P1D Wireless Broadband Modem User Manual
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Appendix A – Troubleshooting Tips
Troubleshooting Tips
Please review these troubleshooting tips if you experience trouble with software installation,
user registration, finding a radio signal, or connecting to the Internet. You may achieve a faster
resolution to your trouble if you first consult and follow the tips before calling your Service
Provider for Technical Support.
Warning:
Do not attempt any repair to the P1D Modem yourself. Any resulting damage to the
Modem may create an unsafe condition.
If your trouble is not listed in this section, call your Service Provider for Technical Support. The
technical support representative will ask for your name, your location, your phone number, the
serial number located on the back of the P1D Modem underneath the battery cover, and any
error messages that may have displayed. You may need to provide your username and
password if the problem is related to your service or your account rather than the Modem and
its associated software.
Remember, your PC operating system must be compatible with the supported
operating systems: Windows 98 (Second Edition), Windows ME, Windows
2000 and Windows XP.
1.
The Connection Software No longer Operates Correctly
Check that the third party software, listed in Appendix I, is installed and if not then install.
Contact your Service Provider for Technical Support as needed.
2.
The power indicator is on but the display does not
illuminate
a)
If you are connected with the AC Adapter, check to see if you are using a switched
wall socket. You may need to simply flip the switch. (If you are using the modem
away from an AC power source, you could have a discharged battery.)
b)
Plug the Wireless Broadband Modem into another wall socket to check the power.
c)
Check for loose ends on the power cable. If the display still does not illuminate, your
P1D Modem may have been damaged. Contact your Service Provider for Technical
Support for assistance.
3.
No signal indicators are illuminated on the Modem top
panel
a)
Following power up, allow about thirty seconds for the Wireless Broadband Modem
to communicate with a local base station, at which point there should be some
indication of signal strength.
P1D Wireless Broadband Modem User Manual
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b)
If this is the first time you have tried to use the Modem and you do not see any
signal strength LEDs illuminated, try repositioning the modem to see if the signal
strength indicator illuminates. If you still cannot obtain a signal, try moving the
modem near to a window. The Modem is receiving an adequate signal when the
signal strength indicators are illuminated. If all the above fails, you may not be within
the coverage area of the service network. Call your Service Providers Customer
Service for more information about the coverage area.
c)
If you have used the Modem successfully at least once, and you have changed your
location, you may not be within the coverage area of the service network. Call your
Service Provider for Technical Support to determine the coverage area.
4.
The signal strength indicators are flashing slowly
a)
Although you have sufficient signal strength to connect to the Internet, your modem
may not be optimally positioned to receive the best signal strength and achieve the
best data transfer rates. Try moving the position of the modem to maximize the
number of illuminated LEDs.
b)
You may also achieve a stronger signal if you place the modem near a window, but
avoid direct sunlight.
5.
The Modem indicators on the top panel are not
show ing the expected display information
The indicators can signal a number of error or warning conditions if the modem experiences a
hardware fault, software upgrade or dialer attachment is required. Please refer to Appendix D
for a detailed list of all possible display warning combinations.
6.
The Modem disconnects unexpectedly
Check for loose connections on both ends of the computer interface cable and the power
cable. If all connections are secure, you may have had a bad connection. Try connecting to the
Internet again. If your subsequent connection attempts fail, call your Service Provider for
Technical Support.
7.
The Modem speed is not fast enough
There are several conditions that can result in slower access speed that are not related to your
P1D Modem’s performance:
The access speed is related to the radio signal strength. Ensure that you are receiving the
best possible signal by moving the Modem and if possible locating it next to a window. The
faster the signal quality indicators flash the better the signal. When they are lit continuously
then you are receiving a strong signal that should enable maximum possible data speed.
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 your Service Providers Customer Service.
