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dhf
Fanfold Paper
Posts: 15
Registered: ‎08-21-2018
Location: US
Views: 2,435
Message 1 of 31

Cannot enable Mobile Data after Android 9 update

 

After Pie update I cannot enable Mobile Date and am told I have no network connection. I can enable the Mobile data switch in Settings but it won't stay enabled and checking the Sim card says it is not enabled.

I have booted in both standard and Live modes and no Mobile data in either.

I have removed and replaced the Sim card, rebooted and still no Mobile data.

The phoneis on the Boost Network and worked perfectly for about a year running Android Oreo 8.

After removing, replacing the Sim card and rebooting, I reset the wifi, Bluetooth, network settings and still no Mobile data. What is there left to try?!?!?

The phone is a32gb BY purchased new in 7/2018 and is registered with Moto/Lenovo via this site.

Since the phone worked perfectly before Pie it's not a hardware problem.... I just want a fix not a new phone.

Any Advice from a Moto service specialist would be much appreciated.

Thanks in advance.

 

Steeeve
Blue Screen Again
Posts: 4
Registered: ‎07-17-2019
Location: US
Views: 2,345
Message 2 of 31

Re: Cannot enable Mobile Data after Android 9 update

Updated to Pie yesterday,  having the same issues. I'm on Sprint.  Great phone experience since April 2018

version PPS29.118-11-1

Security Patch Level:  May 1, 2019

 

No mobile data

No SMS messages

No pics/graphics attachments to messaging

 

Steeeve
Blue Screen Again
Posts: 4
Registered: ‎07-17-2019
Location: US
Views: 2,333
Message 3 of 31

Re: Cannot enable Mobile Data after Android 9 update

Found this in another post and it worked for me
Make sure you have a WiFi conbection
Go to settings - network & internet - mobile network - advanced - carrier settings
Update device config first and wait for your mobile network indicator to come back
Then Update PRL

I tried this my self earlier today but did update PRL first which did not work. The exact order above did the trick!
Steeeve
Blue Screen Again
Posts: 4
Registered: ‎07-17-2019
Location: US
Views: 2,332
Message 4 of 31

Re: Cannot enable Mobile Data after Android 9 update

Thanks to MotoSadist !!
Senior MotoAgent
Senior MotoAgent
Posts: 6,032
Registered: ‎12-04-2017
Location: IN
Views: 2,283
Message 5 of 31

Re: Cannot enable Mobile Data after Android 9 update


@dhf wrote:

 

After Pie update I cannot enable Mobile Date and am told I have no network connection. I can enable the Mobile data switch in Settings but it won't stay enabled and checking the Sim card says it is not enabled.

I have booted in both standard and Live modes and no Mobile data in either.

I have removed and replaced the Sim card, rebooted and still no Mobile data.

The phoneis on the Boost Network and worked perfectly for about a year running Android Oreo 8.

After removing, replacing the Sim card and rebooting, I reset the wifi, Bluetooth, network settings and still no Mobile data. What is there left to try?!?!?

The phone is a32gb BY purchased new in 7/2018 and is registered with Moto/Lenovo via this site.

Since the phone worked perfectly before Pie it's not a hardware problem.... I just want a fix not a new phone.

Any Advice from a Moto service specialist would be much appreciated.

Thanks in advance.

 


Hi dhf,

 

Thank for reporting, sorry to learn about that. Lets force restart your device by long-pressing the power key until reboot > put your device in safe mode > and observe.

 

Also, confirm if you have tried contacting your respected carrier to see what they say? You can also try the following steps referred by Steeve to see if it helps? Let us know how it goes?

 

Meanwhile, please update your profile with the IMEI number of your phone? Is it okay if we look into your apps to determine what is causing the issue? This will help us investigate. Make sure that your Motorola Privacy is enabled. Settings > Systems > Motorola Privacy > Enable.

If you need a reference in updating your profile, please click this link. https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943

 

Regards,

Swaraj

Motorola Support

If you need a reference in updating your profile, please click this link. https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943
dhf
Fanfold Paper
Posts: 15
Registered: ‎08-21-2018
Location: US
Views: 2,240
Message 6 of 31

Re: Cannot enable Mobile Data after Android 9 update

My device is and has been registered since July,2018 and shows warranty coverage until August 2019.

