Troubleshooting Steps: WWAN / 3G / Mobile Broadband

Troubleshooting Steps: WWAN / 3G / Mobile Broadband



Article Summary: Guide for troubleshooting steps for issues relating to WWAN (3G).



Table of Contents :

  1. Error SIM NOT FOUND — CHECK ORIENTATION
  2. Cannot Read SIM
  3. Dell Mobile Broadband Card Utility Status Is "No Card Detected"
  4. I Cannot Browse the Web
  5. Cannot find Network / Service

1. Error SIM NOT FOUND — CHECK ORIENTATION

  1. Check the SIM for correct orientation. Refer to the system's documentation for location and orientation of the SIM.

  2. 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.

  3. Check the SIM for damage. If the SIM is damaged, refer the customer to the service provider for SIM replacement.

  4. Check the connector on the SIM for damage. If the SIM is damaged, refer the customer to the service provider for SIM replacement.

  5. Check for Firmware updates from the Dell Support Download site.

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2. Cannot Read SIM

  1. Reseat the SIM.

  2. Check the SIM for damage.

  3. Check that the SIM was sold with the mobile broadband card.

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3. Dell Mobile Broadband Card Utility Status Is "No Card Detected"

  1. Verify no other software programs are open that may be using the Dell Mobile Broadband Card.

  2. Check Device Manager to ensure the card is recognized by the OS.

  3. Check the BIOS to make sure the card is enabled.

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4. I Cannot Browse the Web

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:

  1. From the Start menu, click Run. In the Run window, type command in the Open dialog box and click OK.

  2. In the Command window, type cd\ and press <Enter> to navigate to the root directory.

  3. Type ipconfig and press <Enter> . The IP address should appear on the screen. If not, contact the service provider.

The server settings may be incorrect.

  1. In Internet Explorer®, click Tools on the upper menu bar. Click Internet Options. Click the Connections tab.

  2. In the Dial Up and Virtual Private Network Setting window, double-click 3G Connection.

  3. Check the appropriate boxes if you are using a proxy server.

You may be experiencing DNS server problems.

  1. From the Start menu, select Run. In the Run window, type command in the Open box and click OK.

  2. At the c: prompt, type PING www.Dell.com.

  3. Unknown host www.Dell.com — This response usually indicates a faulty DNS. Call your service provider.

  4. 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.

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5. Cannot find Network / Service

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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Quick Tips content is self-published by the Dell Support Professionals who resolve issues daily. In order to achieve a speedy publication, Quick Tips may represent only partial solutions or work-arounds that are still in development or pending further proof of successfully resolving an issue. As such Quick Tips have not been reviewed, validated or approved by Dell and should be used with appropriate caution. Dell shall not be liable for any loss, including but not limited to loss of data, loss of profit or loss of revenue, which customers may incur by following any procedure or advice set out in the Quick Tips.

Article ID: SLN155223

Last Date Modified: 08/07/2018 08:40 AM


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