Tablet & Mobile device troubleshooting

If you suspect that your mobile phone is faulty, these simple troubleshooting steps can help you confirm the problem and what to do next.

My battery drains rapidly

If the issue is that your device turns on but the battery drains rapidly, eliminate the below common causes.

Common causes of battery drain

Bluetooth: switch it off when not in use
Running VNC / Remote access applications: close these apps when not in use
GPS / Location services and heavy use of maps: limit or switch off app access to location services where possible
High screen brightness / auto-brightness: turn it down and consider switching off auto-brightness
Animated backgrounds / moving wallpapers: use stills instead
WiFi: switch it off when not in use and / or turn off "ask to join other networks" features
Numerous applications running: close apps running in the background
Constant / high use of data: e.g. downloading or streaming video etc.
Constant / high level interaction with a user interface: e.g. gaming
Constant / high use of personal assistants: switch it off in settings if not used (e.g. Siri, S-Voice, etc)

If you continue to have battery issues, refer to the steps in the My device won't switch on section.

My device won't switch on

Below are troubleshooting steps if your device won't switch on.

If the issue is that your device does turn on but the battery drains rapidly, eliminate the common causes in the My battery drains rapidly section first.

Step 1. Charge the Device

Some devices may have a blank screen and may take up to 5 minutes of recharging before anything will show up on screen. To fully recharge a device's battery it usually takes at least a couple of hours.

If you're recharging via a USB cable, ensure you're using a high-powered USB port on your computer. USB ports on peripherals (e.g. computer keyboards) are usually not high-powered enough to charge cellular devices. Instead you need to connect your USB cable to a port on the main body of the computer, or use mains power to recharge the device.

Go to Step 2 if this isn't the source of the problem.

Step 2. Check the battery

Note. If you have a device that doesn't allow access to its battery, e.g. iPhone / iPad, skip this step.

Ensure the device is switched off and disconnected from any external power supply
Remove the device's battery
Check the battery itself and battery cavity, ensuring there is no dirt, dust, packaging, stickers etc. covering any of its metal contacts
Replace the battery ensuring its 'seated' correctly according to your device's user guide
Try to switch the device back on and check if the issue has been fixed

If you've already tried this or it doesn't rectify the problem, go to the Final Checks.

Final Checks

Consult your user guide / manufacturer's online support information to ensure the device's settings are configured correctly. Links to most manufacturer's support documentation can be found on this article
Ensure you're using the latest version of the device's operating software and update if necessary
Conduct a factory reset or perform a restore of your device. You are best to check your user guide for further assistance. Refer to Mobile device help or check out the manufacturers website

If you continue to experience the problem after confirming the settings and operating system are up to date, then it's likely that your battery is faulty and requires replacement.

My device won't activate

I get an error message on my device

Below are common error messages and related troubleshooting. Please select the message that best matches the error that's appearing on your screen. If the error message persists, contact us.

SIM Registration Failed / Invalid SIM / Insert SIM / Insert Card

This error can be caused by one or more of the following scenarios:

The SIM card requires 're-seating' or is faulty
The device has been reported lost / stolen and it's IMEI has been blocked
The service has been restricted or barred
The device is faulty

To eliminate the possibility of having a faulty SIM card:

Switch the device off and disconnect it from any external power supply
Remove the SIM card
Gently clean the SIM card with a dry cloth
Reinsert the SIM card into the device and switch it on, ensuring it's positioned correctly

If the error recurs:

Switch the device off again
Remove the SIM card
Place the SIM card into an alternate working Optus or network unlocked mobile device
If the alternate device produces a similar error, then you've confirmed that the SIM card is faulty
If the alternate device works with the SIM card, you may have a faulty device

Enter Security Code / Passcode

If you've not set your security passcode, try '0000', '12345', consult your user manual or contact your device manufacturer for the code.

SIM Locked / Enter PUK

These error types generally mean that you've exceeded 3 attempts to unlock the device with a PIN number. To rectify this problem you'll need to enter the PUK code. To information on how to retrieve your PUK, click here.

Call / Message Sending Not Allowed

These errors usually result from having a 'Fixed Dialling' or 'Limited Dialling' feature active on the device. These features are controlled directly on the device. Consult your user guide to change these settings.

I can't call / SMS / MMS or use mobile data

Before you start, ensure you have checked the following:

You are using a compatible device that is supported on the Optus mobile network. Optus is legally required to stop devices that are not able to make emergency calls to Triple Zero (000) using VoLTE from accessing the mobile network. Check if your phone is compatible using our Device Checker tool, by entering the first 8 digits of your device's IMEI (International Mobile Equipment Identity) number. Find your device's IMEI number by dialling *#06#.
Learn more about mobile safety here.
You're able to access this troubleshooting guide from another device or computer
You're in an Optus mobile coverage area. You can confirm here
You've checked for a known problem with the Optus Network in your area. You can check here
You've successfully made calls at your present location before (unless roaming)
Bluetooth and / or WiFi is switched off

After checking the above, perform a test call / SMS / MMS or test the data connection. If you still have issues, please select from the below based on your scenario. If the issue persists, contact us.

Making / Receiving calls

In most cases, the recorded voice announcement heard provides the reason the call cannot be completed. If you still need help in understanding why you cannot make / receive calls, contact us.

Sending / receiving SMS or MMS

It is important that you perform these initial checks, to see if they resolve the issue:

If you are unable to send / receive SMS or MMS to just a specific mobile, it is likely that the person you’re messaging may have a problem with their phone / service
If you're trying to SMS or MMS an international number, check that you’re using the correct country code and phone number format. Click here for help. Also ensure that your service does not have international restrictions in place
If you have a Prepaid service, ensure you have enough credit balance. Click here to check
If you have a Postpaid service, consider if your account is up to date and has not been restricted due to financial reasons. Click here to get your balance and due date

If you're still having trouble sending / receiving SMS or MMS in general, go through the below steps. Try sending an SMS or MMS after each step to see if the issue has been resolved.

Completely switch your mobile off for 30 seconds, then switch it back on
Check to see if your SMS or MMS inbox or outbox is full
- Most mobile phones have a limit on the amount of stored messages you can keep in your inbox / outbox. If you've exceeded your handset's limit, you won't be able to send or receive further SMS or MMS
- Delete as many old or unnecessary SMS or MMS from your message folders as you can, then attempt to send your message again. If you're unsure how to do this, you'll find instructions for selected handsets on our Device Guides page
Reset your network connection
- Most mobile handsets automatically connect to the default mobile network and continually optimise the connection 'session'. On occasion the connection 'session' may not refresh and therefore won't perform optimally
- Performing a 'Manual Network Selection' on your handset will force a refresh of your handset's connection to the network and can optimise performance
- To reset your network connection, manually select any network other than Optus through the handset's network settings. Wait a few minutes then repeat, this time selecting Optus. Power cycle your phone. Note. Resetting the network connection on an iPhone will delete any saved WiFi passwords and VPN settings. These will need to be re-entered after you've reconnected to the Optus network
Put your SIM card in another working handset and send a test SMS or MMS
- If the SMS or MMS sends from another handset, it's possible there is a problem with your original handset
- If the SMS or MMS doesn't send from another handset, the SIM card may be the cause of the issue
For MMS specific issues, check your MMS settings:
- For iPhone, ensure MMS Messaging is not switched off via the handset
- For all other phones, you may need to reset your MMS settings. Refer to your specific handset's Device Manual for the instructions
If you are seeing an error message, here's what to try:
- "Message sending failed" or "Message not sent this time": wait a few minutes and try again. If the same message appears, contact us.
- "Barring active" or "Check operator services": contact us for more help.