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Troubleshooting Sprint Mobile Broadband USB Modem OvationTM
U760
TM
By Novatel Wireless
If you are unable to resolve your issue using the Troubleshooting steps
below, pleasecontact Sprint Customer Service at 1-800-927-2199 (Business
users) or 1-888-211-4727 (Personal users) for assistance.
1. The Sprint SmartView software does not detect the Novatel Wireless
U760 USB Modem.
There are several reasons why this behavior may occur, one of the following
should rectify the issue:
•
The U760 is not fully inserted into the USB port
U760 must 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 for the Sprint SmartView software to recognize the USB modem.
ꢀ If necessary, remove and reinsert the U760 USB modem into the USB port
on the computer.
ꢀ If this does not resolve the problem, try using another USB port (if
available).
ꢀ If the modem is still not recognized, remove the U760 USB modem and
reboot the computer. Once the computer is booted up, plug in the U760
USB modem again.
•
If you are using a USB extension cable other than the Novatel U760 USB
extension cable provided please remove it and plug the U760 directly into the
USB port or use the use the USB cable provided with the modem.
• The U760 drivers are not installed or are incorrectly installed.
ꢀ Remove the U760 from the USB port
ꢀ Uninstall the Sprint SmartView software.
Windows XP
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At Windows Start button: Start > Control Panel
Double click Add/Remove Programs
Select Sprint SmartView and press the Remove button
Window Vista
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At Windows Start button: Start > Control Panel
Double click Programs and Features
Select Sprint SmartView and press the Uninstall button
MAC OS 10.4 & 10.5
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At MAC Applications: Finder > Applications > Sprint SmartView >
Double Click on Sprint SmartView Uninstaller
ꢁ
Or if the uninstaller is not present, right click on the Sprint SmartView
icon and select “Move to Trash”.
ꢀ Insert the U760 USB modem into the 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.
ꢀ Open the Sprint SmartView software and, on the Mobile Broadband tab,
click Connect to verify you can connect.
4. I am able to connect, but not able to browse any web pages.
Below are some resolutions:
•
The Internet browser is incorrectly configured:
Check the connection settings of your browser to ensure that no conflicting
settings exist.
ꢀ For Internet Explorer, click Tools > Internet Options and select the
Connections tab. Ensure that either Never dial a connection is
selected, or that the Sprint PCS connection is set as the default. Also
ensure that no proxy information is specified by clicking on the Settings
button and ensuring that the Use a proxy server for this connection
checkbox is unselected.
ꢀ 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
resolved by this action, contact the software manufacturer for assistance
configuring the software to allow for the desired connection.
•
Disconnect all other Internet connections.
While using the Sprint SmartView software, disconnect all other Internet
connections such as WiFi or local LAN connections before you access the
Sprint Mobile Broadband network.
•
Another Network is Active.
Please make sure the LAN connection and/or WIFI connection is not active by
disabling or disconnecting the LAN Ethernet cable. The Sprint SmartView
software will connect when the other networks are not connected.
If the steps above do not resolve the issue, please contact Sprint Customer Service
at 1-800-927-2199 (Business users) or 1-888-211-4727 (Personal users) for
assistance.
5. I unable to save files to my U760
Insert a microSD card
ꢀ The U760 requires a microSD card for the removable media functionality. Be
careful not to lose the plastic microSD slot protection insert.
ꢀ When used as a memory stick on a fresh PC the Sprint SmartView will
attempt to auto install. The auto install function can be cancelled and the
device memory stick will function as a USB memory stick.
If the steps above do not resolve the issue, please contact Sprint Customer Service
at 1-800-927-2199 (Business users) or 1-888-211-4727 (Personal users) for
assistance.
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