Enter a SIM PIN2 to unlock the mobile broadband device

SIM PIN2 error when installing new mobile broadband (LTE) device on Windows 10

I recently installed a Sierra Wireless EM7455 LTE card inside a new laptop, and directly after inserting the new SIM card, Windows 10 displayed “No Service” before eventually showing an error about a locked SIM card. It turns out the problem had nothing to do with the SIM card.

To troubleshoot, I went into “Network & Internet Settings,” selected “Cellular,” and then clicked the “Change Adapter Settings” link. This brings up a window of all network adapters, and so I right clicked on the Cellular/Sierra Wireless adapter and selected “Diagnose.” The error message displayed was:

Enter a SIM PIN2 to unlock the mobile broadband device

The mobile broadband device is locked with SIM PIN2. Contact your mobile operator for assistance with unlocking the device.

My cellular provider confirmed that the SIM card issued was unlocked, so this problem initially perplexed me.

I then recalled my general distrust of the device drivers Windows 10 automatically installs and tried to download updated drivers from my PC manufacturer’s website instead. Immediately after upgrading those drivers, my cellular connection showed “Disconnected” (with 4 out of 5 bars) instead of “No Service.” A simple click of the “Connect” button and I was successfully online.



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  1. Francois Lagrange

    I have exactly the same EM7455 LTE in my laptop. In my case, besides the PIN2 thing, the networking test wizard (that works quite well in windows 10, I have to admit) also rightly pointed to NPCap that I had installed days before as part of WireShark. I have first installed the latest Sierra LTE drivers from the laptop manufacturer, but that didn’t help.

    It seems that NPCap is not compatible with these Sierra LTE drivers. Maybe the default WinPCap will work – I didn’t try that yet. But after a thorough removal of NPCap with Revo Unistaller, the LTE was quickly up again.
    Thank you for pointing me in the right direction.

  2. Tim

    Thanks! I had a similar problem, and like Francois it was NPCap from wireshark. In the end I only had to disable the NPCap interface – it was not sufficient to disable it on the cellular interface – and I was able to connect on cellular.

    • BGT

      Am facing the same problem but am not well versed in computers
      Would you kindly give me detailed steps on how to remove NPCap interface.
      Thanks in advance.

    • Jason

      Perfect, thankyou. So lenovo didnt need to come out and replace the card after all.

  3. Andre

    Having the same issue on a ZBook 15u G4 with HP lt4120 Snapdragon X5 LTE.

    Updated drivers and went from “No Service” and not even having the connect button as an option to “Disconnected” and the connect button showing up.

    However, the “Diagnose” option still gives the same error as above:
    – Enter a SIM PIN2 to unlock the mobile broadband device. The mobile broadband device is locked with SIM PIN2. Contact your mobile operator for assistance with unlocking the device.

    Any suggestions?

  4. Mike

    Thinkpad X240 with same error, I changed the drivers and work fine.


    • Stan sibande

      This worked for me too, on my Lenovo T460, it took a couple of retries but finally worked.

  5. Edward

    I Just disabeld the NPCap interface, and it worked for my Dell XT3 W10 machine.

  6. Keith Seymour

    I often tell support techs, I’m a security engineer with 20 years of experience in IT, make sure you start from the beginning I’ve probably already overlooked the fix.

    Just installing the drivers didn’t work, I did have to extract the drivers and remove the wlan card. After a reboot the card was installed and working fine. I have the npcap drivers installed with Wireshark and haven’t had any problems with that.



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