Steps to Troubleshooting Data

  • Step 1: Verify Tablet plan shows active
    1. Go to Start ()
    2. Click on Mobile Plan
    3. Under Provider Click on View plan
    4. Under Cellular profile verify device has correct sim, this is done by calling provider and having them verify the sim number under the profile. If incorrect have them send out new sim or direct to store location to have one picked up.
    5. If sim is correct and still unable to connect to lte, connect to wifi move on to next step.
  • Step 2:  Verify APN
    1. Go to Start > Settings> Network & Internet > Cellular
    2. Under Cellular Data click on Advanced Settings
    3. Go to create/Add APN settings
    4. Enter following information:
      • Name: T-Mobile
      • APN: Fast.t-mobile.com
      • TYPE: both Attach and Data
    5. Save and exit (device should select new apn as both forms of data on device)
    6. It will then say unable to connect if auto connect is turned on.
    7. After 10 seconds go back into APN settings and erase APN that was created (this will cause device to kick back to basic APN attach to sim profile
    8. If fixed, device will start updating and receiving notifications. If not Fixed, proceed to next step.
  • Step 3: Resetting Device Mobile antenna 
    1. Go to Start > Settings > Network & Internet > Change Adapter Options 
    2. Select Mobile Data Antenna
    3. Along top there is an option 4th from the left that will say disable this network device, click this then proceed to exit settings (click [X] in top right of page)
    4. Follow top two steps
    5. Click enable this Network device
    6. Give device 10 seconds to try to connect to internet
    7. If not fixed, proceed to next step
  • Step 4: Soft reset device
    1. Hold “power” & “volume up” button for 15 second to have tablet turn off and continue to hold buttons for another 15 seconds for device to restart itself.
    2. power and volume up button