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LTE USB Modem

LTE USB Modem. BandLuxe C50X. TROUBLESHOOTING FOR USERS. INTRODUCTION. Features. LTE / HSPA+ Multi-Mode LTE Downlink up to 100Mbps LTE Uplink up to 50Mbps Receive Diversity and MIMO (2x2) Compact Size & Sleek Design CD-Free Installation Support microSD/microSDHC Auto APN Matching.

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LTE USB Modem

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  1. LTE USB Modem BandLuxe C50X TROUBLESHOOTING FOR USERS

  2. INTRODUCTION Features LTE / HSPA+ Multi-Mode LTE Downlink up to 100Mbps LTE Uplink up to 50Mbps Receive Diversity and MIMO (2x2) Compact Size & Sleek Design CD-Free Installation Support microSD/microSDHC Auto APN Matching Support System MS Win7 / Vista / WinXP SP3 Mac OS X 10.7 / 10.6 / 10.5 Linux Ubuntu 11.04

  3. INTRODUCTION Inside the Box  LTE USB Modem  Quick Start Guide  USB Extension Cable

  4. INTRODUCTION Appearance

  5. INSTALLATION Inserting the SIM Card

  6. INSTALLATION Using the Dongle

  7. INSTALLATION Connecting the External Antenna Connector: SMK TS9

  8. INSTALLATION • Connect the dongle to your computer • Installation Wizard will pop-up • Follow the instructions to complete the Connection Manager installation • Drivers will be installed automatically

  9. INSTALLATION - BandLuxe C500 is not displayed in My Computer  Make sure that AutoPlay is turned on MS Winows 7: 1. Go to Start > Control Panel > Hardware and Sound > AutoPlay 2. Select the Use AutoPlay for all media and devices check box 3. In the list next to the Software and games, click [Ask me every time], then click Save.

  10. INSTALLATION - BandLuxe C500 is not displayed in My Computer  Make sure that AutoPlay is turned on MS Windows XP: 1. Go to Start > Run> Enter [gpedit.msc], then click [OK] 2. Go to Computer Configuration > Administrator Templates > System 3. Double click “Turn off Autoplay” and set to “Not Configured”

  11. BASIC SET-UP Have to be active SIM Card SIM card can be detected by BandLuxe Connection Manager. (You may view this at the Home Screen) SIM Card is detected SIM Card is not detected

  12. BASIC SET-UP Check signal strength: (You may view this at the upper-left part of the BandLuxe Connection Manager) SIM Card No Signal Poor Signal Good Signal

  13. BASIC SET-UP Check if device is detected by your computer (You may view this in the task tray) Device/ Modem Device is detected Device is NOT detected Check device light (LED) Indicator (You may view this on the left of the device) RED– SIM card missing, device not ready BLUE – LTE/HSPA+/HSPA Pink/Purple – GPRS/EDGE GREEN – WCDMA

  14. BASIC SET-UP

  15. BASIC SET-UP Check Network Set-Up: (MENU > Setting) Device/ Modem set-up above is suggested

  16. BASIC SET-UP Check Access Point Name (APN): (MENU > Profile) Device/ Modem Create a profile then set to default fill in Profile name, Number and APN

  17. No Device Try to directly connect the device to the computer if you are using a USB cable. Check if device is properly plugged. unplug/re-plug device If Not. Try to switch an USB ports or PC/laptop. Device cannot be detected by computer Check device manager if device is detected. Check the LED. If not lighting, it means the device is broken.

  18. Initial SIM Card Check if the SIM Card is properly inserted. SIM Card cannot be detected Restart the PC Insert the SIM Card into other devices to make sure that the SIM Card is working

  19. NO INTERNET CONNECTION 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) Modem cannot be detected By Computer If all troubleshooting has been applied, modem is considered defective for repair/replacement.

  20. NO INTERNET CONNECTION Remove then re-insert SIM Card in the device. If No Signal, Change Radio Settings based on your internet activity: SIM Card cannot be detected by computer/No Signal If Poor Signal, reposition device and/or change location of modem to another area and try connecting again.

  21. NO INTERNET CONNECTION Ensure that correct Access Point Name (APN) supplied by the SIM card carrier. Can not connect to internet Make sure that your signal is stable and try to re-connect to the internet. Good Signal

  22. NO INTERNET CONNECTION Temporarily turn off anti-virus and firewall. The anti-virus and firewall might be the possible cause. Slowinternet connection Check signal strength being acquired by the device via the User Interface. No Signal Poor Signal Good Signal

  23. NO INTERNET CONNECTION Configure the modem settings based on your internet activity: Slowinternet connection

  24. NO INTERNET CONNECTION Check computer specifications: Recommended specifications: Pentium IV or higher 512 MB of RAM or higher USB 2.0 port 50 MB free disk space Slowinternet connection

  25. Error Code - error 678  Turn User Account Control off MS 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

  26. Error Code - error 680  Check the connect Device and Phone Number Connection Manager: 1. Go to Menu > Profile 2. Highlight the default profile and then click Edit 3. Click Detail to view the Properties menu, General Tab 4. Check modem is BandLuxe Wideband Modem, Phone Number is *99# 5. After checking, click Default on the profile 6. Go back to Home(main) Screen then click Connect to check if it can connect successfully

  27. Error Code - error 777  Uncheck Operator-Assisted Dialing MS Winows: 1. Go to Connect to > Show all connection 2. In Connection screen, select Advanced and uncheck Operator-Assisted Dialing Connection Manager: 1. Go to Menu > Profile 2. Highlight the default profile and then click Edit 3. Click Detail to view the Properties menu, General Tab 4. Check Phone Number is *99#

  28. Error Code - error 720  Check or Reinstall the TCP/IP protocol MS Winows: 1. Reboot LAPTOP/PC 2. If still 720, take C500 to another PC and try 3. 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

  29. 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

  30. Error Code - error 619  Check the SIM Card and BandLuxe CM-Profile SIM 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 > Profile 2. Check APN, User name and Password in default profile is correct or not

  31. Error Code - error 691  Check BandLuxe CM-Profile and SIM Card Account Connection Manager: 1. Go to Menu > Profile 2. Check the Phone number is *99#, APN, User name and Password is correct to the SIM Card or not SIM 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 account is suspended or not. If no, call the SIM operator to confirm whether your account is suspended or not.

  32. Install and Connect problem  Ifthe BandLuxe Connection Manager unable or fail to install on the PC: - Check if the PC belongs to company, please ask for help from MIS. - If the PC is yours, there might be some problems or disorder. Do the System Restore or re-install the OS.  Make sure that the PC without Belkin, Huawei, Option and ZTE Software installed. Installing the BandLuxe Connection Manager after uninstalling them.

  33. 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

  34. Getting Connection Manager Log Make sure the hidden files and folders can be visible on the PC Click 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.

  35. Getting Connection Manager Log 3. Go to C:\ProgramData\Mobile Broadband Connection (WinXP)C:\Documents and Settings\All Users\Application Data\BandRich\Mobile Broadband Connection 4. Add a string, “write log=1”, into preference.ini then, save the file.

  36. Getting Connection Manager Log 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.

  37. 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

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