FAQ
Browse the FAQs below to find quick answers to your questions and if you don’t find the answer, please tell us.
Why does App Toolbox show ‘Please check your internet connection’?
As of May 2020, the App Toolbox application on some legacy Cat phones products – labelled as ‘Apps’ on devices, with a yellow icon – has been discontinued. This has resulted in a ‘Please check your internet connection’ message appearing when the app is started.
We recommend that you remove the app from your device home screen if it remains present there. To do this, tap and hold on the icon, and drag it to the ‘X REMOVE’ label at the top of the screen. Remove your finger to drop the app, and it will be removed from the home screen.
The app itself is small and its discontinuation will not impact the performance of your device. However, if you’d like to remove the icon, you may be able to Disable the app. To do this, go to the Android Settings app on your device. Go to the ‘Apps’ menu, then locate and tap on the app called ‘Apps’ listed under ‘All’. Now select ‘Force Stop’ followed by ‘Disable’.
On some devices, it may not be possible to Disable the app, due to its integration into the Android operating system. In this case, please just ignore the ‘Apps’ icon.
How do I take a screen shot on the device?
1. Migrate to the screen that you want to capture
2. Whilst on the screen press both the Power button and Volume down button for approx. 2 seconds
How do I resolve when Poor Sound Quality is experienced?
There are a number of contributing factors which can affect the audio performance of your device for example:
- If the handset has been subject to immersion in water then the microphone and speaker will need to dry out for them to resume to normal functionality.
- If the incoming call has been routed long distance and is being routed through a number of service providers telecoms infrastructure.
- Technical performance between handset manufacturers, this can be software or hardware related.
- The environment the handset is used in, especially where there is background noise, typically traffic in a busy city environment or large shopping malls and airports.
All handset manufacturers must design equipment to work within very rigorous standards set by organisations like the European Union. These are normally safety based so that you do not suffer from hearing problems with extended use.
All Cat products meet these safety standards and hence are CE marked as an assurance that we comply with these standards and our audio levels are within safe limits.
What should I do when experiencing Reception Issues?
1.Poor quality of calls: Please check if the volume of the device is adjusted to an acceptable comfortable level
2.When the device is used in the areas with poor signal, e.g. near tall buildings or in basements, the call quality may be affected adversely
3.When this device is used in a high call intensity period, like rush hour, call failure may be caused by network congestion
4.Standby time is reduced, Standby time is related to the system setting of network, it may be that the phone is used in an area with poor signal
Where there is poor signal, the phone will constantly attempt to communicate by searching for base station signal and battery will lose charge quicker, hence the standby time is reduced
What do I need to do if “Enter PUK code” is displayed?
1. Following three consecutive failures to input the correct SIM card PIN code, the PIN code will be blocked and the request for the PUK code will be displayed
2. Before attempting to input the PUK code ensure that you have the correct code provided by Network provider
3. After ten unsuccessful attempts to input the PUK code, the SIM card will be permanently disabled
4. Once the SIM card is permanently disabled you will need to contact relevant body to purchase a New SIM card
What do I do if “Emergency Call only” is displayed on your Home screen?
1. This will be displayed if there are issues with the SIM card
2. Additionally if you are in an area not covered by your Network Provider
What should I do if the device displays message “No Service”?
1. This may be displayed if you are in an area that is not covered by your Network provider, or if you are in an area of poor reception for example an enclosed area
2. No service will be displayed on your screen until the situation is resolved by relocating to an area of service
3. If this problem persists when in a known good service location, contact your Network provider to ensure there are no restrictions on service or your SIM services
What does the Message please Insert SIM card indicate?
1. Make sure that you have correctly inserted the SIM card – The SIM card port cover has an illustration of the required SIM card orientation
IMPORTANT NOTE – Do not insert the SD card to the SIM slot this may damage the SIM card reader contacts and the SIM card will not be able to be read. The device will need to be returned to the Service centre
2. If correctly fitted and the message is still displayed, please clean the contacts of the SIM card using a dry cloth
3. If still not being recognised please call your Network provider to ensure the SIM card has been enabled or to check if they have any further instructions
How is Caller ID enabled/disabled on this device?
1. Go to the phone menu and select settings
2. In this screen scroll down until reaching “GSM Call settings” and select “Additional Settings”
3. There are two options in this screen “Caller ID” and “Call waiting”. Select Caller ID, a pop up window will appear with three options, “Network default” select this if you are aware of what the default of the Network is and if that is what you require
4. “Hide number”, check this is not set as this will prevent the caller ID being displayed at the receiving device
5. “Show Number”, select this to ensure Caller ID is displayed at the receiving device
Why do Calls to this device get picked up by other devices?
1. Go to the phone menu and select settings.
2. In this screen scroll down until reaching “GSM Call settings” and select “Call Forwarding”
3. Check if the “Always forward” option is enabled, if this is the case disable. In this screen there are three further options “forward when busy”, “Forward when unanswered” and “Forward when unreachable”
4. Enable/Disable the functionality you desire
Why does the Device not make certain calls?
During use the device will not make calls for example to International numbers, Check if Fixed Dialling Numbers (FDN) is enabled:
1. Go to the phone menu and select settings
2. Select Fixed Dialling Numbers (FDN)
3. In this screen you can enable/Disable FDN, you will need to know the PIN2 code. You can also manage the list of FDN from this page
How can I back up data to an external storage device?
