Novatel Wireless U727 User Manual

Troubleshooting Sprint Mobile Broadband USB Modem by

Novatel WirelessTM (OvationTM U727)

If you are unable to resolve your issue using the Troubleshooting steps below, please
contact Sprint Customer Service at 1-800-927-2199 (Business users) or 1-888-715-4588
(Personal users) for assistance.

1. The Sprint Mobile Broadband does not detect the Novatel Wireless Ovation U727.

There are several reasons why this behavior may occur:

• Ovation U727 is not fully inserted into the USB port
 Ovation U727 must be fully plugged into the computer’s USB port in order for the

drivers to be installed and for the system to recognize the USB modem.

• If the device is plugged in, then proceed with the following.

 If necessary, remove and the reinsert Ovation U727 into the USB port.
 If the device still is not recognized, remove Ovation U727 and reboot the computer.

Once the computer is booted up, reinsert Ovation U727.

• The Ovation U727 drivers are not installed or are incorrectly installed.
Proceed by doing a clean removal and reinstallation of the most current Software.

 Remove the device from the USB port
 Uninstall Sprint Connection Manager or Sprint Mobile Broadband

WINDOWS: Add/Remove Programs

o On the computer, click on Start, Settings and then Control Panel.
o Double click on the Add/Remove Programs icon.
o Click to select Sprint Connection Manager or Sprint Mobile Broadband

(Novatel Wireless) from the list of installed programs.

o Click on Remove or Change.
o Once the installer window appears, click Next if no options appear.
o From the option screen, click to select Remove from the list and then click Next.
o If prompted to Confirm Uninstall, click OK.
o If necessary, click on Remove and then Finish.
o Also check in Add or Remove Programs if you have an entry named Mobile

Broadband Drivers. If you have this entry, please Remove this as well.

o Once the uninstall is complete, click on Restart or select Yes on the prompt to

restart. If not prompted to restart, please reboot your computer.

MAC: Go to Finder>Applications right click on the software and Move to Trash.

 Plug Ovation U727 into the USB port of the computer.
 The drivers should now be correctly installed. In Windows, this can be validated by

checking the Windows Device Manager to make sure there are no exclamation
marks (“!”) showing up. If there are, there is a problem with the driver. You can then
try to reinstall the drivers manually. Right click on Windows Device Manager entry
that shows the exclamation or question mark. Select Update Driver. The Hardware
Wizard will appear. At first the Wizard may ask to connect to Windows Update server.
Choose No, not at this time and Click Next. Then choose Install from a list or specific
location (Advanced) and click Next. Then choose to Search for the best driver in
these locations and check box Include this location in the search. Then click the

Browse button to specify the correct path. The correct path should be:

C:\Program Files\Novatel Wireless\Sprint\Sprint PCS Connection
Manager\Drivers

Browse to this location and click Next. The wizard should proceed to install the
drivers.

 Open Sprint Mobile Broadband and click Go to verify that you can connect.

• Sprint Mobile Broadband displays “Insert your Device”.
After reinstalling Sprint Mobile Broadband and verifying that the drivers are installed
properly in Device Manager, Sprint Mobile Broadband continues to display “Insert your
Device”. Try one of the following:

 Go to Start->Control Panel->Administrative Tools->Computer Management.

Expand (+) Services and Applications. Click Services. A list of items appear. Scroll
to find Remote Access Connection Manager and double-click it. Check Service
Status. If the Service Status displays Stop, click the Start button, and OK.

 Go to Windows Device Manager. Expand (+) Modems and right-click Novatel

Wireless EV-DO Modem. Select Uninstall and OK. Now, expand Ports and right­click Novatel Wireless EV-DO Diagnostics Port and select Uninstall. Repeat
(right-click to Uninstall) Novatel Wireless EV-DO Status Port and Novatel Wireless

EV-DO GPS Port. Go to Action at the top pull down menu and choose Scan for
Hardware Changes. The U727 should now reinstall.

• Make sure you have install privileges on your machine
If your laptop/desktop was issued to you by your company’s IT department, make sure
you have admin rights to installed SW/HW on your machine. You may have to be added
to the Admin Group or Power Users group on your machine. If this your personal
computer, sign in as Administrator.

• 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 Sprint Mobile Broadband.
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 Mobile Broadband.

If the steps above do not resolve the issue, please contact Sprint Customer Service at 1-800-927­2199 (Business users) or 1-888-715-4588 (Personal users) for assistance.

2. I receive an error when I try to connect to the Internet.

Although there are a variety of error messages that you may encounter, most of them can be
resolved by following the steps below:

Error message example:

• There is not sufficient signal strength to connect.