FAQs

Phone displays "insert SIM card / Cannot recognize SIM card / Cannot use SIM card / SIM card registration failed / No internet service"
  • 1) Check whether SIM card has been damaged or cancelled; if so, use another sim card.
  • 2) Sim card might not be inserted properly, try to re-insert it and reboot the phone.
  • 3) Check whether the phone is bound with specified service provider; if yes, change to the sim card required.
  • 4) Check whether IMEI number of the phone is legal; if not, visit the local Carlcare to rewrite IMEI.
  • 5) Check whether the network signal circumstance is good or not; if not, try other places with better signal.
  • 6) Visit the nearest Carlcare for further check.
Cannot dial after installing Skype.
  • 1) Make sure SIM/Skype accounts both have enough balance.
  • 2) Make sure the phone connects to internet sucessfully;
  • 3) Uninstall Skype and install it again when phone has acess to high speed network.
  • 4) If problem remains, visit local Carlcare for further check
Cannot dial after activating Data.
  • 1) Make sure SIM account has enough balance.
  • 2) Check whether phone is on 4G only mode: if so, change to other modes.
  • 3) Try to restore factory settings, but remember to take data backup first.
  • 4) Visit the nearest Carlcare for further check.
Cannot add new contacts to phone book or view phone book.
  • 1) Make sure new contacts are added the following way: Contact--menus--add new contact.
  • 2) Try to reboot the phone or reset to factory settings, but remember to take data backup first;
  • 3) If problem remains, visit local Carlcare for further check.
How to copy contacts to another phone.
  • Copy contacts to SIM card- Insert sim card to the new phones-Copy contacts from sim card to the phone. Or upload contacts to a third-party app, Google account for example-Use the new phone to log in the third party app-Synchronize contacts to the new phone
Phone cannot show recent calls.
  • 1) Reboot the phone
  • 2) Restore factory settings, but remember to back up the important files.
  • 3) If the problem remains, visit local Carlcare for further check.
The phone shows call barring when dialing.
  • 1) Check whether sim signal is in good condition, try other places with better network.
  • 2) Make sure sim account has enough balance.
  • 3) Check whether you've prohibited some contacts.
  • 4) Check whether the SIM card open the set of dial-up or a special line calls.
  • 5) Try to reset factory settings, but remember to back up the important files.
  • 6) Visit local Carlcare for further check
How to restore lost contact.
  • If the contacts were backed up by phone or any third party apps(like Easy Backup & Restore app) before, it can be restored directly; Otherwise, they cannot be restored.
Call ended or hanged up automatically.
  • 1)Make sure the phone's under good network signal, try other places with better network.
  • 2) Make sure the SIM has enough balance;
  • 3) Check whether the phone has activated airplane mode by mistake;
  • 4) Reboot the phone or reset to factory settings, but remember to back up the important files.
  • 5) Visit the nearest Carlcare for further check.
Cannot answer / receive new incoming calls.
  • 1) Make sure phone's under good network signal, try other places with better network.
  • 2) Make sure the SIM account has enough balance.
  • 3) Check whether you've set a blacklist.
  • 4) Update phone system to the latest version, in Settings-About phoen-System update.
  • 5) Visit local Carlcare for further check.
The phone says "android process stops" when saving contacts.
  • 1) Restore factory settings, but remember to back up the important files.
  • 2) Update phone system to the latest version when phone has access to high speed network.
  • 3) If problem remains, visit local Carlcare for further check.
Phone vibrates when the call comes or call ends.
  • Settings--Audio profiles--General--cancel Vibrate.
When calling, one cannot hear the voice of the caller unless it's on speaker.
  • Try to reset factory settings first, but remembr to back up the important files. If it doesn't work, visit the nearest Carlcare for further check.
When calling, both sides cannot hear each other.
  • 1) Check whether the network signal is in good condition, try other places with better network.
  • 2) If problem remains, try to visit the nearest Carlcare for further check.
There's no ringtone when calls incoming.
  • 1) Make sure the phone is not on vibrate or silent mode.
  • 2) Check whether the volume has been turned on in General mode.
  • 3) Make sure speaker is still in good condition.
  • 4) Try to restore factory settings, but remember to back up important files first.
  • 5) If problem remains, try to visit the nearest Carlcare for further check.
How to set SIM card 2 as default mode when sending messages.
  • Settings--SIM card Management--Data service network--Select SIM card as the default one.
Some numbers can still call in after they have been set as blacklist.
  • If you want to intercept some call or phone number, you have to download a third-party app to intercept , such as Call blacklist or Call Blocker.
When clicking on certain contact to check the number, phone always displays "loading" first and show the number after a while.
  • 1) Try to release phone space by deleting unnecessary apps or files.
  • 2) Move all Contacts from SIM card to phone.
  • 3) Try to update phone system to the latest version
  • 4) If problem remains, try to visit the nearest Carlcare for further check.
When switched on, phone shows "emergency call"
  • 1) Try other places with better signal.
  • 2) Check whether phone has been bound with specified service provider, try other sim cards.
  • 3) If problem remains, try to visit local Carlcare for further check.
How to activate call waiting in the handset.
  • Menu--Call--Option Key or 3 Dotted lines--Select Call Settings--Voice Call--Other/Additional Settings--Call Waiting;
Why I could not able to receive calls from particular number.
  • Check whether you've activated call barring feature or blacklist: Go to "General call settings"--SIM 1/SIM 2--Call barring & select"Cancel All".
What is "Blacklist" feature.
  • If you enable Blacklist feature on a particular number, you will not receive calls from that number.
Why SIM card is blocked or pin code is blocked.
  • You might have entered an incorrect PIN code three consecutive times: Contact your service provider for PUK code of the SIM card, use PUK code to unlock the SIM.
Why am I unable to receive calls.
  • 1) Check whether SIM card signal is good, try other places with better network
  • 2) Make sure you have sufficient balance
  • 3) Visit the nearest Carlcare for furthe check.
When saving contacts, phone displays that it's on Airplane mode and the contact cannot be saved.
  • 1) Cancel the Airplane mode, try to save contacts again.
  • 2) If still can't save, try to reset factory settings, but remember to back up the important files.
  • 3) If factory reset doesn't work, try to visit the nearest Carlcare for further check.
Contacts saved in SIM card cannot show in the phone, even disappear.
  • 1) Go to Contacts-Settings-Contacts to show, and choose both sim card and phone
  • 2) Check third party apps, make sure contacts in those apps are different from those in your phonebook, that they have different numbers and names.
  • 3) Visit the nearest Carlcare for further check.
The phone is receiving the same messages.

