HP Elite X3 Dual Sim - not recognising SIMS

[Nichole_W]

I have recently be given a brand new Elite X3 Dual Sim phone just over a week ago.  After setting it up, it has been working fine for about 5 days and then it started stop recognising the SIM card.  Firstly one, just for a second, then drop outs etc. then both, but a restart normally solved it.  However over the last two days I have been losing both SIM's on and off and today the phone has completely lost recognition of both SIMs and even a restart has not helped.  I have taken the SIMS out and tried in other phones and they both work fine.  Put them back into the X3 and still not recognising either.  Is this a known issue or do I potentially have a hardware issue? Thanks in advance.

[Dvortex]

Hello, @Nichole_W – Hope you are well 🙂
 

Welcome to the HP Forum! This is a wonderful location to converse with the community, get assistance and find tips.

I understand that you are having issues while using your HP Elite X3 Dual sim. You mentioned that both the sim’s are recognized in a different phone. This suggests that the issue could be with the Elite X3.

I would suggest performing a reset on your Elite X3. You can simply power off the phone for 1-2 minutes and check. Also, try performing a factory reset on the printer. Here are the steps: http://hp.care/2ktFARB

Alternatively, make sure that you are inserting the sims as shown here: http://hp.care/2ktEViU

If the issue persists, please contact the HP phone support to get the phone serviced. You can visit http://www.support.hp.com/contact-hp and fill in your product details to get the tech support number.

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

Please let me know if this resolves the issue, or if you require further assistance.

Good luck 🙂

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[Nichole_W]

Thank you very much for your response.  I had already performed all the tests you suggested and even put the sim cards into other phones, which worked perfectly well.  Subsequently I lodged a call on Friday with the help desk, ran again through all the tests and a replacement phone has now been scheduled as it looks like the phone itself is faulty.  Kind regards Nichole

[artusana]

I had the same problem. I applied a kind of grandma solution, put a tape on the sim card so it fits tighter into the slot. After a restart the sim card worked well