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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 Power key to reset.
This eliminates any abnormal OS booting issues caused by 3rd party APKs.
• If neither method is effective, 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.
• Remove the battery and re-insert it, then restart the phone
• If it still does not work, use Factory data reset to reset the phone or 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, 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.
• Make sure 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 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 operator.
• Check with your operator 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.
Invalid SIM card
• Make sure the SIM card has been correctly inserted (see "Inserting or
removing the SIM card").
• 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 dialled a valid number and have touched Call.
• 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.
• Make sure that your phone is not in Aeroplane mode.
Unable to receive incoming calls
• Make sure your phone is switched on and connected to a network (check for
overloaded or unavailable network).
• Check your subscription status with your operator (credit, SIM card valid,
etc.).
• Make sure you have not forwarded incoming calls.
• Make sure that you have not barred certain calls.
