I'm having trouble with my Turbo Stick or Mobile Connect software

To ensure that you’re using the latest version of Mobile Connect software for your Turbo Stick:

1. Insert your Turbo Stick into your computer.
2. The Mobile Connect screen will display the message, Initializing…Please wait.
   Once Mobile Connect is loaded, you will see the message, Bell High-Speed Network is available. Click the Connect button to access your Mobile Internet service.

To find out which version of Mobile Connect you are using:

• Windows computers: In Mobile Connect, click Tools > Help > About.
• Mac computers: In the Finder menu of Mobile Connect, click Mobile Connect > About Mobile Connect.

If you removed the stick during the installation process, the Turbo Stick drivers may be corrupted. To clean corrupted drivers, keep the Turbo Stick inserted, and:

1. Go to the Windows Control Panel.
2. Open the System Utility.
3. Select Device Manager (Vista) or the Hardware tab and then the Device Manager button (XP).
4. Look for modems or ports showing Novatel Wireless (they may appear with question marks or exclamation points beside them).
5. If found, right-click each one and select Uninstall from the menu.
6. If you are a Windows Vista user only, check for correct driver programs:
   1. Remove the Turbo Stick from the computer.
   2. Select Uninstall under Start Programs Bell > Mobile Connect, if it is installed.
   3. Open Programs and Features in the Control Panel.
   4. Remove Mobile Broadband Generic Drivers and NovaCore SDK Installer if they appear in the program list.
7. For all users, when done, remove the Turbo Stick, close all open windows, and restart the computer.

Nothing happens when I double-click the Mobile Connect icon.

The default setting for the software has Windows Autostart enabled, so Mobile Connect may already be running. Check the system tray for the icon and click it to open. If it’s not running:

• Mobile Connect is available through your computer's main menu, go to Start Programs Bell Mobile Connect.
• There should also be a shortcut icon on your desktop.

If you change these options during installation please remember where you installed the program.

You should generally experience a reliable high speed wireless connection on the Bell network. If your connection seems slow or disconnects without warning, you may be in an area without coverage. Even if your mobile phone or other device has coverage, performance may vary between different devices and different manufacturers.

• Check our coverage maps to ensure you are in an area with coverage.
• Try using a USB extension cable, or an external antenna (sold separately), to place the Turbo Stick in an area with better coverage, if possible.

I’ve inserted my device but it says “No Data Service Available"

If you’ve inserted your Turbo Stick into your computer and it shows “No Data Service Available”, remove your Turbo Stick and insert it into a different USB port.

If another USB port is not available, remove the Turbo Stick and restart Mobile Connect. Once Mobile Connect is restarted, reinsert the Turbo Stick.

If this does not solve the problem:

• Review all the help and troubleshooting material in the Getting Started Guide that came with your Turbo Stick to ensure it is connected correctly.
• You may be in an area with poor network coverage. Coverage is required for you to install and use your Turbo Stick. Check the signal level shown on the main screen of Mobile Connect, also Check our coverage maps or try a different location in your building.
• If you are outside of Canada, you may not have roaming enabled.  Check the Mobile Connect help guide for additional details on roaming.  If Mobile Connect is configured to allow roaming, your account may not be setup for roaming, check www.bell.ca/roaming for additional details.
• Try using a USB extension cable to ensure a solid connection to the computer, and to allow positioning the Turbo Stick closer to a window (if coverage is a concern).
• If you are using a Windows computer, ensure that you have the latest Service Packs for your computer operating system. For more information, visit Microsoft.com
• Ensure that you have the access permissions to install new software on your computer. This includes having login administrative rights for business customers, and adjusting Internet security settings to allow software installation, if required. Generally, if you’re able to install other programs (such as Adobe Acrobat Reader), you can install a Turbo Stick and Mobile Connect software.
• Check for and close other programs that may be conflicting with your Turbo Stick connection or Mobile Connect.  These may include programs that use GPS services or include data connection management functions.

If the problem persists, please contact us.

This may occur if your computer was shutdown or the Turbo Stick was removed during the installation process.

If you still receive the “New Hardware Wizard” screen, go to your device manager and uninstall the corrupted software. To do this:

1. Open Start Menu > Run.
2. Type in devmgmt.msc or go to your device manager. Look for adapters in the device manager list with exclamation points. Right click on those adapters and select uninstall.
3. Remove and reinsert Turbo Stick.

If the problem persists, please contact us.

• Remove your Turbo Stick and insert it into a different port on your computer (USB, Express card). Ensure your Turbo Stick is inserted completely. You should see the LED on the Turbo Stick light up or flash.

The Mobile Connect screen will display “initializing...Please wait”. Once complete, you’ll see that the “Bell High-speed Network” is available.

If you still see “No Device Found”, remove the Turbo Stick, close Mobile Connect and restart your computer. Once restarted, re-launch Mobile Connect, and then re-insert your Turbo Stick.

If the problem persists, please contact us.

Check the Troubleshooting section of the Getting Started Guide that came with your Turbo Stick for an overview of what the lights mean.

• The Turbo Stick may not be inserted properly. Remove and firmly re-insert the Turbo Stick into the port.
• Try another port on the computer (USB or ExpressCard).
• If your device included a USB extension cable, try connecting through the cable.
• Your computer may not have the correct hardware configuration for the USB port you’re using. Ensure that you have the latest Service Packs for your operating system. For more information, visit Microsoft.com.