If your CLEAR Stick is still unresponsive and you cannot get to the Administrative Area of the device, take the
following steps:
1.
Remove the CLEAR Stick from your computer’s USB port
2.
Wait 5 seconds
3.
Reinsert the CLEAR Stick into your computer’s USB port WHILE PRESSING AN D HOLDING THE RESET
BUTTON LOCATED ON THE BACK OF THE DEVICE
4.
When the Status LED illuminates
Amber
release the RESET button
5.
Wait for the CLEAR Stick to boot up and connect to CLEAR 4G, then attempt to browse the Internet
If this does not resolve the problem, contact CLEAR Customer Support at clear.com/support or by calling
877-956-4056.
A small percentage of Windows® 7 and Vista users will experience a problem where the CLEAR Stick Atlas
appears to be properly installed and working, but the user cannot access the Internet or pass IP traffic.
Known Microsoft Issue
Microsoft has documented two issues with their products where a USB RNDIS device, such as the CLEAR Stick
Atlas, will stop communicating with the host computer when running Windows® 7, Vista and some server
operating systems. Microsoft has published two “Hotfixes” that resolve these problems.
How to Recognize the Known Microsoft Issues
Before you attempt to resolve an issue, it is very important to be certain that you are experiencing the actual,
documented problem. Fortunately, it’s very easy to know for sure. Carefully read the following questions. If
you answer “YES” to ALL of these questions then you do have the known Microsoft problem and CLEAR
recommends that you install the “Hotfixes” available on the Microsoft Customer Support website using the
links provided below. Note: do not install these hotfixes unless you answer “YES” to ALL questions. If you
have questions or concerns regarding the hotfixes, please contact Microsoft Corporation.
Confirmation of the known Microsoft RNDIS issues
1.
Is your CLEAR Stick Atlas installed in your computer’s USB port?
2.
Is the single, Status LED on and solid Green?
3.
Are one or more Signal Strength LEDs on and solid Blue?
4.
Are unable to access Internet websites such as CLEAR.com and others?
5.
Are you running Microsoft Windows® 7 or Vista on your computer?
6.
Follow the instructions titled “
Confirmation Step #1
” below, do you see a “Yellow Bang” next to the
RNDIS device listed in Device Manager?
7.
Follow the instructions titled “
Confirmation Step #2
” below, do you see the following message in the
“Device Status”:
The device is not working properly because Windows cannot load the drivers required for
the device (Code 31)
If you answered “YES” to all seven of the preceding questions you are experiencing the known Microsoft
RNDIS issue. Please proceed by installing the two Microsoft Hotfixes located at the following links (Note:
some users experience difficulty downloading the hotfixes. If you have trouble, please see the instructions
below titled
“What to do if you have trouble downloading the Microsoft Hotfixes.”
)
Microsoft “Hotfixes”:
http://support.microsoft.com/kb/2477042
http://support.microsoft.com/kb/2471472
Troubleshooting (continued)
How to Recognize and Resolve the Known Microsoft RNDIS Issue
Affecting Some Windows® 7 and Vista Users
15
