Troubleshoot unable to make or receive calls

This article helps troubleshoot making or receiving calls on your HTC EVO 4G.

You may have issues with calls if you have:

• A low signal strength
• Trouble making or receiving calls
• Frequently dropped calls

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 airplane mode is turned off.

   Airplane mode is a feature that prevents your device from sending or receiving a wireless transmission.

   Turn airplane mode off.

2. Verify your HTC EVO™ 4G is connected to the Sprint network using Sprint Zone.

   Be sure your HTC EVO 4G is connected to the Sprint voice network to make or receive calls.

   1. Access Sprint Zone.
   2. Tap Help.
   3. Tap I Need Help.
   4. This automatically checks the voice and data connections.
   5. If the voice connection fails, tap Update Profile.
   6. Test your device to see if the issue is resolved.

3. Verify if coverage is available at your current location.

   If your HTC EVO 4G has low signal strength, see if your location is within Sprint voice coverage on the Sprint coverage map.

4. Perform a soft reset.

   A soft reset reconnects your HTC EVO 4G to the Sprint network.

   1. Press and hold the Power key, and then tap Power off to turn your HTC EVO 4G off.
   2. Remove the battery. After 30 seconds, reinsert the battery.
   3. Press and hold the Power key to turn your HTC EVO 4G back on.
   4. Test your device to see if the issue is resolved.

5. Do you know if other Sprint customers are experiencing the same issue 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.

Note: To optimize device performance, be sure your HTC EVO 4G 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.