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Troubleshooting your Carrier Network and Data Connection

Troubleshooting
Troubleshooting your Carrier Network and Data Connection

You can tell your data is not working because of your data icon on your phone or you are unable to connect to the internet or use any apps that require an intenret connection.

Note: Some Settings, Menus, or Icons may differ from that of your device depending on your software version and wireless service provider.

    • Must show at least 2 signal bars icon . If fewer, your signal is too low for reliable data speeds.

    • It must also show a data service icon (3G, 4G, or LTE)

    Note: if you are out of your coverage area, check your data roaming is turned on.
    Settings icon > Mobile Networks > data roaming > on

  • Settings icon > Network tab > Data Manager

    Check the Limit mobile data usage which allows you to set a limit for mobile data usage on the device. Once the limit is reached, your mobile data connection is disabled and you will receive a notification.

    Mobile Data Usage Graph - Use to set and monitor your data usage.

    data usage graph

    • Orange horizontal slider bar - Use this to set the usage warning level. When the device reaches this level, you will see a usage warning.

    • Red horizontal slider bar - Use this to set when the mobile data connection is disabled. Limit mobile data usage option must be enabled to adjust this slider bar.

    • Blue vertical slider bar - Use these to adjust the date usage range. All applications using mobile data within the given date range are displayed. This allows you to narrow down which applications used data during a given usage period.

  • Press and hold the power button until the device powers down.


    back power button
  • If you are able to make calls the Sim card works fine and you are registered with your carrier.

    If you are not able to make calls:

    • Try a different Sim card for the same carrier (You can obtain a Sim card from a friends, family member, or co worker, or check with your local carrier store).

    • Contact your carrier to ensure your plan is still active.

    If your phone is unlocked, and you are using it on a different carrier, you may need to get your new carriers APN settings.

    • Settings icon > Network tab > Networks & Internet > Airplane mode > Off icon

    • OR

    • Drag down the notification bar, and tap airplane mode

    • On
      Off

      icon

      icon

    • Settings icon > Network tab > Mobile data > on icon

    • The notification bar should show a data service icon (3G, 4G, or LTE)

    If you are only experiencing issues with one specific App, in the Mobile Data menu press more elipse > Data saver
    If the data saver is on, check which aps are turned off; turn on the apps you wish to use data with, or disable the data saver.

    Note: Data charges may apply if you go over your plan.

  • Settings icon > General Tab > Update Center > Software Update > Check for Updates

  • Back up

    Please check the following article on How to perform an android back up


    Reset

    Please check the following article on How to perform an android reset

    • must show at least 2 signal bars icon . If fewer, your signal is too low for reliable data speeds.

    • It must also show a data service icon (3G, 4G, or LTE)

    Note: if you are out of your coverage area, check your data roaming is turned on.
    Settings icon > Mobile Networks > data roaming > on

  • power button
  • If you are able to make calls the Sim card works fine and you are registered with your carrier.

    If you are not able to make calls:

    • Try a different Sim card for the same carrier (You can obtain a Sim card from a friends, family member, or co worker, or check with your local carrier store).

    • Contact your carrier to ensure your plan is still active.

    If your phone is unlocked, and you are using it on a different carrier, you may need to get your new carriers APN settings.

    • Left Soft Key icon (Menu) > Settings icon > Phone Settings > Flight Mode > Off

  • Left Soft Key icon (Menu >) Settings icon > Software Update

  • Back up

    To back up your information, connect your phone to your PC and copy your files over.


    Reset

    Left Soft Key icon (Menu) > Settings icon > Phone Settings > Reset Settings

    Master Reset: Restores the phone settings (e.g.: Audio, Display, Language, Bluetooth Settings) to default values.

    Master Clear: Deletes downloaded/user created contents (e.g.:images, videos) from the phone.

*Required question