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Hi Guys,
For general Data on the go troubleshooting guides please see here.
Click here for specific Data on the go help. Just select your device type, make and model from the drop down boxes.
Thanks
James
Cause:
This error normally indicates a conflict with either other hardware sharing the same port(s) as the Vodafone Mobile Connect device, or 3rd Party software trying to use the same ports as the VMC software.
Resolution:
The steps for resolving Port conflicts will vary from device to device. To begin with, the following steps can be used:
- Go to Start Menu and Control Panel
- Select the System icon (in Classic view)
- Select the Hardware tab and Device Manager
- Expand the “Ports (COM & LPT)” heading
- Right click and select properties on the Vodafone Mobile Connect port device (description will vary depending on device in use)
- Select the Port Settings tab and Advanced
- Change the COM port number to an unused high end com port e.g. 250 and click OK twice to return to device manager
- Repeat for any other VMC related port components (ensuring to use a unique port number for each component
- Reboot the PC and retest
For software conflicts with 3rd party software (other connection managers, port redirection utilities etc), the following “Clean Boot” process can be used to troubleshoot, and in some instances, pin point the application/utility at fault:
To Apply “Clean Boot” on Windows XP:
1. Click Start > Run.
2. In the Run window, type following text:
msconfig
3. Click OK.
The System Configuration Utility appears.
4. Click the General tab.
Click on Selective Startup and make sure that "Load System Services" is the only item checked.
(You will be unable to unselect "Use Original BOOT.INI." This is OK).
5. Click the Services tab.
6. Select Hide all Microsoft Services.
Warning Do not skip this step. You must hide the Microsoft Services before you go on to step 7.
7. Clear all the services that are still displayed on the Services tab.
8. Click Apply > OK.
9. Click Restart.
To Apply "Clean Boot" on Windows Vista:
1. Click Start Menu, and type msconfig in the search bar.
2. Hit return (or double left click) on returned Msconfig file to launch System Configuration utility.
The System Configuration Utility appears.
3. Ensure the General tab is selected.
4. Click on Selective Startup and make sure that "Load System Services" is the only item checked.
(You will be unable to unselect "Use Original BOOT.INI." This is OK).
5. Click the Services tab.
6. Select Hide all Microsoft Services.
Warning Do not skip this step. You must hide the Microsoft Services before you go on to step 7.
7. Clear all the services that are still displayed on the Services tab by selecting “Disable All”.
8. Click Apply > OK.
9. Click Restart.
If error is cleared then this indicates a conflict with another service or application running on the machine. This will require enabling each service/application one by one and retesting to find the service/application at fault.
Note: When you have completed your troubleshooting, follow the steps in the next section to configure Windows to perform a Normal startup:
- Rerun MSConfig utility as detailed above
- On the general tab click Normal Startup.
- Click OK.
- Click Restart.
Cause:
This normally indicates that the dial up connection is not pointing at the correct modem device or there is a problem with the connection information itself.
Resolution:
This can normally be resolved as follows:
- Go to Start Menu, Control Panel and Network Connections (in Classic View)
- Right click on the Vodafone Mobile Connect Connection and select properties
- Ensure that ONLY the correct VMC modem device is selected under the Connect Using heading and click OK
- Retest connection
If this does not resolve the issue, post to let us know.
Cause:
There are multiple causes for this error including system setup, system timings initialising the device and VMC software version.
Resolution:
1) Ensure Network Connection relating to the device is enabled.
- Control Panel
- Network Connections (Network and Sharing Centre -> Manage Network Connections on Vista) or (Start Menu -> type 'view network connections' in search field and double click returned result on Windows 7)
- Ensure the Lan or High Speed connection using the Vodafone Mobile Broadband Network Adapter (Huawei) is enabled.
2) Ensure Network Adapter relating to the device is enabled:
- Control Panel
- System
- Hardware Tab
- Device Manager (Control Panel - System Device Manager in left hand menu on Vista and Windows 7)
- Expand the Network Adapters heading and ensure the Vodafone Mobile Broadband Network Adapter (Huawei) is enabled.
3) If on you are on an older VMC version of software, update to VMB 10.1 (or higher) available here.
4) Further to this, if using the K4505 and you have firmware 11.818, it is recommended to update to 11.870.
