LG 8300 with Verizon Access Manager regularly disconnects

Juggler · EVDO Newbie Joined: 18 Apr 2008 Posts: 2

A friend of mine is experiencing disconnects at regular intervals when IE7 is idle. At first the disconnections were happening at about every 10 minutes 5 seconds. A couple of days later, the disconnections are happening at about every 6 minutes, 25 seconds.

When the disconnect happens, Access Manager automatically reconnects, and launches another instance of IE7. This is working correctly since this is how Access Manager is configured.

This issue started happening to him about two or three weeks ago: end of March 2008. Prior to this, he would habitually leave the phone connected and it was never dropping an idle connection. If he is actively browsing the web, he does not get disconnected.

His setup is:

LG 8300 attached to the USB port running Verizon Access Manager on a Dell PC running WinXP Home Edition.

He has automatic updates set for Windows, Verizon Access Manager, and Norton 360.

I’ve been searching Microsoft, Verizon, and Symantec for issues such as this, and have not had any luck yet. I’ve been thinking that some automatic update changed something causing or enabling automatic timeouts.

I’ve looked through all of the Verizon Access Manager settings that I could find, as well as Norton 360, and the network properties for the USB modem connection.

I’ve also searched the registry for “disconnect,” “idle” and “timeout.” I haven’t found anything that appears to be related. All of the automatic disconnect and timeout settings are set to “0.”

The process that goes high on CPU when the disconnect happens is SVCHOST, but of course, there are six instances of svchost running so it’s hard to know exactly which one running what DLLs is the culprit.

We’ve emailed and called Verizon support and have gone through re-installing Access Manager, and resetting the phone. The signal strength on the phone is as high as it can be. When talking on the phone, the sound is clear, and without static. We will call Verizon again to try to get to the next the next higher level or support.

I am posting this hoping that somebody has experienced the same issue and knows what the fix is, or if somebody has more ideas on how to go about troubleshooting what’s causing the disconnects.

Thanks in advance!

phiq · EVDO Newbie Joined: 18 Apr 2008 Posts: 4

Does he have system restore on? If yes, he can try using a restore point prior to March 2008.

Also, does he have another computer or is he willing to reinstall the OS? I would try using the device on a different computer, reinstall the OS or install a different OS to see if the problem persist.

Juggler · EVDO Newbie Joined: 18 Apr 2008 Posts: 2

I will likely be seeing my friend in a couple of days. I'll try the restore option. I know that re-installing the OS won't be received very well. There is a lot of data and applications on the PC so if something goes wrong putting everything back in place will take a couple of days. At least he does backup the data.

He's stated to me that he would likely buy a new computer instead of rebuilding the current one since he runs his business on this machine. And, this PC is about four years old. (Side note, I forgot to mention before that the BIOS and firmware for all devices are current on the system).

Thanks for the suggestions!