Home > Device Support > FAQs & More

Troubleshoot when your Alcatel ONETOUCH Elevate slows, freezes, or turns off unexpectedly

This article helps troubleshoot your Alcatel ONETOUCH Elevate slowing, freezing, or turning off unexpectedly

You may have performance issues if your Alcatel ONETOUCH Elevate™:

  • Performs slowly
  • Freezes
  • Turns off or unexpectedly restarts
  • Displays error messages
  • Is unable to install or update applications

Try each of these steps to see if it helps improve your phone's performance.

  1. Safely remove your SD card.

    1. From the home screen, tap the All Apps icon.
    2. Scroll to and tap Settings.
    3. Scroll to and tap Storage.
    4. Scroll to and tap Unmount SD card.
    5. Tap OK.
    6. Remove the battery caver.
    7. Remove the SD card.
    8. Replace the battery cover.
  2. Perform a soft reset.

    A soft reset restarts your phone and does not erase any of your content or data.

    1. Press and hold the Power button.
    2. Hold it for approximately 10 seconds, until the screen goes blank and the Alcatel splash screen appears.
    3. Release the Power button.
  3. Use Boost Zone to verify if your phone has low memory.

    1. From the home screen, tap Boost Zone.
    2. Swipe to the left to open Device Diagnostics.
    3. Tap Storage.
    4. Refer to Available in the Overview section to determine if your phone has low memory.
  4. Clear application cache.

    • Clear the application cache on your applications to free up space and improve performance.
    • Be sure you clear only the application cache and not the application data.
    • When you clear the application data, it removes your personal settings and info such as login information and high scores.
    • Clearing the application cache doesn't remove your personal settings or information.
    1. From the home screen, tap Boost Zone.
    2. Swipe to the left to open Device Diagnostics.
    3. Tap Power Usage.
    4. Tap Battery Usage.
    5. Tap an application.
    6. Tap APP INFO.
    7. Tap CLEAR CACHE.
  5. Close or uninstall applications.

    • Some apps run in the background when you are not using them.
    • Also, some apps consume more energy than others.
    • Some apps come pre-loaded on your phone and you can't uninstall them.
    1. From the home screen, tap Boost Zone.
    2. Swipe to the left to open Device Diagnostics.
    3. Tap Power Usage.
    4. Tap Battery Usage.
    5. Tap the application you want to close or uninstall.
      • Close (turn off) an application: Tap FORCE STOP.
      • Uninstall (remove from phone) an application: Tap APP INFO, UNINSTALL, and then OK.
  6. Verify that your Alcatel ONETOUCH Elevate is running the most recent software.

    1. From the home screen, tap Boost Zone.
    2. Swipe to the left to open Device Diagnostics.
    3. Tap System Updates.
    4. Tap Device Software.
      • If prompted to select how to complete this action, choose System updates - JUST ONCE, not Google Play services.
    5. Tap the Refresh icon.
      • If an update is available, follow the prompts to install.

If you're still having issues, contact Boost Customer Care.