Sometimes the network goes wrong because of the frequent usage, you can:

  • 1) Wait for while and check again.
  • 2) Consult your service provider to see whether it's the problem of your network.
  • 3) Visit local Carlcare for further check
Cannot send MMS.
  • 1) Check whether sim card signal is normal and good, and whether data is turned on.
  • 2) Make sure sim account has enough balance
  • 3) Check whether phone has activated MMS
  • 4) Check whether phone number is correct.
  • 5) Visit local Carlcare for further check
Cannot receive new messages, while can send messages.
  • 1) Make sure sim signla is normal and good
  • 2) Make sure inbox still has engough space
  • 3) Check whether terminal configuration runs well
  • 4) Visit the nearest Carlcare for further check.
Cannot send message.
  • 1) Make sure sim signal is normal and good
  • 2) Make sure sim account has engough balance
  • 3) Make sure receiver's phone number is correct
  • 4) Reboot the phone or restore factory settings, but remember to take data back up first.
  • 5) If problem remains, try to visit the nearest Carlcare for further check.
How to connect the Internet / how to set the network.
  • Make sure sim account has enough balance or there's a valid wifi, to connect, go to: Settings--WALN--choose the network--connect--enter correct password(for wifi); Or go to Settings--More--Mobile network--Choose the network--connect(for mobile data)
Heading Network signal is weak / Mobile phone always has not signal.
  • 1) Go to other places with better network signal
  • 2) Reboot the phone or reset factory settings, but remember to back up the important files.
  • 3) If still no signal, try to visit local Carlcare for further check
How to use the phone beyond India.
  • Buy a local Indian SIM card and insert it into the phone. Or consult your service provider to know how to use your sim abroad.
Cannot use 3G network.
  • 1) Make sure both phone and sim card support 3G, and phone's covered by 3G network first.
  • 2) Set 3G mode: Go to Settings-Cellular networks-Preferred network type-Choose 3G
  • 3) If still can't use 3G, try to visit the nearest Carlcare for further check
Does the phone support 3G? If yes then how do I disable this.
  • 1) Enquire the phone store or refer to product specification
  • 2) To disable 3G, go to: Settings--More--Mobile Network--Cancel 3G.
Can I limit the use of data? How to do so.
  • Yes, go to: Setting--Data usage--choose the operator of your SIM--Set cellular data limit
How can I turn off data on my phone.
  • Pull down the notification bar--close the data.
How to setup my email / official email.
  • Open mail app--enter your account and password correctly, then the phone will setup automatically.
Cannot view web page.
  • 1) Make sure sim account has enough balance
  • 2) Make sure phone is on valid data or wifi, and website address is correct
  • 3) If problem remains, try to visit local Carlcare for further check
Cannot connect the wifi / recognize network / How to connect wifi.

If can't connect to wifi, pls:

    • 1) Make sure the router works normally, try to reboot or reset the router
    • 2) Make sure phone is close enough to the router to be covered by wifi signal
    • 3) Check whether you've entered the correct password

If can't connect to mobile data, pls:

    • 1) Make sure sim card work normally, sim signal is in good condition
    • 2) Make sure sim card has enough balance

If still can't connect, you can then try to restore factory settings, but remember to take data backup first. If factory reset doesn't work either, pls try to visit local Carlcare for further check. Thank you

