Troubleshoot if the Sprint SmartView software does not detect the 598U by Sierra Wireless USB modem

Last Updated: Sep 25, 2015

There are several reasons why this behavior may occur on your 598U by Sierra Wireless device:

The 598U USB modem is not fully inserted into the USB port on your computer.

The 598U USB modem must be fully inserted into the USB port of your computer (either directly, or through the optional extension cable and laptop clip) in order for the drivers to be installed and the Sprint SmartView software to recognize the USB modem.

  1. If necessary, remove and reinsert the 598U 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 598U USB modem and reboot the computer. Once the computer has restarted, plug in the 598U USB modem again.

You're using a USB extension cable other than the supplied USB extension cable.

Use only the supplied USB extension cable and laptop clip; other cables and laptop clips should not be used.

The 598U drivers are not installed or are incorrectly installed.

  1. Remove the 598U 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 SmartView from the list of installed programs.
    • Click Remove.
  3. Insert the 598U USB modem into the computer's USB port and wait for the installation process to complete.
  4. 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.
  5. 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.

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

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