Sonim XP5 in gloved hand

Troubleshooting the Sonim XP5

Learn more about the Sonim XP5

Sonim XP5 - 3 in 1 for troubleshooting

Table of Contents

1. Basic Phone Set Up

2. Phone Software Troubleshooting

3. Roaming Data Troubleshooting

4. Connection Troubleshooting


1. Basic Phone Set Up

1A. Phone info

1A-1. How do I turn on and turn off my mobile device?
1A-2. How do I find out what my phone number is?
1A-3. Can I change the volume on my phone?
1A-4. Can I change the screen brightness on my phone?
1A-5. Help with changing the USB connection options.
1A-6. How do I do a factory reset?
1A-7. Can I reset my device to the default APN settings?

1B. Screen help

1B-1. My phone times out after a certain amount of time, how do I adjust that?
1B-2. Does my phone have the ability to lock the screen after a certain amount of time?
1B-3. How do I disable screen lock?

1C. Setting up contacts

1C-1. I’d like to add a new contact, how would I do that?
1C-2. How do I delete a contact?

1D. Caller ID & call forwarding help

1D-1. How do I enable or disable caller ID in outgoing calls?
1D-2. Can I automatically forward all my calls to another number (call forwarding)?

1E. Text Messages ABC’s

1E-1. How do I send a text message to someone?
1E-2. How do I send a multimedia message (MMS)?
1E-3. Can my phone automatically delete old text messages?

1F. Calendar Setup

1F-1. How do I add an event to my calendar?
1F-2. How do I delete an event on my calendar?

1G. Picture taking

1G. How do I take a picture on my device?

1H. External Set-up

1H-1. How do I replace the battery in my phone?
1H-2. How do I replace the SIM card in my phone?

1I. Data and Memory help

1I-1. How can I see my data usage so far?
1I-2. Can I see how much available memory I have?
1I-3. How to clear the cache or cookies on my device?

2. Phone Software Troubleshooting

2A. What software version is my phone?
2B. How do I update the software version?

3. Roaming Data Troubleshooting

3A. How do I turn on the Roaming Data or services on my device?

4. Connection Troubleshooting

4A – Wi-Fi

4A-1. How do I turn on and connect to Wi-Fi?
4A-2. Can I use my device as a hotspot?
4A-3. Can I share my Internet with a computer
4A-4. How do I scan for networks?

4B – Airplane Mode

4B-1. How do I turn on and off Airplane Mode?

4C – Bluetooth

4C-1. How do I turn on and off Bluetooth?
4C-2. How do I pair my device with a headset via Bluetooth?
4C-3. How do I remove a paired Bluetooth device?


1A-1. How do I turn on and turn off my mobile device?

To turn on the device:

  • Hold down the power button and it will turn on.

To turn off the device:

  • Hold down the power button -> Press OK -> The device will turn off.
Troubleshooting Sonim XP5 Turn off 1-2

1A-2. How do I find out what my phone number is?

  1. Press the middle key to go to the menu.
  2. Scroll and press on the settings option.
  3. Press ‘About Phone’.
  4. Scroll and press ‘Status’.
  5. Scroll to ‘My Phone Number’.
Troubleshooting Sonim XP5 Phone Number 1-2
Troubleshooting Sonim XP5 Phone Number 3-4
Troubleshooting Sonim XP5 Phone Number 5

1A-3. Can I change the volume on my phone?

There are two ways.

1 – Press one of the two button of the left of the phone and adjust the volume.

Troubleshooting Sonim XP5 Volume 1-2

2 – To change the volume in the settings:

  1. Press the middle key to go to the menu.
  2. Scroll and press on the ‘Settings’ option.
  3. Press ‘Sound’.
  4. Scroll and press ‘Volume’.
  5. Adjust the volume to each Media as desired.
  6. Press OK to confirm.
Troubleshooting Sonim XP5 Volume 2 1-2
Troubleshooting Sonim XP5Volume 3-4
Troubleshooting Sonim XP5 Volume 5

1A-4. Can I change the screen brightness on my phone?

