Hi Malkav_Garcia,

I'm sorry to hear that you are having issues with your Firefox OS device. Your model is the Alcatel OneTouch Fire, correct?

After reading the information provided about your issue I suggest a soft reset of the phone.

1. Take the back cover of the phone off.
2. Take the battery out.
3. Take the SIM card and microSD card out (if applicable).
4. Wait 10 seconds.
5. Put the SIM card and microSD card back in (if applicable).
6. Put the battery back in.
7. Put the back cover back on.
8. Turn the device on.
9. Check if the issue you were having is still present.

Please report back to us if this solved your problem!

If the problem persists, please reply to this message with the following information:

• What is the OS version and Build ID found in the Device Information page? Please visit this link if you need help finding the Build ID of your phone.
• Please provide the exact steps to reproduce the issue you are encountering.
• How often do you encounter this issue?
• If you remove the SD card, does the problem still occur?

Please be sure to include as much detail as possible, including any websites that may exhibit this issue, and any error messages that you may be receiving, exactly as they appear. This will ensure that we will have all the information needed to investigate into this. Thank you for your help and we look forward to hearing from you!

Thanks,

- Ralph

Hi Ralph,

Unfortunately the soft reset didnt solve the problem.

My phone is Alcatel One Touch Fire The OS version is 1.3

The problem appears every time i open the music player. Others music apps works fine, is just the default music player.

Because is a problem with the music player, i cant verify if the problem persist when i remove the SD card. It just inform that there is no music to play.

Thx for your assistance.

Hi Malkav_Garcia,

Are you still experiencing this issue?

If so, please attempt to backup all the data in your SD card, then proceed to format and then copy all the files back to the SD card.

If you continue to have issues with the music application, please attempt to do a factory reset on your device.

Warning: Resetting your phone will delete all data stored on the device, including apps, calendar data, email accounts, and settings.

To reset the device, follow these instructions:

1. Open the Settings application.
2. Tap on the Device Information button.
3. Tap on the More Information button.
4. Tap on the Reset phone button.
5. Tap OK to reset your device.

We hope that this fixed the issue you were having. Please report back to us if this helped!

Thank you!

- Ralph

Hi Ralph,

Unfortunately neither the format or the factory reset were able to solve the problem.

Thx for your assistance.

Hi Malkav_Garcia,

I am sorry to hear you are still experiencing issues with the music player in your Alcatel OneTouch Fire.

This issue should not be happening, and it most definitely should not still be happening after a factory reset without the use of an SD card. I would suggest also formatting the internal memory of your device, by connecting it to a computer, but unfortunately it appears that it may be a hardware-related issue.

In this case, it's best to contact Alcatel, the manufacturer of your device. They may have updated builds and/or drivers to resolve the issue with your device.

- Ralph