Yes Connect FAQ

Windows version: 1.4.1.28 Mac version: 1.4.1.30 (Mac OS 10.5.8 support in beta)

Installation
1. What is Connect?
Yes Connect (formerly known as 4G Network Manager) is free software that allows you to connect to our 4G network and the internet using the Yes Go USB dongle.

2. What operating systems are supported for the Yes Go dongle?

Currently, the Yes Connect and the Go dongle run on: Windows XP Service Pack 3 (or SP3) Windows Vista (all versions) Windows 7 (all versions) Mac OS 10.6.X Mac OS 10.5.8 (Intel only)

3. I have P1 Wimax Connection Manager (CM) installed. Will that be a problem?

Yes. You must uninstall the P1 Wimax CM first and restart when requested to ensure that the Yes Go software installs properly. You may then proceed with the installation of the Connect included on your Yes Go dongle (you may need to launch it manually if it does not automatically launch). Note: If you're using a Mac, you'll need the original P1 Wimax CD-ROM to fully uninstall the application.

4. My computer did not detect the Go dongle.

Please check that the USB port is working and sufficiently powered. If the red LED on the Go dongle does not light up, please try on a different USB port or another computer. For this reason, we strongly recommend that you plug the Go directly in to your computer, rather than to an external USB hub.

5. My computer immediately shuts down when I insert the Go.

The USB port may be faulty. Please try a different USB port.

6. My computer did not detect the Go immediately.

It may take a bit of time for the PC to detect the Go, depending on the computer performance. Some ports may have problems detecting the Go dongle if it is inserted very firmly into the USB port. If this is the case, slowly reinsert the Go dongle and immediately stop when it cannot proceed anymore. If it still takes too long, and especially if you do not see the red LED lighted up on the Go, please see question 4, above.

7. The installer did not automatically launch.

Sometimes, depending on your operating system and the auto-launch configuration in Windows, the Connect installer may not launch automatically. In these cases, Windows operating systems and Mac OS X will generally detect the Go as a CD-ROM drive. In this case, if you have an internet connection, we strongly recommend that you download and install the latest version of Yes Connect from our website at www.yes.my/support. If you do not have an internet connection available, it is still possible to install the Yes connection manager software from the dongle. However, installing via the process below will NOT allow the software to auto-update in the future. Therefore, at the end of the process, we recommend that you download and install the latest version of Yes Connect from our website at www.yes.my/support after getting online. Heres how to proceed: Windows XP: find the Connect CD-ROM device in Windows Explorer. Doubleclicking on the device icon will either: 2

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Run the installer (in which case, just proceed with installation), or Open the contents of the Connect CD-ROM. If this happens, double-click on the Connect Installer icon to start the installation. Once you get online, visit www.yes.my/support to download the latest version of Yes Connect. After downloading, but before installing, disconnect from Yes 4G and uninstall your current version of the connection manager (Start > Programs > Yes > Uninstall 4G Network Manager). Restart your computer. Find the new installer you downloaded, and run the installer to install the latest version of Yes Connect.

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For Windows 7 or Windows Vista, the AutoPlay dialog will pop up, asking if you want to run the installer. If the AutoPlay dialog does not pop up, double-click on the CD-ROM device to launch the AutoPlay options and choose to run the Connect Installer. If the AutoPlay option did not start, it should open the contents of the Connect CD-ROM; launch the Connect Installer to start the installation. o Once you get online, visit www.yes.my/support to download the latest version of Yes Connect. o After downloading, but before installing, disconnect from Yes 4G and uninstall your current version of the connection manager (Start > Programs > Yes > Uninstall 4G Network Manager). o o Restart your computer. Find the new installer you downloaded, and run the installer to install the latest version of Yes Connect.

In Mac OS X, there is no autorun option. Double-click to open the CD-ROM and launch the Connect Installer package.

8. I get a command prompt window when I try to install using the autoplay options.
It is normal for a minimized command prompt window to launch for a few seconds. If this command prompt comes up maximized and does not close after two minutes, you will need to close the command prompt window and run the installer manually (see question 7). This issue occurs most frequently on Windows Vista Starter, Vista Home Basic and Vista Home Premium. 3

9. Windows asks for permission to run the installer. What do I do?

This is normal; please give permission and proceed.

