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FAQ

  • Q1 what can I do if my PC reminds “Can not find mass storage” or “Can not find driver” when I am using ONE TOUCH upgrade?

    In this case, please take out SD card from your phone and disconnect all devices from your PC (except screen/mouse/keypad) to avoid any conflict. Then try to use ONE TOUCH upgrade again.

  • Q2 What’s the difference between FOTA and One Touch Upgrade?
    During the upgrading process, one touch upgrade requires PC, USB cable and network; while FOTA only 
    needs 3G network or Wi-Fi
    One touch upgrade will erase all personal data from phone memory, it is suggested to backup your
    personal data by PC Suite before upgrading; while FOTA will not change any user settings and personal
    data so it is not necessary to backup user data. However, if users update Android OS version like from
    Android 2.2 to 2.3, handset settings like wallpaper or ringtones will have a little changes due to different
    OS settings and user interface.
  • Q3 Why does my phone display “Warning! Bad charger contact!” during charging?
    You can try to upgrade your phone to the latest software via One Touch Upgrade. 
    Please note that all data in your phone will be erased after software upgrade (not include the data in SIM and SD card).
    If the problem persists, please bring your phone to Alcatel repair center according to the country you are located in: http://www.alcatelonetouch.com/global-en/support/hotlines_repaircenters.html
  • Q4 What is One Touch Upgrade?

    One Touch Upgrade is a system composed of several servers and applications that allows any end user to upgrade his/her ALCATEL ONE TOUCH mobile phone software from his/her local side with personal computer. 

  • Q5 When should I use One Touch Upgrade?

    If you consider your phone has an occasional or recurrent failure, you can use One Touch Upgrade. 

  • Q6 How should I use One Touch Upgrade?
    Please download One Touch Upgrade from our website and install it on your computer. After start the program, you can update the software of your mobile phone step by step, following the built-in user guide of One Touch Upgrade. 

    Please be noted that One Touch Upgrade software requires internet access and connection between mobile phone and PC by data cable.
  • Q7 What will happen after I use One Touch Upgrade?

    The software of your mobile phone will be updated to the latest version. All your personal information will be lost after the update process, so we suggest you backup your personal data by PC Suite before using the upgrade. 

  • Q8 Why couldn’t my phone connect to PC when I try to use One Touch Upgrade?
    If your phone fails to connect to PC, you might have a problem with your USB driver installation or you might have an anti-virus or security tool preventing you from accessing your USB port. 
    To allow proper communication between your computer and your mobile phone, you should make sure that the Alcatel mobile phone USB driver has been installed successfully.

    If the automatic installation of USB driver does not process smoothly, you can install the driver manually according to the following steps, or choose to view the guide for how to install Alcatel handset USB driver. 



    When the driver is installed, Operation System may show a message “Digital Signature Not Found” or “Has not passed Windows Logo testing to verify its compatibility with this version of Windows”. Please select “Yes” or “Continue Anyway” to complete the installation. 


    When the installation is finished, you can check “Device Manager” (accessible on Windows XP from ‘Start->Control Panel->System’, then in the ‘Hardware’ tab, click on the ‘Device Manager’ button) to validate if the driver has been installed successfully. You can also reinstall the driver of the device.

    If your PC still can not recognize the phone after you install the USB driver, you need to reinsert the USB cable and select “COM Port” on your phone, then install the USB driver again. 
  • Q9 Why does the One Touch Upgrade tool display internet connection error?
    Internet connection failure means at least one of the communication ports is blocked by a firewall, proxy, anti-virus or other security tools. 

    In order to access the One Touch Upgrade service, the one touch upgrade tool needs to set up connection to our servers on the following two communication ports:

    Tcp/30007

    Tcp/30008

    The used protocol doesn’t support proxy. If you have a proxy, please configure it in order to allow direct connection on these previously listed ports.
  • Q10 How can I solve the network issues of One Touch Upgrade?
    The following section provides steps to solve network issues. 
    Step 1. Check your network connection.
    The first step is to make sure that your Internet connection is working. Whether you are using a cable connection or WIFI, it is necessary that you are able to access Internet. For example, the following snapshot shows that the network connectivity is limited, which means you are connected to a local network but you are not able to access Internet.

