User guide

Mobile Internet Dongle User guide Ver 1.0 – Authored by Akugizibwe Simon Peter Page 16
Basic Trouble Shooting
There are cases when a customer is not able to use the modem. Please see the table below for basic trouble shooting
N
o.
Scenarios
Resolution / Trouble shooting suggestions
1
Modem not detected on
insertion in USB port.
Check if the modem has been full and properly in inserted in USB port.
Check if USB ports of computer are functional and detect other USB devices.
Check if computer has recommended software drivers for the USB ports to detect modem.
Check if the modem itself is faulty. Simple test is to try modem on another computer.
Check if computer USB ports have not hang. You can reboot computer and retry.
2
Modem detected but no
installing
Check of the modem has faulty software by testing in another in another computer.
Re-insert the modem in another port and monitor response.
Try another modem in same computer to eliminate modem as being faulty. Computer may be faulty.
Check firewalls settings of computer especially for Windows Vista and 7. Disable firewall to allow
installation of modem.
Manually load Mobile Partner program onto computer. Install it then insert modem. This is known as
bypass procedure.
Ensure computer is virus and bug free. Some viruses disable installation procudures on computer.
Ensure that administrative rights to install programs in computer have been enabled otherwise this
procedure will not work.
3
Modem properly installed
but not picking signal
Check if SIM card was actually inserted in modem. If not, insert SIM then reconnect via USB port.
Check if SIM card is valid , not faulty and was provisioned properly.
Check if computer has hang or not. Slow machines take time to pick signal.
Check if your are in an area with Airtel Radio coverage. Insert SIM in phone and check for signal. Check
with a 3rd pary if they are picking Airtel Network.
4
Modem Installed, picking
signal but not connecting
Check if APN settings are correct in Profile Management menu. Correct settings are APN:
web.ug.zain.com APN Option: Static, Dial Number *99# and authentication parameter as CHAP
Check if the modem number is actually subscribed to any Airtel Internet service. If not, subscribe the
number and try to connect.
Check with the network operator or cusomer care if the network is a having an issue
Disconnect the modem and retry the process of re-connection.
5
Modem connected but not
browsing
Check if browser settings are enabled to open browser pages.
Check with operator to see if network I s having an issue
Check if current QoS is generally slow
There are also cases when there is browsing Errors. Please see below a summary of trouble shooting such errors
Error 619 (A result of the Modem missing APN’S or wrong APN spelling)
Default configuration doesn’t exist. (Fill in modem settings through Mobile-partner. I.e. Tools- Options- Profile Management)
Error 633. Clicking on connect more than once.(Ask customer to restart the PC)
Enter Unlock code. Response for Modems that are network blocked and can’t be used on another network.
Error 628: Having 3 APN’S instead of 4 hence escalate
Error 678: Modem not responding due to wrong access number (*99#)
Error 797: USB port not responding. (Advice customer to change USB port)