Internet Access Issue

Dear Samsung Member,

Greetings from Samsung Customer Support!

We regret to hear about your experience with our product. Please believe that this is not a usual occurrence.

Please perform the below-mentioned troubleshooting steps, these may help in resolving your concern.

Check your mobile data
Enable Mobile data:
Step 1: Navigate to the app's screen and tap on Settings.
Step 2: Tap on Connections.
Step 3: Tap on SIM card manager.
Step 4: Tap on Mobile data.
Setp5: Select the preferred SIM card from the drop-down

Note: Preferred SIM should be inserted in SIM slot 1

Please follow the steps to enable data roaming (while roaming)

Step 1: Navigate to the app's screen and tap on Settings.
Step 2: Tap on Connections.
Step 3: Tap on Mobile Networks.
Step 4: Enable Data roaming.

 

Check mobile data limit

Every Android phone lets you set your own mobile data limits and warnings for when you’re about to reach your limit. These aren’t usually switched on by default, but maybe you set a limit previously, since the customer has upgraded his/her tariff, and has forgotten to update your mobile data limit accordingly.

To check this:

1. Go to “Settings > Connections > Data Usage > Mobile data usage” (depending on your device)

2. You’ll see a graph showing your data usage along with a whole bunch of settings. Make sure your data limits in the graph correspond with what your network allows by dragging the limit up or down in the graph.

3. Alternatively, you can turn off all data limits by unchecking the “Limit mobile data usage” box.

How to disable Mobile data limit

Please follow the below steps:

Step 1: Navigate to the app's screen and tap on Settings.
Step 2: Tap on Connections.
Step3: Tap on Data usage
Step 4: Tap on Mobile data usage.
Step 5: Tap on Settings.
Step 6: Disable the set data limit.
Step7: Data limit disabled

Reset and set new APN

Access Point Names (APNs) are how your mobile network provider connects your phone to the mobile Internet. It sets up your phone with all the crucial settings like IP addresses and gateways to (hopefully) get you connected. However, this process sometimes can go wrong and require a reset.

Note: APN settings are set by network operators and not by Samsung. You need to contact your network operator and get the correct settings for your account.

How to Reset APN

Please follow the below steps:

Step 1: Navigate to the app's screen and tap on Settings.
Step2. Tap on Connections.
Step3. Tap on Mobile networks.
Step4. Tap on Access Point Name.
Step5. Tap on the menu (three dots) then tap on Reset to defaults.
Step6. Tap on Reset.

How to set new APN

Please follow the below steps:

Step 1: Navigate to the app's screen and tap on Settings.
Step 2: Tap on Connections.
Step 3: Tap on Mobile networks.
Step 4: Tap on Access Point Name.
Step 5: Tap on ADD.
Step 6: Tap on Name.
Step 7: Enter the Name.
Step 8: Tap on OK.
Step 9: Tap on APN.
Step 10: Enter the APN.
Step 11: Tap on OK.
Step 12: Tap on Menu.
Step 13: Tap on Save.

Reset network settings
Please follow the below steps:

Step1: Go to Settings
Step2: Tap on General management
Step3: Tap on Reset
Step4: Tap on Reset network settings
Step5: Tap on Reset settings
Step6: Unlock your screen (If you have previously set)
Step7: Tap on Reset

Delete VPN Profile

Please follow the below-given steps to delete the VPN profile.
Path: Settings > Connections > VPN > Delete VPN Profile if available.
(Customer will see a key icon in the notification panel if the VPN is activated).

Software update

Please ensure a stable Wi-Fi connection to your mobile. Downloading via mobile networks may result in additional charges.

Please ensure your device has sufficient battery for updating software. (above 50%)
Please follow the below steps:

Step 1: Navigate to the app's screen and tap on Settings.
Step 2: Tap on Software update.
Step 3: Tap on Download and install.
Step 4: Checking for software updates.
Step 5: Software update available.
Step 6: Tap on Download.
Step 7: Downloading updates.
Step 8: Tap on Install Now.

Note: Your phone will restart after the update is installed

Reset the device:

1. Kindly create a data backup of your device via the SMART switch mobile application or http://www.samsung.com/in/support/smartswitch PC suite.

2. Remember the Google password before resetting the device because it is required during initial setup.
3. If you did not remember, then reset (Forgot password) your Google account.

For this;

Open Gmail (https://accounts.google.com/servicelogin)

Select forgot password

Select "try another way" like mobile number, security question, etc.

Select Next.

Enter a new password.

Tap on Next.

How to reset:

Please follow the below steps:

Step 1: Navigate to the app's screen and tap on Settings.
Step 2: Tap on General Management.
Step 3: Tap on Reset.

Factory data reset: Reset your device to its factory default settings. This will erase all data, including files and downloaded apps.

If the issue is still unresolved, kindly share the device log file within 15 minutes of the issue occurrence by using the error report option via the Samsung Member application. To share a log file, click on the Samsung Members Application(Open Samsung member application >> tap on support >> tap on send feedback >> choose composer option >> select error >> select the appropriate category >> type your query)

Warm Regards,
Samsung Customer Support

Kindly complaint to Samsung customer care support through Samsung Members app as error report also send log files along with this error report for this issue and wait for next update it's maybe fix by Samsung team soon. If you like please accept it's a as solution it's help to other users also, click on 3dots in my reply section and click on accept solution.

You're welcome here.