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Devices can't connect to mobile broadband after over-the-air update from mobile operator

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This article provides a resolution for the issue that devices can't connect to mobile broadband after over-the-air update from mobile operator.

Applies to:   Windows 10 - all editions
Original KB number:   3160433

Symptoms

Your Windows 10-based device could connect to mobile broadband in the past, but connection attempts fail after your mobile operator applies an over-the-air update to your device. This problem affects only enterprise customers who have special plans with their mobile operator partners.

Cause

This problem occurs if the mobile operator made an over-the-air update directly to your modem. Windows tries to make a connection by using the configurations in the operating system based on previous successful connections. However, the mobile operator network and modem may block the connection request from Windows because of the mismatch between the Windows request and the configuration in the modem.

Resolution

Warning

Before you apply the following method, check your version of Windows to make sure that you're running Windows 10, build 10586.420 or later. To do this, press the Window key + R, and then type winver . If you're not running build 10586.420 or later, update your Windows installation to the latest available version.

To resolve the issue that's described in the "Symptoms" section, follow these steps:

  1. Open Registry Editor by pressing the Windows Key + R and then typing regedit.

  2. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Control Panel\Settings\Network.

  3. Right-click the Network key, and then click Permissions.

  4. Click Advanced, and check whether the owner is TrustedInstaller.

  5. Click the "Change" link, and then enter < machine_name >\Administrators.

  6. Click Check Names to verify that < machine_name >\Administrators is correctly validated (underlined). For example: MY-LAPTOP\Administrators. If it is, click OK.

    If Check Names does not return an underlined name, your user name is not in the correct format.

  7. Click OK in the Advanced Security Settings for Network pane.

  8. Select Administrators, select the Full Control check box in the Allow column, and then click OK.

  9. Create or locate the following registry key, and set the DWORD value to 1 (DWORD=1):

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Control Panel\Settings\Network\ManualConnectionRetry

  10. Go to Settings -> Network and Internet -> Cellular -> Connect.

  11. A retry page that resembles as:

Screenshot of the Mobile operator network connection retry option in the Cellular page of Network and Internet settings.

  1. Click Yes.
    Windows can now connect by using the configuration in the modem. This modem configuration overwrites the existing configuration on the operating system.