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Troubleshooting
35
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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 User Data Format and the ONE TOUCH Upgrade tool to perform
phone formatting or software upgrading, (to perform User Data format,
hold down # key while simultaneously pressing the power on/off key under
power off mode). ALL User phone data: contacts, photos, messages and
files, downloaded applications like MRE games will be lost permanently. It
is strongly advised to fully backup the phone data and profile via PC suite
before doing formatting and upgrading.
and carry out the following checks:
My phone cannot switch on
Check the battery contacts, remove and reinstall your battery, then turn
your phone on
Check the battery power level, charge for at least 20 minutes
If it still does not work, please use User Data Format to reset the phone or
ONE TOUCH Upgrade to upgrade software
(1)
My phone is frozen or has not responded for several minutes
Restart your phone by pressing and holding the key
Remove the battery and re-insert it, then restart the phone
If it still does not work, please use User Data Format to reset the phone or
ONE TOUCH Upgrade to upgrade software
(1)
My phone turns off by itself
Make sure power off key is not mis-contacted
Check the battery charge level
If it still does not work, please use User Data Format to reset the phone or
ONE TOUCH Upgrade to upgrade software
(1)
My phone cannot charge properly
Make sure you are using an ALCATEL ONE TOUCH battery and the
charger from the box
Clean the battery contact if it’s dirty
Make sure your battery is inserted properly before plugging in the charger
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 page 49)
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 page 16)
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 press the
key
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 (see page 48)
Make sure that your phone is not in flight mode
37


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