Cannot send emails.
  • 1) Make sure phone has access to valid network first.
  • 2) Make sure e-mail account and password are valid
  • 3) Try to restore factory settings, but remember to back up important files first.
  • 4) Try to visit local Carlcare for further check
The speed of surfing the Internet is slow, and does not show 3G sign.
  • 1) Make sure both phone and sim card support 3G.
  • 2) Make sure phone is currently covered by 3G network, try other place with better network
  • 3) Make sure sim account has enough balance
  • 4) Consult your service provider about it
APN settings is deleted, how to reset.
  • Consult your service provider directly, go to one of their business hall.
Phone says error when turning on wifi / cannot connect the wifi.
  • 1) Make sure wifi signal is strong and valid, and you entered the correct password.
  • 2) Try to reboot or reset the wifi router, and connect again.
  • 3) Try to reboot your phone and connect again.
  • 4) Try to restore factory settings, but remember to back up important files.
  • 5) Try to visit local Carlcare for further check
Cannot download the files.
  • 1) Make sure phone has connected to strong and valid network.
  • 2) Make sure phone has enough space for downloaded files
  • 3) Make sure you download from reliable sources
  • 4) If still can't download, try to visit local Carlcare for further check
How to view the IP address of the phone.
  • Settings--Wifi--Click the netwrok you choose--view the IP address.
Cannot connect to the Internet although the data is enough.
  • 1) Make sure sim card signal is normal and strong
  • 2) Make sure you chose correct APN, check it in Settings-Mobile network
  • 3) Check whether website address is correct
  • 4) Consult your service provider or visit local Carlcare for further check
There is something wrong with the network after resetting the phone.
  • Make sure it's not the problem of the network first. Try to restore factory settings again, but remember to take data back up first. If it doesn't work, then visit local Carlcare for further check.
Mobile data or wifi turns on by itself
  • Try to reset factory settings, but remember to back up the important files. If it doesn't work, visit local Carlcare for further check
Why network signal & reception is poor.
  • 1) Network signal may be weak at your current location, try other places with better network
  • 2) Check with your service provider about it
  • 3) If nothing's wrong with the signal, then try to visit local Carlcare for further check
The fee of mobile data is too high.
  • Consult your servce provider directly
Cannot use free data.
  • Consult your servce provider directly
The fee of mobile data is charged randomly.
  • 1) Contact your service provider to check your mobile data bill
  • 2) Turn off mobile data when not in use
  • 3) Close unnecessary apps running in the background.
How to activate free data.
  • Consult your service provider directly
How to save mobile data.
  • 1 Clear cache regularly, to prevent apps in the background from consuming your data unnecessarily.
  • 2) Download apps from reliable sources only, like Play Store.
  • 3) Turn off auto-download of browsers and other apps.
  • 4) Avoid big pictures and videos, set them Wi-Fi only.
  • 5) Turn off mobile data when you don’t need it.
  • 6) Use GSM / 2G when not using intensive internet.
  • 7) Set manual downloads for images / video for various messaging app.
How can I unpair / pair bluetooth.
    • 1) Open the bluetooth on both phones
    • 2) Make bluetooth visible to other devices
    • 3) Serach the bluetooth and begin to match and pair.

To unpair, just turn off the bluetooth

Cannot receive files by bluetooth.
  • 1) Make sure phones are connected successfully by bluetooth, and they're close enough to each other
  • 2) Make sure phone still has enough space for the files.
  • 3) Make sure phone supports the format of the files
  • 4) Try to restore factory settings, but remember to back up important files
  • 5) Try to visit local Carlcare for further check.
The bluetooth shows paired but still can't connect

Make sure the bluetooths are paired in a correct way:

    • 1) Open the both bluetooth on both phones;
    • 2) Set bluetooth visible to other devices
    • 3) Serach other device and begin to match and pair
    • 4) After paired, start sending files.

Make sure the two phones are close enough to each other. If still not working, try to restore factory settings, but remember to back up important files. If problem remains, visit local Carlcare for further check.

