Cant Set Up ATT E-SIM on Graphene OS Pixal 10PRO XL

CEOMsNikki

Hello all, So today I am attempting to set up my E-Sim provided by my new cellular service, on the New (Unlocked) Pixal 10 PRO XL I purchased from best buy the previous day.

Today, I was in the att store and two service representatives were unsuccessful in setting up my service via E-Sim, so they provided me with a blue card with a QR code & three bar codes beside the QR Code with instruction to scan it upon determining & correcting the current issue in which is preventing set up.

I installed both google play and google services from the Graphene OS Store, I also enabled all permissions of both apps as well as activated the (E-Sim support option found under "network & Internet"

However, upon my attempt to scan the QR Code again, I am met with the error message

"Can't set up eSIM something went wrong with your SIM. To fix the issue, contact your carrier."

I have contacted them 3 times since my return home, each time, they encounter the same issue as the representatives in store earlier today.

I am at a loss for words to describe this error, what causes it & or how to properly navigate to a solution to correct this issue. Any assistance that can lead to a solution would be very much appreciated, thank you.

Johnnyloans

CEOMsNikki

Oh, I almost forgot.

GOS works with ~99.99% of carriers in the entire world.

Issues are primarily outside of where pixels are officially sold.
Plenty of people use GOS on AT&T.

Johnnyloans

Welcome!
Sorry we met under these unfortunate circumstances.

There is a small chance of this happening -- the esim hardware not working inside the phone on Google stock OS that comes with a new phone and GOS. Pixel 9s primarily have this issue followed by the 10s.

Esim issues also affect Google's stock OS as outlined here. no report from Google last I saw.

https://android.gadgethacks.com/news/google-pixel-esim-issue-explained-causes-severity-and-risks

Sorry this happened.

Is your device still under warranty. Or return it back to the retailer if inside the time window?

Before returning the phone, take photos of every angle around the phone including inside the USB charging port. Google or the retailer might claim screen damage or similar to deny your warranty/return.

Many users don't have these issues, some do. There are reddit posts on r/pixel and reports on Google's issue tracker about this.
Here's a collection of links for curiousity sake.

https://discuss.grapheneos.org/d/33125-unable-to-activate-esim/96

https://discuss.grapheneos.org/d/33125-unable-to-activate-esim/83

CEOMsNikki

Johnnyloans i installed graphene os and its a pixal 10 pro and no, i cant return it sadly. I need to find out how to make the esim work on it as i scan the qr code but it gives me the warning "Can't set up eSIM something went wrong with your SIM. To fix the issue, contact your carrier." I just spent nearly $1200 on this phone so i need to get it working, i wish graphene os had phone customer service,

will Verizon wireless have this issue of esim not working? or is this esim issue universal on graphene os? because from what I'm reading and experiencing, I'm starting to think Graphene just doesn't support esim despite what users are saying.

Johnnyloans

CEOMsNikki I need to find out how to make the esim work on it

If you want, you can do this and I look at it for you for further insight.

Request a new esim QR code from your carrier or use the latest one you have, not one from before going to the AT&AT store. (Others could be invlaid after issuing a new one)
Make sure this is on:
settings > network > esim support
Reboot the phone.
Make sure airplane mode is off and you're connected to a working wifi.
Add the esim using the Latest QR code.
After you get an error go here:
settings > apps > see all apps > 3 dots at top right of screen > show system > search "sim" > select SIM manager > view logs > save
See my contact info here: https://discuss.grapheneos.org/u/Johnnyloans
Message me the log file on matrix or create a github issue on a repository with the log file.
Message here @-ing (pinging) me after you're done.

The logs will likely say whether or not the esim hardware is broken which would mean Google stock OS won't work with an esim either. Your phone only has esims -- no physical -- assuming you have the USA version of the pixel 10 pro

its a pixal 10 pro

By pixel 10s I meant every pixel phone with a 10 in the name.

no, i cant return it sadly

Sorry to hear that.
Google has a 1 year warranty for its phones and maybe your area has consumer protection laws related to purchasing broken products.

Assuming you're in the USA, If Google refuses to help, you can contact your state's attorney general, local consumer rights department, maybe even the governments insurance watchdog, or similar for your area. (The links above are proof of a widespread issue that Google hasn't given a reply on)

Widespread even if a pixel phone never had GOS on it.

legreteco

You could try reverting to stock os, installing the esim there and then install grapheneos. The esim should stay installed through switching OS AFAIK.

If installing the esim in stock OS doesn't work as well, it's very very likely a hardware issue.

Johnnyloans

Johnnyloans Request a new esim QR code from your carrier or use the latest one you have, not one from before going to the AT&AT store. (Others could be invlaid after issuing a new one)

I forgot about my esim from years ago.
for my carrier atleast, the qr code is just a website name and it doesn't change.

As long as you didn't add your phone number's esim to a phone, then you can attempt to add the QR code still

CEOMsNikki

i made a matrix account but know not how to find and or message anyone

CEOMsNikki

Hello this is the best that I can do at the moment, I have uploaded the file for download via this link, I do apologize, as it is very busy here tonight.

https://drive.proton.me/urls/H9PAKKD1BM#hiCs17miiJbP

Johnnyloans

Thanks, giving the file that way works too.
No worries, take your time.

Sorry but that log file basically says nothing.
Did you reboot the phone then add an esim with the QR code? The logs suggest an esim activation wasn't attempted after the phone turned on.

CEOMsNikki

Johnnyloans ill try again now

CEOMsNikki

this is the new link

https://drive.proton.me/urls/BZ2N0GBG0R#E8WBfj3mHhpq

Johnnyloans

this is the new link

Hey, sorry to say this:

The new file provided is called SIM Toolkit -- a different app.
We want SIM Manager

No need to stress about this log file while you're busy. Take your time.
You don't need to reboot and do the esim again. Sending it whenever you get to it should be good.

CEOMsNikki

I do apologize for the incorrect logs, this log should be correct. I rebooted then scanned the qr then copied this file and proceeded to upload its contents here.

https://drive.proton.me/urls/K37S08DW2G#zTVx4U1WIVLs

CEOMsNikki

if this log is not what you require i will have to wait until tomorrow. I do thank you for trying to help mee though.

Johnnyloans

CEOMsNikki

Hey, I apologize. There's nothing wrong with the phone and I see you got it working so that's great.

I've only seen esim fail when the phone is broken since it only requires esim support and wifi. Even DSDS turns on automatically during the process. 3 carrier employees working on the issue sounds thorough.