On your Cat S50 device:
1. Go to the settings menu.
2. Select “Storage” option, select “USB computer connection”, ensure that Media (MTP) is selected.
Now connect the Cat S50 device to your external storage drive via USB:
On the PC:
1. Click start
2. Select computer, and then select the Cat S50 from the portable devices list
3. Select internal storage
4. Navigate to the desired folder on the Cat S50
5. Click and hold or highlight the files that you wish to back-up and then drag them into the “Destination Folder” on the storage device.
How do I Clear the cache and browser History?
1. Go to “Chrome” menu
2. Select the Menu and then settings
3. Select “Privacy” option
4. At the bottom of the screen is the message “Clear Browsing data” select
5. Select the cache, browsing history and other to be cleared
How do I copy contacts from the SIM card to the Device?
1. Go to the “People” menu
2. Select People, select Menu and then select “Import/Export”
3. Select “Manage SIM card” contacts
4. Select “Menu” and then “Import all”
How can I transfer data to another device via Bluetooth (for example an image)?
1. Go to Gallery menu
2. Select the folder that contains the file that you wish to transfer
3. Select the image that you intend to forward, select icon at the top of the page, select Bluetooth
4. Select the device to send to and send
How do I pair to another Bluetooth device?
1. Go to Settings menu
2. Beneath the Wireless and Networks settings you can see the Bluetooth button.
3. Then select Bluetooth by tapping on Bluetooth
4. At the bottom of this screen select “Search for Devices”
5. Select the device you wish to connect to in the list displayed
6. Confirm the passkey shown on your device and the device you want to pair with is the same and then select “Pair”
How do enable/disable Bluetooth and connect Bluetooth tethering?
Note: Bluetooth tethering is subject to being included in your data package with your Network Operator.
On the device:
1. Go to the settings menu and enable/disable. In this case, enable
2. Select “More”
3. Select “Tethering and Portable Hotspot”
4. Select “Bluetooth tethering”, return to the previous screen and then return once more to settings window
5. Select Bluetooth to make your device discoverable
Next steps:
1. On your PC/Lap top search for Bluetooth devices
2. Select your device and connect to it
3. Once your device is connected and the drivers are successfully installed, click on your device from the list of connected devices. Tethering complete
How do I turn On/Off predictive text?
1. Go to Settings menu
2. Scroll down and select “Language & Input”
3. Select the settings Icon to the right of the “Google Keyboard” option
4. Scroll down and select “Text Correction” then select the level of correction that you require
How do I customise the Notifications, sound and vibration for incoming messages?
1. Launch the Messaging app
2. Within the app bring up the Settings menu
3. Scroll down to “Notifications” section
4. Next to “Notifications” tick to enable/disable notifications
5. Select the “Sound” menu to select required ringtone
6. Next to “Vibrate” tick to enable/disable vibration for incoming messages
How do I enable/disable delivery report and read report for messages?
1. Launch the Messaging app
2. Within the app bring up the Settings menu
3. Scroll down to “Text (SMS) messages” section
4. Next to “Delivery reports” tick to enable/disable delivery reports for SMS
Note: read reports are not available for SMS messages
5. Scroll down to “Multimedia (MMS) Messages” section
6. Next to “Read reports” and “Delivery reports” tick to enable/disable read and delivery reports for MMS
How do I change the default SMS app?
1. Go to Settings menu
2. In the Wireless & Networks section tap “More”
3. On the next screen select “Default SMS app”
4. A popup window will appear, where you can change the default SMS app
5. Note: the selected app will manage, receive and send all your text messages
How do I carry out a Factory reset on the device?
Note: Before performing this activity ensure you have backed up and secured your data.
1. Go to settings menu
2. Select Backup & Reset, select “Factory data reset”
3. Select “Reset phone”, and “Erase everything”
4. The device will then reboot
How do I know there is a device update available, how do I check I have the latest SW?
NOTE: When a new Firmware/Software is available, notifications are sent out to all Cat S50 devices.
On the home screen an Icon will show in the notification panel. When the icon appears you can drag down the notification panel and select.
To manually update:
1. Go to settings menu
2. Scroll to the bottom of this screen, and select “About phone”
3. Select the “System updates” option
4. Select the “Yes” option
5. The device will check the battery charge level and may ask you to further charge
How do I resolve when Poor Sound Quality is experienced following immersion in water?
1. If the handset has been subject to immersion in water then the microphone and speaker will need to dry out for them to resume to normal functionality.
2. Place the device in an area where the microphone and speaker can dry out.
How do I perform a reset, when my screen is blank?
1. The device has an embedded battery that can only be accessed by authorised personnel.
2. To perform a reset Press & hold Volume up key and Power key for 10 – 20 sec or until the device responds, the phone will reboot.
3. Device should now charge and perform as expected.
How do I find my IMEI Number?
1. This can be found on the outside of the box that you received your phone in and makes up part of the Approval’s label.
2. If the box is not available, type into the device via the keyboard*#06# a pop up box will show the device IMEI.
3. Select Settings and then About phone and then Status, you will now have the option to select IMEI information.