Knowledgebase
Troubleshooting 3G Network Connections
Posted by Glenn Aban on 29 September 2010 05:01 PM

Troubleshooting 3G Network Connections

If you are experiencing problems getting the 3G USB modem to work with your router please check the following:

Check you are using a supported 3G USB modem
For a list of supported 3G USB modems please have a look at:http://www.draytek.com.au/events/3g_compatible.php

Check the firmware version installed in the router
Some 3G USB modems will require the latest firmware version to be installed in the router to support the modem. To check the firmware version log into the router and look at “System Maintenance >> System Status “menu page.




The latest firmware is available from our web site at:
http://www.draytek.com.au/downloads.php

Instructions on how to install the firmware are available at:
http://www.draytek.com/support/support_note/upgrade/index.php

The router tools if required can be downloaded from our download page.


Check that the 3G USB modem works correctly when connected directly to your computer.
Some 3G USB modems need to be initialised for first time use. This is usually done through the computer with the modem connected directly to the USB port of the computer.

Check that you have a strong signal.
A weak signal can cause problems. If you are indoors move closer to a window to get a better signal.

Follow the step by step instructions on how to configure your router.
These instructions can be found at: http://www.draytek.com.au/support.htm

Ensure you have the correct APN name and username/password if required
Problems often occur due to mistyped APN names or usernames and passwords.

Check if USB LED lights are on or off
Wait for about 15 seconds after inserting 3G USB Modem into your router. The USB LED will light up indicating the installation of USB Modem has been successful.
If the USB LED does not light up, remove and reinsert the modem again. If this fails to get the 3G USB modem working then restart the router.

USB LED lights are on but the network connection does not work
Check if the PIN Code of the SIM card is disabled. Use the utility of 3G USB
Modem to disable PIN code and try again. Some 3G modems will only work with the router if the PIN code is disabled.

Capture Router Syslog for DrayTek support centre
If all the above steps fails to resolve your 3G network connection problem then the last step is to capture the router logs for DrayTek support team to analyse and find a solution for you.

Please open DrayTek Syslog Tool and capture the syslog and email it to support@draytek.com.au along with the router and 3G USB modem details (Include the router firmware version). Also include a screen shot of the settings you are using or if possible a copy of the router configuration. The Syslog tool is part of Router Tools that can be downloaded from:
http://www.draytek.com.au/downloads.php

For Instructions on how to capture the syslog are available at:
http://support.draytek.net.au/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=179&nav=0,30


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