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Troubleshoot issues related to data connectivity and your HTC One

Last Updated: Nov 15, 2013

This article helps you troubleshoot data connectivity issues on your HTC One.

You may have data connectivity issues if you're unable to:

  • Connect to the Internet
  • Browse websites
  • Send or receive multimedia messages
  • Load Internet content within applications
  • Send or receive email

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify your HTC One® is connected to the Sprint network using Sprint Zone.

    Be sure mobile data is enabled. Some features and applications require a data connection to work properly.

    1. Access Sprint Zone.
    2. Tap My Device.
    3. Tap Dashboard.
    4. Scroll to and tap Data Network.
    5. Your data connection status displays.
    6. Tap Update Profile.
    7. After the profile update is complete, tap OK.
    8. Test your device to see if the issue is resolved.
  2. Perform a soft reset.

    A soft reset reconnects your HTC One to the Sprint network.

    1. Press and hold the Power until your HTC One turns off.
    2. Your HTC One restarts.
    3. Test your device to see if the issue is resolved.
  3. Do you know if other Sprint customers are experiencing the same problem in the same location?

    • If yes or you don't know: Please contact Sprint Customer Care for help.
    • If no: Please find the nearest Sprint Repair center and schedule an appointment so a Sprint technician can further diagnose the issue.
  4. Temporary solution: Connect to a Wi-Fi network.

    You can connect to a Wi-Fi network as a temporary solution.

    Note: Most Wi-Fi networks have a range of less than 100 feet indoors and up to 300 feet outdoors. Objects between the router and your HTC One may decrease the signal strength.

    Connecting to a Wi-Fi network may also improve battery life.

Note: To optimize device performance, be sure your HTC One is running the most recent device software. Check for software updates.

If you're still having issues, please contact Sprint Customer Care for more help.

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