LTE USB Modem
BandLuxe C50X
TROUBLESHOOTING
FOR USERS
BandRich C500 TroubleShooting Guide
INTRODUCTION
Features
LTE / HSPA+ Multi-Mode
LTE Downlink up to 100Mbps
LTE Uplink up to 50Mbps
Receive Diversity and MIMO (2x2)
Compact Size & Sleek Design
CD-Free Installation
Support microSD/microSDHC
Auto APN Matching
Support System
MS Win7 / Vista / WinXP SP3
Mac OS X 10.7 / 10.6 / 10.5
Linux Ubuntu 11.04
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BandRich C500 TroubleShooting Guide
INTRODUCTION
Inside the Box
 LTE USB Modem
 Quick Start Guide
 USB Extension Cable
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BandRich C500 TroubleShooting Guide
INTRODUCTION
Appearance
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BandRich C500 TroubleShooting Guide
INSTALLATION
Inserting the SIM Card
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BandRich C500 TroubleShooting Guide
INSTALLATION
Using the Dongle
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BandRich C500 TroubleShooting Guide
INSTALLATION
Connecting the External Antenna
Connector: SMK TS9
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BandRich C500 TroubleShooting Guide
INSTALLATION
1. Connect the dongle to your computer
2.
Installation Wizard will pop-up
3. Follow the instructions to complete
the Connection Manager installation
4. Drivers will be installed automatically
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BandRich C500 TroubleShooting Guide
INSTALLATION
- BandLuxe C500 is not displayed in My Computer
 Make sure that AutoPlay is turned on
MS Winows 7:
1. Go to Start > Control Panel > Hardware and Sound > AutoPlay
2. Select the Use AutoPlay for all media and devices check box
3. In the list next to the Software and games,
click [Ask me every time], then click Save.
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BandRich C500 TroubleShooting Guide
INSTALLATION
- BandLuxe C500 is not displayed in My Computer
 Make sure that AutoPlay is turned on
MS Windows XP:
1. Go to Start > Run> Enter [gpedit.msc], then click [OK]
2. Go to Computer Configuration > Administrator Templates > System
3. Double click “Turn off Autoplay” and set to “Not Configured”
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BandRich C500 TroubleShooting Guide
BASIC SET-UP
Have to be active
SIM Card
SIM card can be detected by
BandLuxe Connection Manager.
(You may view this at the Home Screen)
SIM Card is detected
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SIM Card is not detected
BandRich C500 TroubleShooting Guide
BASIC SET-UP
Check signal strength:
(You may view this at the upper-left part
of the BandLuxe Connection Manager)
SIM Card
No Signal
Poor Signal
Good Signal
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BandRich C500 TroubleShooting Guide
BASIC SET-UP
Check if device is detected by your
computer
(You may view this in the task tray)
Device/
Modem
Device is detected
Device is NOT detected
Check device light (LED) Indicator
(You may view this on the left of the device)
RED – SIM card missing, device not ready
BLUE – LTE/HSPA+/HSPA
Pink/Purple – GPRS/EDGE
GREEN – WCDMA
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BandRich C500 TroubleShooting Guide
BASIC SET-UP
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BandRich C500 TroubleShooting Guide
BASIC SET-UP
Check Network Set-Up:
(MENU > Setting)
Device/
Modem
set-up above is suggested
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BandRich C500 TroubleShooting Guide
BASIC SET-UP
Check Access Point Name (APN):
(MENU > Profile)
Device/
Modem
Create a profile then set to default
fill in Profile name, Number and APN
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BandRich C500 TroubleShooting Guide
No Device
Check if device is properly plugged.
unplug/re-plug device If Not.
Try to switch an USB ports or PC/laptop.
Try to directly connect the device to the
computer if you are using a USB cable.
Device cannot be
detected by
computer
Check device manager if device is detected.
Check the LED.
If not lighting, it means the device is broken.
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BandRich C500 TroubleShooting Guide
Initial SIM Card
Check if the SIM Card is properly inserted.
SIM Card cannot
be detected
Restart the PC
Insert the SIM Card into other devices
to make sure that the SIM Card is working
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BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
If device manager cannot detect the modem,
do hard reset. (un-install and re-install
device)
Modem cannot be
detected By
Computer
If computer cannot Launch the Connection
Manager, do hard reset. (un-install and reinstall the modem)
If all troubleshooting has been applied,
modem is considered defective for
repair/replacement.
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BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
Remove then re-insert SIM Card in the device.
SIM Card cannot
be detected by
computer/No
Signal
If No Signal, Change Radio Settings based
on your internet activity:
If Poor Signal, reposition device and/or
change location of modem to another area
and try connecting again.
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BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
Ensure that correct Access Point Name (APN)
supplied by the SIM card carrier.
Can not
connect to internet
Make sure that your signal is stable and try to
re-connect to the internet.
Good Signal
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BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
Temporarily turn off anti-virus and firewall.
The anti-virus and firewall might be the
possible cause.
Slow internet
connection
Check signal strength being acquired by the
device via the User Interface.
