Anda di halaman 1dari 20

Frequently Asked Questions (FAQS)

On HUAWEI EG162G Stick Modem Internal

Frequently Asked Questions (FAQS)


On
HUAWEI EG162G Stick Modem

Huawei Technologies Co., Ltd.


All Rights Reserved

2008-04-28 HUAWEI Confidential Page1, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

1 Are there any special requirements for laptop?


2 When EG162G USB Modem is connected to computer, how can I confirm the
USB Modem has been successfully installed?
3 The new hardware can’t be found when the USB Modem is being connected to
computer. What shall I do?
4 When EG162G USB Modem was plugged into the computer, Windows hangs, or
run slowly, or can not open the Virtual CD-ROM of USB Modem. What shall I do?
5 When USB Modem is connected to computer, Dashboard (e.g. Starhub) is
successfully installed. But Dashboard shows no device is found. So how can I do?
6 When I want to do dial-up, what is the mean of fail code 619?
7 Disable to connect the website (e.g.: MSN\gmail)
8 Refresh the ports continually.
9 CD-ROM can not be opened after Operating System wake up.
10 When the Modem is connected to computer, there is a “!” at the mass storage.
11 When the modem is connected to computer, LED display is normal, but no port
in the Device Manager.
12 Reboot the computer after it wake up, we can not get in the operating system.
13 When the modem is connected to computer, there are 3 ports can be detected.
14 Blue screen when the modem is connected to computer.
15 Modem installs OK and the customer has signal however the connect button
shows grey.
16 Modem will not create the CD-drive correctly or will continually pickup and drop
the Modem hardware on a HP Pavilion laptop.
17 Modem will not create the CD-drive correctly or will continually pickup and drop
the Modem hardware on a computer running Windows XP Media Centre Edition.
18 Modem will not create the CD-drive correctly or will continually pickup and drop
the Modem hardware on a Windows XP & Vista laptop.
19 Modem can not be recognized by Vista and can not automatically run.
20 Click the connection from the website, there appears a blank website which can
2008-04-28 HUAWEI Confidential Page2, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

not be shutdown.
21 When users dial up the internet via the modem, the speed rate is slow.
22 Linux Operating system can not be started when the modem is plugging in.
23 When I want to do data operation, what is the mean of fail code 31?
24 When I want to do Data Connection, what is the mean of fail code 619?
25 When I want to do Data Connection, what is the mean of fail code 629?
26 When I want to do Data Connection, what is the mean of fail code 633?
27 When I want to do Data Connection, what is the mean of fail code 651 or 777?
28 When I want to do Data Connection, what is the mean of fail code 678?
29 When I want to do Data Connection, what is the mean of fail code 680?
30 When I want to do Data Connection, what is the meaning of fail code 720?
31 When I want to do Data Connection, what is the mean of fail code 656?
32 When I want to do Data Connection, what is the mean of fail code 797?
33 The temperature of modem
34 Signal intensity

2008-04-28 HUAWEI Confidential Page3, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

1 Are there any special requirements for laptop?

To use the EG162G MODEM, The followings are recommendatory


required for your laptop:
Ø EG162G supports Multiple operating systems, such as Windows 2000
(SP4 or above), Windows XP (SP2 or above), Windows Vista and Mac
operation system.
Ø Minimum requirements:
n USB interface: USB 2.0 full speed
n CPU frequency: 866 MHz
n Memory: 128 MB RAMT
n Spare hard disk capacity: 100 MBT
n Resolution: 800 × 600
Ø Recommended configuration:
n CPU: 866 MHz Pentium or above
n Memory: 128 MB or above
n Spare hard disk capacity: 100 MB or above
n Resolution: 1024 × 768

2 When EG162G USB Modem is connected to


computer, how can I confirm the USB Modem has
been successfully installed?

You may confirm it in Device Manager:


Ø Open “Control Panel”.
Ø Select “System”
Ø Open “Hardware”, select “Device Manager”
Ø Unfold the Modem and ports. After the dashboard install well ,you can
check the information in device manager of your computer as follows:
2008-04-28 HUAWEI Confidential Page4, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

3 The new hardware can’t be found when the USB


Modem is being connected to computer. What shall
I do?

l Open Device Manager. Expand the Universal Serial Bus controllers.


Select the USB Mass Storage Device. As shown by figure below.

2008-04-28 HUAWEI Confidential Page5, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

l Right click at the USB Mass Storage Device. Select Uninstall as figure
shown below.

l After Uninstalling, computer will reinstall the driver again. Below message
will prompt up.

4 When EG162G USB Modem was plugged into the


computer, Windows hangs, or run slowly, or can
not open the Virtual CD-ROM of USB Modem. What
shall I do?

It may be caused by some software or services which have been installed

2008-04-28 HUAWEI Confidential Page6, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

are conflicted with the USB MODEM.


To get the cause:
1. Run msconfig in the star-menu to open System configuration Utility.