It is not smooth when bluetooth plays music / The bluetooth phone call is abnormal.
  • 1) Close bluetooth, check whether the music/call plays normally. If so, then try to reset factory settings, but remember to back up the important files; Otherwise, the problem may come from the music file/network signal.
  • 2) Try other places with less disturbance to see whether the problem is caused by environment factors.
  • 3) Try to visit local Carlcare for further check
The bluetooth search equipment is less or cannot be found.
  • Make sure there is bluetooth equipment around and can be searched; check whether there is another phone or device is serching the bluetooth at the same time. If the above ways cannot solve the problem out, take the phone and go to enquire in the local Carlcare Service Center.
Cannot download / install / update apps in Google Play; Incompatible to the phone; couldn't download due to an error 921 or error retrieving; ERROR 491; Package file invalid.
  • 1) Check whether network runs in good condition.
  • 2) Make sure phone has enough space for the downloading, try to delete unnecessary files.
  • 3) Make sure phone has enough Ram for the downloading, try to clear cache before downloading
  • 4) Make sure you download from reliable sources, like Playstore
  • 5) Try to restore factory settings, but remember to take data backup; and then try to download again
  • 6) Try to visit local Carlcare for further check
Apps force close when running.
  • 1) Make sure the app is downloaded from reliable sources, always download from your Play Store.
  • 2) Try to re-download and re-install the app when phone's under strong and stable network.
  • 3) Check whether you missed any new update, or visit the nearest Carl care for software update.
App cannot be installed due to uncompatible to the phone.
  • 1) Re-download and re-install other version of the app.
  • 2) Make sure you have enough ram when downloading
  • 3) Consult local Carlcare about it
The phone turns off automatically when input phone number.
  • 1) Close all unnecessary application running in background.
  • 2) Remove Unused application from phone. Always update application with latest version.
  • 3) Make sure the contact between phone and battery is in good condition.
  • 4) Uninstall application after which phone started giving such symptom.
  • 5) Try to restore factory settings, but remember to back up important files
  • 6) Visit local Carlcare for further check
How to download Flashshare, facebook messenger, Play Store, Instagram App.
  • Generally, apps can be downloaded in your Play Store. And those that come with the phone can also be recovered by resetting factory settings or updating the phone in Carlcare Service Center, but remember to take data backup first.
Cannot log in whatsapp. It displays "set correct time and date"
  • 1) Make sure phone's under strong and stable network
  • 2) Uninstall Whatsapp, re-download and re-install it when phone has access to high speed network.
  • 3) Try to restore factory settings, but remember to back up important files.
  • 4) Try to visit local Carlcare for further check.
How to activate GPS.
  • Activate Location in notification bar, or go to Settings-Location--Activate GPS.
GPS is not working.
  • 1) Make sure GPS is on
  • 2) If phone's indoor, try it outdoor
  • 3) Try other places with better network, reboot the phone to try again
  • 4) Try to restore factory settings, but remember to back up important files first
  • 5) Try to visit the nearest Carlcare for further check
Camera is force to close and cannot take photos.
  • 1) Try to restore factory settings, but but remember to back up the important files
  • 2) Update phone system to the latest version
  • 3) Try to visit local Carlcare for further check
Cannot open office files.
  • Make sure there are office reading apps in the phone first and the files formats are correct
How to encrypt file / folder.
  • Download encrypted apps in Play Store. Like Encrypt File Free.
How to download pre-installed apps after restoring factory settings.
  • Generally, if you've restored factory settings, pre-installed apps will be recovered too. If not, you can then download them in Play Store
Where can I buy the games.
  • Check and buy in your play store or other android markets. However, most of the apps are free now.
How do I uninstall programs that I downloaded from Android market.
  • Settings--Apps--choose required one--uninstall;Or long press the app, and then remove it to the dustbin icon appearing in the top of the screen.
How may I use maps offline on my phone.
  • Download offline map when you have access to network
Cannot view videos using Youtube / in phone.
  • 1) Make sure phone has access to strong and stable network first.
  • 2) Make sure the videos are still valid, try other videos.
  • 3) Clear cache and try to play vidoes again.
Cannot login in Google email box.
  • 1) Make sure phone's covered by high speed network first
  • 2) Delete the e-mail account and log in again
Downloaded apps often lost after reboot the phone.
  • Restore factory settings, but remember to back up the important files. If the problem remains, try to visit local Carlcare for further check
Snapped pictures have abnormal colours
  • Go to Camera--settings--Restore defaults.
How to lock phone.
  • Go to Settings--security--screen lock--imput password and enable.
How to move the app to SD card.
  • Settings--Apps--Choose the app needed to be moved--Move to SD card; if there is no option of moving to SD card, then the app cannot be moved
Google Play Services is lost.
  • Download Google Play Services App again, in PlayStore or Google official website. Or try to restore factory settings, but remember to back up the important files.
The phone turn off automatically when installing avg antivirus.
  • Maybe the one you're installing is not compatible with your model, try to install other version of avg antivirus app.
How to close the apps running in the background.
  • The methods are different. In most models, you can long press menu button, or press multitask button to clear
How do I transfer files, such as songs and pictures from my phone SD card to PC.
  • Connect the phone with a computer by data cable, then copy the files to the computer
How to install computer driver.
