Trouble shooting of eSIM
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| Trouble shooting of eSIM | ||||
| Preparation work before opening: 1. Check that the mobile phone network is normally available, or connect to a smooth Wi-Fi network 2. Check that the battery level of the mobile phone is greater than 10% | ||||
| Malfuction | Problem phenomenon | Troubleshooting steps | Result | Operation |
| Failed to download eSIM profile | Prompt "Unable to enable service" | Confirm whether eSIM is occupied by other devices 1. Check whether the mobile phone registered before eSIM is connected to the network when deleting eSIM (network other than eSIM) 2. Find this device | Find the device | Make sure the device is connected to the Internet to activate and download the eSIM of the account again, and then delete it from the Internet |
| Can not find the device | Guide users to contact the operator for handling | |||
| Prompt "The network has not been enabled" | If connected to Wi-Fi, check whether the Wi-Fi network can access the Internet normally (can other devices connect to this Wi-Fi can access the Internet) | After connect Wi-Fi can download the profile | End | |
| Can not download the profile | Reproduce this process and grab the log(Call center guide user to service center) | |||
| No signal | No signal with eSIM | 1. Confirm whether the eSIM service is successfully processed (check the SMS of the successful activation of the operator) | No SMS | Guide users to consult operators |
| Already successful activated | Jump to step 2 | |||
| 2. Check whether the eSIM card data has been downloaded successfully (confirm whether the eSIM card profile has been downloaded [Settings -> SIM card & mobile data -> Manage eSIM Card] | No eSIM card | Download the eSIM card | ||
| Already successful download | Jump to step 3 | |||
| 3.Check if the eSIM is enabled [Settings -> SIM card & mobile data -> Manage eSIM Card->Enable] | Not yet | When activated, there is a signal then come to end | ||
| Already successful activated | Jump to step 4 | |||
| 4. Check the signal of the equipment of the same operator | Bad signal of other equipment | Reason: Cause by network reasons | ||
| Good signal of other equipment | Jump to step 5 | |||
| 5. Switch the phone to flight mode or restart, check the signal again | Signal recovery | End | ||
| Still no signal | Reproduce this process and grab the log(Call center guide user to service center) | |||
| Can not receive call | Can not receive call with eSIM | 1. Check if the phone signal is normal (First, troubleshoot issues such as if the balance is enough) | No signal | Enable the eSIM [Settings -> SIM card & mobile data -> Manage eSIM Card->Enable] |
| Normal | Jump to step 2 | |||
| 2. Check whether the eSIM number is set to call forwarding [Settings -> carrier call related settings] | Yes | Disable call forwarding | ||
| No | Jump to step 3 | |||
| 3. Whether the blocking/blacklist setting is activated [Phone -> Desktop Dialing Application -> Click on the upper right corner to select Settings -> Blocked number] Or: [Settings -> Privacy -> Black list] | Yes | Disable block | ||
| No | Jump to step 4 | |||
| 4. After all steps | Still cannot receive call | Reproduce this process and grab the log(Call center guide user to service center) | ||
| Unable to make a call | Unable to make a call with eSIM | 1. Check if the phone signal is normal (First, troubleshoot issues such as if the balance is enough) | No signal | Enable the eSIM [Settings -> SIM card & mobile data -> Manage eSIM Card->Enable] |
| Normal | Jump to step 2 | |||
| 2. After all steps | Still cannot make call | Reproduce this process and grab the log(Call center guide user to service center) | ||
| Can not receive SMS | Can't receive SMS with eSIM | 1. First, troubleshoot issues such as if the balance is enough | Balance is enough | Jump to step 2 |
| Arrears | Guide users to recharge | |||
| 2. Whether the blocking/blacklist setting is activated [Phone -> Desktop Dialing Application -> Click on the upper right corner to select Settings -> Blocked number] Or: [Settings -> Privacy -> Black list] | Yes | Disable block | ||
| No | Jump to step 3 | |||
| 3. After all steps | Still cannot receive SMS | Reproduce this process and grab the log(Call center guide user to service center) | ||
| Can not send SMS | Can't send SMS with eSIM | 1. First, troubleshoot issues such as if the balance is enough | Balance is enough | Jump to step 2 |
| Arrears | Guide users to recharge | |||
| 2. Whether the other phone blocking/blacklist setting is activated [Phone -> Desktop Dialing Application -> Click on the upper right corner to select Settings -> Blocked number] Or: [Settings -> Privacy -> Black list] | Yes | Disable block | ||
| No | Jump to step 3 | |||
| 3. After all steps | Still cannot send SMS | Reproduce this process and grab the log(Call center guide user to service center) | ||
| eSIM related Log capture method | eSIM related Log capture method | Catch the network log like the physical SIM card | Export log | End |