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Troubleshoot issues related to data connectivity and your Samsung Galaxy Note7

Last Updated: Aug 04, 2016

This article helps you troubleshoot data connectivity issues on your Samsung Galaxy Note7

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 mobile data is enabled.

    1. From the home screen, tap Apps.
    2. Scroll to and tap Settings.
    3. Tap Connections.
    4. Tap Data usage.
    5. If needed, tap the switch to enable Mobile data.
  2. Verify your Samsung Galaxy Note7 is connected to the Sprint network using Sprint Zone.

    1. Access Sprint Zone.
    2. Swipe to the left to open Device Diagnostics.
    3. Look for Network:
      • Network is in the Passed section: Your phone is connected to the Sprint network.
      • Network is in the Failed or Flagged section: Update the Data Profile.
        1. From Device Diagnostics, tap System Updates.
        2. Tap Update Profile.
        3. Review the message and tap Settings.
        4. Scroll to and tap System Update.
        5. Tap Update Profile.
        6. After the profile update is complete, tap OK.
  3. Perform a soft reset.

    A soft reset reconnects your Samsung Galaxy Note7 to the Sprint network.

    1. Press and hold the Power and Volume Down keys for 6 seconds.
    2. The phone will power off and restart.

      Note: If the ringtone volume changes when soft resetting the device, press the Volume up key to reach the preferred volume after the device restarts.

  4. 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.
  5. 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 Samsung Galaxy Note7 may decrease the signal strength.

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

Note: To optimize device performance, be sure your Samsung Galaxy Note7 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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