Please
review these troubleshooting tips if you
experience trouble with software installation,
user registration, finding a radio signal, or
connecting to the images/New/gallery/events. 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.
Tip1
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.
Tip2
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.
Tip3
You may be accessing a slow
web site. A web site can cause a traffic jam on
the images/New/gallery/events 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 images/New/gallery/events
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.
Tip4
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.
Tip 5
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.
Tip6
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
Tip7
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.
Tip8
Removal is now complete and
you MUST restart you computer before executing
the installation CD.
Tip9
Registration
fails because the PC does not accept "cookies"
Tip10
When you register with the
images/New/gallery/events 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.
Tip11
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.
Tip12
Wireless
Broadband Modem Not Responding
-
Check that the PCMCIA
card is inserted securely into the PCMCIA
drive bay.
-
Check that any of the
PCMCIA card LEDs are illuminated – this
confirms that the PCMCIA card has power.
-
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.
Tip13
The
connect/disconnect button is not highlighted on
the status monitor screen but a radio signal is
present
Tip14
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.
Tip15
Error message
"Invalid Password"
-
This error message means
that the network no longer recognizes your
username and/or password.
-
Check that your username
and password were entered correctly.
-
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.
-
If you cannot correct the
problem, call MyNetcom for Technical
Support.
Tip16
Error message
"No Answer"
Tip17
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.
Please contact MyNetcom
technical support if the problem persists
