WWAN Devices

Troubleshooting VZAccess Manager and WWAN Devices | Top Previous Next

When installing VZAccess Manager, it was not able to find the WWAN device

(For a UMTS/GPRS/1xEV-DO/1XRTT/CDMA device).

• | If using a wireless phone and cable make sure it is powered ON and securely connected.

• | If using a wireless phone and cable, try powering it OFF, then ON again.

• | If using a WWAN (UMTS/GPRS/1xEV-DO/1XRTT/CDMA) PC Card, ExSelectCard or USB device, try removing it and reinserting it. For UMTS/GPRS devices, check that the SIM is inserted correctly. You may need to close the Device Detection Wizard and rerun or reboot PC after removing your device. It is important to ensure that the card is removed properly using "Unplug or Eject Hardware" process.

• | If using an embedded WWAN device, make sure any physical switch and/or software on your laptop--which may control power to your wireless device--are properly enabled.

• | Identify any software that uses the serial port on your computer or other USB devices (such as Microsoft® Windows CE services, ActiveSync and Palm HotSync) and exit all of these programs. See Turning Sync Applications On and Off.

• | Make sure that the auto-answer feature of any fax software you are using is disabled.

• | Check with your computer manufacturer to verify your serial port or USB port is enabled and properly configured.

• | If using a USB cable, be sure to follow the documentation supplied with it to get it installed as a serial port or USB modem, before installing VZAccess Manager. If you have done this, also try disconnecting the USB cable from the PC and the wireless phone, then reconnect it and try again.

Cannot connect using a wireless device designed for use overseas - Not finding network "Searching for network" message in VZAccess. LED on wireless device is solid RED

• | Verify that your GlobalAccess card is inserted in your computer's PCMCIA, ExSelectCard or USB slot. (A Mobile Broadband/NationalAccess PC Card will not work abroad except in countries with CDMA coverage).

• | Check that your wireless device is inserted correctly and SIM is installed correctly.

• | Ensure that the wireless network's coverage extends to your current location. You may be in a non-covered service area.

Cannot connect using a wireless device designed for use overseas - VZAccess Manager finds a network, however "Connect" button cannot be selected.

• | Re-run device the Device Detection wizard. Select on "Options" tab, and select Detect Device or Select CRTL-N.

• | Shutdown VZAccess Manager and reboot PC

Cannot connect using a wireless device designed for use overseas - Constant "Powering on device message" in bottom left corner. LED on external device is flashing RED

• | Close VZAccess Manager

• | Remove external device and reboot PC

• | Check that SIM card is correctly inserted into the wireless device

I get connected, but I can't get to any web sites.

• | If you are using VPN (Virtual Private Networking) you may require proxy settings on GlobalAccess or "Verizon Wireless - VZAccess" if you wish to access the Internet when connected to a corporate network through VPN. To see if this is the case disconnect from your VPN and see if you can access the Internet directly. For additional information see Turning Proxy Settings On and Off.

• | If you are using a PC provided by your employer, it's possible they might be using Microsoft's Winsock Proxy or a similar program that enforces Proxy settings without having to enter any proxy settings in your web browser. If this is the case, you will only be able to access the Internet when using VPN. To access the Internet directly you will have to disable the Winsock Proxy. Usually these applications have an icon in Control Panel that allows turning them on and off. Check with your Network Administrator if you think this might be the case.

I can receive e-mail but cannot send e-mail using my e-mail program.

• | Some Internet (email) Service Providers require that you be connected through their network to access their mail server to send e-mail.

My computer locks up or crashes when attempting to connect.

• | Refer to your computer manual for help in managing your serial COM ports and USB ports, to resolve potential resource conflicts.

• | Exit any applications that may use serial ports or USB ports, that might be causing a conflict and try again.

• | While trying to use your wireless device, remove any unrelated PC Card (PCMCIA) or USB modems from your computer. Please also turn off any optional hardware such as built-in memory card readers on your notebook via the Windows Device Manager.

My connection fails immediately, or I get a "Call Failed" on the display of the wireless phone.

• | If using a wireless phone and cable, check the battery strength indicator on the display of your wireless phone. Low battery power may cause loss of signal or connection.

• | Raise the antenna on your wireless phone, and verify that there is a "D" on the display to indicate digital coverage. If you are not within the digital coverage area, wait until you are back in Verizon Wireless digital coverage to place your call. Try to connect again.

• | Try powering the wireless phone OFF, then ON again. If using a PC Card or an ExSelectCard you can remove it and reinsert it. Then try to establish your session again.

My connection fails, and I am getting a "Signal Faded" on the display of my wireless phone.

• | Raise the antenna on your wireless phone, and verify that there is a "D" on the display to indicate digital coverage. If you are not within the digital coverage area, wait until you are back in the Verizon Wireless digital coverage area to place your call.

• | Try to establish your session again.

My communication software shows that I am connected, but my wireless phone does not.

• | Depending on your device and your NationalAccess or Mobile Broadband plan, your data session may disconnect during a dormant state. See your Calling Plan brochure for details. Select disconnect, then connect again.

• | Your call may have been disconnected due to a network anomaly. Disconnect and try to establish your session again.

I get disconnected while using Mobile Office Kit,or Music and Internet Kit, or while dialed in to my corporate network.

• | Try to establish your session again.

• | Make sure the data cable between your wireless phone and your computer is securely connected to both devices.

• | Your corporate network or Internet service provider may have disconnected you. If the problem persists, contact your Internet service provider or corporate network administrator for support.

• | Check your application software setup to see if it has an inactivity timeout. Increase the timeout to match your needs.

When I launch VZAccess Manager:

1. my wireless phone powers off.

2. the levels reported for Battery or Signal level are incorrect.

• | Some wireless phones do not support the commands used to determine the battery and signal levels. If the display of the phone differs with what is displayed in VZAccess Manager use the information displayed on the phone.

• | You can set VZAccess Manager to display the computer's battery level instead of the battery level of the wireless device. This may resolve the powering off issue if it is occurring.

• | Please note that battery levels in VZAccess Manager cannot be updated when the wireless phone is in use. The default setting is to query the wireless phone when the program starts, right before you establish a session and when you disconnect. So the levels are a snapshot; they do not constantly update. You can refresh the levels when you are not in a session by selecting "Tools", "Refresh Signal Levels" from VZAccess Manager's main screen.

I get "There is no dial tone" while trying to connect, using my wireless phone or it seems as if the wireless phone or device is not being recognized at all.

• | Try powering the wireless phone OFF, then ON again. If using a PC Card, ExSelectCard or USB device you can remove it and reinsert it. Then try to establish your session again.

• | If you are using a NationalAccess capable wireless phone and cable, verify the serial port speed setting on the phone is set to 19,200 or 115,200. If your serial port supports 115,200 or 230,400, VZAccess Manager will automatically set the phone to the best speed setting. See your wireless phone's manual for instructions on how to do this. If your wireless phone does not have a speed setting, power it OFF, then ON again.

• | If using a USB cable, be sure you connected it to the same port it was connected to when you configured VZAccess Manager. You can reset the USB drivers by unplugging and reconnecting the USB cable. If necessary, from VZAccess Manager's main screen you can select "Options" and "Detect Devices" to run the setup wizard again to redetect and configure the phone.

Every time I try to establish a "Verizon Wireless - VZAccess" connection, it fails.

• | Try detecting the device manually by selecting the "Detect Devices" button. After the device detection wizard finishes, try connecting again.