Gprs Application Net Setter Faq

Frequently Asked Questions (FAQS) On HUAWEI EG162G Stick Modem Internal

2008-04-28 HUAWEI Confidential Page1, Total20

Frequently Asked Questions (FAQS) On

HUAWEI EG162G Stick Modem

Huawei Technologies Co., Ltd.

All Rights Reserved

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1 Are there any special requirements for laptop?

2 When EG162G USB Modem is connected to computer, how can I confirm the

USB Modem has been successfully installed?

3 The new hardware can’t be found when the USB Modem is being connected to

computer. What shall I do?

4 When EG162G USB Modem was plugged into the computer, Windows hangs, or

run slowly, or can not open the Virtual CD-ROM of USB Modem. What shall I do?

5 When USB Modem is connected to computer, Dashboard (e.g. Starhub) is

successfully installed. But Dashboard shows no device is found. So how can I do?

6 When I want to do dial-up, what is the mean of fail code 619?

7 Disable to connect the website (e.g.: MSN\gmail)

8 Refresh the ports continually.

9 CD-ROM can not be opened after Operating System wake up.

10 When the Modem is connected to computer, there is a “!” at the mass storage.

11 When the modem is connected to computer, LED display is normal, but no port

in the Device Manager.

12 Reboot the computer after it wake up, we can not get in the operating system.

13 When the modem is connected to computer, there are 3 ports can be detected.

14 Blue screen when the modem is connected to computer.

15 Modem installs OK and the customer has signal however the connect button

shows grey.

16 Modem will not create the CD-drive correctly or will continually pickup and drop

the Modem hardware on a HP Pavilion laptop.


the Modem hardware on a computer running Windows XP Media Centre Edition.


the Modem hardware on a Windows XP & Vista laptop.

19 Modem can not be recognized by Vista and can not automatically run.

20 Click the connection from the website, there appears a blank website which can






not be shutdown.

21 When users dial up the internet via the modem, the speed rate is slow.

22 Linux Operating system can not be started when the modem is plugging in.

23 When I want to do data operation, what is the mean of fail code 31?

24 When I want to do Data Connection, what is the mean of fail code 619?



27 When I want to do Data Connection, what is the mean of fail code 651 or 777?



30 When I want to do Data Connection, what is the meaning of fail code 720?



33 The temperature of modem

34 Signal intensity






1 Are there any special requirements for laptop?

To use the EG162G MODEM, The followings are recommendatory

required for your laptop:

Ø EG162G supports Multiple operating systems, such as Windows 2000

(SP4 or above), Windows XP (SP2 or above), Windows Vista and Mac

operation system.

Ø Minimum requirements:

n USB interface: USB 2.0 full speed

n CPU frequency: 866 MHz

n Memory: 128 MB RAMT

n Spare hard disk capacity: 100 MBT

n Resolution: 800 × 600

Ø Recommended configuration:

n CPU: 866 MHz Pentium or above

n Memory: 128 MB or above

n Spare hard disk capacity: 100 MB or above

n Resolution: 1024 × 768

2 When EG162G USB Modem is connected to

computer, how can I confirm the USB Modem has

been successfully installed?

You may confirm it in Device Manager: Ø Open “Control Panel”. Ø Select “System” Ø Open “Hardware”, select “Device Manager” Ø Unfold the Modem and ports. After the dashboard install well ,you can

check the information in device manager of your computer as follows:






3 The new hardware can’t be found when the USB

Modem is being connected to computer. What shall

I do?

l Open Device Manager. Expand the Universal Serial Bus controllers. Select the USB Mass Storage Device. As shown by figure below.






l Right click at the USB Mass Storage Device. Select Uninstall as figure shown below.

l After Uninstalling, computer will reinstall the driver again. Below message will prompt up.

4 When EG162G USB Modem was plugged into the

computer, Windows hangs, or run slowly, or can

not open the Virtual CD-ROM of USB Modem. What

shall I do?

It may be caused by some software or services which have been installed






are conflicted with the USB MODEM.

