Common configuration tabs

These tabs are used to modify and define connection parameters. The tabs are visible when the advanced mode is selected.

General

▪         The Use modem field presents a list of the modem devices currently installed on your machine. This should NOT be used in TMCC.

If you let the Use modem field empty, the default modem will be used. Normally you are prompted to set a default modem after you have installed a device on your PC.

▪         If you want to use the default modem, select Use default modem.

▪         When the Show modem lights check box is ticked, a connection icon in the windows system tray will indicate that the connection has been established.

▪         When Disconnect after x idle minutes field is ticked an automatic disconnect option can be set. If this box is not ticked, the automatic disconnect is disabled.

▪         When Delete RAS connection entry after disconnectionfield is ticked, the static “connectoid” related to the connection is automatically deleted. This means that the Windows Dial Up connection automatically created is removed after disconnection.

T-Mobile Communication Center has the capability to make the connection visible as a “connectoid” following the convention for Windows (Dial-Up Networking).

Secure levels

▪         You can choose between common credentials-based authentication protocols: PAP, CHAP and MS-CHAP, depending on your ISP or corporate network policy.

▪         The User name,  Password and Domain  fields are used to enter the authentication credentials to use at connection time. For security reasons, they are encrypted when saved.

▪         When the Preview when dialing  field is ticked, the following dialog box will be shown when establishing connection. At that time, you can change the User name,  Password and Domain. If you click on OK, the connection process continues with the dialog box parameters. If you have ticked the Save for future connections box, then these User name, Password and Domain will be saved as new settings of the connection and this dialog will not be displayed on future connections.

PPP

This tab contains fields related to the PPP features of the connection; see the Windows RAS help for further details. These options are dependent on the ISP servers and therefore must be configured with the same parameters.

▪         Selecting Activate LCP extensionsenables the RAS to use extended Link Control Protocol.

▪         Selecting Activate software compression enables the sending of compressed IP packets.

▪         Selecting Activate header compressionenables the sending of compressed header packets.

▪         Selecting NetBEUI protocol activates this protocol over the connection. This may be useful in certain LAN access scenarios.

▪         Selecting Client for MS network activates the Microsoft Network client (using NetBIOS and related protocols) over the connection. This may be useful in certain LAN access scenarios.

▪         Selecting File and printer sharing for MS network enables the use of remote share and/or print on a remote Microsoft Network over the connection. This may be useful in certain LAN access scenarios.

IP  

This tab contains fields related to the IP features. Only a brief description is given here, please refer to the Windows Networking & RAS help, or the IP and/or PPP protocol specifications for further details about the corresponding fields.

Two areas of this tab permit the definition of IP address and Name servers. A Name server is a server on the Internet that maps URL’s (web addresses), to IP addresses, so that the traffic reaches the correct host, etc.

▪         The first uses radio buttons to toggle between Dynamic and Static IP address. If you choose Static, then you will have to enter the IP address in the corresponding edit field. If it is Dynamic, no more info is requested.

▪         The second area uses radio buttons to define DNS and WINS servers’ addresses attribution as Dynamic or Static. If Static, you need to enter IP address of the DNS or the WINS server.
Preferred address field is mandatory, Alternate address field is optional.

▪         The DNS suffix enables you to specify a DNS suffix specific to the connection. This suffix must conform to the standard domain name format (e.g. t-mobile.de). This is useful for remote Intranet access to enable the user to only type short URLs when browsing their company’s Intranet.

GPRS

▪         The Access Point Name field is used to enter the GPRS Access Point Name. All pre-configured GPRS Connections in TMCC uses APN names and settings related to the specific T-Mobile operator you have chosen to use during installation. If you are using a company specific Connection, please refer to your operator for information regarding these settings.

▪         PDP type is either IP or PPP. The PDP type depends on the GPRS terminal and the GPRS network. Currently, most GPRS terminals and systems only support the IP type.

▪         Use IP address tick box and field enables the static allocation of an IP address from the GPRS request. It is not related to the RAS.

▪         The Data compression and Header compression tick boxes are used to indicate whether GPRS packet data and headers will be compressed during transmission.

Web

The Web tab includes such functionality as support for Auto browser launch, to define a Proxy Server and to use Automatic Configuration.