To adjust the screen brightness:

  1. Press the middle key to go to the menu.
  2. Scroll and press on the ‘Settings’ option.
  3. Scroll and press ‘Display’.
  4. Press ‘Brightness’.
  5. Adjust the brightness by scrolling right and left.
Troubleshooting Sonim XP5 Brightness 1-2
Troubleshooting Sonim XP5 Brightness 3-4
Troubleshooting Sonim XP5 Brightness 5-6

1A-5. Help with changing the USB connection options.

  1. Plug the phone in by connecting the USB cable.
  2. Press the options key.
  3. Scroll and press ‘My Notifications’.
  4. ‘Connect as a Media Device’.
  5. Select desired option and press it.
  • Both settings will allow you to transfer over data, pictures, video and media.
    • MTP:
      • You can use the device while its connected.
      • Supports Windows Media Digital Rights Management.
      • No limit to the size of files being transferred.
      • Can only be used while connected to a PC.
    • UMS / MSC:
      • The device can not be used while connected.
      • There is a limit of 4 GB per file transferred.
      • Files can be played via a car kit.
      • Can be used while connected to a PC or MAC.
Troubleshooting Sonim XP5 USB Connection 1-2
Troubleshooting Sonim XP5 USB Connection 3-4
Troubleshooting Sonim XP5 USB Connection 5

1A-6. How do I do a factory reset?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Settings’.
  3. Next, Scroll and press ‘Factory Reset’.
  4. Scroll and press ‘Reset Phone’.
  5. Press ‘Erase Everything’.
  6. Press ‘Reset Phone’.

There is no way to undo a Factory Reset. The data on the SD card or phone memory will remain as it was.

Troubleshooting Sonim XP5 Phone Number 1-2
Troubleshooting Sonim XP5 Factory Reset 5-6
Troubleshooting Sonim XP5 Factory Reset 3-4
Troubleshooting Sonim XP5 Factory Reset 7

1A-7. Can I reset my device to the default APN settings?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Settings’.
  3. Press ‘More’.
  4. Then, Press ‘Mobile Networks’.
  5. Press ‘Access Point Names’.
  6. Press ‘Options’.
  7. Select ‘Reset to Default’.

Resetting your device’s APN settings may fix error when trying to send a text message or access the internet. At times the settings were changed from the original and the phone can therefore not function as normal.

Troubleshooting Sonim XP5 Phone Number 1-2
Troubleshooting Sonim XP5 Default APN 3-4
Troubleshooting Sonim XP5 Default APN 5-6
Troubleshooting Sonim XP5 Default APN 7

1B-1. My phone times out after a certain amount of time, how do I adjust that?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Settings’.
  3. Then, Scroll and press ‘Display’.
  4. Scroll and press ‘Sleep’.
  5. Adjust to the correct amount of time.
  6. Press ‘Select’.
Troubleshooting Sonim XP5 Phone Number 1-2
Troubleshooting Sonim XP5 Screen Timeout 3-4
Troubleshooting Sonim XP5 Screen Timeout 5

1B-2. Does my phone have the ability to lock the screen after a certain amount of time?

  1. Press the middle key to go to the menu.
  2. Choose ‘Settings’.
  3. Scroll and press ‘Security’.
  4. Press ‘Screen Lock’.
  5. Scroll and compose a PIN.
  6. Scroll and press ‘Continue’.
  7. Confirm the PIN by entering it a second time.
  8. Scroll and press ‘OK’.
Troubleshooting Sonim XP5 Phone Number 1-2
Troubleshooting Sonim XP5 Lock Screen 3-4
Troubleshooting Sonim XP5 Lock Screen 5-6
Troubleshooting Sonim XP5 Lock Screen 7

1B-3. How do I disable screen lock?

