The following steps may differ between Android versions. To learn which Android version your device has, find and tap Settings → About phone → Android version. If you do not see About phone under Settings, tap System.
- Restart your device, and then turn Wi-Fi off and then on again.
To turn Wi-Fi on or off
- Find and tap Settings → Network & internet → Wi-Fi.
- Tap the switch to enable or disable Wi-Fi.
Note: It may take a few seconds before Wi-Fi is enabled.
- Restart the router. Check that your router is Wi-Fi certified. Your device is Wi-Fi certified, so if the router isn't, the devices may not communicate properly.
To check if your router is Wi-Fi certified
- Look for the Wi-Fi CERTIFIED logo or phrase on the product packaging or in the product literature, or search the Wi-Fi CERTIFIED products database on the Wi-Fi Alliance website.
- Make your device forget the settings for the Wi-Fi network to which you want to connect, and then reset it.
- Verify that you are in the range of the Wi-Fi router. Check the Wi-Fi signal strength
(Wi-Fi icon) in the status bar. If the signal is low, or there is no signal, move closer to the Wi-Fi hotspot, that is, your device that provides the Wi-Fi network. - Make sure that the router is using the latest software version. Contact the router manufacturer for instructions on how to update the router software.
- Check the following router settings using a computer. If you are not sure how to change the settings, check the user guide of the router or contact your router manufacturer.
- Network mode/speed: Change to auto or mixed mode instead of b, g, or n.
- SSID and password: Make sure there are no special characters or characters which are not in the standard ASCII character set.
- DHCP: Make sure it's turned on. You could also try setting a static IP address if you have problems accessing the internet using your Wi-Fi connection.
- MAC filter: Make sure it's turned off. Also, set your device as allowed.
- Channel: Try using another channel, preferably 11 or lower.
- Add your device's MAC address to the MAC filtering table of the Wi-Fi router. Some routers require your MAC address.
For instructions on adding MAC addresses to the MAC filtering table of the router, refer to the router user guide or contact your router manufacturer.
To check the MAC address of your device (Android™ 12/Android 11)
- Find and tap Settings → About phone. The MAC address is displayed under Device Wi-Fi MAC address.
To check the MAC address of your device (Android 12/Android 11)
- Find and tap Settings → Network & internet → Wi-Fi.
- Tap Wi-Fi preferences → Advanced. The MAC address is displayed in the list.
- Perform a factory data reset. This is sometimes the best solution if your device stops functioning properly, but note that it will delete all personal content saved on the internal memory of your device. Make sure to back up data that you want to keep.
To back up your data using a computer
- Unlock the screen of your device and connect your device to the computer using a USB cable.
- On the computer, select which files to back up, then copy and paste or drag and drop the files to a location on your PC.
To back up and synchronize apps, phone settings, and call history
- Find and tap Settings → System → Backup. You may find the item under Advanced.
- Tap the switch to enable the function. Your app data, device settings, and call history will be backed up automatically.
Note: You can also enable backup from the settings menu in Google Drive. You can synchronize your app data, device settings, and call history automatically by logging in to the Google account used to synchronize data on your old device. When you power on your new device for the first time, log in to the Google account during the setup wizard.
To perform a factory data reset (Android 12/Android 11/Android 10)
Note: To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset options. You may find the item under Advanced.
- Tap Erase all data (factory reset) → Erase all data.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase all data.
Your device does not revert to an earlier software version of Android when you perform a factory data reset.
To perform a factory data reset (Android 9)
Note: To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset options. You may find the item under Advanced.
- Tap Erase all data (factory reset) → Reset phone.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase everything.
Your device does not revert to an earlier software version of Android when you perform a factory data reset.
To perform a factory data reset (Android 8)
Note: To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset.
- Tap Factory data reset → Reset phone.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase everything.
Your device does not revert to an earlier software version of Android when you perform a factory data reset.
