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Troubleshoot issues related to mobile hotspots and your Motorola Photon Q 4G LTE

Last Updated: Nov 15, 2013

This article helps troubleshoot mobile hotspot issues on your Motorola Photon Q 4G LTE.

You may have mobile hotspot issues if you:

  • See Error 67 on your Motorola Photon™ Q 4G LTE
  • Can't connect another device to your Motorola Photon Q 4G LTE mobile hotspot
  • Connect to the mobile hotspot but can't browse

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 you've enabled and set up mobile hotspot on your Motorola Photon Q 4G LTE.

    Turn Wi-Fi hotspot on.

    Set up Wi-Fi hotspot.

  2. Verify your Motorola Photon Q 4G LTE is connected to the Sprint network using Sprint Zone.

    Be sure mobile data is enabled and functioning for mobile hotspot to work properly.

    1. Access Sprint Zone.
    2. Scroll to and tap My Device.
    3. Tap Dashboard.
    4. Scroll to and tap Data Network.
    5. Your data connection status displays.
    6. Tap Update Profile. This may fix an error 67.
    7. After the profile update is complete, tap OK.
    8. Test your device to see if the issue is resolved.
  3. Verify your subscription has an active mobile hotspot add-on.

    On sprint.com, log in to My Sprint to verify the add-on is active on the subscription.

    Without the hotspot add-on, you can't share your Motorola Photon Q 4G LTE mobile hotspot with other devices.

  4. Perform a soft reset.

    A soft reset reconnects your Motorola Photon Q 4G LTE to the Sprint network.

    1. Press and hold the Power key and the Volume Down key for 10 seconds to turn off your Motorola Photon Q 4G LTE.
    2. Press and hold the Power key to turn your Motorola Photon Q 4G LTE back on.
    3. Test your device to see if the issue is resolved.

Note: To optimize device performance, be sure your Motorola Photon Q 4G LTE is running the most recent device software. Check for software updates.

If you're still having issues, please try our community pages for the Motorola Photon Q 4G LTE or make an appointment at a nearby Sprint Repair center for more help.

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