© Maxon Australia 2007 - Last Edited 14th- Feb 2007

Telstra Turbo Modem™ (Frequently Asked Questions)

1.1 Next G™ 

1.1.1 What is Next G™?
1.1.2 What are the different connection profiles?
1.1.3 What areas have Next G™ coverage?
1.1.4 What can you tell me about CDMA and Next G™?

1.2 Telstra Turbo Modem™

1.2.1 What is the Telstra Turbo Modem™ ?
1.2.2 What Operating Systems does the Telstra Turbo Modem™  support?
1.2.3 What are the minimum system requirements to use the Telstra Turbo Modem™ ?
1.2.4 Can I put an external antenna on the Telstra Turbo Modem™ ?
1.2.5 Can I make voice calls from the Telstra Turbo Modem™ ?
1.2.6 Can I send faxes using the Telstra Turbo Modem™ ?
1.2.7 Can I send/receive SMS messages from the Telstra Turbo Modem™ ?
 

2.1.1 The Telstra Turbo Modem™ will not work. What do I do?

2.2 Telstra Turbo Modem™ Manager Installation Troubleshooting

2.2.1  Installation process stops half way.

2.3 Telstra Turbo Modem™ Manager General Issues

2.3.1  I get a “Modem not found” error
2.3.2 Dial up connection does not work. Fails when verifying user name and password.
2.3.3 Browser Error Web Browser displays this error message “Page can not be displayed”
2.3.4 Where can I download the latest software for this modem?
2.3.5 How can I find out what the icons mean on the software?
2.3.6 Can I load the software on more than one computer?
2.3.7 How do I know how much data I’m receiving?
2.3.8 I've disabled my wireless network adapters and my Telstra Turbo Modem™ no longer works.

2.4  Windows DUNS Errors (Advanced troubleshooting)

602 The port is already open.
608 The device does not exist.
629 The port was disconnected by the remote machine.
633 The port is already in use or is not configured for Remote Access dial out.
645 Internal authentication error.
691 Access denied because username and/or password is invalid on the domain.
692 Hardware failure in port or attached device.

 

1.1 Next G™


1.1.1 What is Next G™?
 

The Next G Network is Telstra's next generation mobile network, bringing high-speed, wireless broadband internet to mobile phones and laptops in most places across Australia. The Next G Network is more than 100 times bigger than any other 3G network in Australia.  It operates on HSDPA technology, currently providing a maximum theoretical downlink connection speed of up to 3.6mbps (downlink 384kbps).  It operates over a 850mhz frequency.


1.1.2 What are the different connection profiles?

When connecting to the Next G network via a data device (such as the Telstra Turbo Modem), you can connect with a couple of different profiles.  The only practical difference between these three profiles is the time out period (that is, the amount of time without data being transmitted after which the user will be automatically disconnected)

user@telstra.pcpack - this domain has a 15 minute timeout period (recommended for users on time based plans)

user@telstra.datapack - this domain has a 2 hour timeout period (recommended for users on data based plans)

user@telstra.internet - this domain does not have a timeout period

1.1.3 What areas have Next G™ coverage?

You can see coverage maps from Telstra here: http://www.telstra.com.au/mobile/networks/coverage/maps.cfm

1.1.4 What can you tell me about CDMA and Next G™?

Next G is a direct replacement for the existing CDMA network in Australia.  Telstra have informed of the closure of CDMA, expected to occur in 2008.  Existing CDMA customers will be migrated over to Next G before then.

If you are a current CDMA customer, you will require NEW hardware (that is, a different modem or phone) to be able to access Next G.

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1.2 Telstra Turbo Modem™


1.2.1 What is the Telstra Turbo Modem™ ?

The Telstra Turbo Modem™ is a USB modem offering incredible wireless data speeds. Using Telstra's Next G network, it's the ideal solution for on the go communications.