10. I get an error message dialog when I try to run the installer or the batch (.bat) files.
This typically occurs when the installation is blocked by the resident antivirus or firewall on Windows. You will need to disable your protection to proceed. If that is not possible (usually on office machines where you may not have administrator rights), please try to copy (or download) the installer from the Connect Installer CD-ROM to the desktop and run the installer from there. More specifically, if you have Symantec End Protection, a setting disables executables running from USB or CD-ROM devices. You can perform the copyto-desktop solution mentioned above, or insert a USB drive into the system first, and only then insert the Go. (This alternative solution does not always work.)

11. When I try to install using the auto-play options, I encountered an error message -5001 : 0x8007002. What is this?
This Windows error means that the installer did not copy its installation file successfully into your computer in the beginning. Follow these steps to solve the problem: 1. Run Task Manager by right-clicking on the Windows task bar and choosing "Task Manager." 2. In the "Processes" tab, select "Connect Installer.exe" (if you see it) and click on the button "End Process." 3. On your keyboard, press the Windows key and the R key at the same time. 4. In the Run dialog box, type %temp% and click OK. 5. The temporary folder will be shown. 6. Locate the file "Connect_Installer.exe" and delete it. 7. Installation via AutoPlay should run fine after this.

If you encounter the same error during autoplay after performing these steps, it is possible that the software on your Go dongle is faulty. Kindly contact Yes Care or visit our main retail offices to help resolve this issue. Installation via AutoPlay should run fine after this. If you encounter the same error during autoplay after performing these steps, it is possible that your Go dongle is corrupted. Kindly contact Yes Care or visit our main retail offices to help resolve this issue.

8. My computer encountered a Blue Screen of Death, and I think its related to installation of Connect.
This may occur on a Windows XP SP2 machine or lower. These operating system versions are not supported. To resolve this, you will need to upgrade to Windows XP SP3. The SP3 pack can be still be downloaded from Microsoft without the need for authentication. Please know that this file size is large, at approximately 316MB. Please contact Yes Customer Care (yescare@yes.my) if the Blue Screen of Death occurs on an operating system other than Windows XP SP2 or lower.

9. The installation progress bar is stuck at approximately 70% for more than 5 minutes. What happened?
This can occur when a previous installation has not been cleanly removed, if, for example, you uninstalled 4G Connection Manager and tried to install without restarting. This can also occur if you uninstalled P1s Connection Manager and tried to install Connect without restarting. You will need to: a. Cancel the installer via task manager (Ctrl+Alt+Del). b. Restart the computer. c. Reinsert the Go. i. ii. If the Connect Installer starts, and the option to remove Connect is shown, choose uninstall. If the Connect installer starts, and there is no option to remove it, continue with the installation. 5

iii. iv. v.

If the Connect did not start, attempt to uninstall using the Uninstall options in the Programs Menu. Reboot the PC when requested. If uninstallation is unsuccessful, you will need to run the 4G Network Manager driver clean-up tools. Here's how: a. Download our Connect clean-up tools at (right-click on the link and select Save As... or Save File): http://updates.yes.my/downloads/windows/Cleanuptool.exe b. Double click on the downloaded file. There will be some windows asking for permission to install and run. Say yes to all. You will then see some command prompt windows. When they close automatically the cleanup process is over. c. Restart your computer (this step is important!). d. Download the latest version of Connect for Windows from www.yes.my/support. e. Plug in your Go dongle, but DO NOT install the software included on the dongle. f. Instead, run installer for Connect for Windows that you just downloaded from the web.

10. When I launch Connect immediately after the installation, Connect starts, but the message Please Insert the Go is shown.
This tends to occur on slower machines; please wait 2-3 minutes while the drivers install for the first time. If the problem still doesnt resolve, unplug the Go and re-insert it into the USB port. If the problem still doesnt resolve, try restarting your computer and launching Connect again. If neither of these options works, you will need to use the Cleanuptools process (see item 9 above) and reinstall Connect.

