver, connector or speaker on your phone is clean.
I can't use the features described in the manual
•Check with your carrier to make sure that your subscription includes
this service.
•Make sure that this feature doesn't require an Alcatel accessory.
When I select a number from my contacts, the number can't be dialed
•Make sure that you have correctly recorded the number in your file.
•Make sure that you have selected the country code when calling an
international number.
I can't add a contact
•Make sure that your SIM card contacts are not full; delete some files or
save the files to the phone.