"The service isn't activated" status message when you try to connect to a mobile broadband network in Windows 8

Applies to: Windows 8Windows 8 EnterpriseWindows 8 Pro

Symptoms


Consider the following scenario:
  • You have a computer that is running Windows 8.
  • You have a CDMA mobile broadband network adapter that supports multiple mobile virtual network operators (MVNOs).
  • You try to connect to a mobile broadband network by clicking a specific operator on the Networks charm. You try to connect to the network by using a device that is not activated yet.
    Note You expect Windows to download the operator's application automatically so that you can then activate the device by using the application.
In this situation, the Mobile Broadband Account Experience (MBAE) is negatively affected. For example, the icon of the provider is not displayed. Additionally, you receive the following status message from the Networks charm:
The service isn't activated.
Contact operator name to activate the service.

Note
This issue occurs when the network connection is not the first network connection that the system creates a device node for. If it is the first network connection that the system creates a device node for, the metadata is still downloaded.

Cause


This issue occurs because MVNO does not provide the subscriber ID for CDMA devices that are not activated yet.

The system creates a mobile account device node for each provider. This is uniquely distinguished by either a subscriber ID or an equipment ID, which is used as an identifier for CDMA networks. When you click a new operator on the Networks charm, a device node is either created or updated, depending on whether a device node exists that has the same identifier. The system then downloads the metadata for the selected network. The metadata is only downloaded when a device node is created.

Note The metadata is also downloaded when a device node is re-enumerated, such as when you press F5 in the Devices and Printers dialog box.

If the device does not report subscriber IDs when switching providers, the system uses the equipment ID to create and identify the device node. Therefore, only one device node is created for the device. The metadata is downloaded and parsed for the previous provider. Therefore, all the information in the metadata is not collected by the system. As a side effect, the operator's application is not downloaded, and the application link is not displayed on the Networks charm. This also results in an unconnectable state, as operators usually provide an option to activate their devices by using their applications.

Resolution


To resolve this issue, install update rollup 2855336, or install the hotfix that is described in this article.

Update information

For more information about how to obtain this update rollup package, click the following article number to view the article in the Microsoft Knowledge Base:
2855336 Windows RT, Windows 8, and Windows Server 2012 update rollup: July 2013

Hotfix information

After you install the hotfix, the following behavior is improved:
  • Metadata is not immediately downloaded when switching providers.
  • Metadata cannot be parsed when the device is not activated and does not report subscriber ID.

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem.

If the hotfix is available for download, there is a "Hotfix Download Available" section at the top of this Knowledge Base article. If this section does not appear, submit a request to Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft website: Note The "Hotfix Download Available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must be running Windows 8.

Registry information

To use the hotfix in this package, you do not have to make any changes to the registry.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.


Status


Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

More Information


For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

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