Tango Installer Frequently Asked Questions (FAQs)

1. How to troubleshoot and report issues with Tango Installer
2. Where do I go for support for Tango Installer?
3. Does tango Manager require any special Windows versions or Service Packs?
4. Tango Installer stops during Qualification of Windows XP service pack 1
5. Tango Installer causes Internet Explorer to get Invalid Operation errors
6. Error E0301 - Failed to discover Modem during Four Layer Test
7. How to tell if your 5200 is a bridge or a router
8. Error: E1005: The connection to your ISP has failed. Make sure your Login Name is correct
9. Tango Installer reboots or crashes when ZoneAlarm is loaded
10. Will Tango Installer work over Windows 2003 server?
11. What is the latest release for Tango Installer?

Q: How to troubleshoot and get help with Tango Installer

A: The Tango Installer is always customized by your Service Provider. However there are some common features that can be used to solving problems with your installation. We suggest breaking it into the following steps:

• Did the Installer pass the Qualification window? This is where the system is checked for basic memory, hard disk, and networking resources.
• Did the Installer successfully install any connection-related software, like Tango Access?
  • If so, were you able to make a connection into the network?
  • If not, write down the error you recieved and optionally take a snapshot and save using Windows Paintbrush.
• Did the Installer finish successfully?
  • If not, save the Installer report to your desktop and email to your helpdesk.
• After rebooting, were you still able to connect into the network?
  • If not, check the Tango Access FAQ on how to take a report and send to your helpdesk.
• After connecting, are you able to use your browser?
  • If not, check the Tango Manager FAQ and take a report.

Please send a detailed of the problem to your Siemens representative .

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Where do I go for support for Tango Installer?

A: For technical support, end-users should contact their Internet Service Provider who supplied the software. Technical support is only available to primary resellers and ISPs who have a support contract directly with Siemens. If you're experiencing problems, you can follow these steps in troubleshooting Tango Installer:

1. Read the Frequently Asked Questions (FAQ) (either from your ISP or here), and search on the error text or problem description.
2. Make sure you have the latest version. Tango Installer is highly customized by your service provider. They may have a later version on their support site.

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Q: Does tango Installer require any special Windows versions or Service Packs?

A: tango Installer supports all known Windows versions, with the exception of the latest Windows XP service pack 1. In those cases, the Qualification will report an "Unsupported Service Pack" error.

If you already have those service pack installed, you will not be able to use Tango Installer to qualify and test your system's connection. Follow the next step to install Tango Manager and/or your USB modem drivers.

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Q: Tango Installer stops during Qualification of Windows XP service pack 1

A: Tango Installer version 1.0 was released before Microsoft shipped this service pack. For this reason, the Installer will not support the XP service pack 1. It will fail during the Qualification phase with an "Unknown Operating System" error. Versions 1.1 and later will support XP service pack 1.

It is possible to install Tango Manager or EnterNet directly from the Tango Installer cd without running the Tango Installer. Follow these directions depending on the type of modem interface:

• Efficient Networks 5200 or 5667 modems or other modems using the Ethernet Interface:

No additional drivers are added by the Tango Installer for the Ethernet interface. If you would like to connect your DSL modem to your computer using the modem's Ethernet interface, you must have an Ethernet adapter already installed in your computer before running the Tango Installer software. Please see the documentation from your Ethernet adapter vendor for driver installation instructions.

• Efficient Networks 5200 modems using the USB Interface: You will need to install the USB drivers for this modem. There are two approaches to do this:
• If you have Internet access, download and run this file to prepare the USB drivers. Then jump to Step 7.
• If you do not have Internet access, follow these steps before installing your USB cable
  1. Place the Tango Installer cd into your cd drive and note the Drive letter of the CD drive..
  2. Start a DOS prompt and follow steps #3 through #6.
  3. Create a directory using the MD \ENI command.
  4. Change to the ENI directory using the CD \ENI command.
  5. Copy the Tango Installer USB drivers from the CD drive. In this example, the CD drive is F:
  6. Rename the Tango EFN files to the Windows standard INF files
  7. Remove the Tango Installer cd and plug in your USB cable to the DSL modem.
  8. The Found New Hardware wizard will start automatically. Choose the Install from a Specific Location option
  9. On the Search for the best driver field, de-select the Search removable media and select "Include this location in the search".
  10. Click Browse to select the folder at C:\ENI. Click OK to continue.
  11. Click Next to allow the drivers to be installed.
  12. A Windows logo testing warning will be presented. Click Continue Anyway.
  13. Click Finish when the hardware Wizard is completed. At this point the modem should be working correctly. If not, check the drivers to ensure that they were installed correctly.

