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Troubleshoot issues related to mobile hotspots and your Apple iPad with Retina Display

Last Updated: Aug 03, 2016

This article helps troubleshoot mobile hotspot issues on your Apple iPad with Retina display.

You may have mobile hotspot issues if you:

  • See Error 67 on your Apple iPad with Retina display
  • Can't connect another device to your Apple iPad with Retina display 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 have the correct plan for mobile hotspot.

    1. Sign in to My Sprint with a valid username and password.
    2. Scroll to the right-hand section labeled I want to and click Change my services.
    3. Select the device that you want to change services for and click Change service add-ons.
    4. On the Service add-ons page, select the services you would like to add or remove and then click Save.
  2. Verify you've enabled and set up mobile hotspot on your Apple iPad with Retina display.

    Turn Wi-Fi hotspot on.

    Set up Wi-Fi hotspot.

  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 Apple iPad with Retina display mobile hotspot with other devices.

  4. Verify that mobile data is enabled.

    1. From the home screen, tap Settings.
    2. Tap Cellular.
    3. Next to Cellular Data, tap the switch to enable mobile data.
  5. Verify your iPad is connected to the Sprint network using Safari.

    Some features and applications require a data connection to work properly.

    1. From the home screen, tap Safari.
    2. Try to browse to a web page.
    3. If the data connection fails, update the profile.
  6. Perform a soft reset.

    A soft reset reconnects your Apple iPad with Retina display to the Sprint network.

    1. From the home screen, press and hold the Power key and the Home key.
    2. Release the Power key and the Home key when the Apple logo appears.
    3. Your Apple iPad with Retina display restarts.
    4. Test your device to see if the issue is resolved.

Note: To optimize device performance, be sure your Apple iPad with Retina display is running the most recent device software. Check for software updates.

If you're still having issues, please try the Sprint Community pages or contact Apple Customer Support.

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