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Troubleshoot if the Sprint SmartView software does not detect the Merlin EX720 by Novatel Wireless

Last Updated: Nov 18, 2013

There are several reasons why this behavior may occur with your Merlin™ EX720 by Novatel Wireless:


The Merlin EX720 is not fully inserted into the Express Card slot.

The Merlin EX720 must be fully inserted into the Express Card slot in order for the drivers to be installed and the Connection Manager to recognize the card. Please verify that your laptop has an Express Card slot and not a PCMCIA Card slot. If it has an Express Card slot, then proceed with the following:

  1. If necessary, remove and the reinsert the Merlin EX720 into the Express Card slot.
  2. If the card still is not recognized, remove the Merlin EX720 and reboot the computer. Once the computer is booted up, insert the Merlin EX720 again.

The Merlin EX720 drivers are not installed or are incorrectly installed.

Sprint SmartView software must be installed before the Merlin EX720 is inserted into the Express Card slot. If you inserted the Merlin EX720 first, follow the steps below to resolve:

  1. Safely remove the Merlin EX720 from the Express Card slot.
    • To safely remove the Merlin EX720, click on the Safely Remove Hardware (Windows XP) 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).
  2. Click on Safely remove NEC PCI to USB Open Host Controller (Windows XP) or Stop NEC PCI to USB Open Host Controller (Windows 2000).
  3. Remove the Merlin EX720 from the Express Card slot.
  4. If Sprint SmartView and/or Connection Manager Software is present, uninstall all connection managers on the system. If you're running Windows:
    • Click Start > Settings > Control Panel.
    • Double click the Add/Remove Programs icon.
    • Click to select Sprint Connection Manager or Sprint Mobile Broadband (Novatel Wireless) from the list of installed programs.
    • Click Remove. Remove both programs if they are present.
    • Reboot the computer.
    • Install Sprint SmartView software.
    • Insert the Merlin EX720 into the Express Card slot of the laptop 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.


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 (i.e., the icons located by the clock on the Windows taskbar) while using the Sprint Connection Manager.


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

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