Vodafone K3765 / K4505 Troubleshooting Guide

Transcription

1 Vodafone K3765 / K4505 Troubleshooting Guide

2 Introduction This guide provides troubleshooting steps to solve several issues which can occur while using the Vodafone K3765 or the K4505: RAS Error 608 VMC Lite Update Issue Cannot find driver after the installation of the VMC. Vodafone Group 2009 Page 2 of 8

3 RAS Error 608 Problem Users with the Vodafone K3765 or the K4505 are unable to connect and a RAS error 608 is shown. In most cases which have been reported, this happened when older devices from Huawei have been installed previously. Software affected: RP73 and Devices affected: Vodafone K3565 and K4505. Workaround To resolve this issue, follow the steps below. On Windows XP: 1) Remove the device 2) Open a command line window (start --> run--> type cmd ) 3) Change the directory to the VMC installation directory (if that is located on C:) 4) Type c: <return> 5) Type cd C:\program files\vodafone\vodafone Mobile Connect\Bin <return> 6) Type wdkdi -D -m u -e -f -d..\driver\pccard\xp\huawei <return> 7) Type wdkdi -D -d..\driver\pccard\xp\huawei <return> This command will take a few minutes to complete because all the VMC related drivers will be removed 8) Now plug in the device. Afterwards the computer will load the mass storage driver. At the start of the Vodafone Mobile Connect Software, the device will be converted to a modem, and a connection should be possible. Vodafone Group 2009 Page 3 of 8

4 On Windows Vista: 1) Remove the device 2) Open a command line window (start --> type cmd in the search box): 3) Change directory to VMC installation directory (if that is located on C:) 4) Type c: <return> 5) Type cd C:\program files\vodafone\vodafone Mobile Connect\Bin <return> 6)wdkdi -D -m u -e -f -d..\driver\pccard\vista\32bit\huawei -o %tmp%\repair.txt Change the 32bit to 64bit if the computer runs a 64-bit edition of Windows Vista. Also, please note that the command wdkdi needs administrative rights on Windows Vista. 7)wdkdi -D -a -d..\driver\pccard\vista\32bit\huawei -o %tmp%\repair.txt This command will take a few minutes to complete because all the VMC related drivers will be removed Vodafone Group 2009 Page 4 of 8

5 8) Now plug in the device. Afterwards the computer will load the mass storage driver. At the start of the Vodafone Mobile Connect Software, the device will be converted to a modem, and a connection should be possible. In the case that the RAS 608 still appears after following the steps above, please collect the repair log file: %tmp%\repair.txt file. Vodafone Group 2009 Page 5 of 8

6 VMC Lite Update Issue Problem: When trying to update VMC Lite with a newer version of VMC Lite, a dialogue is shown that the update is not supported. Workaround: Uninstall the old version of VMC Lite manually, by going into <Control Panel>, <Add/Remove Programs>, then select to uninstall Vodafone Mobile Connect Lite. Restart the computer, and plug in the device with the newer version of VMC Lite. Solution: This issue will be fixed in VMC and newer. Vodafone Group 2009 Page 6 of 8

7 Cannot find driver after the installation of the VMC Problem: Customer uninstalled old VMC version manually and inserts the K3765; the installation starts automatically, but before the installation ends, a dialogue is shown that no driver can be found. Workaround: No workaround is available at the moment. Solution: Customer has to use a device with VMC Lite or newer releases. Alternatively, the customer can install VMC full or higher. What has to be done if the issue cannot be solved? 1) Reproduce the issue 2) Gather VMC Logs: In VMC 9.4.5, go to menu <Help>, <About Vodafone Mobile Connect>, press the F12 key Select Write diagnostic data into log file Then save the log files to a location which the customer can access Collect the preinstlog.txt: o Open the Windows Explorer and enter %tmp% (without the quotation marks) in the address bar; you should be forwarded to the temp folder of the current user. o Search for the file called preinstlog.txt Collect the setupapi.log: o Paste %systemroot%\setupapi.log (without the quotation marks) into the address bar of Windows Explorer. It will open the log in the default text editor. o Save it to a location which the customer can access. 3) Escalate the issue to. Vodafone Group 2009 Page 7 of 8

8 Vodafone Group Vodafone, the Vodafone logos and Vodafone Mobile Connect are trade marks of the Vodafone Group. Other product and company names mentioned herein may be the trade marks of their respective owners. The Vodafone Mobile Connect data card is the subject of a European Community Design Application No Microsoft, Windows and Windows NT are either registered trade marks or trade marks of Microsoft Corporation in the United States and/or other countries. Mac and PowerBook are trade marks of Apple Inc., registered in the US and other countries. Vodafone Group 2009 Page 8 of 8