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goss521
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Posts: 4
Registered: ‎09-18-2019
Location: US
Views: 219
Message 21 of 31

Re: Cannot enable Mobile Data after Android 9 update

My IMEI number was set to 0 after the update. How do i get that back?

 

Thank you

Senior MotoAgent
Senior MotoAgent
Posts: 641
Registered: ‎03-11-2019
Location: US
Views: 211
Message 22 of 31

Re: Cannot enable Mobile Data after Android 9 update

Hi goss521,

 

If the IMEI is deleted on the phone. Try resetting the phone if that would fix it if not, you can get it on the box of the phone or by contacting your carrier. 

 

Best regards,
Zeke
Motorola Support

 

ymom182
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Posts: 5
Registered: ‎09-17-2019
Location: US
Views: 196
Message 23 of 31

Re: Cannot enable Mobile Data after Android 9 update

Hi Zeke, I have the same issue. My IMEI was deleted from the device after the august 1 security patch. I did a factory reset and the IMEI was not repaired. I have the IMEI number but how do I re-enter it into my phone? 

goss521
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Registered: ‎09-18-2019
Location: US
Views: 185
Message 24 of 31

Re: Cannot enable Mobile Data after Android 9 update

I know what the IMEI number is but i don't know how to insert it. How do I edit the IMEI number to change the 0 back to my number?

Senior MotoAgent
Senior MotoAgent
Posts: 641
Registered: ‎03-11-2019
Location: US
Views: 183
Message 25 of 31

Re: Cannot enable Mobile Data after Android 9 update

Hi ymom182,

 

The IMEI of the phone is embedded in the phone's software and there is no way to enter it. Try using the Rescue function on our Lenovo Moto Smart Assistant (LMSA). This should reflash/reimage the phone's operating system. 

 

Here is the download link: https://support.lenovo.com/us/en/downloads/ds101291

Here is the LMSA Manual: https://support.lenovo.com/us/en/solutions/ht102605#3.3.2

 

Let me know if it works.

 

Best regards,
Zeke
Motorola Support

Senior MotoAgent
Senior MotoAgent
Posts: 641
Registered: ‎03-11-2019
Location: US
Views: 179
Message 26 of 31

Re: Cannot enable Mobile Data after Android 9 update

Just to add on this. The Rescue function will delete the data on the phone so I would suggest doing a backup before doing Rescue. 

 

Best regards,
Zeke
Motorola Support

ymom182
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Posts: 5
Registered: ‎09-17-2019
Location: US
Views: 166
Message 27 of 31

Re: Cannot enable Mobile Data after Android 9 update

Thanks for the reply Zeke,

 

I ran the recovery software and the issue is still present. The IMEI is still 0. 

Senior MotoAgent
Senior MotoAgent
Posts: 641
Registered: ‎03-11-2019
Location: US
Views: 149
Message 28 of 31

Re: Cannot enable Mobile Data after Android 9 update

Hi ymom182,

 

You can try sending the phone in for repair/replacement. That would mean a different IMEI for the phone. So far no other troubleshooting step without sending in for replacement/repair.

 

Best regards,
Zeke
Motorola Support

 

 

 

ymom182
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Posts: 5
Registered: ‎09-17-2019
Location: US
Views: 146
Message 29 of 31

Re: Cannot enable Mobile Data after Android 9 update

I don't care what the IMEI number for the phone is. All I really need is for the phone to work. Who do I get in touch with for a repair/replacement? The phone is 1 month out of manufacturers warranty. Will I have to pay to have this fixed?

Senior MotoAgent
Senior MotoAgent
Posts: 641
Registered: ‎03-11-2019
Location: US
Views: 139
Message 30 of 31

Re: Cannot enable Mobile Data after Android 9 update

Yes, there is a payment for the Out of warranty fee if you are already beyond the warranty expiration date. Here is the link where you can request for a repair: https://motorola-global-portal.custhelp.com/app/mcp/service/open/request?linkId=54149943 Let me know if you have questions

 

Best regards,
Zeke
Motorola Support

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