FAQ

Go to FAQ for tablets

Go to FAQ for notebooks

Go to FAQ for TVs

Go to FAQ for smartphones

Tablet

Broken screen?

The warranty of your product does not cover broken screens incidents. However, you can contact our after-sales team for a price quotation.

My device won’t turn on.

Press the power button for 10 seconds. If this does not work, make sure that your device has enough battery by letting it charge for 2 hours and process to the first step.

Tactile is not working well/at all.

• Remove the protective film; it may interfere with the sensors.
• Avoid using the product while charging.
• If your device has been subject to a hit (fall, knock, intense pressure) causing the tactile to malfunction, contact our after-sales service.

Your device may require a reset (return to factory-set parameters).  

Warning, this manipulation will erase all the data stored in your device (files, applications, etc.). This action is irreversible.

Wi-Fi is not working.

• I can’t see my network 

Make sure the Wi-Fi on your device is turned on : parameters > Wi-Fi

• The Wi-Fi is activated, but nothing appears.

Make sure you are sufficiently close to your Wi-Fi modem as it generally works within a 10 meters radius, in an open space. 

• I can see my network, but I am not connected. 

Check your login and password, it may be due to a typing mistake. 

A graphic appears when I touch my screen.

Disable the option “Cursor position” in your device’s parameters: Parameters > Option for developers.

Screen is shaking

The software of your device encounters a problem, please contact our after-sales service.

The device is abnormally hot.

Your device may be overheating. Please contact our after-sales service.

One or several keys remain pressed.

Please contact our after-sales service.

The device is stuck during the starting process. 

Your device may require a reset (return to factory-set parameters). 

Warning, this manipulation will erase all the data stored in your device (files, applications, etc.). This action is irreversible.

If the manipulation does not solve your problem, please contact our after-sales service.

The autonomy of my device is scarce.

Turn off your device, let it recharge for at least 2 hours and try again. Do not use the product while charging. If the problem is not solved, contact the after-sales service.

My physical keyboard does not work

Charge the keyboard for at least 2 hours with the power cord of the tablet. Do not use the product while charging.

The volume of my device is scarce 

Turn the volume up with the “volume +/-“ button on the side of the device or in the parameters > audio > volume to set it as you want. If this does not work, contact the after-sales service.

I have forgotten my password and can’t unlock my device anymore.

Your device may require a reset (return to factory-set parameters). 

Warning, this manipulation will erase all the data stored in your device (files, applications, etc.). This action is irreversible.

The screen does not rotate with my device.

Please check your parameters > screen > screen rotation.

I can’t manage to take a picture of what’s behind my device.

If your product does not have a rear facing camera, you will only be able to take picture with the front camera.

The USB charge isn’t working.

Please use the USB cable provided with your device and connect it to an electrical plug, not to a computer.

GPS feature

Activate the GPS sensor of your device.

My product won’t charge. 

Please use the original charger provided with your device. If it does not work, you may try using another similar charger (same electrical characteristics). If this does not work, please contact the after-sales service. 

My pictures are blurry.

Clean your camera lens with a clean and soft cloth. If the problem is not solved, please contact the after-sales team.

How can I connect my tablet to my TV via a HDMI cable?

Make sure that your cable and devices are compatible. Your devices should automatically be  paired.

The audio of my earphones is bad.

Please use a device that does not have a built-in microphone.

My tablet does not recognize the SD card.

Make sure the format of the SD card is compatible with your device.

My device can’t read my videos.

Make sure the format of your videos is compatible with your device. Please refer to the user manual for more information.

Apps crash.

Some applications may not be compatible with your device.

Where can I find the SIM card slot or SD card slot on my 3G/4G tablet?

If your device has a removable case, remove it and use the slots as marked with the appropriate pictograms.  

Notebook

Broken screen?

The warranty of your product does not cover broken screens incidents. However, you can contact our after-sales team for a price quotation.

Wi-Fi is not working.

• I can’t see my network 

Make sure the Wi-Fi on your device is turned on : parameters > Wi-Fi

• The Wi-Fi is activated, but nothing appears.

