In some situations, our 4G Products can appear to be connected to the internet, but due to other external conditions such as AV Software, ISP issues or local network settings, you cannot access websites from your browser. If this happens, there are some additional tests and checks that can be carried out.

Go to SYSTEM>ADMINITSTRATION>TROUBLESHOOT and do the following tests….

PING TEST

Enter an IP address of 1.1.1.1 and click the PERFORM button. This sends a series of data packets directly to a public website (Cloudflare) which then sends them back to your 4G Product over the Mobile network. The results are shown in the box below and if all of the packets are received, then the connection is good and it might be a DNS issue – continue to the Trace Route Test.

Traceroute Test

Change the method to Traceroute and the address to www.google.com and click the PERFORM button again, you should see the following info in the box that traces, the route through the internet to the Google web server. If the test fails and the Google site is not reached, then you may have a DNS setting issue on your wireless device. Try setting it to use a fixed DNS server address of 8.8.8.8 which is the Google public DNS server.

Check SMS Messages

Sometimes, it can be an issue with your mobile network operator account that is stopping the internet access. Please check if you have received any notification SMS messages from the Mobile Operator that might explain why we are connected but not getting a good internet connection? To do this, go to SERVICES>MOBILE UTILITIES>MESSAGES and you should see any SMS messages that the Mobilke operator have sent you…

Finally, some anti-virus, VPN or network security software has been known to block mobile internet connections, particularly common on business computers. Try temporarily turning off any anti-virus, VPN or network security software and see if that fixes the problem. If it does, make sure that your new 4G Product is in the list of “Safe Networks” in your anti-virus/security software.