• Efficient Networks 5667 modems using the USB Interface: You will need to install the USB drivers for this modem. There are two approaches to do this:
• If you have Internet access, download and run this file to copy over your USB drivers. Then jump to Step 7.
• If you do not have Internet access, follow these steps before installing your USB cable
  1. Place the Tango Installer cd into your cd drive and note the Drive letter of the CD drive..
  2. Start a DOS prompt and follow steps #3 through #6.
  3. Create a directory using the MD \ENI command.
  4. Change to the ENI directory using the CD \ENI command.
  5. Copy the Tango Installer USB drivers from the CD drive. In this example, the CD drive is F:
  6. Rename the Tango EFN files to the Windows standard INF files
  7. Remove the Tango Installer cd and plug in your USB cable to the DSL modem.
  8. The Found New Hardware wizard for the USB Virtual Bus Adapter will start automatically. Choose the Install from a Specific Location option
  9. On the Search for the best driver field, de-select the Search removable media and select "Include this location in the search".
  10. Click Browse to select the folder at C:\ENI. Click OK to continue.
  11. Click Next to allow the drivers to be installed.
  12. The Found New Hardware wizard for the USB/Ethernet ADSL Modem will also start. Choose the Install from a Specific Location option.
  13. On the Search for the best driver field, de-select the Search removable media and select "Include this location in the search".
  14. Click Browse to select the folder at C:\ENI. Click OK to continue.
  15. Click Next to allow the drivers to be installed.
  16. A Windows logo testing warning will be presented. Click Continue Anyway.
  17. Click Finish when the hardware Wizard is completed. At this point the modem should be working correctly. If not, check the drivers to ensure that they were installed correctly.

• If the Efficient Networks EnterNet software is required for your DSL Connection:
  1. Place the Tango Installer cd into your cd drive and open with your Windows Explorer.
  2. Locate the file \Applications\EnterNet\Setup.exe. Double-click to execute.
  3. The EnterNet application will be installed silently. When completed, you will be prompted to reboot. Click OK. After your computer restarts, the EnterNet installation will be completed

• If the Efficient Networks Tango Manager software is required for your DSL Connection:
  1. Place the Tango Installer cd into your cd drive and open with your Windows Explorer.
  2. Locate the file \Applications\TangoManager\Setup.exe. Double-click to execute.
  3. The TangoManager application will be installed silently. When completed, you will be prompted to reboot. Click OK. After your computer restarts, the Tango Manager installation will be completed.

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Q: Error: E0301 - Failed to discover Modem during Four Layer Test

A: This error only means that the Tango Installer was unable to "manage" the modem, and it is not necessarily critical. If the modem's display lights show that the Power, DSL link, and Ethernet or Usb signal is active, then you should be able to skip past this error. The data transfer abilities of the modem are not exercised in this test.

Currently, Tango Installer version 1.1 will stop when this error is detected and require canceling the Installer, and optionally installing the Tango Management software separately.

Future versions of Tango Installer will display a prompt to check the LED displays, and if not correct, verify that the cable settings are in place. After retrying the operation, the Next button will appear enabling you to skip this test. You should be able to proceed with a successful install if the correct LED displays are active, regardless if it fails the Modem Management test.

There are a few reasons why this error will occur during the Tango Installer Modem Management screen:

• If the modem is not an Efficient Networks supported modem, Tango Installer will not detect the modem.
• If the modem is not connected between the DSL wall jack and the System with the correct Ethernet or USB cable, Tango Installer will not detect the modem.
• If the modem is a 5x00 series modem connected by a USB cable, you will need to have the USB drivers loaded, with an active IP address to detect it. If the USB LED isn't green after installing, the system may require rebooting. Normally an IP address will be assigned by the modem to the USB adapter's TCP component after rebooting from Tango Installer. If not, follow the instructions in the next paragraph to obtain an IP address.
• If the modem is a 5x00 series modem connected by an ethernet cable, and the Enet led isn't green after installing, check the device manager for errors on the ethernet adapter.
• Search for the file DSLXIOapi32.log in the Windows directory. Check for the following errors near the end of this file:
  • Initialize: Load FAILED - Service L2XPSR9X. This error means that the L2xpsr9x vxd is already loaded by some other software, most likely Tango Manager. Make sure that the Tango Manager application is not running in the system tray when you run the Tango Installer a second time.
  • If the log displays error 1222, it means that the ethernet or usb device driver has not been assigned an IP address. The device driver has a TCP/IP protocol associated with it, with a private IP address (usually either 10.0.0.x or 169.x.x.x) to communicate with the modem. If the device's TCP/IP protocol has no IP address (ie 0.0.0.0), the modem will not respond to commands from the Tango Installer.
  • If the log displays errors of 10047 on Windows 98 systems, then your Windows Networking components may have become corrupted. Follow these instructions to recover.

