K3765 Modem - How do I get this working on Windows 7

[PJamieson]

Hi,

Just got an upgrade to the K3765 modem however the first time I plugged the modem in, the software installed fine and I could connect. However the next time I plugged the modem in, it tried to install drivers and failed.

The modem now doesn't get seen by Windows 7 and I can't seem to find any drivers for this modem to install.

Any help would be great.

Cheers

Peter

[Retired-Jon_V]

Hi Peter,

That's very odd. If it was working once, it should work again!

Are you using the same USB port as last time? Changing ports will create multiple instances of the modem and can sometimes confuse windows.

If you have a look at Device Manager under Control Panel, do you see any exclamation marks or questions marks here, and if so, what are the devices that have errored?

Jon

eForum Team

[PJamieson]

Hi Peter,

That's very odd. If it was working once, it should work again!

Are you using the same USB port as last time? Changing ports will create multiple instances of the modem and can sometimes confuse windows.

If you have a look at Device Manager under Control Panel, do you see any exclamation marks or questions marks here, and if so, what are the devices that have errored?

Jon

eForum Team

Hi Jon,

Yep, same USB port and nothing in the Device manager.

The second time it goes in, it sees it and tried to install drivers however it can't find any. This is a fresh Win7 Pro build. Turned off AV.

Downloaded latest and greatest VMC and still getting the problem

[Retired-Jon_V]

If Windows is seeing the device, and the drivers are failing, then there should be some entries in Device Manager to say they are there - perhaps as an Unknown Device. Can you expand the Modems, Ports (COM & LPT), and USB Host Controllers categories for me, and take a screenshot to upload here?

Jon

eForum Team

[PJamieson]

Hi Jon,

The issue is that after it fails to install the dongle, it then just does nothing once you plug it back in. So:-

First time you plug in everything works
Second time, it see's it, tries to install drivers, fails and then hangs
Third time and everytime after that, nothing happens. Dongle powers up, however nothing

Completed 3 fresh rebuilds on 3 completely different machines (including an XP and same thing happens to all three)

PC's are not members of a domain at the time of install, no GPO's are applied. AV has been disabled and all windows settings are defaulted

[Retired-Jon_V]

I'd normally say something like this is a Windows issue - but if the exact same thing is happening on three different machines, this can only possibly be down to a faulty modem unfortunately.

I'm not clear on what exactly is causing the issue, but I think it's narrowed down enough that it is clearly a fault which is following this modem, and not your windows configuration.

Please see our repairs thread for details on how to get this resolved

Jon

eForum Team

[PJamieson]

Hi Jon,

After spending quite some time speaking to CS, the women said I would need to speak to technical about this. I explained that I had already spend time with yourself working on the issue and I just wanted to arrange a replacement.

As I explained this, she sighed then then hung up on me. Very unprofessional.

Can you guys arrange the replacement and can I put a complain in about this agent please?

Thanks

Peter

[PJamieson]

Hi Jon,

Phoned back again and managed to speak to someone else. They are processing the replacement however they seemed unsure about if it would be new or not. Since this dongle is less then 30days old it should be new shouldn't it?

Cheers

Peter

[Retired-Holly]

Hi Peter Jamieson,

Apologies if you have received mixed messages regarding this. :rolleyes:

You are correct in saying the replacement will be new, we would only supply reconditioned equipment in the case of an insurance claim.

I trust that puts your mind at rest, please let me know if you need anything else.

Thanks

Holly
eForum Team