Please review these troubleshooting tips if you experience trouble with software installation, user registration, finding a radio signal, or connecting to the Internet. You may achieve a faster resolution to your trouble if you first consult and follow the tips before calling MyNetcom for Technical Support.



Warning: Do not attempt to repair the wireless broadband modem yourself. Any
                  damage you may cause to the wireless broadband modem may create                   an unsafe condition.

If your issue is not listed in this section, call MyNetcom for Technical Support.

The wireless broadband modem speed is not fast enough

There are several conditions that can result in slower access speed that are not related to your Wireless Broadband Modem's performance:

The access speed is related to the radio signal strength. If the signal strength indicated on the modem display (refer to your user guide for a description of the LEDs) indicates a poor signal, you may have reduced access speed due to a condition such as a marginal coverage area.

You may have subscribed to a Service Level that limits the data rate. You can increase your Service Level on the registration web page or call MyNetcom Customer Service.

You may be accessing a slow web site. A web site can cause a traffic jam on the Internet because many people converge on it at once or that site's server does not have the capacity to handle its traffic. In these cases, it does not matter what speed your modem can achieve. Tip: Surf these sites when Internet traffic is low. Heaviest traffic is usually on weekends and evenings. You can also configure your browser so it won't display graphics, animations, sound, video or other multimedia content.

If you do not think that any of the above conditions are causing the problem, call MyNetcom for Technical Support.

Modem connected before installing the computer client software

If you insert your Wireless Broadband modem to your PC before installing the Driver Software contained on the PC Software installation CD, your modem drivers will not be installed, which will prevent you from connecting until the installation is corrected.

If the modem is inserted too soon and the installation process has not completed, remove the modem and re start the installation again making sure that the modem is inserted at the appropriate time as indicated by the on screen information.

If the modem is inserted too soon and the installation process has completed, then the Wireless Broadband Modem MUST remain connected to you PC during the following uninstall/removal process. Open "Device Manager" by clicking the right mouse button (left button if configured for a left handed user) on the "My Computer" icon and select "Properties".

Windows 98/ME users should select the "Device Manager" Tab located at the top of the "System Properties" Dialog window.

Windows 2000/XP users should select the "Hardware" Tab and select the "Device Manager". Locate the Wireless Broadband Modem and "Uninstall/Remove" the device. Ensure the Wireless Broadband Modem has been removed from Device Manager and now DISCONNECT the Wireless Broadband Modem from your PC

The Wireless Broadband Modem must now be physically disconnected from your PC before continuing. Under "Control Panel", open "Modem Options". If the Wireless Broadband Modem is shown as installed remove/uninstall all references to your Wireless Broadband Modem.

Removal is now complete and you MUST restart you computer before executing the installation CD.

Registration fails because the PC does not accept "cookies"

When you register with the Internet Service Provider, you provide a username and password that the wireless network uses to identify you when you connect. For your convenience, these attributes are stored within the PC so that you do not need to enter them manually. The registration server sends a small file, called a cookie, to your PC. The cookie contains the username and password information. In order for the registration process to complete successfully, you must configure your browser application to accept cookies. Once registration has completed, you may disable receipt of cookies, if desired.

The browser did not go directly to the registration screen

Manually type the registration web page URL (check the Wireless Broadband Modem packaging or contact MyNetcom for this information) in the browser address window and then press enter on your keyboard. If you get an error message similar to the "page cannot be displayed", there might be maintenance occurring on the web site. Call MyNetcom for Technical Support or try again later.

Wireless Broadband Modem Not Responding

1. Check that the PCMCIA card is inserted securely into the PCMCIA drive bay.
   
2. Check that any of the PCMCIA card LEDs are illuminated – this confirms that the PCMCIA card has power.
   
3. If the Wireless Broadband Modem still does not respond, try restarting the PC and then restart the Client Software application. Occasionally, the interface between the PCMCIA card and computed can become "locked up" and cannot be freed until the PC is restarted.
   

If the status bars still reports "Wireless Broadband Modem not responding", contact MyNetcom for Technical Support for assistance.

The connect/disconnect button is not highlighted on the status monitor screen but a radio signal is present

If the "Wireless Broadband Modem Status Monitor" loses contact with the Wireless Broadband Modem, then the "Wireless Broadband Modem Status Monitor" should be shut down and restarted to clear the problem. If the problem persists the computer port that the Client Software and the Wireless Broadband Modem are using may have become "locked up" and can not be freed until the computer is shutdown (powered off) and restarted.

If there is still a problem after shutting down and restarting you computer, call MyNetcom for Technical Support.

Error message "Invalid Password"

1. This error message means that the network no longer recognizes your username and/or password.
   
2. Check that your username and password were entered correctly.
   
3. The ISP's server does not allow more than one simultaneous connection to the network with the same username and password. Do not share your username and password with other Wireless Broadband Modem users.
   
4. If you cannot correct the problem, call MyNetcom for Technical Support.

Error message "No Answer"

On rare occasions, the server will not receive the message advising it that the previous session has ended. There is a timeout of a few minutes before the server will accept a subsequent connection. If you recently had a successful connection, wait a few minutes before trying again.