This will not resolve the 608 issue, but will improve connection stability especially under 2G conditions. The firmware for the K4505 can be updated as follows:
- Download the firmware update utility from the bottom of this thread.
- Ensure the Sim is removed from the modem, modem plugged in, Vodafone Mobile Connect software not running and computer on mains power
- Double click the K4505 Update 11.870.02.10.11.B455.exe to run
- Follow on screen prompts to apply the firmware update ensuring device is not removed and computer is not switched off during the process
- Once complete, reboot the computer
Cause:
This error normally indicates a corruption of the TCPIP stack relating to the Dial Up Networking Components. In all instances where the error has been encountered a reinstallation of the Operating System, while using the same VMC Device/Software/SIM has resolved the issue.
As reinstalling an Operating System is usually very complicated there is another potential resolution:
Possible Resolution: Device Manager
- Go to Start Menu, Control Panel, and System
- Click on the Hardware tab and select Device Manager
- Expand the Network Adapters heading
- Right click on the onboard LAN adapter (the description of this will vary from machine to machine) and select uninstall
- Go to Action and select “Scan for Hardware Changes” to reload the network adapter
- Still in Device Manager, expand the Modems heading
- Right click and select “Uninstall” on ALL modems under this heading
- Go to Action and select “Scan for Hardware Changes” to reload the modems
- Reboot the machine
- Reboot the machine again (this is key to ensure all modem and connection entries have updated with the correct keys)
Cause:
This issue has been found to be a firmware issue in conjunction with the Vodafone UK Network.
Resolution:
This can be resolved by upgrading the firmware as follows:
Download Link: http://uploads.vodaf....00.11.B427.exe
Instructions:
- Download the firmware update utility
- Ensure the Sim card is removed from the modem, the modem is plugged in, Vodafone Mobile Connect Software is not running, and the computer is on mains power
- Double click the K4505Update 11.828.03.00.11.B427.exe to run
- Follow on screen prompts to apply the firmware update ensuring the device is not removed and the computer is not switched off during the upgrade process
- Once complete, reboot the computer
Cause:
Some K3570-Z Pay As You Go Modems will install with the Mobile Connect Dashboard set up incorrectly. This will result in you being unable to view usage and Top Up information.
Resolution:
In the Vodafone Mobile Connect Dashboard:
- Click the Advanced button
- In the Advanced menu, click the tower icon in the top left hand corner of the screen
- Select Options, Select Account Type on the left hand side, Change the account type to Contract, Press OK
- Press OK again to restart the application
- When the application restarts, repeat the steps except change the account type to prepay instead of contract
- All done, your prepay menu options are now available for selection
Cause:
We've seen increasing reports lately of the K3760 modem failing to install fully, particularly under Windows 7 systems. The modem installs itself as a Mass Storage drive and the Vodafone Mobile Connect software installs - but once loaded displays "No Device Detected" and no modems listed under "Manage Devices".
Resolution:
To correct this, please download the attached Utility. Extract the .exe file and run this with the modem plugged in. This will force your modem to move on to the next step in its installation, and register the modem onto your computer.
Once complete, please re-load Vodafone Mobile Connect and re-test your connection.
Issue:
When connecting with VMB 10.1 using a K4505 modem, error 635 might be encountered
Resolution:
Firstly, check that VMB is set to connect to correct account type. This can be done as follows:
- Click on the red icon at the top left of VMB
- Click Options
- Click Account Type
- Ensure you're set to Pre-Pay if you're on PAYG or Contract if you're on Contract
- Extract the contents of the zip file to a location on your computer (normally done by right clicking on the file and selecting "Extract All" or "Open with" and the relevant Compressed file tool)
- Ensure the Vodafone Mobile Broadband software is not running and there is no active connection to the Vodafone UK network in place
- Double click on the extracted "EFS Recover.exe" File to run the tool
- Click on "check" to check the device, this may take several seconds
- Once complete you will be presented with a results message, this will be one of the following:
- "EFS Profile correct successfully” : Indicates the EFS Profile required resetting. Retest the connection via the Vodafone Software
- "Unable to find the data card, please restart the data card” or similar : Indicates the device is in use, or the files have not been extracted correctly. Ensure Vodafone Mobile Broadband software is not running (check Task Manager and ensure “mobilebroad.exe” or “mobileconnect.exe” are not running) and that the files have been extracted from the zip file.