   

How to troubleshoot the problem:

1. Close the Tango Installer by clicking Cancel, and click Yes to restart from the current screen.
2. Verify that either the USB or Ethernet LED is active. If not, the USB or ethernet drivers may not be loaded. You may need to reboot the system to reload the USB drivers. After rebooting, verify that the Device Manager shows no errors for the Network adapters:
   • For 5x00 modems in bridged mode:
1. From a DOS command prompt, type IPCONFIG /all |more. Verify that the USB or Ethernet adapter is displayed with an active TCP protocol with an IP address.
2. If no address is present, use the Control Panel -> Network properties to assign a static address to the TCP protocol for the ethernet or Speedstream Ethernet USB adapter. You may need to reboot after changing the addressing on Windows 9x or Me operating systems. Suggested addresses to assign are:

   IP Address: 192.168.0.45

   Subnet Mask: 255.255.0.0

• For 5200 modems in router mode:
1. From a DOS command prompt, type IPCONFIG /all |more. Verify that the USB or Ethernet adapter is displayed with an active TCP protocol with an IP address.
2. If not, type IPCONFIG /renew from the DOS command prompt.
3. From a DOS command prompt, PING the IP address for the gateway - PING 192.168.254.254

Checklist for troubleshooting this error:

1. Note any relevant error messages returned from the Installer.
2. Did the Installer assign an IP address to the TCP protocol for the Ethernet or Speedstream Ethernet USB Adapter?
3. Did any errors show in the Device Manager for the Ethernet or Speedstream Ethernet USB Adapters?
4. Does the USB or Ethernet LED display as green on the modem?
5. Note whether the Tango Installer requested a reboot after installing the USB drivers.
6. Note the Windows Operating System and version
7. Gather the following files:
   • SSPPPoE.log in the C:\ folder
   • Dslxioapi32.log in the Windows folder
   • Enimini.log in the Windows folder

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A: The 5200 can be configured in bridge (ethernet to DSL) or router (IP address to DSL router IP address) mode, depending on the firmware that's installed. Usually your ISP will ship the modem in bridge mode. If your browser can connect to the 5200 using address 192.168.254.254, then it is set for router mode. If not, then it's probably set for bridge mode.

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Error: E1005: The connection to your ISP has failed. Make sure your Login Name is correct

Description: Tango Installer, versions 1.1 and earlier, can run into a problem when two ethernet adapters are configured on the same machine, or an ethernet adapter and a USB adapter is being installed. This has been found to happen on Windows 98 and Me systems mostly. In these cases, the Installer may fail to recognize the correct adapter, and the Network server won't be reachable. Although the error message may say "Make sure you have entered the Logon Name and Password correctly", you will not be able to connect using the Installer. This problem is fixed in versions 1.2 and later.

Solution: Exit the Tango Installer, reboot the system, and start the Tango Manager. Create a new profile, select the correct adapter from the scroll list if presented, and the connection should occur.

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Error: Tango Installer reboots or crashes when ZoneAlarm is loaded

A: The 3.x version of ZoneAlarm has been found to cause Tango Installer to reboot in some cases on Windows 98 systems. We are working on a resolution for this problem.

To get around this problem, you will need to uninstall the ZoneAlarm software, and then reinstall it after the Tango Installer is completed.

If you are discovering this problem and the system is in a constant reboot state, simply remove the Tango Installer cd-rom before reloading the system. Then you can uninstall the ZoneAlarm software and continue with the Tango Installer.

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Q: Will Tango Installer run over Windows 2003 server?

A: Tango Installer will install correctly over Windows 2003. It will not identify the Windows Operating System accurately in the Full Report option, however. It will also not install the Efficient Networks Speedstream USB drivers, since they are not supported yet on Windows 2003.

Tango Installer will install the Tango Manager application correctly, however there are a few issues with Tango Manager running on Windows 2003.

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Q: What is the latest release for Tango Installer?

A: Tango Installer has been updated to version 2.1. Main enhancements include support for new Siemens 5x and 6x modems and routers, support for 6x Wireless routers, and several improvements in the code.

Since Tango Installer is a customized product, you will need to request updates via Product Management. The latest Release Notes are available here.

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