▪         If a proxy server is used for the Internet communication, you have to tick the Use a proxy servercheckbox and enter the URL or IP address of the proxy server in the Address field. A preferred port number can be entered in the Port field.

If the Bypass proxy server for local addresses field is ticked then this assures that internal addresses are not handled by the proxy server.

By clicking the Advanced... button, the following Proxy Settings screen appears:

This section provides further proxy configuration options that enable the following:

o       The HTTP and Secure fields in the Servers section make it possible to use different proxy servers and ports for different http traffic. For example: secure https traffic can be used on one server and on one port, while normal http traffic can be used on another server or port.

o       In the Exceptions section, the Do not use proxy server for addresses beginning with, enables you to add IP addresses or URL’s that are not going to be used by the proxy.

• By selecting the Use automatic configuration script check box within the Web tab, it is possible to automatically configure your proxy server settings. You must enter an URL that links to a server containing a .PAC configuration script. This is useful in some corporate remote access scenarios.

Application Launch

This tab contains all the settings related to a specific connection that can be opened after a successful connection or after being disconnected.

The following settings are specifics to a connection:

• In the List settings for field, you can specify the event in which the applications are executed: After connected or After disconnected.
• The Number of applications to launch field indicates the total number of applications to be launched per connection.

§         Up and Down buttons can specify the order of sequence that the applications are started.

§         By clicking the Add... button, the following ApplicationLaunch Settings screen appears:

§         In the Friendly name field, you can name the configuration

§         In the Program field, you list the path to the applications exe-file, that you want to have autostarted.

§         In the Parameters field, you can add optional arguments that may be needed by the application you are autostarting

§         The Remove button allows the deletion of the highlighted application

§          The Edit button allows to edit the highlighted application and eventually to modify it.

Troubleshooting

Common Troubleshooting Procedures

·        Isolate the problem to one component, layer or stage of the connection process.  This will allow a fine-tuning of troubleshooting techniques and tools

·        Always determine whether a problem is reproducible or not, i.e. have the user retry, and make sure they get the same error or symptom, at least once.

·        Have the useryou ever connected successfully?  Has this ever worked?  If so, what has changed?

·        Always have the user reboot both the PC at least once, before going into deep troubleshooting procedures.  This should be repeated, if a major change is made yet the connection still fails.

·        Always get the Trace log or exact error message, as well as the environment details.  The details required will differ, depending on where the problem lies.

Communication Center uses two primary trace files, stored in txt format on the hard disk.  Both can be accessed in the root Communication Center installation directory.

·        wilog.txt is reset each time the application is restarted.  It contains a trace of the interaction between T-Mobile Communication Center and both the terminal and Operating System.

·        logfile.txt contains install details, and some per session information.  The original file is appended to at each new session, and when the file is over 1 Mb, a backup is created (logfile_old.txt) and the file reset.

List of common Communication Center Error Messages

Note: Communication Center may report errors both from its own internal error list as well as via API, e.g. Microsoft Windows RAS generated errors. This document lists common errors and troubleshooting suggestions for these.

Error : Communication error when defining PDP context : The AT command is not supported

Cause: This indicates that that the subscriber is outside the GPRS coverage area, does not have a GPRS subscription or that the selected Modem does not support GPRS.

Troubleshooting:

▪         Check the GPRS handset device is connected to the specified port and is powered on. Also check that the device indicates GPRS coverage

▪         Ensure that the user is actually subscribed to the GPRS service, for the SIM in use. (note: this is most likely cause of the error!)

▪         Ensure that the customer is in an area of GPRS coverage.  Consult the device manual for details on how to check this.

▪         Check the correct modem/handset device driver has been set as the default modem or selected for the profile.  If the user has several modems installed, he or she may mistakenly select the wrong modem (e.g. non GPRS) for the connection.

Additional Details: All communications between PC and modem required to set up a connection take the form of AT commands.  The AT commands are stored in the modem driver (.inf file) and in a configuration file that Communication Center utilizes. Different modem vendors may support different commands, although in general most vendors will support a common subset of commands depending on the type of modem (e.g. V.90 , ISDN TA ,GPRS specific commands etc).

