topic Re: Failure during mobile device initialisation in Archive

Failure during mobile device initialisation

ljrossiter — Sat, 27 Dec 2008 23:38:07 GMT

Received my new E170 stick, plugged it in, allowed software to load, rebooted.

Now get error message in BT Access Manager: Failure during mobile device initialisation: Error 31052

I guess there's no phone support until Monday - is there a faster solution to this?

Thanks

Re: Failure during mobile device initialisation

craigmod — Mon, 29 Dec 2008 16:24:09 GMT

It would be worth trying to repair the installation, or even remove, choosing that option instead of repair, and re-install. When re-installing be sure to choose the Huawei drivers only option not the total drivers option, I would also recommend restarting the machine and re-inserting the E170 after doing any of this.

Should his not work it may point to a problem with either the machine seeing the mobile device part of the E170 or a problem accessing the mobile network.

Make sure that the SIM in use is enabled for 3G/GPRS, if you can let me know the mobile or SIM number and the company details I can check this.

Also ensure that the SIM is fitted correctly into the E170, it should be placed in the SIM caddy so that the chip is showing and the cut-off on the SIM fits to the dimple in the caddy then placed back in the E170.

The next stage after that is checking the Windows Device Manager to see if this shows any record of Huawei devices under Modems and Ports. Let me know whether this is the case and I can advise further.

Re: Failure during mobile device initialisation

ljrossiter — Wed, 31 Dec 2008 18:10:00 GMT

Craig, I appreciate your help.

Since first writing, I've spoken on the phone to your technical support. However, as we were able to get the data stick to work (and connect) on another office pc, I was told it was a conflict with something on my laptop, and therefore my problem.

So I still have the problem on the laptop where I need the mobile connection.

My laptop is an Hp notebook, XP, a couple of years old with nothing special installed.

I've tried:

> turning off the wireless

> turning off antivirus software

> uninstalling the Access Manager, and allowing reinstallation from each of the different USB ports (3)

Within Device manager, I see:

> Modems: HUAWEI Mobile Connect - 3G Modem

> Ports: HUAWEI Mobile Connect - 3G PC UI Interface (COM9)

I chose the Huawei drivers only option, and restarted every time.

For your reference, the sim's number is 89441000301208143513 for Rossiter & Co.

Further help would be much appreciated - I cancelled our previous Vodafone 3G card, as this seemed a better option, but now we can't use it at all, and so have nothing.

Thank you, Linda

Re: Failure during mobile device initialisation

ljrossiter — Wed, 07 Jan 2009 13:29:38 GMT

Hi. Is is possible to get help with this?

Thank you, Linda

Re: Failure during mobile device initialisation

ljrossiter — Sun, 11 Jan 2009 01:18:47 GMT

I'm stuck with a mobile stick I can't use.

I can't find anyone who's prepared to help with this problem.

Can you advise where I can get help?

To summarise:

I've got a new 170 stick.

On an XP desktop pc it installs and connects fine.

On my XP HP laptop, where I actually need it, I get an error message in BT Access Manager: Failure during mobile device initialisation: Error 31052

I've uninstalled and reinstalled the software. I've stopped everything else from running.

I don't want to go back to Vodafone, but currently I have nothing. Please help, or tell me who can help....

Thank you, Linda

Re: Failure during mobile device initialisation

Naishy — Mon, 19 Jan 2009 11:22:13 GMT

Linda,

I believe that a updated version of BT Access Manager will be released shortly that will address the issue you are seeing. I am unsure of the exact dates, but it may well be within the next month.

Regards

Tim

Re: Failure during mobile device initialisation

ljrossiter — Wed, 21 Jan 2009 20:45:58 GMT

Tim, Thank you for this - I'm sure it's the answer.

After a lot of searching, I finally found a version of Access Manager available to download.

I installed this, and finally managed to connect. Success after almost one month of failure!

The software is version 1.5.39.0, which I think may well be older than the one on the stick, but at least it works.

I'm presuming that it's an old version, as it doesn't show how many mb I've used, which I think for a mobile stick with download limits is vital.

Do you know where to look to get the new upgrade when it comes out? Or should it upgrade automatically?

I really appreciate your help - I've been very surprised at the lack of help from BT. I've had no answer here, nor through email, nor through the contact form on the website.

Meanwhile phone support just told me there was a conflict, and I should "use another laptop". Not very helpful.

Surely someone at BT could have got me to download the software weeks ago when I first raised the issue.

Thanks again, Linda

Re: Failure during mobile device initialisation

Naishy — Thu, 22 Jan 2009 15:07:36 GMT

Linda,

Glad to hear you've got it working. I'm surprised you found version 1.5.39.0, as I think that version was an old 'Release Candidate' and probably has a short expiry time on it. Does it not display a message saying that it's expired when you use it?

I'll post up a link to the new BT Access Manager release on this thread once it's available (should be next week). BT Access Manager does check for new versions every 7 days and should prompt you to update, but it's probably easiest to download it directly in your case.

Tim

Re: Failure during mobile device initialisation

ljrossiter — Sat, 24 Jan 2009 00:00:23 GMT

I'd appreciate the link when you have it, thanks.

This old version seems to run fine, though my anti virus software doesn't like the file BT Common Client/btomoslo.dll, flagging it as a Downloader trojan.

I did turn off the av software before installing the Access Manager but I wonder if this is the problem?

