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Verizon Issues Since Modem Firmware Upgrade

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Ryan_C_in_TN
EVDO Newbie


Joined: 03 Jun 2008
Posts: 1

PostPosted: Tue Jun 03, 2008 8:14 am    Post subject: Verizon Issues Since Modem Firmware Upgrade Reply with quote

About three weeks ago, I upgraded the firmware on my Pantech UM150. I use the Verizon Connection manager software to connect, and it informed me of new firmware and requested that I upgrade so I did.

Within the week I began to have issues connecting, and staying connected when I did connect. I have random drop off issues and disconnects even in a full coverage area. When I try to connect the first 2 to 4 times I receive a QA913 error, on the 3rd or so attempt it will connect and then stay connected for an amount of time that is quite inconsistant.

Is there anyway to back rev my modem to restore the old firmware so that I no longer have this issue, or is there a known fix for the problem I am having. Verizon's tech support has been less than helpful as always, and I will soon be moving into my new home and I would like to sort all this out prior to that so I can have a reasonable faster than dialup connection resource.

Also to date, I have had some issues with my MBR1000 randomly loosing connection with my modem as well. Is this similar to the issue at hand or any other known problem?

Sorry to be quite the "newbie" in this arena, but I am reading as much as I can on the forum and I have found the information at hand quite useful and impressive.

Thanks
Ryan
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tward_biteme1
EVDO User


Joined: 22 Jan 2008
Posts: 39

PostPosted: Thu Jun 05, 2008 5:56 am    Post subject: Reply with quote

I was having the same issues the other night. Talking to VW support, they cracked me up saying you got an update today. I said well couldn't the update have broken something?

The person tells me, no the updates will only help you, not hurt you!!!

They shipped me a new 150 which should come in today.
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tward_biteme1
EVDO User


Joined: 22 Jan 2008
Posts: 39

PostPosted: Mon Jun 09, 2008 7:25 am    Post subject: Reply with quote

Got the new UM150, installed it on Saturday.

Now I get "RAS Error 691 - Access was denied because the username and/or passwrod was invalid on the domain. Error QA920."

Spent 1 hour on the phone with Tech Support Saturday night, they ran me through their script, with no success.

I have v4.7.2 of VZaccess Manager, they say they can't escalate it unless I get the latest version...

I installed VZaccess Manager and the UM150 on a Laptop that has never had either installed and I get the same error, so to me it doesn't appear to be a computer issue.

I spent another hour on the phone Sunday, still no success, they put in a trouble ticket and said it could take up to 72 hours for a response to the ticket...

This is crazy, the tech support people are like a broken record... Both calls had me doing exactly the same things...

Anyone else ever cleared up an issue like this?
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Anteater2
EVDO Newbie


Joined: 17 Jun 2008
Posts: 2

PostPosted: Tue Jun 17, 2008 11:24 pm    Post subject: Reply with quote

tward_biteme1 wrote:
Got the new UM150, installed it on Saturday.

Now I get "RAS Error 691 - Access was denied because the username and/or passwrod was invalid on the domain. Error QA920."



I'm having the same exact problem. On the rare occasions when I am able to actually connect, the connection drops after approx 1-2 minutes. I have version 6.7.2 of VZAccess Manager.

Haven't had any luck in fixing it yet. I've submitted a ticket to Verizon support but haven't received a response.
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tward_biteme1
EVDO User


Joined: 22 Jan 2008
Posts: 39

PostPosted: Wed Jun 18, 2008 5:35 am    Post subject: Reply with quote

They think the new card sent to me was bad, so they activated my other one and I have been working just fine (after they did a reset there to clear up the invalid username/password on domain error).


They have to do a reset on their end, period. The tech support person I talked too (4th one) said they should have never sent me a new card, it was a 5 minute fix on Verizon's end.
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bladeslap
EVDO Newbie


Joined: 31 Aug 2007
Posts: 1

PostPosted: Tue Jul 01, 2008 11:33 pm    Post subject: Simple Fix Reply with quote

I too had the same exact problem. I have a Dell with an embedded card (M1330) - Verizon Tech Support was no help. I logged into my account and changd the ESN number by ONE digit (the last digit). I waited 10 minutes since it takes about that long for it to take effect. I then went in and changed the ESN back to the one for my card. This reset it and all works fine now. (I had no choice - VZ tech support closes after 11)
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cp2k
EVDO Fledgling


Joined: 12 Apr 2008
Posts: 12

PostPosted: Tue Jul 08, 2008 8:08 am    Post subject: Reply with quote

I had the same thing occur with my 150 after a firmware update, finally got a new modem out of them and for that reason I never install the updates now.... one thing I've found that will work for the invalid username/password is to just go to Activate in VZAccessManager and reactivate the modem. That's happened dozens of times to me, and it fixed that problem for me at least w/o having to go through the phone thing with Verizon every time.
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jakalgeist
EVDO Newbie


Joined: 08 Jul 2008
Posts: 1

PostPosted: Tue Jul 08, 2008 12:40 pm    Post subject: Experiencing RAS Error 691... Reply with quote

The Verizon tech asked me to do a few tasks that did not help. But here's what did work:

The Verizon Tech re-associated the ESN with the phone number
He noticed that "National Access Roaming" [feature 71774] was not on the account but was automatically added upon re-associating the ESN to the "phone number". That appears to be the only thing that changed in the account and after activation the error is no longer occurring.

