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106
Troubleshooting
Check Here First
If symptoms continue even after checking, contact a nearby
SoftBank Shop or
Customer
Service.
Hints
Q.
PC does not recognize USB modem when connected
(Windows 10)
A.
Confirm that USB modem is properly connected to PC.
A.
Remove USB modem from PC, restart PC, then
reconnect USB modem.
A.
Follow these steps to confirm proper USB modem
installation.
Right-click the Start menu
Confirm that the following are shown
・Before driver installation: "ZTE USB SCSI CD-ROM USB
Device" in "DVD/CD-ROM drives," "USB Mass Storage
Device" in "Universal Serial Bus controllers"
・After driver installation: "Remote NDIS based
Internet Sharing Device" in "Network adapters"
Q.
Installer does not automatically activate (Windows PC)
A.
It takes time to recognize new hardware. Wait for
approximately 30 seconds.
A.
When some security software is installed in your PC,
stop security software before installing. For stopping
security software, see security software user guide.
A.
Log in to an account with administrator privileges.
A.
Install manually. For details, see
in Windows
Manually."
Q.
Communication connection fails
A.
Make sure USB modem is within the service area.
A.
If signal reception is poor, move to where signal is
strong, then reconnect.
A.
The access point might be busy depending on the time
of day, wait a little while then reconnect.
A.
Activate WEB UI and confirm that network settings are
correct.
Q.
Transmission fails
A.
Signal may be weak. Move to where signal is stronger.
A.
Confirm that USB modem is properly connected to PC.
A.
Confirm that software is the latest.
A.
If problem persists, restart PC, then reconnect to USB
modem.
Device Manager
"Installing the Driver
Q.
Transmissions are slow
A.
Signal may be weak. Move to where signal is stronger.
A.
Connection may be poor. Try again later.
A.
USB modem may be causing unstable connection. Rotate
USB plug on USB modem and adjust its angle so signal
is stable.
Q.
Forgot PIN/Unknown PUK Code/USIM Card is locked
A.
Contact
Customer
Service.
Q.
USIM Card is not recognized/recognized as an invalid
USIM Card
A.
Make sure USIM Card is inserted correctly. For details,
see
"Installing USIM
Card."
A.
Check USIM Card for warping.
A.
Check USIM Card IC chip for scratches/corrosion.
A.
Debris on USIM Card (particularly on IC chip) may
prevent recognition. Clean it with a soft cloth.
A.
Check that special USIM Card for USB modem is being
used.
A.
If problem persists, contact
Q.
Confirming Administrator logon
A.
For Windows 10, follow these steps to check.
In start menu,
Windows System
User Accounts
Make sure that the account
type you are logging in as is "Administrator."
A.
For Mac OS X (10.14), follow these steps to check.
In the Apple menu,
System Preferences
Users & Groups
Confirm that account type is
"Administrator."
Q.
Resetting factory defaults (Reset)
A.
Use WEB UI to reset. For details, see
Modem."
Q.
Canceled phone number appears on WEB UI
A.
Phone number may appear on WEB UI screen depending
on terms of contract or cancellation method.
Q.
USB modem operation is unstable
A.
Confirm that USB modem is not used in extreme
temperatures/high humidity/direct sunlight/dusty
areas. Read "Safety Precautions" beforehand for using
under proper environment.
Customer
Service.
Control Panel
"Resetting USB
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