     
    You can open a web page that you have never opened before in order to force your Internet browser to effectively establish a connection with Internet.
    Step 2. Check your Firewall/Antivirus/Security tools
    If you are using your personal computer, you should know that some vendors may have preinstalled some security tools like anti-virus and/or firewall. You may also have installed them by yourself. Please make sure that these tools will not prevent the One Touch Upgrade application from accessing Internet.
    Please check the logs or reports of these tools whether some alerts are registered. If such alerts exist, please read the manual of this tool in order to configure it and allow the software upgrade application to access Internet.
    Step 3. Check your WIFI or home Router
    If you are using WIFI at home then it is likely that you have a router. Normally, your router can be the box (or modem) provided by your Internet Service Provider. Or you may have also bought your own router and installed it in your home.
    Whatever the case, you need to check that the router doesn’t contain a firewall or proxy that prevents your computer accessing the One Touch Upgrade service.
    Please carefully read the user guide of your router to check the current firewall configuration. Some router may have a wizard to help user configure the basic settings. Firewall settings are usually found in advanced settings that may not be managed by the wizard. So you may have to disable the wizard and/or force the use of advanced or expert mode.
    The target is to open the ports listed in the ‘Network Port’ section on your firewall.
    Step 4. Check whether you are using the latest version of One Touch Upgrade
    We suggest you check our website for latest version of One Touch Upgrade tool periodically. Please make sure that the previous version is uninstalled completely before installing the latest version.
  • Q11 What should I do if the One Touch Upgrade fails during software upgrade process?
    If One Touch Upgrade fails during software upgrade process, please perform the following steps: 
    • Make sure that your battery is fully charged. If not, please change another fully charged battery. If you do not have another fully charged battery, please go to an Alcatel Repair Center for help.
    • Make sure that your internet connection is stable.
    • Upgrade your mobile phone’s software again by One Touch Upgrade.
    If the problem persists, please contact the Alcatel Contact Center according to the country you are located.
  • Q12 Why couldn’t I switch on the phone after using One Touch Upgrade?
    It might take longer time than normal to switch on the phone after using One Touch Upgrade. Please long press the switch on key to check again. 
    If it still doesn’t work, please take off the battery, then insert it to check again.
    If the problem persists, please try to upgrade your mobile phone’s software by One Touch Upgrade again.
    If you still can not switch on the phone, please contact the Alcatel Contact Center according to the country you are located.
  • Q13 Why couldn’t my PC detect handset after One Touch Upgrade Q version (OUT Q) is successfully installed on PC?
    Please power on your phone, connect it to your PC and check whether the driver is on “Device Manager” by accessing to “My computer” ->”Properties” -> “Hardware” -> “Device Manager” 

    a_4

    b_4

    If you can find “Alcatel Composite ADB interface MI01” only, not “ALCAEL HS-USB Android DIAG 9018”, please refer to the following steps to solve it.


    Step1. We take OTUQ1.9.0 for example. Please uninstall all OTUQ applications by clicking “Start” at the left bottom of your PC -> “Programs” -> “One Touch Upgrade Q1.9.0” -> “Uninstall One Touch Upgrade Q1.9.0”

    c_4


    Step2. Please make sure the handset is fully charged and power on, then connect handset to PC with USB cable.

    Step3. Uninstall ADB driver by clicking it in “Device Manager” -> “Uninstall” -> OK

    d_3

    Step4. Remove the handset from PC;
    Step5. Restart the computer;
    Step6. Install OTUQ1.9.0 or higher version OTUQ again.
    Step7. Connect the handset (fully charged) to PC under power on mode;
    PC will automatically scan the driver. If the driver has been installed successfully, “Device Manager” will indicate “Alcatel HS-USB Android DIAG 9018” in “Ports” like the picture as below; If PC prompts you to install ADB driver, please ignore it as what OTUQ needs is “Alcatel HS-USB Android DIAG 9018”, not ADB driver. Then you can run OUT Q now.

    e_3

    Step8. If you can’t find “Alcatel HS-USB Android DIAG 9018” in “Device manager”, please install the driver according to the following steps manually;

    Step9. Connect your phone to PC under power on mode, PC will pop up “Hardware Update Wizard” as below picture, please select “Install from a list or specific location (Advanced)” and click “Next”;

    f_2


    Step10. According to your PC operating system, select the driver from the location: “C:\One Touch Upgrade Q 1.9.0\usb_driver\installdriver”.

    g_1



    h_2


    Step11. If the system pop-up below message, it means the driver has been installed successfully. OTUQ can be run now.

    i_1

     
  • Q14 Why does my phone prompt me to close the voicemail message when I try to listen to my voicemail?

