Activation Troubleshooting (Lollipop)

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This document is intended for Moto E (2nd Gen.), Moto G (1st and 3rd Gen.), and Moto X (1st and 2nd Gen.) users

These instructions will assist you with errors that may occur during activation. This guide should only be used for Moto X (1st and 2nd Gen.) on Lollipop 5.1, the Moto G (1st and 3rd Gen.) and Moto E (2nd Gen.) devices.

    

I'm having WiFi connection issues 

I'm unable to connect to WiFi at home 

You'll need WiFi to activate our phones. Please be aware that not all WiFi connections may actually have a working Internet connection (such as a 'smart' device in your home). An Internet connection is required for the phones to reach Republic and Google services during activation. Examples of devices in your home which may broadcast a WiFi connection: 

  • Wireless printers (various brands)
  • Smart televisions (various brands)
  • Satellite TV receivers
  • WiFi enabled thermostats
  • Various smart devices 

If you are having issues verifying your WiFi password, you may have accidentally attempted to connect to a neighboring WiFi network. 

  • Default names for your router may include the name of the manufacturer.
  • For example, "Net52" may be your network, but you accidentally chose "Net52a" which belongs to a neighbor.
  • You may want to verify which network is correct by reviewing the connection on a currently connected device. 

If your phone is unable to see your home network, you may have your network set to a frequency the phone can't use. Please note that the Moto E (2nd Gen.) can only use 2.4Ghz WiFi networks. 

I'm unable to connect to other networks away from home 

  • Some corporate or larger WiFi network environments may block access to our service. These may include universities, municipal networks,  hospitals, or corporate locations. If you have issues activating with a corporate network, please try activating at home (if possible) or on a public hotspot such as a coffee shop or restaurant. 
  • Many public 'open' WiFi connections such as coffee shops and restaurants may also require you to also agree to Terms of Service (TOS) before an Internet connection is established. While the phone is connected to the WiFi network, which appear to be 'open,' no Internet connection will be active until the Terms of Service page is confirmed. 

If you power on the phone at a time that you're unable to connect to WiFi, you may retry activation after connecting to a WiFi network. 

Detail Images

Error Message & Fixes

No_Internet_Connection.png

I connected to WiFi but a notification appears that reads "Couldn't connect to the Internet."

  • Tap OK and then back.
  • Ensure you selected the correct network.

I'm still having issues.

The WiFi connection selected may in fact have no Internet connection. This may be a WiFi device in your home that broadcasts a WiFi connection (such as a 'smart' device) for direct WiFi connection.

  • Please select a different WiFi connection for activation or go to an open public WiFi network.
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I connected to WiFi but see that I'm stuck on 'connecting.'

  • Tap back to ensure you selected the correct network.
  • Ensure that you are inputting the correct password.
  • You may want to tap show password as you type.

I'm still having issues.

Your WiFi connection may not allow you to connect for security reasons.

  • Please select a different WiFi connection for activation.

CheckingDeviceStatus.pngRW-Fix-WiFi.png

I'm on a public hotspot that requires 'Terms of Service' during activation but it didn't show this option.

Most public hotspots will require that you agree to Terms of Service before an Internet connection will show.

  • You may need to skip through initial Google account steps until you reach 'Checking Device Status.'
    • Then add your Google account after you activate the device.
  • You'll see 'Your WiFI connection needs some help.'
  • Tap Fix WiFi.
  • You'll then be prompted to the Terms of Service page.

I'm still having issues.

You may want to check with the operator of the WiFi network to ensure that there are no connectivity issues.

If you are activating a Moto E (2nd Gen.) with 5.0.2, you will need to skip all activation steps until you reach the home screen. You may then connect to WiFi again, at which time you should be prompted to the Terms of Service page.

I'm unable to Reach Google services 

During the activation of the phone, or following a factory reset, your phone will attempt to setup Google services. You may skip Google account setup during activation and return to those steps via the settings menu at a later time.  

Detail Images

Error Message & Fixes

Google-cannotSignIn.png

 

 

I'm seeing "There was a problem with communicating with Google servers."

  • Tap the back arrow once.
  • Allow the phone to attempt the connection one additional time.

I'm still having issues.

The usual cause for this issue is that there is no Internet connection with your WiFi network. Please refer to I'm unable to connect to WiFi.

  • You may also skip Google account setup during activation.
  • The Google account setup steps can be done at any time after activation completes.                             

  

I'm getting errors with Republic Account activation 

During the activation process, your phone must communicate with Republic Wireless.  Errors during this time may be a result of a connection issue, an issue with your account, or an issue with the device's status on our network. 

Detail Images

Error Message & Fixes

UnableToDetermineStatus5.0.2.png

I'm seeing 'We're currently unable to determine the status of your phone.'

The usual cause for this error is that your phone isn't connected to the Internet. Please refer to I'm unable to connect to WiFi.

  • You may also tap Get Help for additional tips.

ViewNotAvailable.png

I tapped 'Get Help' and now see 'This view is not available because you do not have cell or Wi-Fi data connectivity.'

The usual cause for this issue is that there is no Internet connection with your WiFi network.  Please refer to I'm unable to connect to WiFi.

