4G Network Manager - FAQ

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1 4G Network Manager - FAQ Installation 1. I have P1 Wimax Connection Manager (CM) installed. Will that be a problem? Yes, please uninstall the P1 Wimax CM first and restart when requested. Then proceed with the installation of the Connect 4G Network Manager; you may need to launch it manually if it does not automatically launch. 2. My computer did not detect the Go. Please check that the USB port is working and sufficiently powered. If the LED does not successfully light up, please try on a different USB port or another computer. Nonpowered USB hubs can cause this problem. 3. My computer immediately shuts down when I insert the Go. The USB port maybe faulty. Please try a different USB port. 4. My computer did not detect the Go immediately. It may take a bit of time for the PC to detect the Go, depending on the computer performance. If it still takes too long, please see question 2, above. 5. The installer did not automatically launch. This will depend on your operating system and the auto-launch configuration in Windows. Windows and Mac OS X will detect the newly inserted Go as a CD-ROM drive. For Windows XP, double-clicking on the Connect CD-ROM device should run the installer. If not, double-clicking will open up the contents of the Connect CD- ROM; launch the Connect Installer to start the installation. For Windows 7 or Windows Vista, the AutoPlay dialog will pop up, asking if you want to run the installer. If the AutoPlay dialog does not pop up, double-click on the CD-ROM device to launch the AutoPlay options and choose to run the 1

2 Connect Installer. If the AutoPlay option did not start, it should open the contents of the Connect CD-ROM; launch the Connect Installer to start the installation. In Mac OS X, there is no autorun option. Double-click to open the CD-ROM and launch the Connect Installer package. 6. I get a command prompt window when I try to install using the autoplay options. This typically occurs on Windows Vista Starter, Vista Home Basic and Vista Home Premium. You will need to close the command prompt window and run the installer manually. You can locate the installer by viewing the contents of the 4G Network Manager Installer CD-ROM. 7. Windows asks for permission to run the installer. What do I do? This is normal; please give permission and proceed. 8. I get an error message dialog when I try to run the installer or the batch (.bat) files. This occurs when the installation is blocked by the resident antivirus or firewall on Windows. You will need to disable your protection to proceed. If that is not possible (usually on office machines where you may not have administrator rights), please try to copy (or download) the installer from the 4G Network Manager Installer CD-ROM to the desktop and run the installer from there. More specifically, if you have Symantec End Protection, a setting disables executables running from USB or CD-ROM devices. You can perform the copyto-desktop solution mentioned above, or insert a USB drive into the system first, and only then insert the Go. This alternative solution does not always work. 9. When I try to install using the auto-play options, I encountered an error message : 0x What is this? This means that in Windows, the installer did not copy its installation file successfully into your computer in the beginning. Follow these steps to fix this: 2

3 a. Run Task Manager by right-clicking on the Windows task bar and choosing Task Manager. b. In the Processes tab, select Connect Installer.exe if it exists and click on the button End Process. c. Click the combination keys of Windows Key and R. d. The temporary folder will be shown. e. Locate the file Connect_Installer.exe and delete it. Installation via AutoPlay will run fine after this. 10. My computer encountered a Blue Screen of Death, and I think it s related to installation of Connect. This will occur on a Windows XP SP2 machine or lower. To resolve this, you will need to upgrade to Windows XP SP3. The SP3 pack can be still be downloaded from Microsoft without the need for authentication. Please know that this file size is large, at approximately 316MB. Please let Yes Customer Care know if the Blue Screen of Death occurs on an operating system other than Windows XP SP2 or lower. 11. The installation progress bar is stuck at approximately 70% for more than 5 minutes. What happened? This can occur when a previous installation has not been cleanly removed, if, for example, you uninstalled 4G Connection Manager and tried to install without restarting. This can also occur if you uninstalled P1 s Connection Manager and tried to install Connect without restarting. You will need to: a. Cancel the installer via task manager (Ctrl+Alt+Del). b. Restart the computer. c. Reinsert the Go. i. If the 4G Network Manager Installer starts, and the option to remove Connect is shown, choose uninstall. ii. If the 4G Network Manager installer starts, and there is no option to remove it, continue with the installation. iii. If the 4G Network Manager did not start, attempt to uninstall using the Uninstall options in the Programs Menu. 3