The IMEI is: **IMEI Protected**

As my email stated I have booted into safe mode and do not have my apps visible and the problem is the same, also on normal reboot.

My carrier Boost says it could be a corrupted Sim card and are sending a replacement but they doubt that is the problem, they think the Pie 9 is corrupted and I will have to reset to original factory settings but first I just backup my phone data.

I am not home presently but will be next week.

Do you have any suggestions before  take that extreme steep??

Thanks

Senior MotoAgent
Senior MotoAgent
Posts: 6,032
Registered: ‎12-04-2017
Location: IN
Views: 2,176
Message 7 of 31

Re: Cannot enable Mobile Data after Android 9 update


@dhf wrote:

My device is and has been registered since July,2018 and shows warranty coverage until August 2019.

The IMEI is: **IMEI Protected**

As my email stated I have booted into safe mode and do not have my apps visible and the problem is the same, also on normal reboot.

My carrier Boost says it could be a corrupted Sim card and are sending a replacement but they doubt that is the problem, they think the Pie 9 is corrupted and I will have to reset to original factory settings but first I just backup my phone data.

I am not home presently but will be next week.

Do you have any suggestions before  take that extreme steep??

Thanks


Thanks for the additional information. I personally think we can try testing first with a new replacement SIM card before we go to the Factory Data Reset option. Meanwhile, you can take the backup so you do not lose any data. 

 

Regards,

Swaraj

Motorola Support

If you need a reference in updating your profile, please click this link. https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943
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dhf
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Posts: 15
Registered: ‎08-21-2018
Location: US
Views: 2,078
Message 8 of 31

Re: Cannot enable Mobile Data after Android 9 update

I am waiting for a replacement Sim card which I doubt is the solution, this sounds like a corrupted firmware install and others are reporting the exact same problems. In addition to this I previously reported I cannot receive phone calls even though I can make them, none of my apps worked post update, I have no notifications, I cannot receive app options when pressing on the app listing in the settings mode, and I don't have the right-hand Doc button amongst  a lot of other strangness.

I expect to be returning the phone to Lenovo for repair as I am told they cannot reflash the firmware over the corrupted install..... I'm very sorry I upgraded since I was satisfied with Oreo and would urge others considering an upgrade to wait and monitor this thread. I will report on my results when I receive my phone with properly functioning Pie 9.

Stay tuned...

Senior MotoAgent
Senior MotoAgent
Posts: 641
Registered: ‎03-11-2019
Location: US
Views: 2,028
Message 9 of 31

Re: Cannot enable Mobile Data after Android 9 update

Hi dhf,

 

Software updates do not cause the phone to have an issue. In case you the replacement does not work we suggest using the Lenovo Motorola Smart Assitant Tool. You can download the app on this link on your PC. I suggest using the rescue option but before you do so make sure you back up the contents of your phone since this will reflash your device. Here is also the manual for the app: https://support.lenovo.com/us/en/solutions/ht102605

 

Best regards,
Zeke
Motorola Support

dhf
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Posts: 15
Registered: ‎08-21-2018
Location: US
Views: 2,015
Message 10 of 31

Re: Cannot enable Mobile Data after Android 9 update

Hi Zeke, thanks for the helpful links, but unfortunately I cannot get the phone into the developer mode after pressing the build number 7 or any number of times, and I cannot download the mobile assistant from play store. This download problem has also been reported by others having problems with the Pie 9 update.

As for your comment " Software updates do not cause the phone to have an issue." I cannot agree. This phone operated perfectly with Oreo 8 firmware until a week ago when I updated to Pie 9. All problems since described relate to the update!

The firmware update is corrupted and the phone needs to be reflashed.

If I could get into the Developer mode or install the Mobile Assistant I would do the reflash.... can you help?

I will be receiving the new Sim card Thursday and probably will send the phone in for repair/replacement thereafter. Maybe /hopefully what comes back will work.

Any advice before I do that would be appreciated.

Thanks

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