Network status indicator shows "SOS" on the BlackBerry smartphone

Article ID: KB03448

Type: Support Content

Last Modified: 06-14-2012

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
CollapseEnvironment
  • BlackBerry® smartphones
  • BlackBerry® Device Software
CollapseOverview

The network status indicator on the Home screen of the BlackBerry® smartphone displays SOS. The SOS network status indicator means that only emergency calls can be made from the BlackBerry smartphone. Messages cannot be sent or received, and phone calls cannot be made or received.

Complete the following steps in order until service is restored on the BlackBerry smartphone:

Step 1 - The SIM card is not properly inserted into the BlackBerry smartphone. (GSM Only)

Check to make sure the SIM card is inserted properly. To perform this, follow these steps:

  1. Remove the battery and SIM card from the BlackBerry smartphone. For instructions on how to remove the SIM card, see the Getting Started Quick Reference Card.
  2. Insert the SIM card so that it fits properly into the BlackBerry smartphone, and then insert the battery.
  3. If there are SIM card errors after the BlackBerry smartphone initializes, contact the wireless service provider.

Note: If SIM card appears to be damaged or corroded skip to step 9


Step 2 - The service has been disconnected by the wireless service provider.

Contact the wireless service provider to make sure that the service on the BlackBerry smartphone is active.


Step 3 - There is no wireless network operator coverage.

Contact the wireless service provider to check the coverage in the area where the BlackBerry smartphone is located.


Step 4 - The network selection mode is set to manual and no network is selected.

Change the network selection mode to Automatic on the BlackBerry smartphone. To perform this, follow these steps:

  1. From the BlackBerry smartphone Home screen, select Options.
  2. From the Options list, select Network.
  3. Change the Network Selection Mode option to Automatic.
  4. Press Escape, then click Save.

Step 5 - The BlackBerry smartphone has roamed to a wireless network that does not support roaming. (GSM Based)

Change the state from SOS to GPRS on the BlackBerry smartphone. To perform this, follow these steps:

  1. On the BlackBerry smartphone Home screen, disconnect the BlackBerry smartphone from the wireless network and then reconnect.
  2. Verify that the SOS status has changed to GPRS.
  3. If the status has not changed to GPRS, reset the BlackBerry smartphone. For instructions, see KB02141 .
  4. Verify that the SOS symbol has changed to GPRS.
  5. If the status still displays SOS and not GPRS, from the Home screen, select Options.
  6. From the Options list, select Network.
  7. Change the Network Selection Mode option to Manual.
  8. Select Scan for Available Networks.
  9. Select an available network. If no network is available, contact the wireless service provider.

Step 6 - When roaming outside of the home CDMA network and using a BlackBerry smartphone CDMA WorldPhone edition, the Network Technology setting may be set for 1XEV.

Change the Network Technology setting to Global. To change the Network Technology setting, follow these steps:

  1. From the BlackBerry smartphone home screen open Options.
  2. Select Mobile Network.
  3. Select Global beside Network Technology.

Step 7 - When in an area of poor CDMA network coverage and using a BlackBerry smartphone CDMA WorldPhone edition without a SIM card inserted, the Network Technology setting may be set for Global.

Change the network technology setting to 1XEV to avoid attempting to connect to a GSM wireless network provider. To change the Network Technology setting, follow these steps:

  1. Open Options.
  2. Select Mobile Network.
  3. Select 1XEV beside Network Technology.

Step 8 - The SIM card is scratched or damaged.  (GSM Only)

Check the SIM card for damage, then contact the wireless service provider. To check the SIM card for damage, follow these steps:

  1. Remove the battery and SIM card from the BlackBerry smartphone. For instructions on how to remove the SIM card, see the Getting Started Quick Reference Card.
  2. Check the SIM card for scratches or other visible damage.
  3. If possible, determine if the SIM card works in another BlackBerry smartphone.

Step 9 - The SIM card contacts are oxidized or corroded (GSM Only)

If the SIM card has been removed from a BlackBerry smartphone and exposed to air for an extended period, oxidation can occur on the SIM card contacts. Oxidation can render the SIM card unusable, or cause unpredictable electronic behavior.

Check if oxidation has occurred and contact the wireless service provider. To determine if oxidation has occurred, follow these steps:

  1. Remove the battery and SIM card from the BlackBerry smartphone. For instructions on how to remove the SIM card, see the Getting Started Quick Reference Card.
  2. Check the SIM card for discoloration or visible damage.

Step 10 - The BlackBerry smartphone requires the latest software from the wireless service provider.

Upgrade the BlackBerry Device Software to the latest version available from the wireless service provider. For instructions, see KB03901 .

CollapseAdditional Information

If none of the above resolutions correct the problem, contact the wireless service provider.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.