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An issue you may encounter on your phone is that the network configuration is incorrect. This can commonly be diagnosed on Troomi phones if the phone connects properly to the parent portal on Wi-Fi (e.g., last sync time is current, GPS location is updated, new parent settings are accepted, etc.) but is unable to do the same off of Wi-Fi. You may also have issues sending and receiving phone calls or text messages. 


Below are common fixes for this issue. It's recommended that you go through the steps one at a time and check to see if you have mobile data prior to proceeding to the next fix.

Turn Wi-Fi off

When checking for mobile data, ensure that Wi-Fi is turned off. Swipe down from the top of your screen and select the Wi-Fi button to turn it off.


Note: Keep Wi-Fi off for the remainder of the troubleshooting to ensure the phone can talk with the carrier over the cellular network.


Ensure mobile data is turned on

Occasionally, mobile data can get turned off on a phone. This setting is critical to properly connecting to the internet via your cell network. Follow the steps below to ensure mobile data is turned on.


Note: As of KidSmart OS 0.1.87, mobile data should be forced on unless the phone is in Airplane mode.


Open Settings on the phone and then select Connections.



Then select Mobile networks.



Toggle Mobile Data off, and then click Turn off.




Mobile Data will automatically turn itself back on.




Restart your phone

Since Troomi phones currently restart every night, this step typically gets accomplished at that time, but it's always good to do it again. You can restart it by holding down on the power button and then clicking the green Restart button that appears on the screen. You should be prompted to press the green button twice.


Enable/Disable Airplane mode

Many times, the issue is that the phone hasn't received a proper configuration from the carrier. In that case, simply turn on airplane mode, wait for 10 seconds, then turn it off to request new data from the carrier. You can access Airplane mode by swiping down from the top of your screen.



Reset APN settings

On your phone, APN settings are used to set up a connection between your cellular network and the wider internet. The steps to reset your APN settings are depicted in the images below.


Open Settings on the phone and then select Connections.



Select Mobile networks.



Select Access Point Names.



You should see either ATT Nextgenphone or ATT Enhancedphone. Select the three-dot menu in the top right corner.



Select Reset to default


and then Reset



Select ATT Nextgenphone (or ATT Enhancedphone) if it is not already selected. This should shade the circle in blue, or possibly another color depending on your settings.



After you finish resetting your APN settings, restart your phone to make sure that the settings are submitted correctly.


After restarting, test your issue (i.e. make a test call, sent a text message, or check if the GPS is now updating correctly - whatever the issue may be!)


Reset mobile network settings

Open Settings on the phone, scroll down, and select General management.


Select Reset.



Select Reset mobile network settings.



Then Reset settings



Select Reset. After a few moments, you should see a toast message that says 'Network Settings Reset.'



Restart the phone. After restarting, test your issue again (i.e. make a test call, sent a text message, or check if the GPS is now updating correctly, etc.)


Remove and reinsert the SIM card

The SIM card is used to identify your phone on the cell network. By removing and reinserting it, you're signaling that your phone needs configuration settings. (When you pull out the SIM card tray, take care that the SIM card doesn't get damaged and stays in the tray. If it falls out, make sure that it goes back into the correct slot.) Remove the SIM card and turn off the phone. Once the phone is off, put the sim card back in, and turn the phone back on!


Follow these articles for additional help removing and reinstalling your SIM card:

SIM Card Installation (Most Phones)

SIM Card Installation (XCover)


If you attempted the above steps and your phone still has issues

Reach out to Troomi and we would be happy to take additional steps with you. If we're unable to resolve the issue on our end, the worst-case scenario would be to factory reset your device. This case can be quickly accomplished with a support call with a Troomi technician.