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clyde321's profile

1 Message

Friday, March 22nd, 2024 1:22 AM

ASUS Zenfone 9 (ASUS_AI2202) crashes as long as SIM card is inserted.

I have an ASUS Zenfone 9 model ASUS_AI2202. It's been working fine on AT&T since the summer.
Recently, possibly just after I upgraded to Android 14, the phone started crashing.
It only crashes when the SIM card is inserted.
Not a boot loop, but less than a minute after booting or inserting the SIM card the phone will crash.

Current system update is 34.0304.2004.87
The sim works in my old galaxy s10e
It will crash in airplane mode

Accepted Solution

ACE - Expert

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23.9K Messages

3 months ago

I researched this issue and asus is taking responsibility for it.  Personally if I need a phone for my day to day it won’t say asus on it.  They are just slow on updates and what not.  I do give them props for identifying the issue they created.  

Community Support

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232.8K Messages

3 months ago

Hi, @clyde321 thanks for bringing this to our attention. We've checked and found that ASUS Zenfone 9 (ASUS_AI2202) is indeed compatible with AT&T network according to our device compatibility list.

Let's check on what's causing this. Please visit this device-support link to troubleshoot your device, and let us know if it helps.

Thank you for visiting AT&T Community Forums!

 

CrystalS, AT&T Community Forums Specialist.

 

2 Messages

3 months ago

I'm having the exact same issue. Zenfone 9, started crashing 2 days ago after about a year of usage on AT&T. If I take the sim card out it stops rebooting. If I plug it back in, as soon as it recognizes the sim card it reboots again.

I tried plugging a tmobile sim card into the phone and it works fine.
If I put my AT&T sim card in another phone after trying it in my zenfone 9, it shows a message stating that "the device you tried to activate does not work on our network".
It looks to me like AT&T booted this phone from the network.

(edited)

ACE - Sage

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118.2K Messages

3 months ago

At&t won't help you, as they didn't sell the phone.

2 Messages

3 months ago

I'm having the exact same issue with my Zenfone 9. It started 4 hours ago today. Resetting network settings did not help. Crashes as soon as I put the Sim in (5G prepaid). Safe mode works fine. I haven't done a factory reset - I'm waiting a bit for other resolutions before I go through the hassle of setting everything back up only to find the issue is on AT&T or ASUS's end.

2 Messages

3 months ago

Don't factory reset  it just go get you a new SIM, it took mine 6 freaken cards to work and it was no thanks to ATT's employees.

My phone (Asus Zenfone 9) with a pre-paid card, I paid 10 days before for the whole year started rebooting non-stop on 3/17(sunday) and the only time it stopped was only in safe mode or if the SIM card was out. I went to the store last week on monday to tell them that I probably need a new SIM, the employee started with one that didn’t end up working  but stopped the rebooting. I remembered that last year when I first started my plan the SIM was changed twice before they got my phone working so I told him to get one more. He did and this one was not even registering in the phone at all. SO I decided to factory reset my phone as a final option and still nothing. He ended up putting his personal non prepaid card in and the phone which worked just fine there was text, calls and net. SO he told me to call Tech because it seems like there is no SIM damage to my phone. I called and spoke to a lady that obviously had no idea what she is talking about,  supposedly created me a case and told me they will call me back in 24-48 hours. She as well told me that my phone is and I quote “ as we speak being taken over by another number, so that is why i don't have service…. I TOLD HER MY PHONE STOPPED WORKING THE DAY BEFORE.....and if it was taken over by another number how would that happen if I had already paid for this plan with this phone weeks before…..???? I should have known better and called back or ask for another person or to speak to a supervisor. In the meantime  my husband has Asus ROG and he let me use his card and my phone worked fine, the minute I put his sim back in his phone it stopped working so he also had to make a trip to the store but he got service right away. I waited till wednesday and noone called me so I called. The person I spoke to started by saying did they tell you that the account recovery could take 7 days or more….EXCUSE ME? I was told I will get a call back in 2 days and when I tried to ask about the account/phone recovery he didn’t explain anything. He sent me to  store to get yet another card and told me he will put a note there and tell them that I will have tech activate this one and I will have to call. So I ended up driving there and calling from their parking lot because I already didn’t trust them. Ended up waiting about 35 min just to get the most useless rep ever, he had no clue what i was talking about, he tried to start me a new plan, asked me for an alternate number that I gave him thinking he needs it if we disconnect, he ended up calling me on it at the same time and than hung up on me and never called me back. I went back in 10 min before they were closing and begged for 2 more cards and was told that they can’t do refunds and basically couldn’t help me because my phone was not working with the cards they gave me and yet literally a minute after i got in my car my phone started working again on it’s own. The next day my service went out again and started rebooting the phone again. So i ended up letting it reboot on and off until it got to the factory reset message and did that since I had nothing to loose and it ended up working. Now I am terrified my service will just stop working out of the blue again and ATT will just steal my money and tell me they can’t help so I will have to buy a new phone and look for a new provider.

So ATT is there a solution to our problems, why do you have a pre paid plan with a BYOP when you won't help us or refund us after you  "approved" our IMEI's/Phones and told us our phones are compatible and yet you take our money but we only used 2 weeks out of a plan that is supposed to be working for  the whole year?

(edited)

ACE - Sage

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118.2K Messages

3 months ago

@Nadeto8 

When you bring your own phone, AT&T is not responsible for your hardware.  

 You stated your phone had an update the software updates come from ASUS, complain to the manufacturer

If you're concerned about continuing to use AT&T for service, then don't. Switch to T-Mobile

2 Messages

3 months ago

The reason I and others have posted here is because the crash didn't start happening because of an update. It's easier for AT&T to push out a change to their network than it is for ASUS to sneak out an update. Unless you're R&D on either company and have actually sourced the issue, you don't know which end the issue is on so it's best to let both companies know what is going on.

That being said ASUS is aware of the issue and is working on a fix (from their forums)

2 Messages

3 months ago

I can switch to a different service that is not a problem. The problem is that customer service didn't just tell me: hey we can't fix it instead they wasted a whole week of my life making me drive back and forth to the store. And I spent $300 in March this month for a full year of 12 months of service and I only used about 2 weeks of it. Are we able to receive refunds if we paid $300 for the whole year and we only used two weeks out of that, they can even subtract the $25 for March and give me my $275 back? 

(edited)

2 Messages

3 months ago

Yes, this started happening to me while I was out on vacation. I was not running software updates while I was out in the theater using data. Losing my phone made it really difficult to get back to the hotel, and home.  @formerlyknownas  it says you're not an AT&T employee, it seems like you just roam around these forums talking down to people and (occasionally) providing some actually useful advice. Mostly the former though... don't you have anything better to do with your time?

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