To get the cause: 1. Run msconfig in the star-menu to open System configuration Utility.

2. Choose Services in System configuration Utility, and then select Hide

All Microsoft Services and Disable All. At last choose apply and reboot system.

3. Re-plug the USB MODEM into the computer, if the system run ok, that

means some software or service conflict with USB Modem. You can start the service one by one to find which conflict with the USB MODEM. And then you can solve the problem by uninstalling the software.

4. If you disable all service, but the problem is still on. Please contact






your Operator or Technical Support.

5 When USB Modem is connected to computer,

Dashboard (e.g. Starhub) is successfully installed.

But Dashboard shows no device is found. So how

can I do?

Check the ports in Device Manager. The USB Modem is in the same port

with another device, which blocks the USB Modem from being detected.

In this case, it can be solved by changing the port: 1. In Device Manager, right click the conflicted device. Select properties.






2. Select “Port Settings” -> “Advanced…”.






3. In “COM Port Number”, select another port not in use. And then click OK.

6 When I want to do dial-up, what is the mean of fail

code 619?

1) Weak Signal

l Make a comparison test at the Strong Signal section.

2) Configuration failure of the APN

l Check the configuration of the APN in the Dashboard, make sure there is

no add-configuration which has been set.

l Set the APN correctly, disable the add-configuration.






7 Disable to connect the website (eg: MSN\gmail)

1) Check the website whether it is forbidden.

l Change a modem or connect the website with the wired-network.

2) Network of the Operator do not support the transmission of mass data flow.

l Try to ping the website.

l Make a comparison test by the modem of the other Operator or the other

network.

8 Refresh the ports continually.

Conflict with the virtual CD-ROM or a dead circulation.

l Make a test with the latest firmware.

l Uninstall the virtual CD-ROM, or update the firmware by the latest one.

9 CD-ROM can not be opened after Operating System

wake up.

The alternation between PC and SCSI is abnormal.



10 When the Modem is connected to computer, there

is a “!” at the mass storage.

1) Unplug the modem when CD-Rom is running, plug it again may has the

“!”(especially windows2000)

l Unplug the modem, wait for 5 seconds, and then re-plug.

l If fail, unplug the modem and reboot computer, then re-plug the modem.






2) Conflict with the CD-ROM drive.



11 When the modem is connected to computer, LED

display is normal, but no port in the Device

Manager.

1) Windows Operating System failure.

l Unplug and plug the modem.

l If fail, unplug the modem and reboot computer.

2) USB interface framework failure(eg:dell620 dell820)

l Use the other USB interface.

12 Reboot the computer after it wake up, we can not

get in the operating system.

1) Windows failure

l Unplug the modem.

l If fail, reboot the computer.

2) The alternation between PC and SCSI is abnormal.



13 When the Modem is connected to computer, there

are 3 ports can be detected.

The alternation between PC and SCSI is abnormal.






l Check whether 3 ports in the Device Manager.

l Delete the “COMPOSITE DEVICE”, and re-plug the modem.

14 Blue screen when the Modem is connected to

computer.

1) Conflict with cardbus driver.

l Analyze the blue screen file, check whether caused by “usbohci.sys”.

l Get the latest bios version from the official website, and update.

2) Conflict with the other devices. (e.g.: smartcard controller conflict of T1)

l Check Device Manager, whether there has a smart card.

l Disable the smart card.

3) Driver of the Modem.

l Update the latest driver.

4) The software which has been installed is conflicted with the USB Modem






(eg: anydvd, easyCD)


l Update the firmware by the latest one.

15 Modem installs OK and the customer has signal

however the connect button shows grey.

l This issue has been seen on a number of laptops running Norton internet

security. Exact versions of this are not yet known and the only known

solution is to disable Norton however this has not worked in 100% of

cases.