1.2.2 What Operating Systems does the Telstra Turbo Modem™ support?

●Windows 2000
●Windows XP
●Windows Vista - Requires Telstra Turbo Modem™ Manager V2 (with latest firmware)
●Mac OS X - CONFIRM AVAILABILITY AT www.maxon.com.au

DO NOT INSTALL THE Telstra Turbo Modem™  ON WINDOWS ME. This CAN cause issues with the operating system.

1.2.3 What are the minimum system requirements to use the Telstra Turbo Modem™ ?

Operating system as above.
Connection: USB Port
Disk Drive: CD ROM
Processor: 667 MHz or faster
Memory: 128MB RAM
Disk Space:   100 MB


1.2.4 Can I put an external antenna on the Telstra Turbo Modem™ ?
 
Yes you can.  The Telstra Turbo Modem™  is supplied with a connector.  Any external antennas connected to the modem must be terminated SMA male.



1.2.5 Can I make voice calls from the Telstra Turbo Modem™ ?

No, you cannot make voice calls with the Telstra Turbo Modem™ .

1.2.6 Can I send faxes using the Telstra Turbo Modem™ ?
 
No you cannot.

1.2.7 Can I send SMS messages from the Telstra Turbo Modem™ ?
 
Initial versions of the Telstra Turbo Modem™  will not support SMSing.  Future versions will.  Please check www.maxon.com.au for availability.

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2.1.1 The Telstra Turbo Modem™ will not work, what do I do?

Check to see that the Telstra Turbo Modem™ is installed correctly (see the manual on the CD for a complete installation guide) to the modem and the PC. Verify that the light on the modem comes on.

Verify that you have an active USIM card from Telstra.

If the Telstra Turbo Modem™ is still not working, please contact Maxon Australia Customer Support on 02 8707 3000 or Telstra’s Wireless Data Support on 125111.



2.2 Telstra Turbo Modem™ Manager Installation Troubleshooting


2.2.1 Installation process stops half way.

Close all other software programs running in the background.
 
Disable any hot sync/active sync software if running in background.
 
Disable all other wireless communications devices (e.g. Bluetooth, Infrared, Wireless Networking)
 
Unplug the Telstra Turbo Modem™
 
Reboot the computer.
 
Start the installation process again.
 
Please contact Maxon Australia if you are still having problems on 02 8707 3000 or Telstra Wireless Data Support on 125111.
 

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2.3 Telstra Turbo Modem™ Manager General Issues


2.3.1 I get a “Modem not found” or "Modem in use by another program" error

Check under Phones and Modems option in the Control Panel and verify if the Telstra Turbo Modem™ is listed.
 
If the Telstra Turbo Modem™ is not listed, uninstall the software through the control panel "Add/Remove Programs",  close all other software (including hot sync/active sync) and then try re-installing the Telstra Turbo Modem™ Manager (see Software Installation Troubleshooting).
 
Please contact Maxon Australia if you are still having problems on 02 8707 3000 or Telstra Wireless Data Support on 125111.


2.3.2 The connection fails when verifying user name and password.
 
Check the lights on the modem.  If only the RED light is on, then the area you are in does not have Next G coverage.

Make sure the USIM card is registered or assigned a service from Telstra.

Check that you have not changed the username or password in the default profiles under the data options.
 

2.3.3 Browser Error: Web Browser displays the error message “Page can not be displayed”.

Check if you have a network connection established.
 
Disable any Firewall software (including any Windows firewalls)

If using Windows XP or 2000, “click” on start then “click” on all programs then “click” on accessories and finally “click” on Command prompt. When in DOS, type Ping Telstra.com -w 10000 and press “Enter”. In most cases you should get four replies. If you receive replies, your internet connection is working correctly. Try and access another web page. If the ping command does not respond, try and re-issue the command – if this does not work, please contact Maxon Australia on 02 8707 3000 or Telstra Wireless Data Support on 125111.

