No network when 4G

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Virginie Berre Jeudy

• March 27, 2019 11:38

Dear support and community team,

I cannot use rainbow when my phone is not connected to wifi. I have checked all the parameters, rainbow is allowed to use data even if my phone is in eco use.

My friends don't have this issue...

Please help!
TIA
Virginie

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  Nathalie KAYSER-MARCHAL

  • April 03, 2019 15:01

  Hi Virginie,

  could you please provide more detailed information please?

  What kind of phone are you using (iOS, Android?) and in which version/Rainbow version? 

  Are you able to use 4G in any other cases (I think yes but I have to ask 😉) 

  Any more information is welcome to find a solution as quick as possible.

  Thank you for your understanding!

  Best regards

  Nathalie

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  Virginie Berre Jeudy

  • April 03, 2019 15:50

  Dear Nathalie,

  Thanks for your answer:

  • My phone is Android with samsung Galaxy s7.
  • Rainbow version is 1.54.2.
  • No problem with 4G (facebook, Whatsapp...) 

  I don't know what other infos you need I'm sorry.

  Thank you!

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  Quentin Grabenstaetter

  • April 05, 2019 14:05
  • Edited

  Hello Virginie,

  Thanks for your reply. Could you please check in your Smartphone if Rainbow application is allows to use the cellular data?

  You should find this information in your device settings: Manage Apps > Rainbow > Restrict Data Usage

  

  Please check if Rainbow is allow to use "Mobile Data"

  

  The screen can be different in your device (depending to the device manufacturer). Feel free to ask if you don't find this settings! 😊

  If everything is okay on your side, can you tell me when the connection is broken?

  • You can't connect?
  • You can't open a conversation?
  • etc.

  Thanks in advance,

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  Virginie Berre Jeudy

  • April 06, 2019 14:05

  Dear Quentin

  I think everything is ok, rainbow is allowed to use mobile data (even if i use "data eco"). My phone is a french one so i'm not sure about the translation... sorry!

  If my phone is not connected to wifi, when i open rainbow, i have to reconnect but it doesn't work. If rainbow is opened and i remove wifi connection, a orange line with "waiting for network" written.

  Hope it will help you...
  Thanks!

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  Quentin Grabenstaetter

  • April 08, 2019 07:50
  • Edited

  Hello Virginie,

  Thank you for your answer. We are checking if telecom operators can block certain components used in Rainbow. Can you give me the name of your operator and the country where you are trying to use Rainbow?

  Can you in the meantime check if someone around you can use rainbow on the same 3G/4G network (same operator)?

  This will allow us to target if the problem is coming from your mobile or the network.

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