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How to use the Troubleshoot & Resolve Tool

Our Troubleshoot & Resolve Tool helps you fix issues with your service, mobile device, or MicroCell.

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Visit Troubleshoot & Resolve Tool

Follow guided steps to troubleshoot problems with your wireless device or service.Fix it now
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ArticleDETAILED STEPS

Use the Troubleshoot & Resolve Tool

Before you begin

About the Troubleshoot & Resolve Tool
The Troubleshoot & Resolve Tool supports basic phones, smartphones, tablets, and MicroCell. The Troubleshoot & Resolve Tool provides guided steps to troubleshoot problems with:
  • Calls and messages
  • Voicemail
  • Internet and data
  • Email
  • Battery and power
  • Frozen screen
  • SIM cards
  • Device unlock
  • And more

Perform initial troubleshooting
Having issues with your device? These preliminary steps can resolve many problems:
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Main steps

Visit the Troubleshoot & Resolve Tool
To troubleshoot your device:
  1. Make sure you have the device you're troubleshooting.
  2. You may need to sign in to your myAT&T account.
  3. Visit att.com/devicetroubleshoot.
  4. If the device you're troubleshooting isn't presented, select Change and choose the correct device.
  5. Select a Service-Related or Device-Related Issue from the list.
  6. Follow the steps to address your particular issue.
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Additional steps

Unsupported devices
Contact the manufacturer for help with devices not listed in Troubleshoot & Resolve. The Troubleshoot & Resolve Tool may not support your device for one of the following reasons:
  • The manufacturer introduced your mobile device to the market more than four years ago.
  • Devices such as data cards (including USBConnect) and wearables aren't currently supported.
  • Specialty devices like 4G cameras or the Amazon Kindle HD aren’t supported.

Learn about your device
View tutorials to learn how to use features on your mobile device, data card, or wearable.
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