No Signal
Poor Signal
Good Signal
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BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
Configure the modem settings based on
your internet activity:
Slow internet
connection
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BandRich C500 TroubleShooting Guide
NO INTERNET CONNECTION
Check computer specifications:
Slow internet
connection
Recommended specifications:
Pentium IV or higher
512 MB of RAM or higher
USB 2.0 port
50 MB free disk space
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BandRich C500 TroubleShooting Guide
Error Code
- error 678
 Turn User Account Control off
MS Winows 7/ Vista:
1. Go to Start > Control Panel > User accounts
2. Uncheck UAC (User Account Control) on Windows 7 / Vista
Connection Manager:
3. Go to Menu > Profile, check settings in default profile is correct
After checking, press Default on the profile
Go back to main screen (press Home) and press Connect to check if it can connect successfully
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BandRich C500 TroubleShooting Guide
Error Code
- error 680
 Check the connect Device and Phone Number
Connection Manager:
1. Go to Menu > Profile
2. Highlight the default profile and then click Edit
3. Click Detail to view the Properties menu, General Tab
4. Check modem is BandLuxe Wideband Modem,
Phone Number is *99#
5. After checking, click Default on the profile
6. Go back to Home(main) Screen then click Connect to check
if it can connect successfully
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BandRich C500 TroubleShooting Guide
Error Code
- error 777
 Uncheck Operator-Assisted Dialing
MS Winows:
1. Go to Connect to > Show all connection
2. In Connection screen, select Advanced
and uncheck Operator-Assisted Dialing
Connection Manager:
1. Go to Menu > Profile
2. Highlight the default profile and then click Edit
3. Click Detail to view the Properties menu, General Tab
4. Check Phone Number is *99#
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BandRich C500 TroubleShooting Guide
Error Code
- error 720
 Check or Reinstall the TCP/IP protocol
MS Winows:
1. Reboot LAPTOP/PC
2. If still 720, take C500 to another PC and try
3. If it’s working on other PCs, there might be some problems or disorder with the PC.
Do the System Restore or re-install the OS then try C500 to see if it can connect successfully
Ref: http://www.modemsite.com/56k/duns720.asp
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BandRich C500 TroubleShooting Guide
Error Code
- error 633
 Make sure you don't have other applications using the modem
MS Winows:
Do the System Restore or re-install the OS
Ref: http://www.modemsite.com/56k/duns633.asp
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BandRich C500 TroubleShooting Guide
Error Code
- error 619
 Check the SIM Card and BandLuxe CM-Profile
SIM Card:
1. Check the internet access of the SIM Card is available or not
(using mobile phone or other devices to connect)
2. Check if another operator’s SIM Card is accessing the internet with BandLuxe C500
Connection Manager:
1. Go to Menu > Profile
2. Check APN, User name and Password in default profile is correct or not
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BandRich C500 TroubleShooting Guide
Error Code
- error 691
 Check BandLuxe CM-Profile and SIM Card Account
Connection Manager:
1. Go to Menu > Profile
2. Check the Phone number is *99#,
APN, User name and Password is correct to the SIM Card or not
SIM Card:
1. Check the internet access of the SIM Card is available or not
(using mobile phone or other devices to connect)
2. Check if account is suspended or not.
If no, call the SIM operator to confirm whether your account is suspended or not.
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BandRich C500 TroubleShooting Guide
Install and Connect problem
 If the BandLuxe Connection Manager unable or fail to install on the PC:
- Check if the PC belongs to company, please ask for help from MIS.
- If the PC is yours, there might be some problems or disorder. Do the
System Restore or re-install the OS.
 Make sure that the PC without Belkin, Huawei, Option and ZTE Software
installed.
Installing the BandLuxe Connection Manager after uninstalling them.
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BandRich C500 TroubleShooting Guide
Getting Connection Manager Log
1. Run DebugView.exe
 If OS is Win7/Vista. Run DebugView as administrator.
2. Next, get the APP path from DebugView
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BandRich C500 TroubleShooting Guide
Getting Connection Manager Log
 Make sure the hidden files and folders can be visible on the PC
Click on the Organize button in any folder, and then select “Folder and Search Options” from the menu.
Click the View tab, and then you should select “Show hidden files and folders” in the list.
Just select that, and click OK.
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BandRich C500 TroubleShooting Guide
Getting Connection Manager Log
3. Go to C:\ProgramData\Mobile Broadband Connection
(WinXP)C:\Documents and Settings\All Users\Application Data\BandRich\Mobile Broadband Connection
4. Add a string, “write log=1”, into preference.ini then, save the file.
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BandRich C500 TroubleShooting Guide
Getting Connection Manager Log
5. Follow the instructions below to get the log
5.1 Plug-in dongle and waiting Connection manager pop up then close it.
5.2 Run DebugView as administrator.
5.3 Run BandLuxe Connection Manager.
5.4 Reproduce the problems with Connection Manager.
5.5 Immediately after the failure happens (or as soon as you observe that it happened),
save the .log file in DebugView to a file name of your choice.
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BandRich C500 TroubleShooting Guide
Contact Us
Drop a mail at support@bandrich.com
Also provide us the following information for assisting you further:
1) MSN number(consist of fifteen digit)
2) The Model, Firmware and Software version
3) SIM card operator
4) The PC Information(OS, manufactory, model name)
5) Does the C500 is working on other platform with the same SIM card
6) Does the SIM card is working with other device, e.g. mobile phone
6) Error Message
7) Message displayed on the Home of BandLuxe Connection Manager
8) The error occurs under NDIS or Modem Mode
(BandLuxe CM: Setting> General> Connection Mode)
9) BandLuxe Connection Manager Log
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