    Please upgrade your phone with one touch upgrade which can be downloaded from the following website: http://www.alcatelonetouch.com/global-en/support/download/ot-918.html ; or you can long press “1” at the dial interface to listen the voicemail.

  • Q15 Why does my phone reset automatically sometimes?

    In this case, please update the handset software to the latest version with One Touch Upgrade which can be downloaded from the following website:
     http://www.alcatelonetouch.com/global-en/support/download/ot-810.html
    If the problem persists, please contact an Alcatel repair center for help. You can check the contact information from Alcatel website:http://www.alcatelonetouch.com/support/hotlines_repaircenters.html

  • Q16 Why does my phone crash when I use facebook?

    In this case, please upgrade your phone with one of the following two methods:
    1. Please upgrade your phone to the latest software version with one touch upgrade which can be downloaded from the following website:
     http://www.alcatelonetouch.com/global-en/support/download/ot-810.html
    2. Please go to “Menu”--> “Settings” --> “Check software update” --> "Download”--> "Install” to upgrade your phone. If there is no other update package, it means your phone software version is the latest one. Please make sure your phone network is available before you upgrade your phone.

  • Q17 Why does my phone display “Warning! Bad charger contact!” during charging?

    You can also try to upgrade your phone with the latest SW via One Touch Upgrade

    Please be noted that all data in your phone will be erased after SW upgrade (not include the data in SIM and SD card). 

    Please backup all useful information by ALCATEL ONE TOUCH PC Suite before you upgrade your phone.

  • Q18 Why does my phone display “Warning! Bad charger contact!” during charging?

    You can try to upgrade your phone to the latest software via One Touch Upgrade. 
    Please note that all data in your phone will be erased after software upgrade (not include the data in SIM and SD card). 
    Please backup all useful information by ALCATEL PC Suite before you upgrade your phone.

  • Q19 How to find the video record I made in my phone?

    You can find the video record you made via below path on you phone:
    Main Menu --> File manager --> Phone --> Video. 
    We also added some shortcuts for finding the records in the latest software for your phone. After upgrading this software, you can also find the records via below paths: 
    ·Main Menu --> Video player. 
    · Main Menu --> File Manager --> My videos. 
    You can get this software by using One Touch Upgrade(http://www.alcatelonetouch.com/support/download.htm)on our website. 

  • Q20 How can I upgrade my phone to ICS (Android 4.0)?

    Three are 3 ways to upgrade your phone to ICS (Android 4.0):
    1. Please upgrade your phone with FOTA;
    2. Please upgrade your phone with one touch upgrade which can be downloaded from our official website;
    3. Please visit our repair center to upgrade your phone.

  • Q21 Why does my phone display “Warning! Bad charger contact!” during charging?

    You can also try to upgrade your phone with the latest SW via One Touch Upgrade

    Please be noted that all data in your phone will be erased after SW upgrade (not include the data in SIM and SD card). 

    Please backup all useful information by ALCATEL ONE TOUCH PC Suite before you upgrade your phone.

  • Q22 What will happen after I use One Touch Upgrade?

    The software of your mobile phone will be updated to the latest version. All your personal information will be lost after the update process, so we suggest you backup your personal data by PC Suite before using the upgrade.

  • Q23 Why does my phone crash when I open my Ebook?

    In this case, please upgrade your phone to the latest software version with One Touch upgrade which can be downloaded from the following website:
    http://www.alcatelonetouch.com/support/download/ot-818.html

  • Q24 Why does the keypad sometimes not work when I use the Opera Mini application?

    In this case, you can upgrade your Opera Mini application in the following two ways: 
    1) Go to "Wap"."Go to URL" and enter url: 
    http://wap.my-onetouch.com/606/opera.jad, then press OK to download and install the java application. 
    2) Upgrade your product’s software via "One Touch Upgrade" tool.

  • Q25 Why does my phone reset automatically sometimes?

    In this case, please update the product’s software by “One Touch Upgrade Tool”. The latest One Touch Upgrade tool can be downloaded on website:http://www.alcatelonetouch.com/support/download/ot-880.html
    If the problem persists after software upgrading or you can not upgrade the software by One Touch Upgrade Tool, please contact Alcatel Contact Center according to the country you are located.