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FAQ

Frequently Asked Questions

WHY DOES MY DEVICE DISPLAY A “NOT ACTIVATED” MESSAGE?

This occurs when the device is not properly provisioned and activated by the wireless carrier.  Please contact your wireless carrier to ensure device is properly activated and provisioned.

WHY DOES MY DEVICE DISPLAY A “NO SERVICE” MESSAGE?

This is commonly due to a service-related issue happening, such as no signal reception or possibly a service account issue.  Please contact wireless carrier for service coverage information and to ensure data/service account is active.

HOW COME MY DEVICE WILL NOT POWER ON?

Ensure that you press and hold the power button for more than 2 seconds. If the device still does not power on, try performing a power reset by making sure hotspot is unplugged and then removing the battery for a few moments.

WHERE DO I FIND THE PASSWORDS ASSOCIATED WITH MY DEVICE?

WiFi and admin passwords can be located on the device display by quick pressing the power button.

HOW DO I ACCESS THE WEB USER INTERFACE / ADMIN PAGE FOR MY DEVICE?

Ensure that your device is connected to your computer and then open a web browser page.  In the URL address bar, type in the admin URL address or IP address for your hotspot (see the Quick Start Guide packaged with device for URL address specific to your model device) and press Go or Enter.

WHAT IF I WANT TO PERSONALIZE MY PASSWORDS?

You can change your WiFi password, your admin password as well as your SSID Network name in the Web User Interface.

HOW LONG DOES IT TAKE TO FULLY CHARGE MY DEVICE BATTERY?

Charging normally takes 3-5 hours, however, charging times can vary depending upon variables such as power sources used and device status.

WHY DOES MY BATTERY DOES NOT HOLD A CHARGE FOR VERY LONG?

Active connection time, number of devices connected to your hotspot, network, signal strength, temperature are common factors that can contribute to how fast your battery discharges.  It is normal for batteries to gradually wear down and require longer charging time.

HOW CAN I EXTEND THE LIFE OF MY DEVICE AND BATTERY?

Your device is equipped to support running without a battery while plugged in. If you plan to use your device full time where AC power is available, you should remove the battery and run your device on AC power only.  It is highly recommended that you only charge your battery until it is fully charged and then remove the charger. Doing this will increase the overall life span of your battery.

WHY DOES MY DEVICE DROP CONNECTION?

Slow or dropped connections can be due to poor signal reception.  Check coverage availability in your location.

WHY IS MY DEVICE DISPLAYING A SIM ERROR MESSAGE?

SIM error messages typically indicate that the SIM card is not provisioned.  Please contact your wireless carrier for help with this.  Also, check to ensure that the SIM card is installed properly in the SIM card slot and that it is not damaged or dirty.

WHY CAN’T I CONNECT THROUGH A VPN?

Possibly the VPN Passthrough Mode feature is disabled.  To check setting, log onto the web user interface for your device and ensure the VPN Passthrough Mode feature is enabled under the “Settings” tab and then “Advanced Router” screen.

WHERE CAN I FIND A USER GUIDE FOR MY DEVICE?

User Guides can be downloaded from the link located in the “Support” tab of the Web User Interface.

 

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