  • Generally, you don't have to download a computer driver, it's in the phone already. If it doesn't pop up when you connect your phone to a computer, you can then try other ports, cables or phones of different systems. If all are not working, then you can try to visit the nearest Carlcare for further check.
Why does my phone model seems slow when exiting some Apps.
  • Maybe the app is too big, and the memory of the phone is not enough: Try to clear cache and clean the memory of phone, then try again.
How to install PDF reader.
  • Download it in your Play Store.
How come I can't uninstall some Apps on my mobile. What is the process of uninstall.
  • Apps that come with the phone cannot be uninstall. Others can be uninstalled by following steps: Settings--Apps--required app--uninstall. Or you can long press the app, and then remove it to the dustbin icon appearing in the top of the screen.
The phone says grammar mistake when installing apps.
  • Install another version of this app. Or try to restore factory settings, but remember to back up the important files, and then in stall it when phone's under strong and stable network
When uploadding pictures, the phone says "privacy control".
  • Restore factory settings, but remember to back up the important files.
Pictures taken by camera are blurry.
  • 1) Make sure you set the focus correctly.
  • 2) Check camera lens to see whether it’s dirty, clean it.
  • 3) Check the inside of camera to see whether there’s vapor. Visit the nearest Carlcare to clean it. Take important data backup before you go.
  • 4) Visit the nearest Carlcare for software check.
The game loading slow when running, and force closed.
  • 1) Make sure the game app is compatible with your phone model.
  • 2) Make sure you download the game app from reliable sources, like your Playstore
  • 3) Make sure phone has access to high speed network
  • 4) Download and install other version of the app
2go / Facebook cannot load pictures.
  • 1) Make sure the apps haven't forbidden pictures-loading in settings;
  • 2) Make sure network is good enough to load pictures.
How to unistall built-in apps.
  • Built-in apps cannot be uninstalled.
Newly installed apps cannot be shown in menu.
  • 1) Try to search it in Settings-Apps-All: if it's not there, then try to download again.
  • 2) Try to restore factory settings, but remember to back up the important files
  • 3) Try to visit local Carlcare for further check
Apps lost after remove the SD, and cannot be re-installed.
  • 1) Check whether apps are downloaded in SD card
  • 2) Check whether phone still has enough space for new apps. Try to release some space and then download again.
How to run the app in the background.
  • Exit the app by pressing the home button directly.
App starts by itself.
  • 1) Make sure apps are downloaded from reliable sources, like your PlayStore; Try to uninstall the app and re-install again
  • 2) Try to visit local Carlcare for further check
How to download apps to SD card.
  • You can set your SD card default storage, go to Settings--Storage and memory--Default write disk--SD card
When download apps, the phone shows that the memery is no enough.
  • Release space from phone memory, by deleting unnecessary files and apps; Or try to restore factory settings, but remember to back up important files. If it doesn't work, you can then try to visit local Carlcare for further check.
There is something wrong with the screen calibration.
  • Reset factory settings, but remember to back up important settings. If the problem still exists, take the phone and go to enquire the local Carlcare Service Center.
When installing inbult-apps of the phone , like applications or games, itel always displays that apk exist and the application not installed.
  • Try to insert the SD card, users can download applications which they want from Android Market.
What should I do if my contacts are not displayed in whatsapp.
  • 1) Make sure your security system has given Whatsapp the access to your contacts
  • 2) Make sure the person you want to Whatsapp is using Whatsapp too.
Cannot open PDF files and have tries several PDF readers.
  • Make sure phone has enough memory and running memory too. If it does, then you can try to restore factory settings, but remember to back up the important files. If factory reset doesn't work, then you can try to visit local Carlcare for further check.
The phone cannot be turned on after updating the system.
  • Make sure phone has enough power to come on first, try to charge it. If failed, then pls try to visit local Carlcare for further check.
The phone turns on / off by itself.
  • 1) Make sure the contact between phone and battery is in good condition.
  • 2) Uninstall application after which phone started giving such symptom.
  • 3) Try to restore factory settings, but remember to back up important files
  • 4) Visit local Carlcare for further check
Forget screen lock password / pattern / What is the password to unlock the phone.
  • You can try hard reset, but this will cause phone data loss: Turn off the phone-Press power button and volume down button at the same time for some seconds-Use volume buttons to choose clear eMMC-Press power button Or you can try to visit local Carlcare for help directly.
How to acquire PIN.
  • If it is the SIM PIN code, enquire your service provider. If it is the phone lock PIN, you can try 1234, 1122, 0000 first. If it doesn't work, you can then try to visit local Carlcare for help directly
The phone shows "no enough space and the space of message is full" although the phone and SIM still have space.
  • 1) Release phone memory by deleting unnecessary files and apps;
  • 2) Set the SD card as the default written disk
  • 3) Install a third party application to clean the phone, such as CCleaner.
The actual internal memory of the phone is not the same with what the advertisement said
  • Phone system and the pre-install apps will take up some of the internal memory.
The font of the phone becomes larger suddenly, and cannot be restored after restoring factory settings.
  • Reset the font again: Settings--Display--Font size. Then choose the size you like. If problem remains, try to visit local Carlcare for further check
How to update android system / ?How can I upgrade to Android Lollipop.
  • Whether your android system can be updated is decided by whether the new system is released. If it is, then you can update in your Settings-About phone-System update
