Hint
The following steps may differ between Android versions. To learn which Android version your device has, find and tap Settings → About phone → Android version. If you do not see About phone under Settings, tap System.
- If there is no network coverage, try the following:
- Turn off your device and then turn it back on. By doing this you turn off all running applications and free up memory, which sometimes automatically solves the issue.
- Make sure Airplane mode is turned off.
To turn off Airplane mode
- Find and tap Settings → Network & internet.
- Tap the Airplane mode switch to disable the function. You may find the item under Advanced.
- Check the signal strength icon
in the status bar to make sure that your device is connected to a network. If the signal is low or there is no signal, move to an open location, or get close to a window. - If your device is not receiving any network signal, or the signal is too weak, contact your network operator and make sure that the network has coverage where you are.
- Make sure you have set your device to use the network type that your SIM card supports. Contact your network operator if you don't know which network types are supported.
To select a network mode
- Find and tap Settings → Network & internet → Mobile network(SIMs in case of Android 12).
- If you’re using two SIM cards, select a SIM card.
- Tap Preferred network type, then select a network mode. You may find the item under Advanced.
- Make sure that your SIM card is working properly. Insert your SIM card in another device. If this works, it is probably your device that is causing the problem. In this case, contact an authorized Sony service partner.
- Search for a network from the device to check if any networks are available.
To search for available mobile networks (Android 12/Android 11/Android 10/Android 9)
- Find and tap Settings → Network & internet → Mobile network(SIMs in case of Android 12).
- If you’re using two SIM cards, select a SIM card.
- Tap Advanced, and then tap the Automatically select network switch to disable the function.
- Select a network.
To search for available mobile networks (Android 8)
- Find and tap Settings → Network & Internet → Mobile network.
- Dual SIM users, select a SIM card.
- Tap Service providers → Search networks.
- Select a network.
- If there is no mobile data connection, try the following:
- Turn off your device and then turn it back on. By doing this you turn off all running applications and free up memory, which sometimes automatically solves the issue.
- If your device supports STAMINA mode, deactivate it and restart your device. To save battery power, STAMINA mode disables mobile data when the screen is turned off.
To disable STAMINA mode (Android 12/Android 11/ Android 10/Android 9/Android 8)
- Find and tap Settings → Battery → STAMINA mode.
- Tap the switch to disable STAMINA mode.
To restart your device
Note
Your device may fail to restart if the battery level is low. Connect your device to a charger and try restarting again.
- Long press the power key.
- In the menu that opens, tap Restart. The device restarts automatically.
- Make sure you have subscribed to use the internet over a mobile network. Contact your network operator for detailed information.
- Move to another area and try again. In areas with poor reception where there may be issues with your network provider's base station, you may lose your mobile data connection and therefore need to move to a different area.
- When you use your device while moving, you may lose your mobile data connection due to issues with your network provider’s network.
- Manually set your device to only use either a WCDMA (3G) or GSM (2G) network. Your device is set to automatically select the fastest network available. If the signal strength of the fastest network is unstable, the device may repeatedly switch back and forth between mobile networks. Each time the device switches network, connection is disabled. If you set your device to use only a WCDMA (3G) or GSM (2G) network, note that it may take several minutes until your device connects to the selected network.
To select a network mode
- Find and tap Settings → Network & internet → Mobile network(SIMs in case of Android 12).
- If you’re using two SIM cards, select a SIM card.
- Tap Preferred network type, then select a network mode. You may find the item under Advanced.
- If none of the mentioned solutions solved the issue, try these actions one after the other. Verify after the first action whether the problem was solved before trying the next one.
- Update your device to ensure that you have optimal performance and the latest enhancements.
- Perform a factory data reset. This is sometimes the best solution if your device stops functioning properly, but note that it will delete all personal content saved on the internal memory of your device. Make sure to back up data that you want to keep.
To back up your data using a computer
- Unlock the screen of your device and connect your device to the computer using a USB cable.
- On the computer, select which files to back up, then copy and paste or drag and drop the files to a location on your PC.
To back up and synchronize apps, phone settings, and call history
- Find and tap Settings → System → Backup. You may find the item under Advanced.
- Tap the switch to enable the function. Your app data, device settings, and call history will be backed up automatically.
Note
You can also enable backup from the settings menu in Google Drive. You can synchronize your app data, device settings, and call history automatically by logging in to the Google account used to synchronize data on your old device. When you power on your new device for the first time, log in to the Google account during the setup wizard.
To perform a factory data reset (Android 12/Android 11/Android 10)
Note
To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset options. You may find the item under Advanced.
- Tap Erase all data (factory reset) → Erase all data.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase all data.
Hint
Your device does not revert to an earlier software version of Android when you perform a factory data reset.
To perform a factory data reset (Android 9)
Note
To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset options. You may find the item under Advanced.
- Tap Erase all data (factory reset) → Reset phone.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase everything.
Hint
Your device does not revert to an earlier software version of Android when you perform a factory data reset.
To perform a factory data reset (Android 8)
Note
To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset.
- Tap Factory data reset → Reset phone.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase everything.
Hint
Your device does not revert to an earlier software version of Android when you perform a factory data reset.