2. Choose Services in System configuration Utility, and then select Hide


All Microsoft Services and Disable All. At last choose apply and reboot
system.

3. Re-plug the USB MODEM into the computer, if the system run ok, that
means some software or service conflict with USB Modem. You can
start the service one by one to find which conflict with the USB
MODEM. And then you can solve the problem by uninstalling the
software.
4. If you disable all service, but the problem is still on. Please contact
2008-04-28 HUAWEI Confidential Page7, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

your Operator or Technical Support.

5 When USB Modem is connected to computer,


Dashboard (e.g. Starhub) is successfully installed.
But Dashboard shows no device is found. So how
can I do?

Check the ports in Device Manager. The USB Modem is in the same port
with another device, which blocks the USB Modem from being detected.

In this case, it can be solved by changing the port:


1. In Device Manager, right click the conflicted device. Select properties.

2008-04-28 HUAWEI Confidential Page8, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

2. Select “Port Settings” -> “Advanced…”.

2008-04-28 HUAWEI Confidential Page9, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

3. In “COM Port Number”, select another port not in use. And then click
OK.

6 When I want to do dial-up, what is the mean of fail


code 619?

1) Weak Signal
l Make a comparison test at the Strong Signal section.
2) Configuration failure of the APN
l Check the configuration of the APN in the Dashboard, make sure there is
no add-configuration which has been set.
l Set the APN correctly, disable the add-configuration.

2008-04-28 HUAWEI Confidential Page10, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

7 Disable to connect the website (eg: MSN\gmail)

1) Check the website whether it is forbidden.


l Change a modem or connect the website with the wired-network.
2) Network of the Operator do not support the transmission of mass data flow.
l Try to ping the website.
l Make a comparison test by the modem of the other Operator or the other
network.

8 Refresh the ports continually.

Conflict with the virtual CD-ROM or a dead circulation.


l Make a test with the latest firmware.
l Uninstall the virtual CD-ROM, or update the firmware by the latest one.

9 CD-ROM can not be opened after Operating System


wake up.

The alternation between PC and SCSI is abnormal.


l Make a test with the latest firmware.
l Uninstall the virtual CD-ROM, or update the firmware by the latest one.

10 When the Modem is connected to computer, there


is a “!” at the mass storage.

1) Unplug the modem when CD-Rom is running, plug it again may has the
“!”(especially windows2000)
l Unplug the modem, wait for 5 seconds, and then re-plug.
l If fail, unplug the modem and reboot computer, then re-plug the modem.

2008-04-28 HUAWEI Confidential Page11, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

2) Conflict with the CD-ROM drive.


l Make a test with the latest firmware.
l Uninstall the virtual CD-ROM, or update the firmware by the latest one.

11 When the modem is connected to computer, LED


display is normal, but no port in the Device
Manager.

1) Windows Operating System failure.


l Unplug and plug the modem.
l If fail, unplug the modem and reboot computer.
2) USB interface framework failure(eg:dell620 dell820)
l Use the other USB interface.

12 Reboot the computer after it wake up, we can not


get in the operating system.

1) Windows failure
l Unplug the modem.
l If fail, reboot the computer.
2) The alternation between PC and SCSI is abnormal.
l Make a test with the latest firmware.
l Uninstall the virtual CD-ROM, or update the firmware by the latest one.

13 When the Modem is connected to computer, there


are 3 ports can be detected.

The alternation between PC and SCSI is abnormal.

2008-04-28 HUAWEI Confidential Page12, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

l Check whether 3 ports in the Device Manager.


l Delete the “COMPOSITE DEVICE”, and re-plug the modem.

14 Blue screen when the Modem is connected to


computer.

1) Conflict with cardbus driver.


l Analyze the blue screen file, check whether caused by “usbohci.sys”.
l Get the latest bios version from the official website, and update.
2) Conflict with the other devices. (e.g.: smartcard controller conflict of T1)
l Check Device Manager, whether there has a smart card.
l Disable the smart card.
3) Driver of the Modem.
l Update the latest driver.
4) The software which has been installed is conflicted with the USB Modem
2008-04-28 HUAWEI Confidential Page13, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

(eg: anydvd, easyCD)


l Make a test with the latest firmware.
l Update the firmware by the latest one.

15 Modem installs OK and the customer has signal


however the connect button shows grey.

l This issue has been seen on a number of laptops running Norton internet
security. Exact versions of this are not yet known and the only known
solution is to disable Norton however this has not worked in 100% of
cases.

16 Modem will not create the CD-drive correctly or will


continually pickup and drop the Modem hardware
on a HP Pavilion laptop.

l On XP, Disable qpservice from the services list (Start - control panel -
Admin tools - services)
l On Vista, Disable HP Quick play service from the services list
This Service controls the Quick play buttons situated above the keyboard
on the laptop and allow the user to quickly start, stop and control media
files. Disabling this service stops these keys from functioning however it
does allow the EG162G to function perfectly. This has resolved 100% of
cases seen on HP Pavilion laptops. (Vista & XP)

17 Modem will not create the CD-drive correctly or will


continually pickup and drop the Modem hardware

2008-04-28 HUAWEI Confidential Page14, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

on a computer running Windows XP Media Centre


Edition.

l Disable the Media Centre Extender Service.