The phone hangs all the time.
  • 1) Try to delete unnecessary files /apps and clear cache regularly.
  • 2) Avoid heavy games, videos and constantly long time use.
  • 3) Try to restore factory settings, but remember to back up important files first.
  • 4) update the phone to the latest system verion in Settings-About phone-System update
How to root.
  • It is better not to root the phone, since it would weaken the phone and cost its warranty
Cannot reboot after root the phone / Phone cannot reboot or power on.
  • visit local Carlcare for further check. However, phone will no longer be under warranty once rooted
How to recover the phone system.
  • Reset factory settings, but remember to back up the important files; if it doesn't work, then try to visit local Carlcare for further check
The phone blanked.
  • Try to reboot the phone first. If it doesn't work, try to visit local Carlcare for further check
The phone switches to silent mode automatically.
  • Restore factory settings, but remember to back up the important files. If it doesn't work, try to visit local Carlcare for further check
The default code of phone format.
  • 1234, 1122 or 0000.
How to setup the contact to blacklist.
  • Need to download a third-party software, such as Calls Blacklist.
The phone usually receives warning messages that needs to upgrade android launcher or else the phone will be locked.
  • Reset factory settings, but remember to back up the important files; if it doesn't work, then try to visit local Carlcare for further check
The Flashshare is not working after inserting SD card.
  • Restore factory settings, but remember to take data backup first; format the SD card, or try other SD cards
How to set lock screen's wallpaper.
  • You need to download a third-party app to help you set lock screen, such as Lock screen(live wallpaper).
The color of Message background is similar with the color of font, which effects the reading.
  • Try to change a theme with different colors
The phone has virus and cannot be solved by restoring factory settings or formatting SD card.
  • Try to download some anti-virus app; If it doesn't work, you can then try to visit local Carlcare for further check
Cannot turn off touch sound.
  • Go to Settings--Audio profiles--General--cancel Touch sounds.
Delete system files accidently after rooting the phone. Gallery, Google Play cannot run normally every since
  • Visit local Carlcare for further check direcly. However, once phone's rooted, warranty is no more valid
There is a row of letter and number shows on the top of the screen, one line will show up when the screen was touched.
  • The phone is into testing mode, just reset factory settings, but remember to back up important files first
Incidentally delete camera and other pre-installed apps after rooting, can they be returned back.
  • No, they can't be recovered. Try to visit local Carlcare for further check direcly. However, once phone's rooted, warranty is no more valid
How to download language packs of other language.
  • Download the language packs in PalyStore or other Android Market.
Background light cant go off.
  • Go to Setting--Display--Sleep to reduce background light minutes.
Phone cannot use music as ringing tone.
  • Go to Setting--Sounds&notifications--General--voice call ringtone--more ringtons--select choice of music.
Phone shows invalid IMEI.
  • Visit local Carlcare to rewrite the IMEI
How to set screen background picture.
  • Go to Settings--Wallpaper--choose your preferred picture--save.
Phone switching off and on itself regularly
  • Go to Settings--schedule power off and on to see whether you've on it. If so, cancel it, otherwise, try to visit local Carlcare for further check.
Warning icon shows in the notification bar oftenly.
  • Reset factory settings, but remember to back up the important files. If it doesn't work, try to visit local Carlcare for further check
How do I perform clean boot / restore factory setting on my mobile.
  • Settings--Backup&reset--Factory data reset--Reset phone.
How to find your model Number / IMEI number.
  • 1. Check the IMEI lable directly
  • 2. Check by inserting*#06#;
  • 3. Check in Settings--About phone
How can I change my IMEI number of my phone.
  • It cannot be changed, but can be checked by inserting *#06#.
Phone power off automatically when calling.
  • 1) Make sure the phone has enough power first, and you're not running too many apps in the background when calling.
  • 2) Try to restore factory settings, but remember to back up the important files
  • 3) Visit local Carlcare for further check
How to add ROM.
  • ROM cannot be added.
Phone does not ring or vibrate when there is new messages / calls.
  • 1) Make sure the phone is not in silent mode
  • 2) Go to Settings-Sounds&notifications-General to see whether you've activated vibrate and ringing
  • 3) Try to restore factory settings, but remember to back up the important files.
  • 4) If problem remains, try to visit local Carlcare for further check"
Server error, cannot set time and date.
  • Reset factory settings, but remember to back up the important files. If it doesn't work, try to visit local Carlcare for further check
The living wallpaper does not display.
  • Download and user other wallpapers; if all not working, try to visit local Carlcare for further check
Phone go back to home page automatically.
  • Try to visit local Carlcare for further check directly
After flashing the phone, the phone cannot enter into the factory mode.
  • Try to visit local Carlcare for further check directly
Battery low and the phone power off automatically. Then it cannot be turn on again.
  • Try to on it again after charging. If still can't on, try to visit local Carlcare for further check directly
Phone hangs suddenly and makes loud noises.
  • Reboot the phone; restore factory settings, but remember to back up the important files; If problem remains, try to visit local Carlcare for further check
Why am unable to switch on my phone.
  • Make sure phone has enough power and check whether the battery is in good condition. If nothing's wrong with power or battery, then you can try to visit local Carlcare for further check
What operating system do the model runs on.
  • Refer to the product specification
How to adjust screen brightness.
  • Go to Settings--Display-Brightness level.
How do I check current updates, drivers, OS for my mobile.
