USB laptop stick & netbook troubleshooting

Learn how to troubleshoot USB laptop stick and netbook connection problems. If you're seeing a specific error code, check out Connection manager error code troubleshooting.

 

 

Troubleshooting steps

Dropped connections

Possible causes:

 

  • Your computer does not meet the minimum system requirements
  • You have the laptop stick in a USB hub or in a laptop docking station
  • Your computer is turning off USB devices to save power
  • The signal is too low to stay connected
  • Another program is causing a conflict

 

To resolve dropped connections, follow these steps:

 

  1. Check your computer and make sure it meets the system requirements.
    Note: You can find the system requirements for your device in the Start Guide found in this support site.
  2. Insert your laptop stick directly into a USB port on the computer.
    Note: This does not apply for netbooks or notebooks with a SIM card slot.
  3. Restart your computer.
  4. Confirm the laptop computer is connected to the power adapter, and the power adapter is connected to a wall electrical outlet.
  5. When you log in to the operating system, open the connection manager.
  6. If you have no signal, try moving location to another room or closer to a window.
    Note: Connections may drop is the signal fluctuates.
  7. Make sure you have the latest version of firmware installed.
  8. Make sure you have the The specified item was not found. installed.
  9. Try to connect to Mobile Internet.
  10. If the above steps do not resolve your issue, contact T-Mobile Customer Service.

 

Internet access problems

Related errors


  • "Page cannot be displayed"
  • "Internet Explorer cannot display the webpage"
  • "Address not found"
  • "Limited connectivity"
  • "The web page is not available"
  • "No network access"

 

Possible causes
  • The signal is too low
  • You are not in T-Mobile coverage
  • You are not connected to the Internet
  • Your computer has a browser problem
  • There is a problem with the connection manager
  • The computer has a configuration preventing you from web browsing

 

To resolve Internet access problems, follow these steps:

 

  1. Make sure your current location is T-Mobile coverage.
  2. Restart your computer.
  3. Insert your laptop stick directly into a USB port on the computer.
    Note: This does not apply for netbooks or notebooks with a SIM card slot.
  4. When you log in to the operating system, open the connection manager.
  5. If you have no signal or 1 bar, try moving location to another room or closer to a window.
  6. Connect and test web browsing.
  7. Check for any programs that may be running in the background (anti-virus, Windows updates, etc.). If these programs are running, or downloading updates, you may have a slow browsing experience.
  8. If web browsing works with a different web browser, clear the history and reset the web browser you are having browsing difficulty with.
  9. Make sure you have the latest version of firmware installed.
  10. Uninstall the connection manager software.
  11. Install the connection manager software.
  12. Restart your computer.
  13. When you log in to the operating system, open the connection manager.
  14. Connect and test web browsing.
  15. If the above steps do not resolve your issue, contact T-Mobile Customer Service.

 

Slow Internet problems

Possible causes:

 

  • The signal is too low
  • You are not in a 3G or 4G coverage area
  • Your computer has a browser problem

 

To resolve slow Internet problems, follow these steps:

 

  1. Make sure your current location is within 3G or 4G T-Mobile coverage.
  2. Restart your computer.
  3. Insert your laptop stick directly into a USB port on the computer.
    Note: This does not apply for netbooks or notebooks with a SIM card slot.
  4. When you log in to the operating system, open the connection manager.
  5. If you have no signal or 1 bar, try moving location to another room or closer to a window.
  6. Connect and test browsing speeds.
  7. Check for any programs that may be running in the background (anti-virus, Windows updates, etc.). If these programs are running, or downloading updates, you may have a slow browsing experience.
  8. Make sure you have the latest version of firmware installed.
  9. If the above steps do not resolve your issue, contact T-Mobile Customer Service.