Hi, How are you? I hope you are doing well! I powered down the Ally the way you suggested and nothing has changed! In my last/first post about this issue, I had powered the phone down. I also took the battery out for five minutes and I also had the same results...none! Very mysterious If you have any other suggestions, I'd love to hear them! Thank you for your time and efforts in helping me to figure out my son's Ally!