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Podzob

Hello everyone,

Since this afternoon, I have an issue with my Z5 Dual.

I can't unlock my sim card, after entering my PIN a window saying "unlocking SIM card" appears, and it doesn't go to the next step as it should normally do. I cannot use my phone like this

My SIM works on another phone, I've tried with another SIM on this phone, i've tried the two sim slots, i've restored it to factory settings, problem's the same...

Does it come from the phone's antenna ?

Thank you.

Jonas

Hi @Podzob, sorry to hear about this.

This sounds very strange. You mentioned that you have tried with different SIM cards in your device, did you experience the same behaviour with those SIM cards as well, that you get stuck on "unlocking SIM card" after entering your PIN code for the SIM card?

If you experience the same behaviour with another SIM card, try performing a software repair using Xperia Companion. This is a bit different from a factory reset as it will reinstall the latest available software, just to make sure that the software is not the cause of this.

Do note that all data will be deleted from the internal storage, so creating a backup using Xperia Companion before you start with the repair is advised and since you will need to unlock the device to do that, remove the SIM card(s) beforehand so you can actually get into the device properly.

Let me know if that helps!

Podzob

Thanks for your reply

Yes I'm stuck at the same step, even with another SIM card

I've just finished doing a software repair, I still have the problem ...

What should I do ?

I'm pretty skilled with my hands, I've already repaired a few phones and I don't want to spend too much on repairs, can you please tell me which component can be the cause of my problem ?

Jonas

Hello again!

Oh, I see, sorry to hear that you are still experiencing this behaviour.

It's very hard to say what the cause of this is, therefor I would recommend having the device sent in to an authorized service centre, so a trained technician can examined the device and see what is not working correctly.

Your Local support team will assist you further with arranging a repair for you.