Troubleshooting 4G Cellular Service on the A930

After performing each of these steps, verify the status of the connection by opening the PAXSTORE application on the device and seeing if the merchant gets an error or if it loads up the Marketplace.

1. Enable 4G cellular data in Android Settings.
   • Turn off WiFi on the device to troubleshoot the SIM card only by going to Settings > WLAN and turning off the WiFi option.
2. Reseat the SIM card or try to switch it to a different SIM Card slot.
3. Verify the APN Settings are set up correctly.
4. Change the Preferred Network Type in Settings > More > Cellular network type, then choose one of the following options. Wait a few seconds to verify with the caller if the data services are restored (a device reboot may be required).
   • 4G/3G/2G (auto)
   • Global
   • GSM only
     Note: If service is not restored, cycle through these options until you find one that works. 
5. If you find a network that works, it may be useful (but not required) to manually assign the T-Mobile network operator. The following steps will guide you through this process:
   1. Navigate to Settings > More > Cellular networks > Network Operators.
   2. Wait a few seconds while the device searches for Available networks.
   3. Once displayed, choose T-Mobile as your network.
   4. If more than one T-Mobile option is shown, cycle through them until you find one that works.
   5. Wait a few seconds after selecting an operator to confirm that it has a connection.
6. Verify that there is 4G Cellular Data service in the area by using T-Mobile’s Coverage Map. You may search by the business address or ask the caller for the address where they are located.
7. Reset the device’s Network Settings by going to Settings > More > Network Settings Reset.
   • Note: This option will delete the merchant’s WiFi password, so you will have to re-configure the WLAN settings afterward.
8. Locate the SIM Card number (ICCID) in Paxstore for the device having the issue, and verify that it is Active on IoT Ramp.
   
   If you do not have access to this tool, you may contact your immediate escalation point for assistance.  

9. If the SIM card is Inactive (canceled), you may perform the following steps to activate it:
   
   Once you select Reactivate SIM, click through the prompts presented on IoT Ramp to complete the activation process.

10. If you searched for the SIM card number in IoT Ramp but were unable to find it, it's possible the SIM Card was never activated for that account to begin with. To determine if this is the case, first search for the ICCID in Titan and confirm that it belongs to the merchant that is calling.
    
     If the SIM card is not searchable in Titan or comes up under a different MID, please submit an escalation or contact a supervisor.

11. Upon confirming that the SIM card belongs to the account you are working with, you may perform the steps provided in the following article to Activate the SIM Card (Please skip any subsequent steps in the article).
12. Refresh the SIM Connection by going to the Actions Menu within the IoT RAMP portal:
     
13. Scroll down to the "Troubleshoot" section and select "Refresh Connection."
14. Enter the affected SIM serial(s) (include an F at the end of each serial number) into the field. If multiple SIM cards are being refreshed, separate them with a return line. Select Validate Phone #(s) or SIM #(s) once all information has been entered:
    
    Note: A CSV can also be uploaded to this page to validate SIMs. This would be a preferable option for a large amount of data. 
15. The SIM(s) entered will undergo validation. Once completed, confirm that the SIMs have been found valid, then Select All and choose Refresh Connection:
    
16. The next page will confirm whether or not the connection was refreshed successfully:
    
17. In addition to refreshing the SIM’s connection, an over-the-air request can be sent to the SIM to confirm communication and firmware.
18. From the Actions Menu of the RAMP portal, select Resend OTA Request. As within the previous step, enter the affected SIM serial(s) and select Validate Phone #(s) or SIM #(s):
    
19. The SIM(s) entered will get run through a validation process. Once completed, confirm that the SIMs have been found valid, then Select All and choose Resend OTA Request:
    
20. The next page will confirm whether or not the connection was refreshed successfully:
     
21. On the A930, have the caller navigate to Settings > More > Cellular networks > Access Point Names and tap on the iot.tmowholesale APN to edit it. 
22. From the Edit access point screen, tap the vertical dots on the upper right corner and select Delete APN.
23. Reboot the device and re-enter the APN parameters on the A930 following standard procedure.

Temporary Fix:

1. Begin by accessing the A930’s Settings application. 
   
2. Select More. 
   
3. Select Network settings reset. 
   
4. Select Reset Settings. 
   
5. Select Reset Settings again to confirm the reset. 
   
6. Back out to the Wireless & Networks page and toggle Airplane Mode on. A green/blue slider indicates that the setting is enabled. A gray slider indicates that the setting is disabled. 
   
7. Leave Airplane Mode on for 5 seconds, then turn it off again. The device should reconnect after turning off Airplane Mode. 

This fix will persist until the device is rebooted. If rebooted, these steps will need to be repeated. 

If you have followed all of these steps thoroughly and the issues still persist, you may submit a replacement for the A930 device experiencing the issue, along with its SIM card. For further help and/or swap approval, please reach out to Payments Support via the #paymentssupport Slack channel.

The next page will confirm whether the connection was refreshed successfully. From the Actions menu in the RAMP portal, select Resend OTA Request. As within the previous step, enter the affected SIM serial(s) and select Validate Phone #(s) or SIM #(s): The SIM(s) entered will run through a validation process. Once completed, confirm that the SIMs are valid, then Select All and choose Resend OTA Request. On the A930, have the caller navigate to Settings > More > Cellular networks > Access Point Names, then tap iot.tmowholesale APN to edit it.