We are currently investigating the functions of this service but believe it to
be very similar to the HP service mentioned in the previous issue.
Disabling this service has resolved the large majority of issues with XP
Media Centre Edition.

18 Modem will not create the CD-drive correctly or will


continually pickup and drop the Modem hardware
on a Windows XP & Vista laptop.

1) Vista only: Disable all of the Microsoft® Windows® Operating System


startup Entries and reboot.
Without these running we have seen an increased success rate installing
the Modem on windows Vista however it does not work in all cases. We
believe these startup entries are again linked to the 2 issues above. They
appear to relate to media control buttons on the laptop however we have not
been able to replicate this fault to confirm their exact purpose.
2) Vista & XP:
l Stop all Non Microsoft services and all startup items using MS config, and
then reboot the laptop.
l After rebooting, the Device is then found correctly and the modem then
installs.
This fix only works in about 5% of the cases.
3) Vista only:
l Download a copy of the EG162G software from our Web server.

2008-04-28 HUAWEI Confidential Page15, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

l Unzip and install on the customers laptop


l Plug the modem
l In Device manager: Manually update the Mass storage device to a USB
Composite device

19 Modem can not be recognized by Vista and can not


automatically run.

1) Vista only:
l Check the size of the file \** \windows\inf\infcache.1.
l If the size of it is only a few KB. Please install the patches of Windows
Vista:
Windows6.0-KB937187-x86.msu
Windows6.0-KB937187-x64.msu.
Reboot your PC.
And you can get the patches from us
2) Vista only:
l Check if the file \**\windows\inf\usbstor.inf exists, if NOT, find the
unrecognized device mostly showed as “Huawei mobile” and manually
update the driver.
l Select the device in device manager and Click the right button of your
mouse-update driver and then manually select the driver in folder \mass
storage you get from us.
l Reboot your computer.
l If the modem still cannot autorun, then manually install the driver in the
folder \CDROM, then reboot.
You can get the driver from us.

2008-04-28 HUAWEI Confidential Page16, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

20 Click the connection from the website, there


appears a blank website which can not be
shutdown.

Cause by the operator’s network.


l Use the same modem to login the website via different networks.
l Use different modems to login the website via the same network.

21 When users dial up the internet via the modem, the


speed rate is slow.

Caused Dashboard software


l Use the original dialup software from Windows, and make a speed rate
comparison with the modem
l Modify the Dashboard software.

22 Linux Operating system can not be started when


the modem is plugging in.

When plug the modem to computer, the operating system can not be
started.
l Update the firmware to the latest one.

23 When I want to do data operation, what is the mean


of fail code 31?

Please try it again, that is temporary failure.

2008-04-28 HUAWEI Confidential Page17, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

24 When I want to do Data Connection, what is the


mean of fail code 619?

l The SIM card doesn’t have data service


l APN is wrong.
l No network signal that USB Modem can meet.

25 When I want to do Data Connection, what is the


mean of fail code 629?

l No SIM card in USB Modem.


l The APN length is over 100 words.
l Need to input PIN code.

26 When I want to do Data Connection, what is the


mean of fail code 633?

The Driver of USB Modem is abnormally installed, or repeat dial-up when


you dial-up has already been successfully connected.

27 When I want to do Data Connection, what is the


mean of fail code 651 or 777?

The SIM card which set USB Modem need decode of PUK.

2008-04-28 HUAWEI Confidential Page18, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

28 When I want to do Data Connection, what is the


mean of fail code 678?

The current network is CS only.

29 When I want to do Data Connection, what is the


mean of fail code 680?

The pocket computer be installed several Modem. For example, if you


would like to dial-up via Huawei USB Modem, but actually another modem
of other brand is inserted into your computer.

30 When I want to do Data Connection, what is the


meaning of fail code 720?

The protocol of TCP/IP run wrong, you need to re-install it.

31 When I want to do Data Connection, what is the


mean of fail code 656?

You dial-up with Windows program while you dialing-up with another
customer software.

2008-04-28 HUAWEI Confidential Page19, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com


Frequently Asked Questions (FAQS)
On HUAWEI EG162G Stick Modem Internal

32 When I want to do Data Connection, what is the


mean of fail code 797?

You dial-up in windows network connection which has been configured,


while the USB Modem is not inserted, or no network.

33 The temperature of modem

When EG162G works, it will heat and the temperature will go up, although
the heat is in safe area, make sure to give out the heat and babies and children
are prevented.

34 Signal intensity

When modem is directly connected to computer in corner or other small


space, the signal may be weak. We suggest use the accessory USB cable to
connect modem and PC, it is useful.

2008-04-28 HUAWEI Confidential Page20, Total20

PDF created with pdfFactory Pro trial version www.pdffactory.com