  • Go toSettings--About phone.
How to view slideshow with moods.
  • Install the third-party app, such as Microsoft PowerPoint.
How to setup screen lock option.
  • Go to Settings--Security--Screen lock.
How to put on power saving mode.
  • Go to Settins--Battery, and then choose the powe saving mode.
How to change ring tone for SIM1 and SIM2.
  • Go to Settings--Sound&notification--General--phone ringtone.
How can I see calendar list view.
  • Open Calendar app and check
How can I send contact information or a Vcard via SMS text message.
  • Go to Contact--choose the one you want to send--share--SMS.
How to turn off dial sound.
  • Go to Settings--Sounds&notifications--General--turn off Dial pad touch tones.
The phone always says “process. Com. google. process. gapps”lost、“google. service. framework”and “Google Play”force stopped.
  • 1) Update phone system to the latest version
  • 2) Restore factory settings, but remember to back up the important files
  • 3) If problem remains, try to visit local Carlcare for further check
How does phone make screenshot.
  • Generally, you can press power button and volume down button at the same time to make screenshot; Or for some models, there's a screenshot option in the notification bar
Screen cannot rotate automatically.
  • 1) Make sure you've activated auto-rotate first, go to Settings--Display--Auto--rotate screen
  • 2) If you did, but still can't auto-rotate, then try to restore factory settings, but remember to back up important files first. Or try to visit local Carlcare for further check directly
Cannot connect to the mobile hotspot
  • 1) Make sure the hotspot signal is valid and strong
  • 2) Make sure your phone is close enough to the hotsopt signal
  • 3) Make sure you entered correct password
  • 4) Try to disconnect and then connect again
How to activate Hotspot
  • Make sure the phone has Tethering&portable hotspot first, go to Settings--Tethering&portable hotspot--wifi hotspot--set up wifi hotspot --set password
Phone shows "input the privacy protection password"
  • Phone shows it because the phone has activated anti-theft before, and you can use the emergency number to unlock it: Insert a sim card, your emergency number will then receive a message containing some codes, which you can use to unlock your phone. If you can't remember your emergency number either, you can try to visit local Carlcare for help
It's very slow loading contacts from SIM card, sometimes it takes two hours. Most of the time, cannot load contacts from SIM card.
  • 1) Try to update phone system to the latest version first.
  • 2) Try to reset factory settings, but remember to back up the important files
  • 3) Try to visit local Carlcare for further check
Cannot download pictures or video from social platform, and it displays " KitKat's policy prohibits it" when deleting things from SD card.
  • Try to format SD card. If it doesn't work, try to visit local Carlcare directly
All pictures, music and video stop automatically, and after a while, they are automatically deleted.
  • 1) Try to reset factory settings, but remember to back up the important files
  • 2) Try to visit local Carlcare for further check
Cannot open videos downloaded from Internet or transfered from Flashshare; cannot display all the pictures in phone, and phone reminds that "can't create thumbnail"
  • 1) Make sure phone has enough space and has access to strong and stable network
  • 2) Try to reset factory settings, but remember to back up the important files
  • 3) Try to visit local Carlcare for further check
How to add and remove an account in Android.
  • To add: Go to Settings--Accounts--Add Account, add an account, such as Google/Facebook/Exchange; To remove: Go to Settings-Accounts, select account that you need to remove--Option--Remove account.
In what situations one can factory to reset his Android phone
  • 1) Phone not responding;
  • 2) Phone automatically Restarting;
  • 3) Erratic behavior of phone;
  • 4) Battery backup or charging issues;
  • 5) Apps not working;
  • 6) Deleted any pre-installed apps by mistake;
  • 7) Erased customer data & settings;
  • 8) To remove a account.
How to connect devices via USB Tethering.
  • 1) Use the USB cable to connect your phone to your PC;
  • 2) Go to phone Settings--Wireless& Network--More--Tethering & Portable Hotspot--Select USB tethering;
  • 3) After driver installed, your phone will be connected to the Internet automatically.
How to connect your Device as a USB Mass Storage.
  • 1) Use the USB cable to connect your phone to your PC;
  • 2) Select USB Storage and then continue;
  • 3) After driver installed, your phone can be used as mass storage
How to Select Data Mode (Auto or GSM or WCDMA).
  • Go to Setting--More--Cellular networks; and select mode as per your need from GSM/WCDMA (Auto mode)/WCDMA only/GSM Only.
Battery dried out fast / Overheated
  • 1) Clear cache regularly
  • 2) Turn off not in use application like Wi-Fi, Location, High brightness display.
  • 3) Avoid using phone while charging.
  • 4) Use power saving mode for normal usage time.
  • 5) Use phone in GSM mode while traveling or when not using exclusively on internet.
  • 6) High graphic game / live wallpaper / auto sync in mail cause high battery consumption.
Screen / loudspeaker / earphone / camera / charger etc. malfunction or damaged
  • Visit local Carlcare for further check directly
Phone says " battery overcurrent, remove battery" when charging.
  • Visit local Carlcare for further check directly
Phone says only 8% battery left after fully charged the phone.
  • 1) Make sure you're using the original charger, try other original charger to see whether problem comes from your charger
  • 2) Check your charging port to see whether it's get stuck by dirt or other foreign objectives
  • 3) If nothing's wrong with the charging or the port, then try to visit local Carlcare for further check.
Phone white screen / black screen after inflowing to water.
  • Visit local Carlcare for further check immediately
Phone cannot quit earphone mode.
  • 1) Try to reboot the phone
  • 2) Try to reset factory settings, but remember to back up the important files
  • 3) Try to visit local Carlcare for further check
LED light does not work when there are unread messages.
