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Troubleshoot issues related to data connectivity on your device for the HTC U11

This article helps you troubleshoot data connectivity issues on your HTC Ocean

You may have data connectivity issues if you're unable to:

  • Connect to the Internet
  • Browse websites
  • Send or receive multimedia messages
  • Load Internet content within applications
  • Send or receive email

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify mobile data is enabled.

    1. From the home screen, tap the All Apps icon.
    2. Scroll to and tap Settings.
      • Ensure that the Mobile data switch is enabled.

  2. Verify your HTC Ocean is connected to the Sprint network.

    1. From the home screen, tap the All apps icon.
    2. Scroll to and tap Settings.
    3. Scroll to and tap System updates.
    4. Tap Update PRL and wait until it completes.
    5. Tap OK.

  3. Perform a soft reset.

    A soft reset reconnects your HTC Ocean to the Sprint network.

    1. Press and hold the Power key.
    2. Tap Restart. The phone will power off and back on.

  4. Do you know if other Sprint customers are experiencing the same problem in the same location?

    • If yes or you don't know: Please contact Sprint Customer Care for help.
    • If no: Please find the nearest Sprint Repair center and schedule an appointment so a Sprint technician can further diagnose the issue.

  5. Temporary solution: Connect to a Wi-Fi network.

    You can connect to a Wi-Fi network as a temporary solution.

    Note: Most Wi-Fi networks have a range of less than 100 feet indoors and up to 300 feet outdoors. Objects between the router and your HTC Ocean may decrease the signal strength.

    Connecting to a Wi-Fi network may also improve battery life.

Note: To optimize device performance, be sure your HTC Ocean is running the most recent device software. Check for software updates.

If you're still having issues, please contact Sprint Customer Care for more help.

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