11. The installer tries to run again when I insert the Go into my USB port, even though I have installed it before. Whats happening?
This indicates a botched installation, which typically occurs if the Go was removed or not inserted during the installation, or the Go drivers were not completely installed.

Continue with the installation to repair or completely install Connect, and avoid disconnecting the Go during the process.

Running Connect
1. I dont have a Yes ID. How do I get one?
Please visit http://www.yes.my to register for a Yes ID. Or simply click Dont have a Yes ID? link below the Yes ID field when you are in a location with network coverage and you will be logged in as Guest and we will open the registration page on your web browser. From there onwards, simply follow the steps in the portal to get your Yes ID.

2. Ive just completed installing Connect and launched it, but it just shows the message Please Insert the Go.
Windows will automatically install the Go dongle drivers after a few short seconds. If you have waited for more than a minute, please remove the Go dongle and insert it back into the USB port. Windows will detect the Go dongle again and automatically install the Go dongle drivers.

3. I cant log in and get an error message that says: Unable to connect.
The signal strength may be low, or you may be in an area where there is a lot of network interference. Please try clicking on Connect to try again. If after three attempts and it is still not working, try going to another location.

4. Im using a Mac, and after connecting successfully using Connect, I cannot surf the web.
To solve this, you will need to launch Network Preferences. Click on System Preference and choose Network. Mac OS X will automatically set up the Go. Click Apply and close the window. Restart Connect. This occurs only on certain models of Mac computers.

5. Connect does not launch when I start up my computer.

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This may occur on Windows Vista and Windows 7. User Account Control needs to be turned off for Connect to launch from Startup: 1. Open up Control Panel. Ensure it is in Control Panel Home view. This can be set on the top left of the Control Panel window. 2. Select User Accounts. 3. Click on User Accounts again. 4. On Windows Vista, select Turn User Account Control on or off. On Windows 7, select Change User Accont Control settings. 5. On Vista, uncheck User User Account Control (UAC) and press OK. On Windows 7, set the settings to the lowest, which turns off User Account Control. 6. You will need to restart your PC to completely set the changes.

6. How do I update Connect?

When there is an update, Connect automatically detects the new version, downloads it in the background and informs you when it is ready to be installed. Simply click OK and wait for the installation to complete. Installation takes about 3 to 5 minutes and is done in the background. Once installation is completed, the software will relaunch.

7. When Connect launches when I start up my computer, I get a really long red message about an unpleasant error occurring.
Restart Connect. The error message is telling you that the Connect application has started before the Connect background service has started. If problem persist, uninstall the software and run the cleanup tool (see item 9, under Installation on how to use the cleanup tool) and reinstall Connect.

8. Connect does not automatically connect when resuming from standby or hibernation.
Make sure you have checked Automatically sign in option. If the automatic resumption did not work, it may be because you are in an area with poor network coverage.

9. How do I see my current 4G Internet speed via Connect?

When Connect is focused, hover over the signal bars (top right corner) for a short while for Connect to show your current upload speed, download speed, and online time. 8

10. After connecting successfully, I cant view my log-in details, only a smaller Connect window with a red Disconnect button.
Connect has collapsed to take up less space on your screen. Click on the bar with the words Yes ID and password to expand Connect and view your log-in details.

11. Im running Windows, and I clicked on the Connect close button but Connect is still running.
Connect will minimize to the system tray (by default, this is located on the bottom right corner of the Windows desktop, just to the left of the clock). To exit, right click on Connect icon and select Exit.

12. I disabled all my wireless settings, but my internet via Connect still works.
This is because Connect identifies itself as a LAN adapter, not a wireless adapter. You would need to adjust your LAN settings.

13. In Windows, I somehow moved Connect out of my monitor range, and I cant move it back anymore.
You need to find and delete a file called screenpos.txt. Close Connect via task manager (Ctrl+Alt+Del, then End Process). On windows XP, screenpos.txt is located in C:\Documents and Settings\<username>\Application Data\Yes\Connect folder. On Windows Vista or 7, screenpos.txt is located in the C:\Users\<username>\Appdata\Roaming\Yes\Connect folder. Delete screenpos.txt. Restart Connect.