Troubleshooting Sprint Mobile Broadband USB Modem by Novatel Wireless
TM
(Ovation
TM
U727)
If you are unable to resolve your issue using the Troubleshooting steps below, please
contact Sprint Customer Service at 1-800-927-2199 (Business users) or 1-888-715-4588
(Personal users) for assistance.
1. The Sprint Mobile Broadband does not detect the Novatel Wireless Ovation U727.
There are several reasons why this behavior may occur:
• Ovation U727 is not fully inserted into the USB port
Ovation U727 must be fully plugged into the computer’s USB port in order for the
drivers to be installed and for the system to recognize the USB modem.
• If the device is plugged in, then proceed with the following.
If necessary, remove and the reinsert Ovation U727 into the USB port.
If the device still is not recognized, remove Ovation U727 and reboot the c omputer.
Once the computer is booted up, reinsert Ovation U727.
• The Ovation U727 drivers are not installed or are incorrectly installed.
Proceed by doing a clean removal and reinstallation of the most current Software.
Remove the device from the USB port
Uninstall Sprint Connection Manager or Sprint Mobile Broadband
WINDOWS: Add/Remove Programs
o On the c omputer, click on Start, Settings and then Control Panel.
o Double cl ick on the Add/Remove Programs icon.
o Click to s elect Sprint Connection Manager or Sprint Mobile Broadband
(Novatel Wireless) from the list of installed programs.
o Click on Remove or Change.
o Once t he installer window appears, click Next if no options appear.
o From the option screen, click to select Remove from the list and then click Next.
o If prompt ed to Confirm Uninstall, click OK.
o If necess ary, click on Remove and then Finish.
o Also check i n Add or Remove Programs if you have an entry named Mobile
Broadband Drivers. If you have this entry, please Remove this as well.
o Once t he uninstall is complete, click on Restart or select Yes on the prompt to
restart. If not prompted to restart, please reboot your computer.
MAC: Go to Finder>Applications right click on the software and Move to Trash.
Plug Ovation U727 into the USB port of the computer.
The drivers should now be correctly installed. In Windows, this can be validat ed by
checking the Windows Device Manager to make sure there are no exclamation
marks (“!”) showing up. If there are, there is a problem with the driver. You can then
try to reinstall the drivers manually. Right click on Windows Device Manager entry
that shows the exclamation or question mark. Select Update Driver. The Hardware
Wizard will appear. At first the Wizard may ask to connect to Windows Update server.
Choose No, not at this time and Click Next. Then choose Install from a list or specific
location (Advanced) and click Next. Then choose to Search for the best driver in
these locations and check box Include this location in the search. Then click the
Browse button to specify the correct path. The correct path should be:
C:\Program Files\Novatel Wireless\Sprint\Sprint PCS Connection
Manager\Drivers
Browse to this location and click Next. The wizard should proceed to install the
drivers.