Support
FAQ & Troubleshooting
General Question
Below is a list of general questions and trobleshooting issues.
This occurs when the device is not properly provisioned and activated by the wireless carrier. Please contact your wireless carrier to ensure the device is properly activated and provisioned.
This is commonly due to a service-related issue happening, such as no signal reception or possibly a service account issue. Please contact the wireless carrier for service coverage information and to ensure the data/service account is active.
Ensure that you press and hold the power button for more than 2 seconds. If the device still does not power on, try performing a power reset by making sure the hotspot is unplugged and then removing the battery for a few moments.
Wi-Fi and admin passwords can be located on the device display by quickly pressing the power button.
Ensure that your device is connected to your computer and then open a web browser page. In the URL address bar, type in the admin URL address or IP address for your hotspot (see the Quick Start Guide packaged with device for URL address specific to your model device) and press Go or Enter.
You can change your WiFi password, your admin password as well as your SSID Network name in the Web User Interface.
Slow or dropped connections can be due to poor signal reception. Check coverage availability in your location.
SIM error messages typically indicate that the SIM card is not provisioned. Please contact your wireless carrier for help with this. Also, check to ensure that the SIM card is installed properly in the SIM card slot and that it is not damaged or dirty.
Possibly the VPN Passthrough Mode feature is disabled. To check the setting, log onto the web user interface for your device and ensure the VPN Passthrough Mode feature is enabled under the “Settings” tab and then “Advanced Router” screen.
Active connection time, number of devices connected to your hotspot, network, signal strength, temperature are common factors that can contribute to how fast your battery discharges. It is normal for batteries to gradually wear down and require longer charging time.
Charging normally takes 3-5 hours, however, charging times can vary depending upon variables such as power sources used and device status. Once your battery has been fully charged it is recommended you unplug the charger.
Your mobile device is equipped to support running without a battery while plugged in. If you do plan to use your device plugged in full time where AC power is available, we recommend removing the battery and running your device on AC power only.
Always protect your device from environmental conditions. Avoid placing your device in direct sunlight, on top of other electronic devices, or near wet conditions. If storing your mobile device for a long period, it is recommended you remove the battery. Once the battery has a full charge it is recommended to unplug the charger.
Franklin Wireless stands by our products and offers a 1-Year (12 Month) Limited Warranty on all Devices and Parts from the date of purchase. Please review the Manufacturer's Warranty.
1) Be sure to review all FAQs to troubleshoot your device(s) or part(s).
2) If you still have issues call toll-free 1 (800) 959-3558 (Monday - Friday, 9:00 AM - 6:00 PM PST) or email customer support.
3) If you still have not resolved your issue. Submit a RMA (Return Merchandise Approval) to confirm if your product(s) are under warranty and eligible for repair, exchange, or replacement.
Contact Franklin Access For Other Questions
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