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Troubleshooting Sprint Mobile Broadband USB Modem by Sierra Wireless™ (Compass™ 597)
If you are unable to resolve your issue using the Troubleshooting steps belo w,
please contact Sprint Customer Service at 1-888-211-4727 for assistance.
1. The Sprint SmartView
SM
software does not detect the Sierra Wireless Compass
597 USB modem.
There are several reasons why this behavior may occur:
• The Compass 597 USB modem is not fully inserted into the USB port on your
PC.
The Compass 597 USB modem must be fully inserted into the USB port of your
computer (either directly, or through the optional extension cable) in order for the
drivers to be installed and the Sprint SmartView software to recognize the USB
modem.
If necessary, remove and reinsert the Compass 597 USB modem into the USB
port on the computer.
If this does not resolve the problem, try using another USB port (if available).
If the modem is still not recognized, remove the Compass 597 USB modem
and reboot the computer. Once the computer is booted up, plug in the
Compass 597 USB modem again.
• You’re using a USB extension cable other than the supplied USB extension
cable.
Use only the supplied USB extension cable; other cables may not work with the USB
modem.
• The Compass 597 drivers are not installed or are incorrectly installed.
Remove the Compass 597 USB modem from the USB port.
Uninstall the Sprint SmartView software. If you’re running Windows:
o Click Start, Settings and then Control Panel.
o Double click the Add/Remove Programs icon.
o Click to select Sprint Connection Manager from the list of installed
programs.
o Click Remove.
Insert the Compass 597 USB modem into the computer’s USB port and wait for
the installation process to complete.
The drivers and software should now be correctly installed. In Windows, you can
validate this by checking the Device Manager to make sure there are no
exclamation marks (“!”) showing up. If this icon appears, there is a problem with
the driver.
Open the Sprint SmartView software and, on the Mobile Broadband tab, click
Connect to verify that you can connect.
• The installation of Windows is not up-to-date.
Browse to Windows Update using an alternate Internet connection to ensure that al l
of the latest Service Packs and updates are installed.
Please note this device/software does not support Windows 2000 currently. If this i s
your Operating System, then you will need to return and replace this device with
another Sprint Mobile Broadband connection device that does support this OS.