Anyhow, thanks for your help,

Linda

Re: Failure during mobile device initialisation

Naishy — Tue, 03 Feb 2009 09:52:16 GMT

The new BT Access Manager (1.9.84.0) can be downloaded from:

http://accessmanager.btcm.info/client/setup/install.exe

https://www.btopenzone.net/client/setup/install.exe

If you are prompted with a Security Dialog, check that is says it's signed by 'British Telecommunications Plc'.

I'd keep a copy of the installer for the client you are using (and works) just in case this new version doesn't fix the issue. If you still see the issue with the new version above, let me know.

Tim

Re: Failure during mobile device initialisation

ljrossiter — Fri, 27 Feb 2009 00:13:20 GMT

Tim, I downloaded the new version.

I uninstalled the old version

Rebooted

Turned off antivirus etc

Installed the new version

Rebooted

Ran the software, and got "failure during mobile device initialisation". 31052 please contact your support desk for help with this error"

To remind you, I get this problem with two laptops, an HP Pavillion with XP, and a Dell with Vista.

More help, please.....

Re: Failure during mobile device initialisation

ljrossiter — Fri, 27 Feb 2009 01:08:45 GMT

A further observation, in case it helps:

After rebooting again, I put the stick in.

It flashed green, then blue. But the Access Manager software didn't start.

I see btomosrv.exe and btomo.exe running in task manager

The stick isn't seen as a drive in Explorer (don't know if it's supposed to).

Is it time to send it back? After two months, I'm not getting far....

Re: Failure during mobile device initialisation

Naishy — Fri, 20 Mar 2009 08:42:22 GMT

Linda,

I'd suggest you stick with the version you have that works until I'm sure we've got this issue nailed down. Unfortunately it's not one that we're been able to replicate, but we have had it reported from other sources and are actively pursuing it.

Once I'm sure that it's fixed, I'll post a note back to this thread.

My apologies for the delay in getting you a fix.

Tim

Re: Failure during mobile device initialisation

APSofWH — Tue, 31 Mar 2009 20:05:16 GMT

Similar problem here with all versions of access manager. Using dial up connection as advised by BT works, so it is only the Access manager that is clashing. Have tried multiple versions and MS only startup items and services on my Thinkpad. The failure occurs everytime. I regret that, apart from this thread, BT have not been very helpful tracing the problem (although the device and SIM have been changed), and I have not been able to trace much. The only possible hint at a possible issue is that every time the initialisation fails, the file SwiApiMux.txt is updated and reads as follows:

======= SwiApiMux - 31 March 2009 19:53:08 =======
SwiApiMux : 19:53:08 0x00000c3c : i :   Version: 1.6.6.4
SwiApiMux : 19:53:10 0x00000c3c : E :   Failed to StartProtocolService
SwiApiMux : 19:53:10 0x00000c3c : E :   Failed to initialize VSP adapter
SwiApiMux : 19:53:10 0x00000864 : E :   Socket was closed by client

=======
Log Ended 31 March 2009 19:53:11

If there are registry or other options to produce more detailed troubleshooting logs, I'd be happy to help.

Andy

Re: Failure during mobile device initialisation

Naishy — Fri, 03 Apr 2009 09:04:17 GMT

Andy,

Would you be willing to test a fix for this issue?

Instructions:

1. Download and install BT Access Manager 1.9.84.0 available here.

2. Apply the patch available here (leaving the path to install as the default i.e. C:\Program Files\BT Common Client).

3. Start BT Access Manager

Please let me know if this fixes your issue.

Thanks

Tim

Message Edited by Naishy on 03-04-2009 10:04 AM

Re: Failure during mobile device initialisation

APSofWH — Fri, 03 Apr 2009 12:23:44 GMT

Success! The updated software/firmware has allowed connection through the BT Access manager. Small issue with default gateways and DNS resolution after the install. Machine needed a cold reboot but now is working, as this email shows.

Many thanks for the help.

Andy

Re: Failure during mobile device initialisation

tusker — Tue, 21 Apr 2009 20:13:53 GMT

Having Googled the BT Mobile Broadband error 31052 problem and finding this forum, I tried the advice given on 03-04-2009 10:02 AM, and it worked on my Dell desktop (I had previously installed my Huawei E180 on a notebook without dramas). The BT Access Manager then asked if I wanted to upgrade to a newer version which I agreed to, but that stopped the dongle from working again - this time with a new error code 1220. ?? I re-ran the patch, and everything seems okay now. I won't run any more upgrades!!

Re: Failure during mobile device initialisation

Naishy — Mon, 27 Apr 2009 08:09:57 GMT

Hi,

I'm glad to hear that the patch addressed the issue for you and apologise for the reoccurrence of the issue after upgrading. Unfortunately the patch was produced after the client update available from the update server. We are working to create a new build of the client that includes this patch to avoid the situation you encountered.

We would recommend that you continue to accept and install new updates to the client to ensure your software is kept up to date and you benefit from the latest enhancements and features.

Kind Regards

Tim

Re: Failure during mobile device initialisation

navigation — Fri, 28 Aug 2009 18:21:00 GMT

I am sorry that is old news repeating itself! I am still experiencing problems with my e170 stick despite re-installing countless times and upgrading and patching as per this thread. My access manager can detect and connect to wireless networks but does not see my stick stating "no mobile device available". Drivers are loaded and it can be accessed as a cd-rom and connectivity seems fine - but alas still no joy with the bt access manager. I would appreciate any advice or suggestions.

Phil