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16 Troubleshooting.............................
Before contacting the service center, you are advised to follow
the instructions below:
• Youareadvisedtofullycharge( )thebatteryfor
optimal operation.
• Avoid storing large amounts of data in your device as this
may affect its performance.
• Use Erase all data and the upgrade tool to perform
device formatting or software upgrading. ALL User device
data: contacts, photos, messages and files, downloaded
applications will be lost permanently. It is strongly advised
to fully backup the device data and profile via Android
Manager before doing formatting and upgrading.
My device cannot be switched on or is frozen
• When the device cannot be switched on, charge for at least
20 minutes to ensure the minimum battery power needed,
then try to switch on again.
• When the device falls into a loop during power on-off
animation and the user interface cannot be accessed, long
press the Power/Lock key and then long press Power off
option to enter Safe Mode. This eliminates any abnormal
OS booting issues caused by 3rd party apps.
• If neither method is effective, please format the phone by
pressing the Power/Lock key and Volume up key at the
same time when device is powered off.
My device has not responded for several minutes
• Restart your device by pressing and holding the Power/
Lock key.
• Remove the battery and reinsert it, then restart the phone.
• Long press the Power/Lock key for 10 seconds or more to
reboot.
My device turns off by itself
• Check that your screen is locked when you are not using
your device, and make sure the Power/Lock key is not mis-
contacted due to unlocked screen.
• Check the battery charge level.
• My device cannot charge properly
• 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
(32°F to +104°F).
• When abroad, check that the voltage input is compatible.
My device cannot 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 selecting the available network(s) manually
• Try connecting at a later time if the network is overloaded.
My device cannot connect to the Internet
• Make sure that the internet access service of your SIM card
is available.
• Check your device’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
“1.2.1 Setup”).
• Make sure the chip on your SIM card is not damaged or
scratched.
• Make sure the service of your SIM card is available.
I cannot find my contacts
• Make sure your SIM card is not broken.
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