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    I Cannot Connect to my Home Wi-Fi® Network

    • Restart your device, and then turn Wi-Fi® off and then on again.
    • Restart the router. Check that your router is Wi-Fi® certified. Your device is Wi-Fi® certified, so if the router isn’t, your devices may not communicate properly.

      To check whether your router is Wi-Fi® certified

      • Look for the " Wi-Fi® CERTIFIED" logo or phrase on the product packaging or in the product literature, or search the Wi-Fi® CERTIFIED products database on the Wi-Fi® Alliance website at .
    • Verify that you are in range of the Wi-Fi® router. Check the Wi-Fi® signal strength in the status bar. If the signal is low, or there is no signal, move closer to the Wi-Fi® hotspot—the device that provides the Wi-Fi® network.
    • Make sure both your device and the router are using the latest software versions.
      • Device: Click here to check for software updates for your device.
      • Router: Contact the router manufacturer for instructions on how to update the router software.
    • Check the following router settings using a computer. If you are not sure how to change the settings, check the user guide of the router or contact your router manufacturer.
      • Network mode/speed: Change to auto or mixed mode instead of b, g, or n.
      • SSID and password: Make sure there are no special characters or characters which are not in the standard ASCII character set.
      • DHCP: Make sure it’s turned on. You could also try setting a static IP address if you have problems accessing the Internet using your Wi-Fi® connection.
      • MAC filter: Make sure it’s turned off. Also set your device as allowed.
      • Channel: Try using another channel, preferably 11 or lower.
    • Add your device’s MAC address to the MAC filtering table of the Wi-Fi® router. Some routers require your MAC address.

      For instructions on adding MAC addresses to the MAC filtering table of the router, refer to the router user guide or contact your router manufacturer.

      To Check the MAC Address of Your Device

      1. From your Homescreen , tap .
      2. Find and tap Settings > About phone > Status .
      3. Scroll down to Wi-Fi MAC address .
    • Perform a factory data reset. This is sometimes the best solution if your device stops functioning properly, but note that it will delete all personal content saved on the internal memory of your device. Be sure to back up data you want to keep.

      To Back up your Data Using a Computer

      1. Make sure Xperia™ Companion for Windows or Mac OS is installed on your PC or Mac®.
      2. Connect your device to the computer using a USB cable.
      3. Computer: Open the Xperia™ Companion software. After a few moments, the computer detects your device.
      4. Select Backup on the main screen.
      5. Follow the on-screen instructions to back up data from your device.

      To avoid permanent damage to your device, do not restart your device while a reset procedure is underway.

      1. Before you start, make sure to back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory.
      2. From your Homescreen , tap .
      3. Find and tap Settings > Backup & reset > Factory data reset .
      4. To delete information, such as pictures and music, from your internal storage, mark the Erase internal storage checkbox.
      5. Tap Reset phone .
      6. If required, draw your screen unlock pattern, or enter your screen unlock password or PIN to continue.
      7. To confirm, tap Erase everything .

      Your device does not revert to an earlier software version of Android™ when you perform a factory data reset.

      If you forget your screen unlock password, PIN or pattern, you can use the device repair feature in Xperia™ Companion to erase the security layer. You need to provide your Google account login details to perform this operation. By running the repair feature, you reinstall software for your device and you may lose some personal data in the process.
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    Find your product
    On your Xperia™ device, go to Settings > About Phone/Tablet > Model number
    On your Xperia™ device, go to Settings > About Phone/Tablet > Model number