Modem or Tethered Device Has a Connection but is Unable to Browse the Internet
SUBJECT:
Modem or Tethered Device Has a Connection but is Unable to Browse the Internet
FACT:
AT&T Communication Manager
Communication Manager 6.1
Communication Manager 5.x
Sierra Watcher
SYMPTOM:
Modem / Tethering
Device has a connection, but is unable to browse the Internet
Connect, no browse
Unable to pass data
Accessing HTML

Prerequisite

  1. Identify the version of Communication Manager being used.
  2. If using Communication Manager 5.3 or earlier, download and install the latest version of AT&T Communication Manager: Windows 2000/XP | Vista

Procedure

  1. Verify that modem selection is set to Auto.
    1. In Communication Manager click Tools.
    2. Select Settings.
    3. Select GSM tab.
    4. If set to manual troubleshoot accordingly.
    5. If modem selection is set to Auto continue troubleshooting.
  2. Disconnect any physical internet connections; e.g., Ethernet, ISDN (if applicable)
  3. Verify a Wi-Fi connection in not interfering with browsing.
  4. Attempt to browse.
  5. If the issue persists, continue troubleshooting.
  6. Access Device Manager: Windows 2000/XP | Vista
  7. For PC Card modems determine what hardware is installed. If using a phone as a tethered modem consult the users manual to determine what hardware is installed.
  8. Right click and choose Uninstall on all associated PC card and tethered modem hardware.
    NOTE: PC Cards and tethered modems drivers will differ depending on the type of device.
    IMPORTANT: The RIM Virtual Serial Ports and Standard Modem are not reinstalled when the Device Installation Wizard is run.  If the RIM Virtual Serial Ports or Standard Modem are uninstalled it will be neccessary to uninstall and reinstall Communication Manager to reload them.

     
  9. Reinstall the device hardware.
    • If using a PC Card connect the device to the computer.
    • If using a tethered handset with AT&T Communication Manager 6.5 or later, connect the device to the computer.
    • If using a tethered handset with AT&T Communication Manager 6.4 or earlier, run the device wizard.
  10. Disable the Bytemobile Optimization Client.
    NOTE: Communication Manager does not install the Bytemobile Optimization Client in Microsoft Windows Vista.
    1. Disable the Bytemobile Optimization Client Service.
    2. Attempt to browse.
    3. If the issue persists, continue troubleshooting.
  11. Access the Command Line.
  12. At the command prompt type ipconfig and press Enter.
    1. At the command prompt type ipconfig and press Enter.
      • If IP address is 169.254.x.x, or Windows shows the connection has limited or no connectivity, troubleshoot accordingly.
      • If IP address is 0.0.0.0 ensure the  DHCP service is running.
      • If IP is 166.x.x.x type ping www.yahoo.com at command prompt, if ping is successful continue on step 13.
        1. If ping request times out type ping 209.191.93.52 (Yahoo's IP address) and press Enter.
        2. If the ping request times out reset the TCP/IP stack.
          NOTE: This command is not compatible with Windows 2000 and Widnows XP SP1 or earlier. If using Windows 2000 it will be neccesary to uninstall and reinstall TCP/IP.  If using Windows XP SP1 or earlier upgrade to SP2 or later.
          1. Type netsh int ip reset resetlog.txt and press Enter.
            NOTE: In Windows XP if run successfully, this tool will return to the command prompt and display nothing.
          2. Reboot the computer
          3. Attempt to connect and browse.  If unable to browse continue troubleshooting.
        3. If the ping request is successful continue troubleshooting.
  13. Access the Command Line.
  14. Type ipconfig /flushdns and press Enter.
  15. Attempt to connect and browse.  If issue persists, continue troubleshooting.
  16. Temporarily disable any internet security software.
    NOTE: Do not uninstall or permanently disable internet security options. If able to browse after disabling the security software, re-enable it and contact the software vendor or your internal IT for assistance in configuring firewalls for use with Communication Manager.
  17. If issue persists, continue troubleshooting.
  18. Perform a selective startup of Windows
    NOTE: If able to connect during selective startup the issue is caused by software conflicts not visible to or supported by AT&T. All support for software configuration and troubleshooting is handled by the PC manufacturer or software vendor respectively.
  19. If issues persist, reset the Winsock catalog.
    IMPORTANT: This command will disable connections used by network-based applications such as VPN or security clients. This may require uninstalling and reinstalling the affected applications to return them to their original state. Please contact your PC/software manufacturer or your internal IT department for additional support with these applications.
    NOTE: This command is not compatible with Windows 2000 and Windows XP SP1 or earlier.
    1. Access the Command Line.
    2. Type netsh winsock reset  and press Enter.
    3. Reboot the computer
  20. If still unable to browse please contact AT&T Customer Care for wireless customers.

NOTE:

Related Topics

New and existing AT&T wireless services customers

Former AT&T Wireless Customers




If you are viewing information on devices or services, please note: content reflects instructions for devices and services purchased from AT&T.
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