4 iv. Reboot the PC when requested. d. If uninstallation is unsuccessful, you will need to run the YesLife driver cleanup tools. Please call Yes Customer Care to obtain this tool. 12. When I launch Connect immediately after the installation, Connect starts, but the message Please Insert the Go is shown. Please wait a minute for the OS to install the proper drivers; this tends to occur on slower machines. If the problem still doesn t resolve, unplug the Go and re-insert it into the USB port. You can also restart the computer and launch Connect again. If neither of these options works, you will need to reinstall Connect. 13. The installer tries to run again when I insert the Go into my USB port, even though I have installed it before. What s happening? This indicates a botched installation, which typically occurs if the Go was removed or not inserted during the installation. Continue with the installation to completely install the Connect 4G Network Manager, and avoid disconnecting the Go during the process. 4

5 Running Connect 4G Network Manager 1. I don t have a Yes ID. How do I get one? Please visit to register for a Yes ID. 2. I can t log in and get an error message that says: Unable to connect. Your Yes ID should be input in lowercase; please try again. 3. Connect does not launch when I start up my computer. This may occur on Windows Vista and Windows 7. User Account Control needs to be turned off for Connect to launch from Startup: 1. Open up Control Panel. Ensure it is in Control Panel Home view. This can be set on the top left of the Control Panel window. 2. Select User Accounts. 3. Click on User Accounts again. 4. On Windows Vista, select Turn User Account Control on or off. On Windows 7, select Change User Accont Control settings. 5. On Vista, uncheck User User Account Control (UAC) and press OK. On Windows 7, set the settings to the lowest, which turns off User Account Control. 6. You will need to restart your PC to completely set the changes. 4. When Connect launches when I start up my computer, I get a really long red message about an unpleasant error occurring. Restart Connect. The error message is telling you that the Connect application has started before the Connect background service has started. 5. Connect 4G Network Manager does not automatically connect when resuming from stand-by or hibernation. In Windows, after resuming from standby or hibernation mode, Windows will typically ask for your Windows user log-in. If you log in within a specific time frame, Connect does not automatically log in. This time-frame differs depending on CPU speed; tests indicate a time frame of 4 to 10 seconds. 5

6 6. How do I see my current WiMAX Internet speed via Connect? A: When Connect is focused, hover over the signal bars (top right corner) for a short while for Connect to show your current upload speed, download speed, and online time. 7. After connecting successfully, I can t view my log-in details, only a smaller Connect window with a red Disconnect button. A: Connect has collapsed itself to be less obtrusive. Click on the bar with the words Yes ID and password to expand Connect and view your log-in details. 8. I m using a Mac, and after connecting successfully using Connect, I cannot surf the web. To solve this, you will need to launch Network Preferences. Click on System Settings and choose Network. Mac OS X will automatically set up the Go. This occurs only on certain models of Mac computers. 9. I m running Windows, and I clicked on the Connect minimize button but can t find Connect on the taskbar. Connect will minimize to the system tray (by default, this is located on the bottom right corner of the Windows desktop, just to the left of the time). Double-click on the Connect icon to show the Connect window. 10. The Connect message box has jumbled-up words. How do I fix this? The application needs to be refreshed. Please collapse and then expand Connect, which will update the screen. 11. In the system information screen, my values are all 0, although I am logged into the Yes network, and I can still use the web. This is simply a data refresh issue; please re-start Connect. 6

7 12. I disabled all my wireless settings, but my internet via Connect still works. This is because Connect identifies itself as a LAN adapter, not a wireless adapter. You would need to adjust your LAN settings. 13. How do I update Connect? When there is an update, Connect automatically detects the new version, downloads it in the background and informs you when it is ready to be installed. 14. In Windows, I somehow moved Connect out of my monitor range, and I can t move it back anymore. Close Connect via task manager (Ctrl_Alt+Del). Locate the screenpos.txt. On windows XP, it is located in C:\Documents and Settings\<username>\Application Data\Yes\Connect folder. On windows Vista or Windows 7, it is in the C:\Users\<username>\Appdata\Roaming\Yes\Connect folder. Delete it. Restart Connect. Please remember that this solution may not work for future versions of Connect. 15. My computer tries to boot but stays in a blank screen. Is this related to my Yes products? Remove the Go from the USB port. The computer should now continue with the boot sequence. This should only occur on older Go firmware. 16. When attempting to resume from hibernation, my computer stays in a blank screen. Remove the Go from the USB port. The computer should now continue with the boot sequence. This should only occur on older firmware. 7

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