Make sure you are sufficiently close to your Wi-Fi modem as it generally works within a 10 meters radius, in an open space. 

• I can see my network, but I am not connected. 

Check your login and password; it may be due to a typing mistake. 

The device is abnormally hot.

Your device may be overheating. Please contact our after-sales service.

The autonomy of my device is scarce.

Turn off your device, let it recharge for at least 2 hours and try again. Do not use the product while charging. If the problem is not solved, contact the after-sales service.

My product won’t charge.

Please use the original charger provided with your device. If it does not work, you may try using another similar charger (same electrical characteristics). If this does not work, please contact the after-sales service. 

My pictures are blurry.

Clean your camera lens with a clean and soft cloth. If the problem is not solved, please contact the after-sales team.

The audio of my earphones is bad.

Please use a device that does not have a built-in microphone.

My device can’t read my videos.

Make sure the format of your videos is compatible with your device. Please refer to the user manual for more information.

TV

My TV does not display any image when I connect a device via HDMI.

Make sure to select the right input mode, your TV should be set on HDMI. If this does not work, please contact the after-sales service.

Smartphone

Broken screen?

The warranty of your product does not cover broken screens incidents. However, you can contact our after-sales team for a price quotation.

Tactile is not working well/at all.

• Remove the protective film; it may interfere with the sensors.
• Avoid using the product while charging.
• • If your device has been subject to a hit (fall, knock, intense pressure) causing the tactile to malfunction, contact our after-sales service.

Your device may require a reset (return to factory-set parameters). 

Warning, this manipulation will erase all the data stored in your device (files, applications, etc.). This action is irreversible.

Wi-Fi is not working.

• I can’t see my network 

Make sure the Wi-Fi on your device is turned on : parameters > Wi-Fi

• The Wi-Fi is activated, but nothing appears.

Make sure you are sufficiently close to your Wi-Fi modem as it generally works within a 10 meters radius, in an open space. 

• I can see my network, but I am not connected. 

Check your login and password; it may be due to a typing mistake. 

A graphic appears when I touch my screen.

Disable the option “Cursor position” in your device’s parameters: Parameters > Option for developers.

My contacts can’t hear me.

Make sure to speak near the microphone.

How can I turn the 3G/4G mobile network on?

Make sure your device is compatible with 3G or 4G mobile networks. Turn the 3G or 4G mobile network in your parameters > network.

The volume of my device is scarce 

Turn the volume up with the “volume +/-“ button on the side of the device or in the parameters > audio > volume to set it as you want. If this does not work, contact the after-sales service.

The volume of my device is scarce.

Turn off your device, let it recharge for at least 2 hours and try again. Do not use the product while charging. If the problem is not solved, contact the after-sales service.

One of several physical keys stay(s) remain pressed.

Please contact our after-sales service.

GPS feature

Activate the GPS sensor of your device.

I have forgotten my password and can’t unlock my device anymore.

Your device may require a reset (return to factory-set parameters). 

Warning, this manipulation will erase all the data stored in your device (files, applications, etc.). This action is irreversible.

The screen does not rotate with my device.

Please check your parameters > screen > screen rotation.

The USB charge isn’t working.

Please use the USB cable provided with your device and connect it to an electrical plug, not to a computer.

My product won’t charge.

Please use the original charger provided with your device. If it does not work, you may try using another similar charger (same electrical characteristics). If this does not work, please contact the after-sales service. 

My pictures are blurry.

Clean your camera lens with a clean and soft cloth. If the problem is not solved, please contact the after-sales team.

My device can’t read my videos.

Make sure the format of your videos is compatible with your device. Please refer to the user manual for more information.

Apps crash.

Some applications may not be compatible with your device.

My device does not recognize my SIM card

• Clean the SIM card with a dry, clean and soft cloth.
• Make sure the SIM card is compatible and is perfectly positioned.
• If the problem is not solved, please contact our after-sales service.

My screen turns off when calling.

Remove the protective screen film; it may have some effect on the tactile feature. You can also set a longer timer before the screen turns off.