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Troubleshoot if the Sprint Mobile Broadband Connection Manager does not detect your AirCard 597E ExpressCard by Sierra Wireless

Last Updated: Nov 18, 2013

If the Connection Manager does not detect your AirCard® 597E ExpressCard by Sierra Wireless, it could be that:

  • Your AirCard 597E is not fully inserted into the PCI ExpressCard slot
  • Your AirCard 597E drivers are not installed or not installed correctly
  • Your Windows installation is not up-to-date
  • Another application is conflicting with the Connection Manager

If your AirCard is not fully inserted into the PCI ExpressCard slot

The AirCard 597E needs to be fully inserted into the ExpressCard slot in order for the drivers to be installed and for the Connection Manager to recognize the card. Please verify that your laptop has a PCI ExpressCard slot and not a PCMCIA Card (PC Card) slot.

If it has an ExpressCard slot, then proceed with the following:

  1. Remove and then reinsert the AirCard 597E into the ExpressCard slot
  2. If the card still is not recognized, remove the AirCard 597E and reboot your computer. Once your computer is booted up, insert the AirCard 597E again.

If your AirCard 597E drivers are not installed or not installed correctly

The Connection Manager needs to be installed before the AirCard 597E is inserted into the ExpressCard slot. If you inserted the AirCard 597E first, follow the steps below to resolve:

  1. Safely remove the AirCard 597E from the ExpressCard slot
    • To safely remove the AirCard 597E, click the Safely Remove Hardware (Windows XP or Windows Vista) or Unplug or Eject Hardware (Windows 2000) icon in the System Tray (i.e., the icon with a green arrow that is located by the clock on the Windows taskbar).
    • Click the entry for NEC PCI to USB Open Host Controller (Windows XP or Windows Vista) or Standard Enhanced PCI to USB Host Controller (Windows 2000) and click Stop.
    • Remove your AirCard 597E from the ExpressCard slot.
  2. Uninstall the Connection Manager using Add/Remove Programs:
    • On your computer, click Start > Settings > Control Panel
    • Double click the Add/Remove Programs icon
    • Click to select Sprint Mobile Broadband (Sierra) from the list of installed programs
    • Click Remove or Change
    • Once the installer window appears, click Next if no options appear
    • From the option screen, click to select Remove from the list, and then click Next
    • If prompted to Confirm Uninstall, click OK
    • If necessary, click Remove and then Finish
    • Once the uninstall is complete, click Restart or select Yes when prompted to restart
  3. Reinstall the Connection Manager software
  4. Insert your AirCard 597E into the ExpressCard slot of your laptop
  5. The drivers should now be correctly installed. To validate this, check the Device Manager to make sure there are no exclamation marks (!) showing up. If there are, there is a problem with the driver.
  6. Open the Sprint Connection Manager and click Go to verify that you can connect
  7. You may be prompted to update your AirCard 597E software. This is done via an automatic update downloaded from the Sprint server. Before proceeding, please ensure:
    • You are connected to the Internet either via your AirCard 597E or using a fixed-line broadband connection
    • Your laptop has good battery life or is connected to a power outlet.

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.


If another application is conflicting with the Connection Manager

Ensure that applications such as ActiveSync, HotSync, WinFax and/or other connection managers are not running in the System Tray (i.e., the icons located by the clock on the Windows taskbar) while using the Sprint Connection Manager.


If the steps above do not resolve the issue, then please contact us for assistance.

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