16 Modem will not create the CD-drive correctly or will

continually pickup and drop the Modem hardware

on a HP Pavilion laptop.

l On XP, Disable qpservice from the services list (Start - control panel -

Admin tools - services)

l On Vista, Disable HP Quick play service from the services list

This Service controls the Quick play buttons situated above the keyboard

on the laptop and allow the user to quickly start, stop and control media

files. Disabling this service stops these keys from functioning however it

does allow the EG162G to function perfectly. This has resolved 100% of

cases seen on HP Pavilion laptops. (Vista & XP)








on a computer running Windows XP Media Centre

Edition.

l Disable the Media Centre Extender Service.

We are currently investigating the functions of this service but believe it to

be very similar to the HP service mentioned in the previous issue.

Disabling this service has resolved the large majority of issues with XP

Media Centre Edition.



on a Windows XP & Vista laptop.

1) Vista only: Disable all of the Microsoft® Windows® Operating System

startup Entries and reboot.

Without these running we have seen an increased success rate installing

the Modem on windows Vista however it does not work in all cases. We

believe these startup entries are again linked to the 2 issues above. They

appear to relate to media control buttons on the laptop however we have not

been able to replicate this fault to confirm their exact purpose.

2) Vista & XP:

l Stop all Non Microsoft services and all startup items using MS config, and

then reboot the laptop.

l After rebooting, the Device is then found correctly and the modem then

installs.

This fix only works in about 5% of the cases.

3) Vista only:

l Download a copy of the EG162G software from our Web server.






l Unzip and install on the customers laptop

l Plug the modem

l In Device manager: Manually update the Mass storage device to a USB

Composite device

19 Modem can not be recognized by Vista and can not

automatically run.

1) Vista only:

l Check the size of the file \** \windows\inf\infcache.1.

l If the size of it is only a few KB. Please install the patches of Windows

Vista:

Windows6.0-KB937187-x86.msu

Windows6.0-KB937187-x64.msu.

Reboot your PC.

And you can get the patches from us

2) Vista only:

l Check if the file \**\windows\inf\usbstor.inf exists, if NOT, find the

unrecognized device mostly showed as “Huawei mobile” and manually

update the driver.

l Select the device in device manager and Click the right button of your

mouse-update driver and then manually select the driver in folder \mass

storage you get from us.

l Reboot your computer.

l If the modem still cannot autorun, then manually install the driver in the

folder \CDROM, then reboot.

You can get the driver from us.






20 Click the connection from the website, there

appears a blank website which can not be

shutdown.

Cause by the operator’s network.

l Use the same modem to login the website via different networks.

l Use different modems to login the website via the same network.

21 When users dial up the internet via the modem, the

speed rate is slow.

Caused Dashboard software

l Use the original dialup software from Windows, and make a speed rate

comparison with the modem

l Modify the Dashboard software.

22 Linux Operating system can not be started when

the modem is plugging in.

When plug the modem to computer, the operating system can not be

started.

l Update the firmware to the latest one.

23 When I want to do data operation, what is the mean

of fail code 31?

Please try it again, that is temporary failure.






24 When I want to do Data Connection, what is the

mean of fail code 619?

l The SIM card doesn’t have data service

l APN is wrong.

l No network signal that USB Modem can meet.



l No SIM card in USB Modem.

l The APN length is over 100 words.

l Need to input PIN code.



The Driver of USB Modem is abnormally installed, or repeat dial-up when

you dial-up has already been successfully connected.


mean of fail code 651 or 777?

The SIM card which set USB Modem need decode of PUK.








The current network is CS only.



The pocket computer be installed several Modem. For example, if you

would like to dial-up via Huawei USB Modem, but actually another modem

of other brand is inserted into your computer.


meaning of fail code 720?

The protocol of TCP/IP run wrong, you need to re-install it.



You dial-up with Windows program while you dialing-up with another

customer software.








You dial-up in windows network connection which has been configured,

while the USB Modem is not inserted, or no network.

33 The temperature of modem

When EG162G works, it will heat and the temperature will go up, although

the heat is in safe area, make sure to give out the heat and babies and children

are prevented.

34 Signal intensity

When modem is directly connected to computer in corner or other small

space, the signal may be weak. We suggest use the accessory USB cable to

connect modem and PC, it is useful.




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