Skip to content
TELUS Logo

Sonim XP8 device support

Troubleshoot device "bootlooping” under certain network conditions

November 26, 2018

UPDATE

A fix is now live. There is no action required to implement the fix as it has been implemented automatically.

If you previously followed the instructions below to prevent the issue, you may now revert your settings back to their original state.

  1. Head to the Settings menu
  2. Select Wireless & networks > More > Cellular network > Preferred network type
  3. Select GSM/WCDMA/LTE

November 22, 2018

TELUS and Sonim have confirmed that the XP8 may temporarily get stuck in a rebooting state. This may happen randomly under certain network conditions.
When in this state, the XP8 may temporarily stabilize itself after several reboots.

As a short-term solution, we suggest the following tips and tricks. In the meantime, our team is working on fixing the issue!

What to do


We recommend you perform the following workaround until a permanent fix is available:

Prevent the risk of bootlooping

  1. Head to the Settings menu
  2. Select Wireless & networks > More > Cellular network > Preferred network type
  3. Select WCDMA only

Experiencing the bootlooping?

If your XP8 stabilizes and allows enough time to go through the Settings menu...

  1. Turn on Airplane mode by pressing the power key until the power off menu is displayed. Select Airplane mode
  2. Keep the device in Airplane mode for one minute, then turn airplane mode off
  3. Go to Settings > Wireless & networks > More > Cellular network > Preferred network type > WCDMA only
  4. Power cycle the device after the change

If your XP8 does not stabilize itself

  1. You may continue to wait for it to come out of the loop. This may be done by moving the phone out of the area it is currently in
  2. Submit your “looping” XP8 for repair at any TELUS location, where a non-Sonim XP8 loaner may be used until your device is returned from repair

Stay tuned! We will provide more information once the fix is available.

Search Support