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ISSUE

  • Android device cannot connect to the mobile network


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APPLIES TO

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Model

Common

All Point Mobile Android devices (Phone SKU)

RESOLUTION

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Before Start: Check if your device is Phone SKU. Only phone SKU can be connected to the mobile network.

Check if your


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Troubleshooting Steps

Cause 1. Wrong preferred network type

Solution: Check preferred network type

Navigate to

CauseSolution
1No SIM card

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inserted or
improper card placement

Insert SIM card again

Remove and reinstall the SD card properly referring to the user manual.

2SIM card registration issue

Reboot the device

Press and hold the power button, and tap Power > Restart to reboot the device.

3Improper APN setting

Check APN setting

  1. Go to 
  1. Settings > Network & internet 
>
  1. > Mobile network
.Expand Advanced, and tap Preferred network type.
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Select LTE/WCDMA/GSM auto to connect the 4G or LTE network.
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  1. .
  2. Tap Advanced to expand more settings.
  3. Select APN.
  4. Check if the APN information is correct as the info provided by the carrier.
    If not, add the APN by + on the top of the screen
4Weak network signal field area

Check signal strength

Check if you are in weak network signal field area. To check the signal strength,

  1. Launch Phone app.
  2. Open dialer.
  3. Enter *#*#1234##
  4. Check the RSRP, RSRQ value.
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  5. If the RSRP is under -100dBm and RSRQ is under -13dBm, you can tell that you are in weak signal area. Move to other space with good signal.
5Temporary network connection issue

Turn off and on the mobile network

You can turn on and off the mobile data in Quick setting panel.

  1. Swipe down the screen to open the notification panel.
  2. Swipe down the notification panel again to expand Quick setting panel.
  3. Swipe left to find Mobile data icon Image Added.
    Image Added
  4. Turn off the icon. And then, turn it on again.
    Green icon means the feature is turned on.
6Repair or analysis required

Contact local reseller

If you cannot solve the problem with above steps, contact your local reseller to proceed repair or analyze the issue

Cause 2. Issue on Access Point Names (APN)

Solution: Check the access point name settings

If the preferred network is selected correctly, but you still cannot connect 4G or LTE network, check the access point name settings.

Navigate to Settings > Network & internet > Mobile network.
Expand Advanced and tap Access Point Names (or APN)
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Tap + on the top of the screen to add new APN information.
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Input the APN information set to the device you tested and try to connect to the network.
If you succeed in connecting, please share the APN information with Point Mobile team. We will fixed and update it in the next OS image update

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Not Resolved?

Refer to similar troubleshooting guides.

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