If the response is “Host unreachable”. Disconnect the dial up session and try reconnecting.


2.3.4 Where can I download the latest software for this modem ?
 
The latest Telstra Turbo Modem™ Manager is available on the Maxon web site, http://www.maxon.com.au and is located in the Support Center.
 
Download the Windows Installation file.
 
Unzip and copy it to a folder.
 
Remove the Telstra Turbo Modem™ from the PC.
 
Uninstall any previous Telstra Turbo Modem™ Software from the PC.
 
Restart the PC.
 
Run the new setup.


2.3.5 How can I find out what the icons mean on the software?

In the Telstra Turbo Modem™ user manual, there is a complete guide to the icons and what they mean. The user manual is available from Maxon’s website, http://www.maxon.com.au, and is also included on the CD.


2.3.6 Can I load the software on more than one computer?

Yes. The Telstra Turbo Modem™ Manager can be loaded on any number of computers, provided they all meet the minimum system requirements.


2.3.7 How do I know how much data I’m receiving?
 
The Telstra Turbo Modem™ Manager has a data counter.  You can view a session total in the main window while connected, or you can find more logs in the options area.
 
Please note: the Telstra Turbo Modem™ Manager’s data counter is to be used as a guide only, and may differ from Telstra’s billing.


2.3.8 I've disabled my wireless network adapters and my Telstra Turbo Modem™ no longer works.

If you have disabled the Wireless Network Inteface named "WAN Driver @ 3GPP", the Telstra Turbo Modem™ Manager will still open, but you will be unable to connect to the Next G network.  You must re-enable this device for the modem to connect.

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2.4 Windows DUNS Errors


When an internal error (Windows operating system) occurs, Microsoft advises to shut-down and re-start your computer to make sure that all recent configuration changes have taken effect. Check the error listing below to see if the issue is mentioned, along with a suggested solution. If this does not correct the problem, you may need to remove and re-install portions of Windows, or re-install Windows.
 

602 - The port is already open.
 
If the port is already open, another application has control over the modem. 
This can sometimes occur with errant applications (poorly written software) not closing the port, or terminating abnormally. If this is the case, it may be necessary to re-boot the computer before the modem will be recognized.
You can get a list of applications that are running (and might have the port opened) by pressing CTRL+ALT+DEL and selecting the TASK LIST or TASK MANAGER (NT). This will display the actual program names - it may be difficult to pinpoint which, if any, programs are accessing the modem. Terminating tasks are about the only way - however, if you terminate certain tasks, your system may crash or become unstable.
If a program is being run automatically (check your start-up group) that accesses the modem and leaves the port open - you need to either change the configuration of that program, or remove it from the STARTUP group.
Sometimes, uninstalling, and then re-installing the modem (CONTROL PANEL-> Modems / Remove) may help.
 
 
608 - The device does not exist.
 
The remote access phonebook file and network and dial-up connection information may be inconsistent. This may occur if you have changed your modem or serial port. Re-configure dial-up networking settings. If the error persists, delete and re-create dial-up networking connections.
 
 
629 - The port was disconnected by the remote machine.
 
This error can be caused by a number of different problems:
With all versions of Windows - Make sure the username and password you have entered for the DUNS connection is correct. Also make sure the phone number is correct. Remember that passwords are case sensitive, and since what you enter appears as ****, it's easy to enter an incorrect password. Depending upon your browser, mail, and other net-aware apps, a dial-up networking connection can be initiated by various programs - some of which may have their own settings for what DUNS connection to use, username and password. Make sure the username, password, and connection to use are correct in each of the programs you use to start a connection. (In particular, Microsoft's Internet Explorer, Internet Connection Wizard, Outlook Express, Outlook, etc. all has options to automatically start a DUNS connection.)
If this error persists, try dialing in to the server with HyperTerminal connected directly to modem. (Also see - Using HyperTerminal.) Nearly all servers will respond after CONNECT with a login prompt for your user name, and then password. This will allow you to see any error response from the server. If the server accepts your username and password, it should start a PPP session, and you cannot use HyperTerminal to get any further - you may see 'garbage' characters. If this happens, the username and password combination should work with DUNs. If you get an error, contact your service provider and have them try and log in with your account information.
 