GPRS connections also require a specific subset of the AT commands. The error above indicates that the AT commands sent by the application has not been understood by the terminal. 

The error could also indicate an error with the modem driver, and the AT command syntax that it uses. The source of the modem driver should be investigated in this case. Please eliminate the above possibilities first though.

Error : Communication port opening has failed: can't open the serial port, The system cannot find the file specified.

Cause: Incorrect or missing COM-port/modem driver chosen.

Troubleshooting:

▪         Make sure that the modem that the user tries to use really exists as an entry in Windows ‘Modem Properties’ and that it’s connected to the correct COM port.

▪         Reinstall modem on the correct COM port, and select the correct modem for the connection.

Additional Details: Selected COM port for modem drivers can be checked from the Modem Properties dialog in the Control Panel of Windows. 

Error: Communication error when accessing mobile name:

Cause: The device is not responding properly to the CGMM/CGMI command (manufacturer and model of the device). TMCC interprets this as a communication error.

Troubleshooting:

▪         Restart device.

▪         Upgrade device firmware.

Additional Details:  This problem occurs randomly and has been spotted especially when using Nokia handsets, but also with some versions of Ericsson phones also. Sometimes it helps to restart the device and try again (may have to do this more than once). If this does not work, the user should upgrade the device with the latest firmware.

Error : Communication error when sending the ATTACH command: failed to read on serial port, Serial time-out has expired

Troubleshooting:

▪         Restart the device.

▪         Choose another driver for the connection.

▪         Upgrade device with the latest software.

Additional Details:This error has sometimes been seen using handsets that attach upon connection

GPRS – Check the Modem settings in the PC settings control panel to confirm the modem type and properties are correct.

Cause: Usually means that modem type or settings are invalid as seen by the operating system.

Troubleshooting:

▪         Check that the correct modem is used by the connection.

▪         Check Modem Properties.

▪         Uninstall the current modem driver used, and reinstall the correct driver.

ERROR : 720 - The connection attempt failed because your computer and the remote computer could not agree on PPP control parameters.

Cause: The device is not able to negotiate PPP parameters. There can be multiple causes of this error message.

Troubleshooting:

▪         Make sure the customer turns off and on the device before retesting.

▪         Check the configuration of the connection profile. Check APN, username/password, PPP/IP settings.   

GPRS: Disconnected, ERROR_PPP_NO_PROTOCOLS_CONFIGURED

Cause: The device is not able to negotiate PPP parameters.  The APN Name is incorrect.  Typical reason:  APN is incorrect

Troubleshooting:

▪         Has a GPRS connection ever worked for this customer from this PC, with this device?

▪         Make sure the customerthat you reboots both the PC and the device before testing.

▪         Check the configuration of the connection profile. Check APN, username/password, PPP/IP settings.   

ERROR : 718 - Timed out waiting for a valid response from the remote PPP peer.

Cause: The device is not responding properly or fails to respond to commands sent by the software

Troubleshooting:

Reset the handset device and reattempt the connection

Error: Communication error with modem: failed to read on serial port, Serial time-out has expired

Cause:  The software is not able to communicate with the device as expected. Typically this is because the COM port is occupied by another software, such as Active Sync, HotSync etc. The error could also be caused by a hardware error on the device attached to the COM port.

Troubleshooting:

Make sure no third party software is blocking the port. Often it helps just to wait a while, let the communication on the port end. If this does not help, first reset the device and ultimately also the laptop.

ERROR : 734 - The PPP link control protocol was terminated.

Cause: The network disconnects the GPRS session due to faulty parameters (e.g. APN name) being sent.  If the user logged on to the PC does not have administrative rights, the Operating System prevents the APN name from being set, and this error is observed on connection.

Troubleshooting:

▪         Check APN-name (case sensitive) and other configuration options.

▪         Enter the APN name directly in the Modem Properties / Advanced/ Extra settings.  (Administrative Rights are required on the PC)

▪         e.g. AT+CGDCONT=1,"IP","APN","",0,0 (replace APN with the correct name)

▪         Reset the device/laptop.  Upgrade the device with the latest firmware.

 Error: Communication port opening has failed: can't open the serial port, The specified network name is no longer available.

