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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.
SM
1. The Sprint SmartView 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
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Page 2 of 4 • Another application is conflicting with the Sprint SmartView software. Ensure that applications such as ActiveSync, HotSync, WinFax and/or other connection managers are not running in the System Tray (that is, the icons located by the clock on the Windows taskbar) while using the Sprint SmartView software. If the steps above do not resolve the issue, please contact Sprint Customer Service at 1- 888-211-4727 for assistance. . 2. I receive an error when I try to connect to
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Page 3 of 4 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
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Page 4 of 4 • 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 Custo
