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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 below,
please contact Sprint Customer Service at 1-888-211-4727 for assistance.
1. The Sprint SmartViewSM 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 all
of the latest Service Packs and updates are installed.
Please note this device/software does not support Windows 2000 currently. If this is
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.
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ꢀ For Mozilla Firefox, click Tools > Options and select the General tab. Click the
Connection Settings button and ensure that Direct connection to the
Internet is selected.
ꢀ For other browsers, consult the software manufacturer for assistance.
•
The firewall or Internet security application is interfering with the browsing.
Try to disable any applications that may be restricting your access to the Internet,
such as Windows Firewall, Anti-Virus software. If the problem is resolved by this
action, contact the software manufacturer for assistance configuring the software to
allow for the desired connection.
•
Disconnect all other Internet connections.
While using the Sprint SmartView software, disconnect all other Internet connections
such as WiFi or local LAN connections before you access the Sprint Mobile Broadband
network.
If the steps above do not resolve the issue, please contact Sprint Customer Service at 1-
888-211-4727 for assistance.
5. I am having trouble activating my Compass 597 USB modem.
If your modem is not activated when you receive it, you will need to use the automatic
One Touch Activation process. For more information, see the SmartView User Guide,
section “Device Activation”.
If the steps above do not resolve the issue, please contact Sprint Customer Service at 1-
888-211-4727 for assistance.
6. My Sierra Connection Manager becomes unusable with other Sierra connection
devices.
There is an incompatibility issue with Sprint SmartView and the Sierra Sprint Connection
Manager. If the user has a previous version of the Sprint SmartView and Sierra Sprint
Connection Manager loaded on a PC and then installs a newer version of Sprint
SmartView client, either via TRU-Install or Standalone, the previous Sierra CM will
become non functional. Sierra Sprint Connection Manager will be in this state:
This will also be seen if Sprint SmartView alone is uninstalled and both Connection
Managers are present on a PC. Once in this state if a user then attempts to uninstall the
Sierra CM and SSV is still present, this may impact the SSV client functionality.
If a user runs into this problem they should uninstall all current CM versions and reboot.
Once this has completed they can again plug in the Compass 597 and proceed with the
TRU-Install of Sprint SmartViewSM.
If the steps above do not resolve the issue, please contact Sprint Customer Service at 1-
888-211-4727 for assistance.
7. How to verify that GPS is working on the device in that location?
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•
The Sprint SmartView software includes a test utility.
Open the Sprint SmartView client and select Tools menu.
ꢀ Select the Location/GPS tab
ꢀ Make sure that ‘Disable GPS on Device’ is not selected.
ꢀ Make sure that all three consents have been ‘accepted’.
ꢀ Click on ‘Test GPS’ button
If GPS is working on device your GPS coordinates are displayed.
If the steps above do not resolve the issue, please contact Sprint Customer Service at 1-
888-211-4727 for assistance.
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