If you have any problems. the modem does not install, does not work or does not connect, then it is better to start the diagnosis from the very beginning. You need to open the device manager and see if there is a modem in the list of devices, and also check how it works. Device Manager can be opened through the Control Panel. System:
and further on the “Hardware” tab, the “Device Manager” button:
But there is a shorter way. You need to press the WindowsR button on the keyboard and in the window that opens, enter “devmgmt.msc” and click “OK”:
In the device manager you need to find and open the item “Modems”:
In this picture is a Huawei modem, you may have a modem of another company, but this does not change the essence of the matter.
The modem is not in the list of devices
If the modem is not in the list of devices, then:
- it is not plugged into a USB connector;
- modem drivers are not installed;
- the modem is dead;
- USB connector does not work;
- USB driver malfunctioning.
Note. If the modem is not in the list of devices, then look if there are unknown devices in the list. they are marked with a question mark. An identifiable but not connected device can also be highlighted with a sign (yellow triangle). For example, the modem may be in the “USB Bus Controllers” branch as a “composite USB device.”
If there is no modem in the list, no unknown devices, or disconnected devices, then you need to check how it is connected to the USB connector, and it is better to pull it out and plug it in again, you can in another USB connector. Look at the modem indicator, if the modem indicator is blinking, then the modem may be alive and working properly. Look in the passport for your modem how the indicator should light up if the modem is connected to the network of a mobile operator. The fact is that the modem is connected to the cellular network of the operator after power is supplied to it. If the indicator indicates that the modem has connected to the operator’s network, then the problem is software and may be related to drivers or Windows.
For example, the indication of Huawei modems is as follows:
- red flashing. either did not connect to the operator’s network, or connected via GSM (2G) protocol;
- blue flashing. connected via WCDMA (3G).
If the indicator shows that the modem is working, then install or reinstall the modem driver.
If the driver is installed, but the modem is not detected or is detected, but is marked with a triangle (disabled), then check. maybe you have a 64-bit version of Windows installed, and the driver is installed for the 32-bit version.
If the modem worked, but then stopped, for example, when you exit Hibernate mode and at the same time it is visible as a “composite USB device” in the device list, then you can try to pull it out and plug it in again, and if it doesn’t help, then restart Windows.
The modem is in the device list
If the modem is in the list of devices, then you can proceed to the next diagnostic step. Highlight the modem and right-click, and then select “Properties” from the menu. In the “Modem Properties” window, open the “Diagnostics” tab:
and click the “Interrogate Modem” button. As a result, the following text should appear:
If there is no such text, then the modem is not working properly. it may be disabled by the system due to incorrect drivers or a conflict with another device. Also, in this window, check the “Advanced Communication Settings” tab:
Perhaps the wrong initialization string is entered there, which does not allow the modem to work correctly. This line should be empty if you connect through the program of your provider (for example MTS Connect), and if you connect directly, through the means of Windows, there should be a line in it that is correct for your provider. The figure shows the correct line for the MTS provider.
For Beeline it will be ATCGDCONT = 1, “IP”, “internet.beeline.ru”.
For megaphone ATCGDCONT = 1, “IP”, “internet”.
The modem is diagnosed in the device list
If when answering the modem it answers correctly, then you can proceed to the next diagnostic step. You need to check the network connection settings. To do this, open the Control Panel and find and open “Network Connections” in it. Or easier. WindowsR and in the window that opens, enter “ncpa.cpl“And click” OK. ” In both cases, the network connection folder will open.
Note. For Windows Vista / 7, the path to the folder is “Network Control Center” and there is a link “Adapter Properties”.
Find the desired connection, select it and click the right mouse button, and then select “Properties” from the menu. In the Properties window, on the General tab, check that the connection is connected to your modem:
Next, open the “Network” tab. There should be an “Internet Protocol (TCP / IP)” and it should be marked:
Highlight it and click the “Properties” button. Nothing should be written there:
If everything is so then close all open windows and try to connect.
Two options are possible:
- Internet connection is not established. This produces an error with text and number.
- The Internet connection is being established, but nothing really works. The browser does not open pages, the mail program does not receive mail.
If the Internet connection is not established, then write down the error text and the error number, and then call your provider by the technical support phone (or by the call center).
- For MTS, this is 0890 or 8-800-333-0890.
- For Beeline 0611 and 8-800-700-8000.
- For Megaphone 8-800-333-05-00.
For example, the most common error on USB modems is No. 619. As a rule, such an error means that there are not enough funds in your account and the Internet connection is blocked for you. rarely, this error means that there are technical problems on the channels of your provider, usually they are temporary.
If the connection is established but no Internet programs work, then in this case you need to look at the parameters of the Internet connection. You need to press the WindowsR button on the keyboard and in the window that opens, enter “cmd”:
In the window that opens, enter the command “ipconfig / all”:
and press Enter. In the information that the command will issue, you need to find the block related to the PPP adapter:
If there are no such records, this means that your modem did not receive network settings from the provider, however, receiving such settings does not guarantee the correct operation of the connection. Having this information, call your provider by phone technical support and find out what could be the problem.
Or you can continue self-diagnosis. In the same window, enter the command “ping xxx.xxx.xxx.xxx“Where, instead of Xs, put the address of your DNS server:
The correct result should be as in the figure above. But if the result is like this:
This means that the connection is not established correctly. packets from your computer do not reach the DNS server. In this case, try to ping to the WINS servers if they are specified or to the “main gateway” if there is an address different from the address of your computer.
If errors are detected in the passage of network packets, then this happens because:
- Problems in the provider’s network, so first call the technical support of your provider.
- You have some kind of program installed that blocks part of the network traffic using TCP / IP, UDP, ICMP, such as a firewall or antivirus. Check all running programs.
- Windows network protocol stack settings were violated. The network protocol stack settings can be reset to the default state with the “netsh int ip reset c: \ resetlog.txt“Or the WinsockFix program.
If ping to the DNS servers runs fine, then you can check the connection’s work by pinging the site name (for example yandex.ru):
If sites do not ping by name, but at the same time ping by IP address, this may mean:
- a problem with your provider’s DNS servers;
- some program on your computer is blocking UDP port 53.
You can exclude your provider’s DNS servers by specifying alternative DNS servers. This is done in the connection properties and then in the properties of the TCP / IP protocol (earlier in this article it is written about the Connection Properties applet).
If sites do not ping by names even with other DNS servers, then you need to deal with programs that are running on your computer.
The situation when the modem establishes a connection, but the Internet does not work (websites do not open, Skype does not work, etc.), the most “muddy” one is difficult to determine the source of the problem. It could be:
- The provider has a network problem.
- Some kind of program blocking part of the traffic or all traffic on network protocols.
- The network protocol stack of the operating system failed.
In this case, you need to move step by step eliminating one probability after another. For example, try to connect through another operator. Open a list of running processes and “kill” all suspicious ones. Etc.
If you need to set up the Internet at home, to diagnose a computer or laptop, please contact our service center, we will help you!