  1. Press the middle key to go to the menu.
  2. Press ‘Settings’.
  3. Scroll and press ‘Security’.
  4. Press ‘Screen Lock’.
  5. Enter the PIN that was previously created.
  6. Scroll and press ‘Next’.
  7. Select ‘press and hold the * key’. The Screen lock is now disabled. To open the phone, simply press and hold the * key.
  8. OR press ‘None’ to disable every form of screen lock.
Troubleshooting Sonim XP5 Undo Lock Screen 1-2
Troubleshooting Sonim XP5 Undo Lock Screen 3-4
Troubleshooting Sonim XP5 Undo Lock Screen 5-6

1C-1. I’d like to add a new contact, how would I do that?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Contacts’.
  3. Press ‘Options’.
  4. Scroll and press ‘Add Contact’.
  5. Type in the contacts name.
  6. Scroll to the phone number section and enter the contacts phone number.
  7. Press ‘Options’.
  8. Press ‘Save’.
Troubleshooting Sonim XP5 Phone Number 1-2
Troubleshooting Sonim XP5 New Contact 3-4
Troubleshooting Sonim XP5 New Contact 5-6
Troubleshooting Sonim XP5 New Contact 7

1C-2. How do I delete a contact?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Contacts’.
  3. Scroll and select the contact that you would like to remove.
  4. Press the options key.
  5. Scroll and press ‘Delete’.
  6. Scroll and press ‘OK’.
Troubleshooting Sonim XP5 Delete Contact 1-2
Troubleshooting Sonim XP5 Delete Contact 3-4
Troubleshooting Sonim XP5 Delete Contact 5-6

1D-1. How do I enable or disable caller ID in outgoing calls?

To change the settings:

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Phone’.
  3. Press the options key.
  4. Scroll and press ‘Call Settings’.
  5. Scroll and press ‘Additional Settings’.
  6. Press ‘Caller ID’.
  7. Select the options you desire.

To undo the change:

  • Do steps 1-7 and choose a different option.
  • The original option will now be disabled.

1D-2. Can I automatically forward all my calls to another number (call forwarding)?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Phone’.
  3. Press the options key.
  4. Scroll and press ‘Call Settings’.
  5. Scroll and press ‘Call Forwarding’.
  6. Select the options you desire.
  7. Enter the phone number where you’d like to forward your calls.
  8. Press ‘Enable’.

To disable:

  1. Do steps 1-6.
  2. Press ‘Disable’.
Troubleshooting Sonim XP5 Call Forwarding 1-2
Troubleshooting Sonim XP5 Call Forwarding 3-4
Troubleshooting Sonim XP5 Call Forwarding 5-6
Troubleshooting Sonim XP5 Call Forwarding 7

1E-1. How do I send a text message to someone?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Messages’.
  3. Press the options key.
  4. Press ‘New Message’.
  5. Enter the phone number OR the name of a person who is already on your contacts list -> Select the contact.
  6. Scroll down to the ‘Type Message’ area.
  7. Type the message.
  8. Press the options key.
  9. Press ‘Send’.
Troubleshooting Sonim XP5 Text 1-2
Troubleshooting Sonim XP5 Text 3-4
Troubleshooting Sonim XP5 Text 5

1E-2. How do I send a multimedia message (MMS)?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Messages’.
  3. Press the options key.
  4. Press ‘New Message’.
  5. Enter the phone number OR the name of a person who is already on your contacts list -> Select the contact.
  6. Scroll down to the ‘Type Message’ area.
  7. Type the message.
  8. Press the options key.
  9. Scroll and press ‘Attach’.
  10. Select ‘Pictures’.
  11. Scroll to find the desired folder.
  12. Scroll to find the desired image.
  13. The image will be inserted into the message turning it into a MMS.
  14. Press the options key.
  15. Press ‘Send’.
Troubleshooting Sonim XP5 MMS 1-2
Troubleshooting Sonim XP5 MMS 3-4
Troubleshooting Sonim XP5 MMS 5-6
Troubleshooting Sonim XP5 MMS 7-8
Troubleshooting Sonim XP5 MMS 9-10

1E-3. Can my phone automatically delete old text messages?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Messages’.
  3. Press the options key.
  4. Then, Scroll and press ‘Settings’.
  5. Press ‘Delete Old Messages’.
  6. Scroll and press ‘Text Message Limit’.
  7. Next, Scroll and choose the desired limit.
  8. Finally, Scroll and press ‘Set’.

