lte usb modem troubleshooting for users bandluxe c50x
TRANSCRIPT
LTE USB Modem
TROUBLESHOOTINTROUBLESHOOTING G
FOR USERSFOR USERS
BandLuxe C50X
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
INTRODUCTION
2
Features
Support System
LTE / HSPA+ Multi-ModeLTE Downlink up to 100MbpsLTE Uplink up to 50MbpsReceive Diversity and MIMO (2x2)Compact Size & Sleek DesignCD-Free InstallationSupport microSD/microSDHCAuto APN Matching
MS Win7 / Vista / WinXP SP3Mac OS X 10.7 / 10.6 / 10.5Linux Ubuntu 11.04
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
INTRODUCTION
3
Inside the Box
LTE USB Modem
Quick Start Guide
USB Extension Cable
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
INTRODUCTION
4
Appearance
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
INSTALLATION
5
Inserting the SIM Card
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
INSTALLATION
6
Using the Dongle
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
INSTALLATION
7
Connecting the External Antenna
Connector: SMK TS9
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
INSTALLATION
8
1. Connect the dongle to your computer
2. Installation Wizard will pop-up
3. Follow the instructions to complete the Connection Manager installation
4. Drivers will be installed automatically
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
INSTALLATION
9
- BandLuxe C500 is not displayed in My Computer
Make sure that AutoPlay is turned onMS Winows 7:1. Go to Start > Control Panel > Hardware and Sound > AutoPlay 2. Select the Use AutoPlay for all media and devices check box3. In the list next to the Software and games, click [Ask me every time], then click Save.
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
INSTALLATION
10
Make sure that AutoPlay is turned onMS Windows XP:1. Go to Start > Run> Enter [gpedit.msc], then click [OK]2. Go to Computer Configuration > Administrator Templates > System3. Double click “Turn off Autoplay” and set to “Not Configured”
- BandLuxe C500 is not displayed in My Computer
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
BASIC SET-UP
11
SIM Card
SIM Card is detected
Have to be active
SIM card can be detected by BandLuxe Connection Manager.(You may view this at the Home Screen)
SIM Card is not detected
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
BASIC SET-UP
12
SIM Card
Check signal strength:(You may view this at the upper-left partof the BandLuxe Connection Manager)
No Signal
Poor Signal
Good Signal
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
BASIC SET-UP
13
Device/Modem
Check if device is detected by your computer(You may view this in the task tray)
Check device light (LED) Indicator(You may view this on the left of the device)
RED – SIM card missing, device not readyBLUE – LTE/HSPA+/HSPAPink/Purple – GPRS/EDGE GREEN – WCDMA
Device is detected Device is NOT detected
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
BASIC SET-UP
14
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
BASIC SET-UP
15
Device/Modem
Check Network Set-Up:(MENU > Setting)
set-up above is suggested
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
BASIC SET-UP
16
Device/Modem
Check Access Point Name (APN): (MENU > Profile)
Create a profile then set to default
fill in Profile name, Number and APN
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
No Device
17
Try to switch an USB ports or PC/laptop.
Check device manager if device is detected.
Device cannot be detected by
computer
Try to directly connect the device to thecomputer if you are using a USB cable.
Check if device is properly plugged. unplug/re-plug device If Not.
Check the LED. If not lighting, it means the device is broken.
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
Check if the SIM Card is properly inserted.
Initial SIM Card
18
SIM Card cannot be detected
Restart the PC
Insert the SIM Card into other devicesto make sure that the SIM Card is working
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
19
Modem cannot be
detected By Computer
If device manager cannot detect the modem, do hard reset. (un-install and re-install device)
If computer cannot Launch the Connection Manager, do hard reset. (un-install and re-install the modem)
If all troubleshooting has been applied, modem is considered defective for repair/replacement.
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
20
SIM Card cannot be detected by computer/No Signal
Remove then re-insert SIM Card in the device.
If No Signal, Change Radio Settings based on your internet activity:
If Poor Signal, reposition device and/or change location of modem to another area and try connecting again.
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
21
Ensure that correct Access Point Name (APN) supplied by the SIM card carrier.
Make sure that your signal is stable and try tore-connect to the internet.
Can not connect to
internet
Good Signal
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
22
Temporarily turn off anti-virus and firewall. The anti-virus and firewall might be the possible cause.
Check signal strength being acquired by the device via the User Interface.
