Tips

Troubleshoot if Sprint SmartView does not detect your Sierra Wireless Compass 597

Last Updated: Nov 18, 2013

If Sprint SmartView does not detect your Sierra Wireless™ Compass™ 597, it could be that:

  • Your Compass 597 is not fully inserted into the card slot of your computer
  • You're using a USB extension cable other than the supplied USB extension cable
  • Your Compass 597 drivers are not installed or not installed correctly
  • Your Windows installation is not up-to-date
  • Another application is conflicting with the Sprint SmartView software

If your Compass 597 is not fully inserted into the USB port on your computer

The Compass 597 USB modem needs to 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. To ensure it is inserted correctly:

  1. Remove and reinsert the Compass 597 USB modem into the USB port on the computer
  2. If this does not resolve the problem, try using another USB port (if available)
  3. 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.

If 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.


If your Compass 597 drivers are not installed or not installed correctly

To verify your Compass 597 drivers are installed correctly:

  1. Remove the Compass 597 USB modem from the USB port.
  2. Uninstall the Sprint SmartView software. If you're running Windows:
    • Click Start > Settings > Control Panel
    • Double click the Add/Remove Programs icon
    • Click to select Sprint Connection Manager from the list of installed programs
    • Click Remove
    • Insert the Compass 597 USB modem into your 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.
  3. Open the Sprint SmartView software and, on the Mobile Broadband tab, click Connect to verify that you can connect.

If your Windows installation is not up-to-date

On your computer, browse to Windows Update using an alternate Internet connection to ensure all of the latest Service Packs and updates are installed.


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.


Another application is conflicting with the Sprint SmartView software

Ensure that applications such as ActiveSync, HotSync, WinFax 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 us for assistance.

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