Once you have passed the new limit of text messages that you have set, the phone will automatically delete the oldest of the messages, keeping you under the maximum amount.

Troubleshooting Sonim XP5 Delete old Messages 1-2
Troubleshooting Sonim XP5 Delete old Messages 3-4
Troubleshooting Sonim XP5 Delete old Messages 5-6
Troubleshooting Sonim XP5 Delete old Messages 7

1F-1. How do I add an event to my calendar?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Calendar’.
  3. Press the options key.
  4. Press ‘New Event’.
  5. Enter a name for the new event.
  6. Scroll until the ‘Location’ is selected and enter the location.
  7. Scroll until the ‘From’ date is selected and enter the date the event starts.
  8. Press ‘Select’ and ‘Done’.
  9. Add the ‘From’ time by scrolling over it and entering the information.
  10. Press ‘Select’ and ‘Done’.
  11. Do the same for the ‘End’ date and time.
  12. Press the options key.
  13. Press ‘Save’.
Troubleshooting Sonim XP5 Event 1-2
Troubleshooting Sonim XP5 Event 3-4
Troubleshooting Sonim XP5 Event 5-6
Troubleshooting Sonim XP5 Event 7

1F-2. How do I delete an event on my calendar?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Calendar’.
  3. Press the options key.
  4. Scroll and press ‘Agenda’.
  5. Select the even you would like to delete.
  6. Press the options key.
  7. Scroll and press ‘Delete’.
  8. Scroll and press ‘OK’.
Troubleshooting Sonim XP5 Delete Event 1-2
Troubleshooting Sonim XP5 Delete Event 3-4
Troubleshooting Sonim XP5 Delete Event 5-6

1G. How do I take a picture on my device?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Camera’.
  3. Aim your phone at the item you’d like to capture.
  4. Press ‘Select’.
  5. Press the down key to view the image you just captured.
Troubleshooting Sonim XP5 Take Picture 1-2
Troubleshooting Sonim XP5 Take Picture 3-4
Sonim XP6 Troubleshooting Picture 5

1H-1. How do I replace the battery in my phone?

  1. On the back of the phone, twist each of the 4 screws counter-clockwise.
  2. Un-click the cover using the notch on the bottom of the back.
  3. Remove the old battery.
  4. Insert the new battery by ensuring that the gold contacts of the battery and the phone match up.
  5. Replace the back door by matching up the holes for the screws.
  6. Twist the screws clock-wise to lock the cover.

1H-2. How do I replace the SIM card in my phone?

  1. On the back of the phone, twist each of the 4 screws counter-clockwise.
  2. Un-click the cover using the notch on the bottom of the back.
  3. Remove the battery to access the SIM card.
  4. Insert the new SIM by sliding it in and ensure that the gold contacts are facing down.
  5. Re-insert the battery by ensuring that the gold contacts of the battery and the phone match up.
  6. Replace the back door by matching up the holes for the screws.
  7. Twist the screws clock-wise to lock the cover.

a name=”1I-1″>

1I-1. How can I see my data usage so far?