Here are a few things that did NOT work but the tech had me do anyway:
Ctrl+D
Enter Password: diagvzw
[Gives random diagnostic options - unused]

Ctrl+T
Brings up a prompt box called: QuickLink Mobile Datacomm Sierra Wireless
The tech had me enter
AT$QCMIPEP=1
AT$QCMIP=1


This was an Integrated EVDO card in a Lenovo X60 running Server 2008 SP1
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dlaw7846
EVDO Newbie


Joined: 21 Jul 2008
Posts: 1

PostPosted: Mon Jul 21, 2008 10:37 am    Post subject: Verizon RAS Error 691 Reply with quote

I, too, am receiving the error message The connection was denied because the username and/or password you specified is invalid. Activation under the Option menu did not fix the issue.

Any other suggestions would be greatly appreciated.
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kay0007
EVDO Newbie


Joined: 06 Feb 2006
Posts: 6

PostPosted: Mon Jul 21, 2008 8:23 pm    Post subject: Reply with quote

I also was receiving the error message ("RAS Error 691 - Access was denied because the username ...") on one of my verizon USB720 cards.

I called Verizon and spoke with a knowledgable front line tech. He had me remove the card, close VZAccess manager, and he reset my account (I think he deleted it and recreated it).

I put my card back in and open VZAcess manager. The card updated and worked. It took less than five minutes.
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NEWind
EVDO Newbie


Joined: 01 Sep 2008
Posts: 1

PostPosted: Mon Sep 01, 2008 2:41 pm    Post subject: RAS Error 691 Reply with quote

I too own the UM150 data card. For the past month whenever I try to use it I have received the message: RAS Error 691 - Access was denied because the username and/or password was invalid on the domain. Error QA920". I spoke with Verizon for 40 minutes in early August to no avail. I called back yesterday. After 2 long hours and many attempts to walk me through "fixes", they were willing to escalate "my problem" to the next level. Within 4 minutes at the next level (an outside source whom they identified as the NRB, National Repair Bureau), I was back on line! Upon my questioning what they had done, I was told they reset the DMU keys.

I hope this information helps anyone with the same problem. Don't give up, persevere and insist they get you back on line - immediately.
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jhoffman
EVDO Newbie


Joined: 21 Oct 2008
Posts: 1

PostPosted: Tue Oct 21, 2008 11:28 am    Post subject: RAS Error 691 Reply with quote

My UM150 card was giving the RAS Error 691 a couple of times before connecting. Once connected, the modem would disconect after a while.

A Verizon Tech Support call is required to resolve the issue. Verizon stated that the IP address on the modem had somehow changed from a mobile ip address to a simple ip address. Verizon made a change on their end, then had me activate the card.

Works fine now. However it required 3 calls to tech support. Don't let them send a new modem, they need to modify the account on their end before the problem is fixed.

Good luck!!
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zoot13
EVDO Newbie


Joined: 29 Dec 2008
Posts: 1

PostPosted: Mon Dec 29, 2008 8:10 am    Post subject: Verizon Broadband Invalid Username PW Error Fix after Rev A Reply with quote

Gents,
Nothing new here but I would like to summarize the complete fix for the post rev A constant disconnects and trouble logging on with multiple invalid username or pw errors. As ealier posts stated it all has to do with a problem on Verizon's end with the ESN's. The ESN needs to be reset across the network. The good news is you can fix it yourself without ever calling Verizon. I validated the fix with all four broadband devices we have and all are working 100%.

Log on to your verizon account and navigate to the customer service tab, then to activate equipment. You will see a box to select the number associated with the device. Choose the number and type in a different 11 digit esn, (I used one number off my orinigal esn and that worked). Once it accepts the new esn, wait a few minutes then type in your original ESN. Wait 5-10 minutes for replication across the network and you will be up and running.

I suppose you could call Verizon and get them to do it, but at least the first and second teir help is unable to admit it works are unaware of the simple fix.
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verizonrocks
EVDO Junkie


Joined: 12 Dec 2008
Posts: 181

PostPosted: Mon Dec 29, 2008 11:45 am    Post subject: Re: Verizon Broadband Invalid Username PW Error Fix after Re Reply with quote

zoot13 wrote:
Gents,
Nothing new here but I would like to summarize the complete fix for the post rev A constant disconnects and trouble logging on with multiple invalid username or pw errors. As ealier posts stated it all has to do with a problem on Verizon's end with the ESN's. The ESN needs to be reset across the network. The good news is you can fix it yourself without ever calling Verizon. I validated the fix with all four broadband devices we have and all are working 100%.

Log on to your verizon account and navigate to the customer service tab, then to activate equipment. You will see a box to select the number associated with the device. Choose the number and type in a different 11 digit esn, (I used one number off my orinigal esn and that worked). Once it accepts the new esn, wait a few minutes then type in your original ESN. Wait 5-10 minutes for replication across the network and you will be up and running.

I suppose you could call Verizon and get them to do it, but at least the first and second teir help is unable to admit it works are unaware of the simple fix.


I used to work for Verizon Wireless and yes the solution you mentioned is a fix. That is all level 2 data tech support does when they create a trouble ticket. They are removing you from the switch and placing you back in. If a verizon wireless rep has access to MARS they can do it themselves by deleting you account out of the switch and re-adding you to the switch.
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barticus73
EVDO Fledgling


Joined: 11 Jul 2007
Posts: 24

PostPosted: Thu Jan 01, 2009 10:05 am    Post subject: Reply with quote

I'm having a similar problem and was wondering if i should try the solution listed above. I use a USB-720 modem connected to an XP desktop. I then use ICS to share the network connection with a second xp desktop and a laptop using xp that connects wireless through an access point. This has been working great for over a year now. As of three days ago, whenever i use the internet from any computer, it randomly disconnects. Sometimes it lasts for 5 minutes, maybe up to 15 but then just drops. Signal strenth is normally full bars and around -65(Rev A). I can press connect again and and has no problem reconnecting but then just drops out. Previously it would stay on for hours at a time with no drops at all. Any ideas? Thanx
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