NOTE: Some corporate or larger WiFi network environments may block access to our service. These may include universities, municipal networks, hospitals, or corporate locations.  If you have issues activating with a corporate network, please try activating at home (if possible) or on a public hotspot such as a coffee shop or restaurant.

AccountInfoWrong.png

I tried signing in to my Account but see that my email and/or password did not match.

Please note that only the account owner email address can be used at this step.

  • The account owner's credentials are the only login information that can activate a phone on the account.
  • Using the account owner email address will not keep that address on the device.

  • Pay attention that your email address is not being auto-corrected.
  • You may select 'Forgot your password' for additional tips.

I'm still having issues.

Log into your Account portal using another device, such as a computer.

  • Verify your account password is correct on your computer.
  • Compare the account email address on your computer screen to the phone.

If you still are unable to log in with your account information, please contact Republic Help.

  

I just activated my phone but I see errors 

You may see that your phone will display an 'Activate now' message just after you activate the phone. This should go away after a few minutes, as the phone needs to wait for service to be ready on our network. 

   
Detail Images

Error Message & Fixes

ActivateNow.png

I'm seeing 'Activate Now' but I just completed activation. 

You'll see this just after you finish activating the phone. This shouldn't cause any issues.

  • Refrain from selecting the 'activate now' option.
  • This message will clear after a few minutes and change to 'Your phone is now active.'
  • You may need to wait upwards of 45 minutes for the activation to complete on our network.

I'm still having issues.

If you continue to see this notification after 45 minutes:

  • Check your email for a confirmation email from Republic Wireless. Be sure to check your spam folder if you don't see it right away in your Inbox.
  • Log into your Account portal and go to the My Phones section to see if your phone shows that it is activated. If it doesn't, please contact Republic Help.
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I'm seeing 'Welcome To Republic Wireless' after activating my phone.

You'll see this if you selected 'Activate Now' before getting a confirmation email.

  • Tap 'Skip activation.'
  • Refrain from selecting 'Get started now.'
  • You may instead press the Home button to return to the home screen.

Please wait for the 'Activate Now' message to change to  'Your phone is now active.' This may take upwards of 45 minutes.

I'm still having issues.

Check the owner's email account for a confirmation email from Republic Wireless.

  • If you didn't receive an activation email from Republic, check your spam folder.
  • Log into your Account portal and go to the My Phones section to see if your phone shows that it is activated. If it doesn't, please contact Republic Help.
AlreadyCurrentDevice.png

I'm seeing 'Oops... This device is already the current device on the service line.'

You'll see this if you selected 'Activate Now' before getting a confirmation email, and then selected 'Get Started Now.'

  • Tap OK to return to the home screen.
  • You may instead press the Home button.

Please wait for the 'Activate Now' message to change to 'Your phone is now active.' This may take upwards of 45 minutes.

I'm still having issues.

Check the owner's email account for a confirmation email from Republic Wireless.

  • If you didn't receive an activation email from Republic, check your spam folder.
  • Log into your Account portal and go to the My Phones section to see if your phone shows that it is activated. If it doesn't, please contact Republic Help.

 I'm seeing errors with cellular activation 

The phone will need to activate with the cellular network as the final step of the activation process. While you don't need to be in a cellular location for this to process, you may see activation issues for various reasons. 

Using the $5 WiFi only plan 

If you have the $5 WiFi only plan on any device, you may see an error during cellular activation.  You may dismiss this error, as your phone doesn't have a cellular connection since it is the WiFi only plan. 

  • This will have no impact on your WiFi connection.
  • If you elect to change to a different plan that includes cellular, this error shouldn't appear after the plan change. 

Initial fixes 

Before you start troubleshooting, there are a couple of simple things you can check that may give you a better idea as to what type of activation issue you may be experiencing: 

  • Make sure you're connected to WiFi.
    You don't need to be connected to cellular when activating your phone, but you do need to be connected to WiFi. Please see I'm unable to connect to WiFi if you are having issues with WiFi connectivity. 
  • Make sure 'airplane mode' is disabled.
    • Airplane mode will disable the cellular radio. Note that while it's possible to connect to WiFi with airplane mode, airplane mode will not allow a cellular connection. 
  • Make sure you have the correct phone.
    To do this, you'll need to verify that the serial number (MEID/Hex) for the phone you're holding matches the serial number in your Account portal.

    • To get the serial number of your phone:
      1. Tap Apps.
      2. Tap Settings.
      3. Scroll down to System and tap About phone.
      4. Tap Status.
      5. Scroll down and look for MEID.
    • Log into your Account portal and go to the My Phones section to see if it matches. If it doesn't, please contact Republic Help.

If everything above looks good and the phone is still not activated:

    1. Restart the phone.
    2. When phone comes back up, open the dialer and dial ##72786#
    3. If this completes without error, perform a profile update by going to Settings → System Update →Update Profile.
      (Note: You'll need to be connected to WiFi to update the profile.)
    4. The phone should restart. (If it doesn't, then manually restart the phone.)

I'm still having issues. 

Please try the steps above on a different WiFi network.  Please see I'm unable to connect to WiFi for information regarding using a different WiFi connection for activation.

If you still are unable to activate the cellular connection, please contact Republic Help. We would ask that you provide which steps you have taken, and the exact error messages you are seeing as this will help us to expedite your issue and make sure that we have covered all of the necessary steps.

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