Cause: There can be multiple causes of this error message, but the most common one is that the modem driver selected from Communication Center is corrupt or does not exist on the system.

Troubleshooting:

▪         Check that the modem exists under ‘Modem Properties’ in the Control Panel and is in fact the one used/selected from Communication Center.

▪         If necessary reinstall the modem and then select it from Communication Center

Additional Details:In some cases, a plug ’n’ play installed IR-modem may override a manually installed, already existing, modem of the same kind. In the modem list in Communication Center, the old modem will still be visible until next reboot. This modem entry will not work and selecting it may cause the above error message to be displayed.

Your GPRS operator/service provider is not a lawful Licensee of this software

Cause: This error means that the user is trying to use the software in another operator’s network (ie with a SIM card that does not belong to T- Mobile).  Communication Center is designed to prohibit such a connection.

Troubleshooting:

▪         If using a T-Mobile SIM, restart the phone device and reattempt the connection, also check wilog.txt trace.

▪         Contact Alice SystemsT-Mobile Support for details.

Summary of some useful Troubleshooting Tools:

Microsoft tools:

Modem Diagnostics and log generator

·        Connect the modem to the PC.

·        Choose  Settings / Control Panel / Modem.

·        Choose the modem giving problems, Properties / diagnostics.

Here you can either

·        “Query Modem” – immediately returns the software version of phone etc.

·        “Enable Logging” -  check the box to append modem data to a log.  You then need to attempt a connection, then return to “View log”.

Microsoft PPP trace tools:

Win 2k           

http://support.microsoft.com/default.aspx?scid=kb;en-us;Q234014

Win NT            

http://support.microsoft.com/default.aspx?scid=kb;en-us;Q115929

Others

http://support.microsoft.com/default.aspx?scid=kb;en-us;Q156435

Layer 3 (tracing) tools:

ipconfig /all   - useful to view client IP address, and DNS details assigned.

Win 98:  instead, run winipcfg /all 

ping    (the address of a reliable node on the network, to check the network connectivity).  Note: Some Networks and hosts will block or not respond to Ping.

Usage: ping [-t] [-a] [-n count] [-l size] [-f] [-i TTL] [-v TOS]

            [-r count] [-s count] [[-j host-list] | [-k host-list]]

            [-w timeout] destination-list

tracert   (if address not reachable by ping, you may see which network node causes problem using this utility)

Usage: tracert [-d] [-h maximum_hops] [-j host-list] [-w timeout] target_name

GPRS Troubleshooting

It’s often a good idea to test the connection with a Windows Dial-up networking (DUN) profile. If the same problem occurs here, it is very likely that the problem is not directly related to Communication Center, but to the hardware or Windows RAS software.

Also, it is a good idea to test the connection with different modem drivers. It’s always possible to install a Windows ‘standard modem driver’ from the Modem Properties dialog in the Control Panel and then use this modem from Communication Center.

How to make a MS Dialup Networking connection:

The example below is for Windows 2k, each OS will have a slightly different naming convention, but the process is in the main, the same.

First make a connection attempt using Communication Center and the terminal causing problems.  You will reuse some of the parameters from the trace log.

From the Trace file Wilog.txt  and find the following

[00000714 17:00:20:069, MobileSettings  ,   50] - loaded PhoneNumber command from NOKIA  :D211 : *99***10#

[00000714 17:00:19:709, MobCom          ,  103] - send command : AT+CGDCONT=10,"IP","","",0,0

bold   - this is the info which should be extracted, and reused with RAS

italics – ignore, this is both time and phone dependant.

Start Menu /  Settings / Network and Dialup Networking / Make a new Connection

·        Choose “Dialup to Private Network” (this is the simplest and quickest to setup).

·        Choose the same modem driver as is used with Communication Center (select only one).

·        Enter the Phone number:  *99***10#

·        Continue to choose default options, until a new DUN connection is made.

·        Now, enable a GPRS connection direct from the modem:

·        Start Menu / Settings / Control Panel / Phone and Modem Options

·        Under modems, select the modem that has been chosen above.

·        Choose Properties / Advanced / Extra Settings.

·        Add the following:

·        AT+CGDCONT=10,"IP","","",0,0

Now make a connection using the Dialup Networking entry created above, using the username and password used.

