Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingNetwork & ConnectivityNetwork & Connectivity relatedNetwork & Connectivity relatedNetwork & Connectivity relatedSIM Card Not Getting Detected

Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingNetwork & ConnectivityNetwork & Connectivity relatedNetwork & Connectivity relatedNetwork & Connectivity relatedSIM Card Not Getting Detected

Basic Check – SIM

Perform these basic checks before moving to the next step:

 

1. Check if the SIM card is inserted correctly in the direction shown on the device:

Check ki kya sim card sahee tareeke se daala gaya hai device par dikhae gae direction mein

 

 

2. Make sure the SIM card is the right size (as per the specifications given on the website)

Inform karen ki sim card sahee size ka hain(jaisa hai website par die gae specification ke anusaar)

 

3. Make sure it is not a crop-cut SIM card. If it is ask the customer to obtain the right size SIM from the network service provider:

Inform karen ki yah ek crop-kaat sim card nahin hai. yadi yah hai customer ko sahee aakaar kee sim praapt karane ke lie kahata hai network service provider se

 

4. Try another SIM card of the same size

Ek hee size ka doosara sim card try karen

 

 

 

 

Did this resolve the issue?

  • Yes
  • No

No:

Re-Install the SIM Card

Ask the customer to follow the below step to help him re-install the SIM Card:

 

  • Power Off the Device

Device ko power off karen

 

  • Remove the SIM card

SIM card nikaalen

 

  • Clean the golden metal part on the SIM card with a clean, dry cloth or a dry tissue paper

SIM card par golden metal part vaale hisse ko saaph karen clean, dry kapada ya dry tissue paper

 

  • Insert the SIM card back into the slot (as shown on the device)

Slot mein vaapas sim card daalen (jaisa ki dikhaaya gaya hai device mein)

 

  • Power on the device and wait for the device to show a signal strength

Device par power on karen aur wait karen taki device signal strength dekhae

 

 

Did this resolve the issue?

  • Yes
  • No

No:

Perform a soft reset

WARNING: Performing a reset will erase all data on the device

 

Click on the URLs in each step to view the screenshot

  1. Tap Menu
  2. Go to Settings
  3. Select Backup & Reset
  4. If you would like to back up and restore your personal data, check the Back up my data and Automatic restore check boxes.

    Note: If you are unsure if a 3rd party application is causing the problem, we recommend that you uncheck the Automatic restore option. This will allow you to manually reinstall the applications individually to try and determine if a certain application may be causing the problem. You may download them again by going to Play Store > My Apps > ALL

  5. Select Factory data reset
  6. Tap Reset Phone
  7. Confirm reset and follow on-screen instructions to begin the process
  8. Device will reboot and will be reset to factory settings
Stock Android screenshots. May vary on some devices

Did this resolve the issue?

  • No
  • Yes

No:

Check If Device Under replacement policy period

If the customer is calling within the policy period, follow the replacement policy.

If the customer is calling after the policy period,

  • Refer him to an authorized service center.
    DO NOT ISSUE A REPLACEMENT

Is the device under replacement warranty?

  • No
  • Yes

No:

Refer to Service Center

  • Refer the customer to an authorized service center to fix the issue
  • Document the steps taken and wrap the call

 

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