Help
| Connection Indicators |
WHAT IT MEANS |
POSSIBLE CAUSE(S) | RESOLUTION |
|---|---|---|---|
| Solid empty cloud | Device unable to connect to cloud > 2 minutes | Poor reception/connectivity e.g. basement |
|
| No SIM reg. icon | Device connects to the cloud but SIM fails | Poor reception |
|
| Blinking icon > 3 minutes | Device connects to the cloud but is unable to register the SIM to the mobile network | Poor Reception | Service denied |
| Cloud with line through it | Service not authorized at this time or location | This is an administrative issue. | Contact Support |
How to reset your device
There are 2 types of reset:
Hard Reset to clear cache
- Press Home button until flash appears on screen and reboots (approx. 20 seconds).
- Release button when the Boot Screen appears.
Note: Hard Reset will resolve most issues.
Factory Reset (to be performed at support team’s direction)
- Press Pinhole Button and Home Button simultaneously (approx. 7 seconds).
- Release Home Button first
- Device will Factory Reset -> then release Pinhole Button
General Usage
| Issue | Possible Cause | Resolution |
| Device does not turn on | Battery level is too low | Leave the device connected to charger for >1 hr |
| Device won’t charge | Charge block wattage is too low | Use 20W charging block |
| Slow or no service |
|
Contact support |
| Device is stuck on the Boot Page | Error in boot procedure | Hard Reset |
| Device keeps rebooting | Device is unable to connect to LTE |
|