Troubleshooting the GPRS PC-card from T-Mobile

Check the SIM is inserted in the card

Check the correct PIN code has been entered - if the PIN is entered incorrectly the user is prompted to enter again (up to 3 times, after which the SIM is locked, requiring PUK to enable)

On the PC:

·        Default Modem should be set to: WCM Modem (GSM).

·        Check Settings / Control Panel / System / Hardware / Device Manager / Ports / WCM *.*

·        Check Settings / Control Panel / System / Hardware / Device Manager / Modems / WCM Modem (GSM) for any error messages or hardware conflicts.

Wireless LAN Troubleshooting

Wireless LAN Access problems:

Verify that the Wireless Network card is properly installed, and that the manufacturer’s drivers and firmware for the card installed.  Note: For all Wireless Lan adapters except the Nokia D211, the adapter software must be installed before Communication Center.  Make sure that the card is inserted fully in the PC, and that the adapter is "Enabled" by the operating system.

Installation checks

·        Before starting the installation close all Windows programs, and do not insert the PC card in the laptop until prompted to do so.

·        Ensure the software is installed to a local hard disk (C:, D: etc, and not to a network drive).

On successful software installation, check the operation of the card:

·        Does the card detect an access point?

·        Is the access point a T-Mobile Hotspot?

·        Are the wireless LAN settings correct? (network name, operating mode etc.)

·        Locate the closest access point to the user.

·        What is the signal strength Indication?

·        Make sure that the access point is operational, that the client is not located too far away from the access point, and that the network name is the same in the access point and in the settings of the card. 

·        Check for a valid voucher.

·        Check the Access point for error messages, and that it is routing access traffic back to the network core.

If the above fails, and there is no problem with the Access Point/Voucher System, check for hardware and software issues at the client:

·        Does the OS recognize the PC Card - Check Control Panel / System / Device Manager.

·        Are there any IRQ or other resource conflicts?

·        Check there is enough power to the laptop computer, as the PC Card is not powered independently.

·        Check that the card is inserted with the correct side facing up.

·        Check the PC card connector for any problems, like bent pins or blocked connectors.

·        Insert the card into another slot of the PC (if available).

·        Install the card in another computer.

·        Install a different card in the computer.

How to Install the GPRS/Wireless LAN combination PC card Nokia D211?

Note: The card should not be inserted in the PC prior to the procedure described below.

To install, run Communication Center/Configuration/Miscellaneous.

Select the option "Install New Device".

From the dropdown list, select Nokia D211 and PC Card.

Follow the on screen instructions to install the drivers.  The default options are sufficient and there is no need to make configure any option in the Nokia software, Communication Center handles all subsequent configuration.

Following installation the Communication Center/Configuration Center/Miscellaneous is updated with the following:

Default GPRS Modem:  "Nokia D211 GSM modem"

Default WLAN device: "Nokia D211 radio card driver"

SMS

For problems sending/receiving SMS messages:

·        Check the SMS recipient's phone number.

·        Check the SMS Service Centre Settings under Tools/SMS Settings.

·        Resend the message, this time checking the option "Request status report" in SMS Settings.

·        Increase the message validity duration.

By default, the service center used is as defined on the SIM card in the device or PC card.  It is also possible to enter a new Service Center via the GUI.

Typical Settings on the SIM include:

(Recommended values are marked with *)

·        Msg. centre in use: Depends on the network operator

·        Receive report:

·        Message validity:

·        Long Messages: *ON

·        Message sent as: *Text                    (Fax/Paging/E-mail not supported)

·        Preferred connection: *GSM           (or GPRS )

Routing or IP/DNS related problems:

How to view and interpret Communication Center Session Statistics

Communication Center allows monitoring of the online session and data transferred in the session.  To view, left click on the "T Mobile" button on the upper left corner of the application and select Usage Monitor.

The following is displayed:

·        Data Rate: current data transfer rate (bps)

·        Duration of Connection: Time since session start

·        Maximum Rate: highest rate of data transfer for this session (bps)

·        Data Volume: Sum of the total data transferred and received so far in this session (bytes)

·        Average Rate: average data transfer rate for this session (bps)

Notes:

bps = bits per second

It is not uncommon for data rate to be zero at any time, if the user is not currently browsing or generating network traffic.

