LTE USB Modem TROUBLESHOOTING FOR USERS BandLuxe C50X

LTE USB Modem

TROUBLESHOOTINTROUBLESHOOTING G

FOR USERSFOR USERS

BandLuxe C50X

BandRich C500 TroubleShooting Guide BandRich C500 TroubleShooting Guide

INTRODUCTION

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

INTRODUCTION

Inside the Box

LTE USB Modem

Quick Start Guide

USB Extension Cable

INTRODUCTION

Appearance

INSTALLATION

Inserting the SIM Card

INSTALLATION

Using the Dongle

INSTALLATION

Connecting the External Antenna

Connector: SMK TS9

INSTALLATION

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

INSTALLATION

- 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.

INSTALLATION

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

BASIC SET-UP

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

BASIC SET-UP

SIM Card

Check signal strength:(You may view this at the upper-left partof the BandLuxe Connection Manager)

No Signal

Poor Signal

Good Signal

BASIC SET-UP

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

BASIC SET-UP

Device/Modem

Check Network Set-Up:(MENU > Setting)

set-up above is suggested

BASIC SET-UP

Device/Modem

Check Access Point Name (APN): (MENU > Profile)

Create a profile then set to default

fill in Profile name, Number and APN

No Device

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.

Check if the SIM Card is properly inserted.

Initial SIM Card

SIM Card cannot be detected

Restart the PC

Insert the SIM Card into other devicesto make sure that the SIM Card is working

NO INTERNET CONNECTION

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.

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.

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

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

Configure the modem settings based onyour internet activity:

Check computer specifications:

Recommended specifications:Pentium IV or higher512 MB of RAM or higherUSB 2.0 port50 MB free disk space

Error Code

- 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

Error Code

- 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

Error Code

- 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#

Error Code

- 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

Error Code

- 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

Error Code

- 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

Error Code

- 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

Install and Connect problem

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

- 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

1. Run DebugView.exe

If OS is Win7/Vista. Run DebugView as administrator.

2. Next, get the APP path from DebugView

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.

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

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.

Contact Us

Drop a mail at support@bandrich.com

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

LTE USB Modem TROUBLESHOOTING FOR USERS BandLuxe C50X

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