Troubleshooting

Sierra Wireless Aircard - Get an error when trying to connect to the Internet

To resolve this problem, try the following.

Check the USB ports on your computer

  • Check that the USB ports on your computer work by using another USB device.
  • Check that the LED lights up on your mobile Internet key when you insert it in a USB port.
  • Use a different USB port.

Check signal strength

Your present location may have weak network coverage.

  • Make sure you have at least two bars of signal strength with 3G in the network indicator.
  • If you have low signal strength, move to a location with better coverage. Concrete and steel buildings may be hindering reception, especially in elevators and underground locations like basements, subways, and tunnels.

Check Coverage Maps

Check our network maps to be sure that you’re in an area with coverage.

Make sure your SIM card is inserted properly

Make sure that you have properly installed your activated TELUS SIM card in the mobile Internet key. Try the following.

CAUTION: Don’t remove the SIM card when it is in use. You may damage the card, and the data stored on the card may be corrupted.

  1. Remove the mobile Internet key from the USB port on your computer.
  2. Remove the black cover on the bottom side of the mobile Internet key .
  3. Inspect the metallic contacts on your SIM card for damage such as deep scratches or rust.
    NOTE: If your SIM card shows signs of damage, visit a Product Care Centre. Use our Store Locator to find the closest location.
  4. Insert the SIM card into the card slot in the direction indicated. Make sure that the beveled edge of the card is aligned with the card slot.
  5. Replace the back cover and slide it into place.
  6. Your web browser can connect to the internet.

Restart your computer

Restarting your computer causes its software to reload and renews your connection to the network, which can fix some problems.

Uninstall and reinstall Sierra Wireless AirCard Watcher

The mobile Internet key drivers may not be installed or may be incorrectly installed.

Windows Vista / 7

  1. Remove the mobile Internet key from your computer.
  2. Click Start.
  3. Click Control Panel.
  4. Click Programs.
  5. Click Programs & Features.
  6. Double-click Sierra Wireless AirCard Watcher.
  7. The Uninstall Wizard window appears. Click Uninstall and follow the prompts.
  8. Restart your computer.
  9. Reinsert the mobile Internet key in a USB port. TRU-Install launches automatically and installs all necessarysoftware.
  10. If TRU-Install does not launch automatically:
    • Click Start.
    • Click Computer.
    • Double-click TRU-Install.
    • Follow the on-screen instructions to install the software.

Sierra Wireless AirCard Watcher is reinstalled.

Windows Vista / 7

  1. Remove the mobile Internet key from your computer.
  2. Click Finder
  3. Click Applications.
  4. Click and hold Sierra Wireless AirCard Watcher, then drag to Trash.
  5. Restart your computer.
  6. Your computer detects new hardware and the TRU-Install window appears.
    NOTE: If TRU-Install doesn't launch automatically, double-click the drive titled TRU-Install.
  7. Click Continue and follow the on-screen instructions.

Sierra Wireless AirCard Watcher is reinstalled.

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