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I'm having problems connecting to a Wi‍-Fi network
You may be experiencing any of these issues:
  • Unable to browse the internet when not connected to mobile data
  • Network status shows Connected but you are unable to use network-related features or services
  • Network status does not progress past Obtaining IP Address or connection status loops repeatedly
  • No Wi‍-Fi networks are detected in range
  • Wi‍-Fi connection frequently disconnects or is unstable
  • Wi‍-Fi options are greyed out or cannot be turned on
Most connectivity issues with Wi‍-Fi may be resolved by turning Wi‍-Fi on the phone off and then back on. Follow these steps:
  1. Go to Settings and toggle the slider for Wi‍-Fi from On to Off.
  2. Wait one to two minutes and toggle the slider for Wi‍-Fi from Off to On.
Power cycling your phone may help to solve the issue. Follow these steps:
  1. Press and hold the POWER button until the Phone Options appear.
  2. Tap Power Off and wait for the phone to fully turn off.
  3. Wait for a few moments, and then turn the phone on by pressing and holding the POWER button.

Power cycle the Wi‍-Fi router if possible by resetting it a couple of times or turning it off and on once or twice.

Forgetting a network and connecting again will refresh the connection settings and network profile on the phone. Follow these steps:
  1. Go to Settings > Wi-Fi.
  2. Press and hold the network you want to use or connect to.
  3. Tap Forget Network.
  4. Tap the network you would like to connect to and enter the required credentials, then tap Connect.
  5. Look for Connected displayed underneath the network to confirm the connection was successful.
    Note: If the network shows Connecting… then Saved or displays a pop up stating Wi-Fi Network Unavailable, it is likely the login or security information was not entered correctly.
Some Wi‍-Fi networks are configured to not broadcast the networks name or SSID. Follow these steps to connect to a hidden network:
  1. Go to Settings > Wi-Fi.
  2. Tap the Menu icon.
  3. Tap Add Network.
    • You will need the Network Name as well as the network security type and password (if applicable).
    • You could also contact someone responsible for the network for additional assistance with modifying the Wi‍-Fi networks configuration.
Some settings in the advanced Wi‍-Fi settings may affect the performance of a Wi‍-Fi network. Follow these steps to optimize your Wi‍-Fi settings:
  1. Go to Settings > Wi-Fi > Menu > Advanced. Attempt to turn off or change the following settings:
    • Auto Connect
    • Wi‍-Fi WAN Detection
    • Wi‍-Fi Frequency Band
    • Wi‍-Fi Optimization
    • Auto-Switch To Mobile Network
  2. Set the Wi-Fi Frequency Band option to Automatic if it is available and the option is not already selected.
    If Automatic is not available or networks are not seen on this setting, try both 5 GHz Only and 2.4 GHz Only and search for networks again after each change.
  3. Devices that do not have multiple Wi‍-Fi band support will not have these options; see the Product Details for the device you are working with for information regarding Wi-Fi Frequency Band support.
If the Wi‍-Fi slider is greyed out or the Wi‍-Fi options are otherwise inaccessible, a factory data reset may also resolve the issue.
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