My SIM is not working and the Mobile Settings are Greyed out

CollecTin More 4G A12 - SIM not connecting and mobile settings greyed out / not accessible

With the SIM settings being greyed out this indicates that the SIM is not registered by the tablet. There could be three different causes for this.

1) The SIM and tablet connection was interrupted, possibly during transit. A reset of the tablet / reinsertion of the SIM can trigger the reconnection.

2) The SIM cannot be read. There is a problem with the SIM, which may have become demagnetised.

3) The android tablet Is not registering SIM cards. There is a problem with the tablet. This is the most unlikely one as all our tablets get checked for mobile recognition before the units are assembled.

Please follow the below trouble shooting steps to help identify the issue so we can assist you in the most effective way.

Interim Solution

If you are looking to use the CollecTin More imminently, a short-term provisional solution would be to connect the unit to a mobile hotspot to not loose income during an upcoming event.

The way you do this is:

1. Use someone's phot to create a mobile hotspot

2. Connect to the CollecTin More to the hotspot via Wi-Fi

> Cogwheel (settings)

> Network and internet

> Wi-Fi - Toggle ON

> Tap Wi-Fi

> connect to the hotspot created here - you may have to add a password that you can find on the phone of the person who created the hotspot for you.

Kind regards,

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1) The SIM and tablet connection was interrupted

Step 1: Factory Reset the Tablet 

You need the attached Quickstart Guide for this.

> Use the "Orange Dot" instructions for a Orange Top standard CollecTin More

> Use the "Purple Dot" instructions for a Purple Top Parish Buying CollecTin More 

On the Home Screen, tap the

> Cogwheel (settings)

Scroll down to

> System

> Reset options

> Erase all data (factory reset)

> Erase all data

> Go to the Quickstart Guide 4G A12 "Quickstart Steps" at the bottom of page 1 

Especially look out for:

[IF the ‘Update preferred SIM card?’ pop-up appears] Tap ‘YES’

IF the above SIM message appears and you can tap 'YES', complete points 1., 2., 3. and 6 in your Quickstart Guide.

You should now be able to access the Mobile network settings.

IF the above SIM message DOES NOT appear, pause the tablet setup points, and move on to Step 2.

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Step 2: Remove and Reinsert the Daisy SIM

Switch your tablet off before following the video instructions, by holding the Power button, then tapping > Power off

Follow these short video to gain access for you 4G A12 tablet and SIM. 

Remove the SIM, wipe it with a soft cloth and reinsert it. 

Please take note of the SIM direction when reinserting as per the instructions in the video.

Vidoe: How to remove your tablet from the CollecTin More 

Video: How to access remove the SIM card on your 4G A12 android tablet (remove & insert)

Note: Do not replace your tablet back into the CollecTin More casing yet.

Once the SIM is inserted, start up your tablet.

> Press and hold the power button until the CollecTin logo appears on screen

> Wait for the tablet to boot up

> [IF the ‘Update preferred SIM card?’ pop-up appears] Tap ‘YES’ 

 >> Wait for the SIM configuration. When this is complete:

 -  the empty triangle to the left of the battery indicator (at the top left part of the screen) should now be partially or completely full (depending on the signal strength)

-  two 4G icons should appear: one on top of the signal indicator and another to the left of it.

IF the above SIM message appears and you can tap 'YES', you should now be able to access the Mobile network settings. Reinsert the tablet into the CollecTin More casing.

Follow the Quickstart Guide and complete points 1., 2., 3. and 6.

IF the above SIM message DOES NOT appear,  follow the Quickstart Guide and complete points 1., 2., 3. and 6.

Once completed, move on to Step 3 below.

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2) The SIM cannot be read

Step 3 - Checking the SIM

If you are comfortable doing this, and you have a mobile device that operates on a micro-SIM, you could remove the Daisy SIM again as per Step 2, and insert it into your device. 

Likewise, you can insert your SIM into the android tablet. Switch on the tablet again and continue the instructions under Step 2, looking out for > [IF the ‘Update preferred SIM card?’ pop-up appears] Tap ‘YES’

and checking if the Mobile settings are available on the tablet. 

IF the Daisy SIM does not get recognised by your device, OR if your SIM allows access to the mobile settings on the tablet the issue is the Daisy SIM, which will require a SIM swap to be performed by Daisy.

The Daisy Support team can be reached on collectin@daisycomms.co.uk

IF the Daisy SIM is recognised by your device, OR your SIM is not recognised/ allow access to mobile settings on the tablet the issue will be with the android tablet.

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3) The android tablet is not registering SIM cards

Step 4: Returning your in-warranty CollecTin More to us

CollecTin More units within their 12 month warranty will be collected by us, so we can test, repair or if necessary replace any parts that are not working as they should. 

For devices outside of the warranty, you are welcome to return the CollecTin More to us for testing, repairs or replacements for your account. Please email us for details.

Unless you have already done so, please send us:

• Details of your order so we can locate it in our system (e.g. Order confirmation number / email under which the order was placed / Diocesan roll-out details).
• Contact details to arrange a collection of your device, including name, email, mobile, pickup address, instructions for a courier
• Suitable date to arrange collection for the CollecTin More.