Internet Connection Issues - Android

If you experience issues when you attempt to connect to the internet (such as page not loading or error messages) follow these steps:

 

Important: If you are unable to make or receive calls along with having issues connecting to the web, powercycle your device.

 

  1. Make sure you see at least 2 bars of signal. If its less then 2 bars, you will not be able to connect properly to access the internet. Move around, especially if you are indoors until you see more than 2 bars.
  2. For Android devices on version 2.2 and higher, verify that data is enabled.
      1. From the Home screen, select Menu.
      2. Select Settings.
      3. From Wireless & Networks (or Wireless Controls or Data Manager), verify that the Mobile Network check box is selected.
      4. Select Mobile Networks (or Data Delivery).
      5. Verify that the Data Enabled check box is select.
      6. Verify that the Use Packet Data and/or Enable Always On Mobile Data check boxes are selected.
        Note: These options are not present on all Android devices.
      7. Verify that the Data Roaming check box is selected.
        Note: This will incur roaming charges if you are roaming internationally, but is necessary if you are roaming domestically.
  3. Turn Wi-Fi and Airplane Mode off. If you aren't near a Wi-Fi network it can cause the phone to try to connect to Wi-Fi if its still on and therefore display error messages.
      1. From the Home screen, select Menu.
      2. Select Settings.
      3. Select Wireless & Networks (or Wireless Controls or Data Manager).
      4. Ensure that the Wi-Fi check box is cleared.
      5. Ensure that the Airplane Mode check box is cleared.
  4. If you corrected any device settings, test the data connection now.
  5. Access the device's Internet settings and clear the Internet cache, Cookie data, history, form data, passwords, and location access.
      1. Access the Internet browser.
      2. Press the Menu key.
      3. Select More.
      4. Select Settings.
      5. Select Clear Cache, Clear History, Clear all cookie history, Clear form data, Clear passwords, Clear location access.
      6. Note: Depending on the verison of Android, not all of these options will be available.

  6. If you are using a third-party or downloaded browser, switch to the built in browser and test the internet again.
  7. If you are still unable to access the internet, remove your battery and reinsert it.
  8. Try accessing the web again to see if the issue has been resolved.

 

 

 

DOC-24835