Failure during mobile device initialisation

[ljrossiter]

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 

[ljrossiter]

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.....

[ljrossiter]

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.... 

[Naishy]

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

[APSofWH]

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

[Naishy · Accepted solution]

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

[APSofWH]

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

[tusker]

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!!

[Naishy]

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

[navigation]

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