No Signal
Poor Signal
Good Signal
Slow internet connection
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
23
Configure the modem settings based onyour internet activity:
Slow internet connection
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
24
Slow internet connection
Check computer specifications:
Recommended specifications:Pentium IV or higher512 MB of RAM or higherUSB 2.0 port50 MB free disk space
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
Error Code
25
- error 678 Turn User Account Control offMS Winows 7/ Vista:1. Go to Start > Control Panel > User accounts 2. Uncheck UAC (User Account Control) on Windows 7 / Vista
Connection Manager:3. Go to Menu > Profile, check settings in default profile is correct After checking, press Default on the profile Go back to main screen (press Home) and press Connect to check if it can connect successfully
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
Error Code
26
- error 680 Check the connect Device and Phone NumberConnection Manager:1. Go to Menu > Profile2. Highlight the default profile and then click Edit3. Click Detail to view the Properties menu, General Tab4. Check modem is BandLuxe Wideband Modem, Phone Number is *99#5. After checking, click Default on the profile6. Go back to Home(main) Screen then click Connect to check if it can connect successfully
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
Error Code
27
- error 777 Uncheck Operator-Assisted DialingMS Winows:1. Go to Connect to > Show all connection2. In Connection screen, select Advanced and uncheck Operator-Assisted Dialing
Connection Manager:1. Go to Menu > Profile2. Highlight the default profile and then click Edit3. Click Detail to view the Properties menu, General Tab4. Check Phone Number is *99#
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
Error Code
28
- error 720 Check or Reinstall the TCP/IP protocol MS Winows:1. Reboot LAPTOP/PC2. If still 720, take C500 to another PC and try3. If it’s working on other PCs, there might be some problems or disorder with the PC. Do the System Restore or re-install the OS then try C500 to see if it can connect successfully
Ref: http://www.modemsite.com/56k/duns720.asp
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
Error Code
29
- error 633 Make sure you don't have other applications using the modem
MS Winows: Do the System Restore or re-install the OS
Ref: http://www.modemsite.com/56k/duns633.asp
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
Error Code
30
- error 619 Check the SIM Card and BandLuxe CM-ProfileSIM Card:1. Check the internet access of the SIM Card is available or not (using mobile phone or other devices to connect) 2. Check if another operator’s SIM Card is accessing the internet with BandLuxe C500
Connection Manager:1. Go to Menu > Profile2. Check APN, User name and Password in default profile is correct or not
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
Error Code
31
- error 691 Check BandLuxe CM-Profile and SIM Card AccountConnection Manager:
1. Check the internet access of the SIM Card is available or not (using mobile phone or other devices to connect)
2. Check if account is suspended or not. If no, call the SIM operator to confirm whether your account is suspended or not.
SIM Card:
1. Go to Menu > Profile2. Check the Phone number is *99#, APN, User name and Password is correct to the SIM Card or not
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
Install and Connect problem
32
If the BandLuxe Connection Manager unable or fail to install on the PC: - Check if the PC belongs to company, please ask for help from MIS.
Make sure that the PC without Belkin, Huawei, Option and ZTE Software installed.Installing the BandLuxe Connection Manager after uninstalling
them.
- If the PC is yours, there might be some problems or disorder. Do the System Restore or re-install the OS.
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide Getting Connection Manager Log
33
1. Run DebugView.exe
If OS is Win7/Vista. Run DebugView as administrator.
2. Next, get the APP path from DebugView
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide Getting Connection Manager Log
34
Make sure the hidden files and folders can be visible on the PCClick on the Organize button in any folder, and then select “Folder and Search Options” from the menu. Click the View tab, and then you should select “Show hidden files and folders” in the list.Just select that, and click OK.
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide Getting Connection Manager Log
35
3. Go to C:\ProgramData\Mobile Broadband Connection
4. Add a string, “write log=1”, into preference.ini then, save the file.
(WinXP)C:\Documents and Settings\All Users\Application Data\BandRich\Mobile Broadband Connection
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide Getting Connection Manager Log
36
5. Follow the instructions below to get the log
5.1 Plug-in dongle and waiting Connection manager pop up then close it.
5.2 Run DebugView as administrator.
5.3 Run BandLuxe Connection Manager.
5.4 Reproduce the problems with Connection Manager.
5.5 Immediately after the failure happens (or as soon as you observe that it happened), save the .log file in DebugView to a file name of your choice.
BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide
Contact Us
37
Drop a mail at [email protected]
Also provide us the following information for assisting you further: 1) MSN number(consist of fifteen digit)
2) The Model, Firmware and Software version
3) SIM card operator
4) The PC Information(OS, manufactory, model name)
5) Does the C500 is working on other platform with the same SIM card
6) Does the SIM card is working with other device, e.g. mobile phone
6) Error Message
7) Message displayed on the Home of BandLuxe Connection Manager
8) The error occurs under NDIS or Modem Mode (BandLuxe CM: Setting> General> Connection Mode)
9) BandLuxe Connection Manager Log