  1. Press the middle key to go to the menu.
  2. Press ‘Settings’.
  3. Scroll and press ‘Data Usage’.

To create a limit to prevent going over the Data on your phone plan:

  1. To set a data usage:
    • Menu -> Settings -> Data Usage -> Set Mobile Data Usage -> OK.
  2. To set a usage cycle:
    • Menu -> Settings -> Data Usage -> Data Usage Cycle -> Change Cycle -> Insert the correct day that the new cycle begins -> Set.
  3. To set a data limit:
    • Menu -> Settings -> Data Usage -> Limit -> Insert the desired data limit -> Set.
  4. To issue a warning as the limit nears:
    • Menu -> Settings -> Data Usage -> Warning -> Insert the amount desired -> Set.
Troubleshooting Sonim XP5 Data Usage 1-2
Troubleshooting Sonim XP5 Data Usage 3-4

1I-2. Can I see how much available memory I have?

  1. Press the middle key to go to the menu.
  2. Choose ‘Settings’.
  3. Scroll and press ‘Storage’.
Troubleshooting Sonim XP5 Memory 1-2
Troubleshooting Sonim XP5 Memory 3-4

1I-3. How to clear the cache or cookies on my device?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Browser’.
  3. Press the options key.
  4. Scroll and press ‘Settings’.
  5. Scroll and press ‘Privacy and Security’.
  6. Press ‘Clear Cache’.
  7. Scroll and press ‘OK’. (Cache is now cleared)
  8. Scroll and press ‘Clear History’.
  9. Scroll and press ‘OK’. (History is now cleared)
Troubleshooting Sonim XP5 Clear Cache 1-2
Troubleshooting Sonim XP5 Clear Cache 3-4
Troubleshooting Sonim XP5 Clear Cache 5-6
Troubleshooting Sonim XP5 Clear Cache 7-8
Troubleshooting Sonim XP5 Clear Cache 9

2A. What software version is my phone?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Settings’.
  3. Then press ‘About Phone’.
  4. Scroll to the software information.
Troubleshooting Sonim XP5 Software 1-2
Troubleshooting Sonim XP5 Software 3-4

2B. How do I update the software version?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Settings’.
  3. Scroll and press ‘About Phone’.
  4. Press ‘System Updates’.
  5. Give the phone a moment to check for updates.
  6. If there is an update available, press ‘Download and Install’.
  7. If there is no update available, press ‘OK’ to return to the home screen.
Troubleshooting Sonim XP5 Software 1-2
Troubleshooting Sonim XP5 Update Software 3-4
Troubleshooting Sonim XP5 Update Software 5-6

3A. How do I turn on or off the Roaming Data or services on my device?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Settings’.
  3. Then Press ‘More…’.
  4. Scroll and press ‘Mobile Networks’.
  5. To turn it on or off, scroll and press ‘International Data Roaming’.
  6. Press ‘OK’.
  7. To completely turn off or on data roaming, press ‘Data Enabled’.

When leaving the country, the phone will be considered as Roaming and extra charges may apply. If you travel often, consider buying a phone plan that covers Roaming, or switch it off and rely on Wi-Fi.

Troubleshooting Sonim XP5 Data Roaming 1-2
Troubleshooting Sonim XP5 Data Roaming 3-4
Troubleshooting Sonim XP5 Data Roaming 5-6
Troubleshooting Sonim XP5 Data Roaming 7

4A-1. How do I turn on and connect to Wi-Fi?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Settings’.
  3. Scroll and press ‘Wi-Fi’.
  4. To enable Wi-Fi, press ‘Wi-Fi’.
  5. Scroll and choose the network you’d like to connect to.
  6. Enter the correct password.
  7. Scroll and press ‘Connect’.
Troubleshooting Sonim XP5 Wi-Fi 1-2
Troubleshooting Sonim XP5 Wi-Fi 3-4
Troubleshooting Sonim XP5 Wi-Fi 5-6
Troubleshooting Sonim XP5 Wi-Fi 7

4A-2. Can I use my device as a hotspot?

  1. Press the middle key to go to the menu.
  2. Scroll and press ‘Settings’.
  3. Then press ‘More’.
  4. Scroll and press ‘Tethering and Portable Hotspot’.
  5. Then choose ‘Set up a Wi-Fi hotspot’.
  6. Replace the existing name with a personal one.
  7. Replace the existing password with a personal one.
  8. Scroll and press ‘Save’.
  9. Scroll and press ‘Portable Wi-Fi Hotspot’.