Troubleshooting IP/DNS assignment:

Data Transfer/Surfing problems

In a GPRS network, the T-Mobile Connection Center software enables IP connectivity using a telephone or PC Card modem device (fixed or mobile).  A “network adapter”, called the “PPP adapter”, is enabled on the PC and upon connection is assigned an IP address, DNS server address(es) by the network.  This network adapter can be monitored, to see the relevant IP information, just like any other e.g. Ethernet LAN adapter. In addition T-Mobile Communication Center also enables automatic launch of the users default Web browser to open a pre-defined web URL, and integrated session management for e-mail.

In a Wireless Lan environment, the T-Mobile Connection Center software uses a network adapter whose name is not generic but rather dependant on which adapter is installed on the PC.

If the Layer 2 connection is successful (ie the connection is successful), but the user cannot surf or send/receive e-mails then check the following:

• Check for possible incompatibility of PPP/IP settings with the Network (GPRS/GSM only).  See Troubleshooting PPP/IP settings.
• Check             for possible IP address/DNS related problems.
• Check the version of web browser installed, on the PC, it should be Microsoft Internet Explorer 5.5 or above.

Troubleshooting PPP/IP settings:

For the profile in use, change the Connection parameters in the following locations, to uncheck all PPP and IP compression options.

• Connection / PPP tab

·        Connection / GPRS tab

Now retest the connection and attempt to surf.

Troubleshooting IP/DNS assignment:

A DNS (Domain Name Server) translates a resource name that is easy for a user to remember e.g http://www.t-mobile.com into an IP address, which is required to reach the resource.  It is possible to bypass the requirement for DNS, by entering directly the IP address to the resource.

Symptom:  The modem connection succeeds, but the user is unable to surf/access e-mail etc.

To Confirm IP-connectivity:

From the browser, enter the IP address of a well-known web address or host using an IP address rather than the domain name.  If this works, then the IP connectivity is ok, but a DNS server has not been assigned, or is not functioning.

Useful system info can be retrieved using the winipcfg or ipconfig from the command prompt, note the connection must be established to observe the correct adapter information:

Windows NT, Windows 2k, Windows XP, Windows 98SE:

• From the “Start” Menu choose “Run” and enter “cmd” or “command”
• In the “Dos box” that is opened type ipconfig /all  
• Note: The information of interest is under  ‘PPP adapter’

Win 98SE

• From the “Start” Menu choose “Run” and enter “command”

·        Type winipcfg /all  (Look at the displayed info under ‘PPP adapter’)

NOTE:the above addresses are listed for illustration purposes only!  Each network will have a different set of assignable IP addresses as well as DNS addresses. 

There will typically be more than one Network adapter installed on the Laptop. 

First look for the PPP adapter – if this is not present, then the connection has been dropped, reconnect and rerun ipconfig /all

If Wireless LAN, the adapter is always present, if the software for the adapter has been correctly installed.

Then check that an IP address has been assigned to the adapter. In the example above, it is correctly assigned:  10.144.1.192

Then check that at least one DNS Server is assigned. In the above example it can be see that the addresses 10.0.0.1 and 10.0.0.2 are correctly assigned.

Note: it is also possible to copy and paste information from the command window, by selecting the Edit options from the dropdown menu available by clicking on the upper left icon.  This information can be paste e.g. to notepad, and forwarded to support.

If the IP address is assigned correctly, but there is no DNS address, this may be assigned statically via Communication Center.

If neither IP address nor DNS address is assigned then you may need to contact your Network Administration department check that the Radius or DHCP server serving the GGSN/Access Point to which the customer is attached is functional.

If both the IP address and the DNS address are assigned then:

Check both addresses are accurate and routable in your network.

Check for problems with NAT (Network Address Translation). NAT is often used on a server by companies that let their employees surf the Internet using only one IP address and that directs traffic through this server, though each user has their own IP address locally on the Intranet.

Lastly, there may be a routing problem from the GGSN or Access Point to which the customer is attached, so again check with the network administration department.
FAQ

Definitions and abbrevations