Home Products About Investors Support Contact Support FAQ | TROUBLESHOOTING FAQ Frequently Asked Questions and Troubleshooting WHY DOES MY DEVICE DISPLAY A “NOT ACTIVATED” MESSAGE? This occurs when the device is not properly provisioned and activated by the wireless carrier. Please contact your wireless carrier to ensure device is properly activated and provisioned. WHY DOES MY DEVICE DISPLAY A “NO SERVICE” MESSAGE? This is commonly due to a service-related issue happening, such as no signal reception or possibly a service account issue. Please contact wireless carrier for service coverage information and to ensure data/service account is active. HOW COME MY DEVICE WILL NOT POWER ON? Ensure that you press and hold the power button for more than 2 seconds. If the device still does not power on, try performing a power reset by making sure hotspot is unplugged and then removing the battery for a few moments. WHERE DO I FIND THE PASSWORDS ASSOCIATED WITH MY DEVICE? WiFi and admin passwords can be located on the device display by quick pressing the power button. HOW DO I ACCESS THE WEB USER INTERFACE / ADMIN PAGE FOR MY DEVICE? Ensure that your device is connected to your computer and then open a web browser page. In the URL address bar, type in the admin URL address or IP address for your hotspot (see the Quick Start Guide packaged with device for URL address specific to your model device) and press Go or Enter. WHAT IF I WANT TO PERSONALIZE MY PASSWORDS? You can change your WiFi password, your admin password as well as your SSID Network name in the Web User Interface. WHY DOES MY DEVICE DROP CONNECTION? Slow or dropped connections can be due to poor signal reception. Check coverage availability in your location. WHY IS MY DEVICE DISPLAYING A SIM ERROR MESSAGE? SIM error messages typically indicate that the SIM card is not provisioned. Please contact your wireless carrier for help with this. Also, check to ensure that the SIM card is installed properly in the SIM card slot and that it is not damaged or dirty. WHY CAN’T I CONNECT THROUGH A VPN? Possibly the VPN Passthrough Mode feature is disabled. To check setting, log onto the web user interface for your device and ensure the VPN Passthrough Mode feature is enabled under the “Settings” tab and then “Advanced Router” screen. WHERE CAN I FIND A USER GUIDE FOR MY DEVICE? User guides currently available for MHS800L | R910 | C801 WHY DOES MY BATTERY NOT HOLD A CHARGE FOR VERY LONG? Active connection time, number of devices connected to your hotspot, network, signal strength, temperature are common factors that can contribute to how fast your battery discharges. It is normal for batteries to gradually wear down and require longer charging time. HOW LONG DOES IT TAKE TO FULLY CHARGE MY DEVICE? Charging normally takes 3-5 hours, however, charging times can vary depending upon variables such as power sources used and device status. Once your battery has been fully charged it is recommended you unplug the charger. CAN I USE MY DEVICE FOR EXTENDED TIMES WHILE ALWAYS PLUGGED IN? Your mobile device is equipped to support running without a battery while plugged in. If you do plan to use your device plugged in full time where AC power is available, we recommend removing the battery and running your device on AC power only. HOW CAN I EXTEND THE LIFE OF MY MOBILE DEVICE AND BATTERY? Always protect your device from environmental conditions. Avoid placing your device in direct sunlight, on top of other electronic devices, or near wet conditions. If storing your mobile device for a long period of time, it is recommended you remove the battery. Once battery has full charge it is recommended to unplug charger. IS THERE A WARRANTY ON MY DEVICE(S) AND PART(S)? Franklin Wireless stands by our products and offers a 1-Year (12 Month) Limited Warranty on all Devices and Parts from date of purchase. Please review Manufacturer's Warranty. WHAT SHOULD I DO IF I HAVE A DEFECTIVE DEVICE OR PART? 1) Be sure to review all FAQs to troubleshoot your device(s) or part(s). 2) If you still have issues call toll free 1 (800) 959-3558 (Monday - Friday, 9:00 AM - 6:00 PM PST) or email customer support. 3) If you still have not resolved your issue. Submit a RMA (Return Merchandise Approval) to confirm if your product(s) are under warranty and eligible for repair, exchange or replacement. NONE OF THESE FAQs ADDRESSED MY PROBLEM, WHAT SHOULD I DO? If none of these FAQs helped you should contact us. Fill out the form below. Contact Us Submit Franklin Wireless Corporation 9707 Waples St #150, San Diego, CA 92121 ©2021 Franklin Wireless Corp. All Rights Reserved. Partners | Privacy | Terms of Use | Careers