A hotspot allows you to share your data with other devices. They will need to enter your hotspot name and password to have access. Your data will be used by their devices, so ensure you have enough to share without being charged.

Troubleshooting Sonim XP5 Hotspot 1-2
Troubleshooting Sonim XP5 Hotspot 3-4
Troubleshooting Sonim XP5 Hotspot 5-6
Troubleshooting Sonim XP5 Hotspot 7-8
Troubleshooting Sonim XP5 Hotspot 9-10

4A-3. Can I share my Internet with a computer?

  1. Using a USB cord, connect your device to a computer.
  2. Press ‘Menu’.
  3. Scroll and press ‘Settings’.
  4. Choose ‘More’.
  5. Scroll and press ‘Tethering and Portable Hotspot’.
  6. Press ‘USB Tethering’.
  7. The device is now connected.
  8. Allow the computer a moment to install the drivers and then press ‘Home Network’ (if it is a trusted device and computer).
  9. Allow the computer a moment to connect.
  10. Press ‘Close’.

When you tether your device’s internet with the computer, you will be sharing your data with it. Ensure that you have enough data to share without being charged.Troubleshooting Sonim XP5 USB Connection 1-2 Troubleshooting Sonim XP5 USB Connection 3-4 Troubleshooting Sonim XP5 USB Connection 5-6


4A-4. How do I scan for networks?

  1. Press ‘Menu’.
  2. Press ‘Settings’.
  3. Then, press ‘More’.
  4. Press ‘Mobile Networks’.
  5. Next, Scroll and press ‘Network Operators’.
  6. Allow the device a moment to search.
  7. Scroll and select the network you wish to connect to.

Usually it should automatically find the networks to connect to. If it does not, do these 7 steps to scan for a network. If you are roaming, you will need to scan for networks to switch operators.


4B-1. How do I turn on and off Airplane Mode?

  1. Press ‘Menu’.
  2. Choose ‘Settings’.
  3. Scroll and press ‘More’.
  4. Press ‘Airplane Mode’ to turn it ON or OFF.
Troubleshooting Sonim XP5 Airplane Mode 1-2
Troubleshooting Sonim XP5 Airplane Mode 3-4

4C-1. How do I turn on and off Bluetooth?

  1. Press ‘Menu’.
  2. Then choose ‘Settings’.
  3. Scroll and press ‘Bluetooth’.
  4. Press ‘Bluetooth’ to turn it ON or OFF.
Troubleshooting Sonim XP5 Bluetooth 1-2
Troubleshooting Sonim XP5 Bluetooth 3-4

4C-2. How do I pair my device with a headset via Bluetooth?

  1. Press ‘Menu’.
  2. Scroll and press ‘Settings’.
  3. Scroll and press ‘Bluetooth’.
  4. Bluetooth must be on. Press ‘Bluetooth’ if it is OFF.
  5. Allow the device a moment to search for a device to connect to via Bluetooth.
  6. Scroll and press ‘Bluetooth Headset’.
Troubleshooting Sonim XP5 Bluetooth (2) 1-2
Troubleshooting Sonim XP5 Bluetooth (2) 3-4
Troubleshooting Sonim XP5 Bluetooth (2) 5-6

4C-3. How do I remove a paired Bluetooth device?

  1. Press ‘Menu’.
  2. Choose  ‘Settings’.
  3. Scroll and press ‘Bluetooth’.
  4. Press ‘Select’ when you reach the device you would like to disconnect from.
  5. Scroll and press ‘Unpair’.
Troubleshooting Sonim XP5 Remove Bluetooth 1-2
Troubleshooting Sonim XP5 Remove Bluetooth 3-4
Troubleshooting Sonim XP5 Remove Bluetooth 5

Main Menu