Article Summary: Guide for troubleshooting steps for issues relating to WWAN (3G).
Check the SIM for correct orientation. Refer to the system's documentation for location and orientation of the SIM.
Try a SIM from a cell phone. The service will not be able to connect, but trying another SIM reveals if the connector on the system board is working.
Check the SIM for damage. If the SIM is damaged, refer the customer to the service provider for SIM replacement.
Check the connector on the SIM for damage. If the SIM is damaged, refer the customer to the service provider for SIM replacement.
Check for Firmware updates from the Dell Support Download site.
Reseat the SIM.
Check the SIM for damage.
Check that the SIM was sold with the mobile broadband card.
Verify no other software programs are open that may be using the Dell Mobile Broadband Card.
Check Device Manager to ensure the card is recognized by the OS.
Check the BIOS to make sure the card is enabled.
You may not have an IP address. If you are certain the username, password, and APN are correct, check if you are getting an IP address:
From the Start menu, click Run. In the Run window, type command in the Open dialog box and click OK.
In the Command window, type cd\ and press <Enter>
Type ipconfig and press <Enter>
The server settings may be incorrect.
In Internet Explorer®, click Tools on the upper menu bar. Click Internet Options. Click the Connections tab.
In the Dial Up and Virtual Private Network Setting window, double-click 3G Connection.
Check the appropriate boxes if you are using a proxy server.
You may be experiencing DNS server problems.
From the Start menu, select Run. In the Run window, type command in the Open box and click OK.
At the c: prompt, type PING www.Dell.com.
Unknown host www.Dell.com — This response usually indicates a faulty DNS. Call your service provider.
Pinging www.Dell.com with 32 bytes of data — This response indicates the DNS is working properly even if you do not receive a reply.
When I Run the Dell Mobile Broadband Card Utility, the Searching for Network Window Continuously Displays.
You may be out of your service coverage area. Check for good signal strength or contact the service provider.
I Have an Indication of Good Signal Strength but Cannot Connect
You may not have an active subscription plan. Check that you have an active subscription plan from your service provider.
I Cannot Access My Dell Mobile Broadband Card Using Other Software
Ensure the Dell Mobile Broadband Card Utility has exited by selecting Exit from the File menu.
Make sure the latest Driver and Utility are installed.
Check the Dell Support Website for the latest driver and utility availability.
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Article ID: SLN155223
Last Date Modified: 08/07/2018 08:40 AM
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