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ISSUE

  • Android device cannot connect to the

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RESOLUTION

You should check your SIM card first.

Insert the SIM card into other android devices and test whether devices can connect to the 3G/4G network or not.

If other devices can connect to the network, follow these steps with your Point Mobile device to check and update APN settings.

Image Removed

  1. Go to Settings > Wireless & Networks > More
  2. Tap Cellular networks > Access Point Names menu. You can see APN information that is preset by Point Mobile and this information may cause the network connection issue.
  3. Tap Image Removed icon and insert new APN information, referring to other Android device's information you tested.
  4. If you success to connect to the network, please share this APN information with us. We will fix and update APN information in next OS image update.

You have other problems with network, please refer to these articles below.

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  • mobile network


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APPLIES TO

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Model

Common

All Point Mobile Android devices (Phone SKU)

UI Text Box
typeinfo

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


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Troubleshooting Steps


CauseSolution
1No SIM card 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 Settings > Network & internet > Mobile network.
  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.
    Image Added
  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.



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Not Resolved?

Refer to similar troubleshooting guides.

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