 
630 - The port was disconnected due to hardware failure.

Error 630: The computer is not receiving a response from the modem. Check that the modem is plugged in, and if necessary, turn the modem off, and then turn it back on.
 
All Systems:
 
This error may indicate the modem is damaged, not connected, or installed improperly. If you have an external modem, make sure the cable is connected, and the modem is powered on. If there have been electrical disturbances (including thunderstorms or power failure/surges) since the last time the modem worked that may be the cause. If the modem has never worked, double-check installation, and if possible, try the modem in another system. 
This error may also occur if your modem is being given a bad init string - with a command that it does not support. Remove any extra settings/init string. Make sure the modem is installed with and using the correct .inf file - examine modemlog to see if there is any modem response.
 

633 - The port is already in use or is not configured for Remote Access dial out.
 
This error can occur if:
 
The modem is actually in use - make sure you don't have other applications that are using the modem. Applications that can use the modem include fax software, terminal software (like HyperTerminal), as well as voice software including software that can make your modem an answering machine or speakerphone.
One way of seeing all running applications is to press CTRL+ALT+DEL and look at the Task List or Task Manager. This will display the actual program names - it may be difficult to pinpoint which, if any, programs are accessing the modem. Terminating tasks are about the only way - however, if you terminate certain tasks, your system may crash or become unstable.
 
The Modem driver files is missing or damaged - If the modem driver file is missing or damaged, you can try uninstalling the modem software and then reinstalling.
 
Make sure the modem named in the DUNS entry matches the name of your installed modem - You can check the name of your modem in ControlPanel->Modems. 


645 - Internal authentication error.
 
Windows 95/98 - This error can occur if the Require encrypted password option is enabled on the Server Types tab in the connection's properties, or an incorrect user name or password have been entered.
Window Me - This error can occur if the Require encrypted password option is enabled in the Security tab in the connection's properties, or an incorrect user name or password have been entered.
MSN 2.5 - If you are using MSN 2.5, this error can occur if dial-up adaptor or components are missing.
Windows 95/98 - This error can occur if the desktop PC is connected to a handheld PC is certain circumstances.
Windows 95/98 - This error can occur if you are attempting to make a VPN (virtual private networking) connection, and VPN has not been installed correctly.
All versions of Windows - This error can occur if you are attempting to connect to a Windows 2000 domain that has had a RRAS (Routing and Remote Access Services) server log on without administrative privileges.


691 - Access denied because username and/or password is invalid on the domain.
 
With all Windows versions - This error can occur if you use a bad username or password; remember in most instances the password is case-sensitive - you will not see the password, so if CAPS LOCK is not the way you expect it, you may have a problem with upper/lower-case. It may also occur if there is a problem with your service provider's access equipment or on a 'bad' connection where the modem is retraining. Can occur with incorrect Connection settings.
If you get this error the on a new account - you may not be using the correct username and/or password. Verify with your provider exactly what you need for username, and your password.
 

692 - Hardware failure in port or attached device.
This error can occur if your modem is not properly installed, or for an external modem if the power to the modem is turned off. Verify the modem installation by checking Control Panel->Modems - driver and diagnostic (more info). The error can also be caused by a bad or loose serial cable with external modems. 
This error can occur with Windows NT 4.0 if HyperTerminal already has the port in use.
With Windows 2000 or XP if you have Quicken 2000 installed: The error can be caused by the Quicken Download Manager; uninstalling the modem and re-installing it may result in the modem working - for a single session. The permanent solution is to remove Quicken 2000, or disable the Quicken Download Manager.
 
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© Maxon Australia 2007