  • Make sure phone has LED notification function for unread messages and missed calls, most of phones have cancelled this function. If it does, but not functioning, you can then try to reboot your phone, restore factory settings, but remember to take data backup first. If it doesn't work, then you can try to visit local Carlcare for further check
Earpiece not working.
  • Try to dial a call, and during this process, increase your volume. If it doesn't work, you can try to visit local Carlcare for further check
Screen jumps or blink automatically.
  • restore factory settings, but remember to take data backup first. If it doesn't work, then you can try to visit local Carlcare for further check
Buttons are not working
  • Visit local Carlcare for further check
Where is the slot postion of the phone.
  • Refer to product specification.
It takes a long time to charge the phone.
  • 1) Make sure you're using the original charger, try other original charger to see whether problem comes from your charger
  • 2) Check your charging port to see whether it's get stuck by dirt or other foreign objectives
  • 3) If nothing's wrong with the charging or the port, then try to visit local Carlcare for further check.
The phone says “battery overcharge” when charging.
  • Visit local Carlcare for further check
Touchpad is not working properly.
  • Check whether the touch screen is dirty or try to remove your screen protector. If it doesn't work, then try to visit local Carlcare for further check
Proximity sensor goes wrong.
  • 1) Check whether the proximity sensor was blocked by dirt, clean the whole screen
  • 2) Try to remove your screen protector
  • 3) If it's not dirt or screen protector, then try to visit local Carlcare for further check
The camera was broken and stop working.
  • Visit local Carlcare for help directly
Camera takes long time to take a picture.
  • Maybe the auto-focusing delay the process, you can try a manual focusing
How to extend and maximize battery life.
  • 1) Avoid overcharging or overusing the phone.
  • 2) Avoid using the phone when charging.
  • 3) Avoid using the phone at high/extreme low temperature
  • 4) Avoid always leaving your phone in low electricity condition
  • 5) Always use the original charger.
Unable to capture image from camera. Not able to do video.
  • Reboot the phone or reset factory settings, but remember to back up the important files. If problem remains, try to visit local Carlcare for further check
Hands free is not working.
  • Make sure the hands free is good. unplug the earphone and then plug again, and try other earphones. If it's sure the problem of your phone, then try to visit local Carlcare for further check
The rear camera cannot take picture.
  • Try to reset factory setting, but remember to back up the important files; if it doesn't work, visit local Carlcare for further check
How to recover the lost data of SD card.
  • It cannot be recovered
Flash doesn't work when taking pictures or using flashlight.
  • 1) Make sure you've on flashlight when taking pictures
  • 2) Make sure flashlight is not occupied by other apps, try to clear cache or reboot the phone.
  • 3) Try to restore factory settings, but remember to back up important files
  • 4) If still no flashlight, then try to visit local Carlcare for further check
Why I am unable to switch on my phone.
  • 1) Make sure phone has enough power to come on, try to charge it
  • 2) Check whether there's dirt or other foreign objectives in the charging port
  • 3) Try to visit local Carlcare for further check.
Why phone is not getting charged.
  • 1) Make sure you're using the original charger, try other original chargers to see whether problem comes from the charger
  • 2) Clean the charging port
  • 3) Try to visit local Carlcare for further check
How to repair the phone. How long and how much to repair the phone.
  • Consult local Carlcare Service Center directly for the details.
Cannot find the reciept, how to check whether the phone is under the warranty
  • Carlcare Service Center will judge whether it's still under warranty
Needs software package to upgrade system.
  • Vist local Carlcare Service Center directly for software update, we don't offer software package.
How to purchase accessories.
  • Enquire local Carlcare or phone/accessory stores
If repair the phone in Carlcare Service Center, what is needed to carry.
  • Generally, you need to carry your phone box and the invoice
The phone is lost, can it be tracked back.
  • If the phone has installed security apps and activated anti-theft function, then you can try to track it back using the anti-theft methods. Carlcare Service Center is unable track lost phones
How can the phone be swapped.
  • Generally, phones cannot be swapped in Carlcare Service Center.
Whether Carlcare Service Center works on Weekends / The operating time of Carlcare Service Center.
  • Refer to the working time information in the Carlcare app in your phone
What are the address and hotline of Carlcare Service Center.
  • Refer to the latest contact information in the Carlcare app in your phone
Want to know whether the phone has been repaired / ?How to track repair status.
  • 1)check the warranty label;
  • 2)Enquire local Carlcare directly
Price of phones / accessory.
  • Go to enquire local retailers/phone stores
What comes inside the box.
  • Generally, sales package box contains charger, data cable, battery, manual(or digital manual) and earphone. For more specific models, refer to product specification or local phone stores
Accessories / spare parts price of repairing phone is too high.
  • The accessories and spare parts are imported from original manufactures, they're of high quality. For more details, consult local Carlcare directly
Where can I download the Manual.
  • No need to download, there's paper or digital mannuel comes with the phone
Is my phone model really waterproof. Can I take underwater pictures with it.
  • There is no Waterproof so far
Does Model have Corning Gorilla Glass Protection.
  • Refer to product specification
How to become a retailer.
  • Consult local agent directly
Will using a 4G handset increase my exposure to radio frequency.
  • 4G phone operating frequency is very high, the transmitting power is very small, it will not pose radiation on the human body
How to distinguish copy or fake phones.
  • Go to: gc.carlcare.com and enter your IMEI&VC, Or sign up with Carlcare app to check. Dial *#06# to check IMEI and find VC number by removing the battery