Compass 597 not working

coolbreeze · EVDO Fledgling Joined: 04 May 2008 Posts: 11

I purchased the new Sierra Compass 597 today. I paid full price because my contract has more than a year remaining and my AirCard 595 is not compatible with my new MacBook Pro. After paying full price I did not want problems but I've got 'em!

On the Mac with Leopard, the Tru-Install loaded and offered to install. It installed the drivers and the Sprint software without a CD. By the way, there is no CD in the box. The software is in the device.

I called Sprint and had them turn off my 595 and turn on my 597. She said I was good to go and should have no problems. She said I would have to put in my activation code and phone number. The install never did ask for this information. I only received error messages.

The installer did offer to program the device and I said yes. Then it told me the programming was successful. But then when I tried to connect, I received one of several error messages each time I tried. This included, "device not detected", "device not activated", "remote computer did not respond", and "service update failed".

I then tried to install and program on my son's Windows PC with Vista. Windows automatically installed the drivers but not the Sprint software. I had to turn on my Wi-Fi to download the software. I made sure that the Wi-Fi was not enabled while the software attempted to program the device as instructed. The same thing happened on the PC that happened on the Mac, the same error messages.

I called Sprint tech support and they had me try this and that. He said he could not help me because I was not receiving some sort of support pop-up when he had me type in ##APV. There was nothing tech support could do!!!!!!!

I went to Sierra and Sprint web sites to check for firmware update and none exist. As a matter of fact, the Sierra site did not acknowledge that the 597 is available for Sprint, on listing other carriers.

I don't know what to do except return the device for a refund.

Any advice?

coolbreeze · EVDO Fledgling Joined: 04 May 2008 Posts: 11

I called Sprint again and this time the person had more knowledge. He explained that the first person I talked to should have ask me to type ##ATV not ##APV. When I typed that a pop-up configuration utility appeared. When after manually configuring I still couldn't program nor connect, he had me to type ##RTN to reset. Then we manually configured again. This time it worked!!!

Then I tried using the 597 on the Mac. It's not working. I'll play with it and see if I can get it working on the Mac.

coolbreeze · EVDO Fledgling Joined: 04 May 2008 Posts: 11

OK on the Mac the Sprint SmartView will not connect until the 597 is configured first by going to System Preferences---> Network. When I talked with Sprint earlier they gave me my correct username and phone number for the 597. They also told me the number to "dial" is #777 and to use 123 as the password. I used all this information to configure in the Network panel and now it's working on my Mac.

Boy this was too difficult.

Michael · Posted: Sun May 04, 2008 5:51 pm Post subject:

So how much time did you waste on the phone before you got it working?
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chicagocat · EVDO Newbie Joined: 03 Jul 2007 Posts: 5

coolbreeze,
On the Mac, what did you use for a username in system preferences ---> network window? Is it the username from the ##data window (mine is my name with 02 on the end)? I tried that and can't seem to make it work. This thing is driving me crazy.....
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orbitalcomp · EVDO User Joined: 28 Apr 2007 Posts: 41 Location: Texas

coolbreeze -

wow, sorry to hear about the troubles you're having. I just upgraded to the Compass 597 the other day, and the installation process couldn't have been easier. I first uninstalled the previous version of SmartView, then rebooted. Once I inserted the Compass, it automatically started installing the SmartView software. This was on one of my laptops with Vista, I let it finish, then I selected the menu option to activate the device. It didn't ask for a code, like the old cards and software used to. Took less than a minute to activate, and I was connected!

I haven't tried installing on my Mac yet, because I don't need it there. But I did install the device on another Vista laptop and an XP laptop. All installs went smoothly, all I did after the installs was upgrade to the newest version on Sprint's site, which is newer than the version on the Compass. I also have it working great in my Cradlepoint PHS300...

Also, this really has nothing to do with your problems, but I'll mention it and maybe you can take advantage of it. I also had about a year left on my current plan, so I went in to the Sprint Store ready to pay full price for the Compass, since I didn't want to extend another year for only $75 off. The reps there were very nice, they immediately told me I could put my current data line on a "seasonal hold" for the next 12 months until my contract is up. This costs only $6/mo, so this is much better than paying an ETF. Then they got me a new data line and switched me over to the (Employee Discount) rate, which is $10 less per month than I was paying. They were able to do this because I already had a (Employee Discount) phone line on my plan that I use with a Mogul. Anyways, the price of the Compass through (Employee Discount) was $50 + tax out the door, no mail in rebates.

YMMV, but you should try this if you decide to return your card, it will save you some $$$...good luck with everything!

coolbreeze · EVDO Fledgling Joined: 04 May 2008 Posts: 11

Michael,

I spent about an hour on each call or maybe even longer. If I didn't need the device right away I would have ordered it from the 3G store. It would have been cheaper and configured out the box. This forum is great. I have learned a lot.

Chicagocat,

Tech support had me to delete all Sierra devices in the Network panel by by highlighting each Sierra and then selecting the minus button. Then he had me select the add button to add Sierra back. The settings are:

Configuration: Default
Telephone Number: #777
Account Name:jdoe02@sprintpcs.com (the same from data screen)
Password: 123

Then he had me to select the Advanced button. On the Mobil tab we changed the Vendor to Sierra and the Model to CDMA.

If you are using ##ATV or ##RTN the code being asked for is your Activation Code (Sprint gave me the number).

orbitalcomp,

I'm going to the Sprint store tomorrow just to take a look at the expresscard. I will ask about what you mentioned. Thanks!!

Michael · Posted: Sun May 04, 2008 10:35 pm Post subject:

Don't believe everything you hear at a store. The "seasonal hold" freezes your contract, so while you are in "seasonal hold", you are not using time against your original contract. If you have 12 months left on your contract and go into "seasonal hold" for 6 months (you cannot do it automatically for 12 months), when you come out of your seasonal hold, you still have 12 months left on your contract.

HOWEVER, this topic is about using the Compass, so, lets keep on the topic and move seasonal hold to a different thread.
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orbitalcomp · EVDO User Joined: 28 Apr 2007 Posts: 41 Location: Texas

chicagocat · EVDO Newbie Joined: 03 Jul 2007 Posts: 5

Coolbreeze,

It worked!!

Thanks for all the detail, I was really pulling my hair out...
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Joezilla · Posted: Fri May 16, 2008 3:02 pm Post subject:

If you use the 597 with a Cradlepoint router, you don't need to install anything on your Mac. Right?

Joe

mysteryhouse · EVDO Newbie Joined: 27 Oct 2006 Posts: 1

My Novatel U720 died the other night and I decided I needed a replacement sooner than ordering from 3GStore (a place where I've been a very satisfied customer).

I am so grateful for your post, because I hadn't been able to get my Compass 597 working under Mac OSX. (Though ironically I was able to get it working under XP Professional under VMWare.) Many thanks for your detailed posting!

petercarp · Posted: Fri May 30, 2008 1:24 pm Post subject: compass 597 and Mac Leopard

Many thanks - this WORKS but use the security code that Sprint gave you as the password

Peter

Posted: Sun May 04, 2008 10:23 pm Post subject:

--------------------------------------------------------------------------------

Michael,

I spent about an hour on each call or maybe even longer. If I didn't need the device right away I would have ordered it from the 3G store. It would have been cheaper and configured out the box. This forum is great. I have learned a lot.

Chicagocat,

Tech support had me to delete all Sierra devices in the Network panel by by highlighting each Sierra and then selecting the minus button. Then he had me select the add button to add Sierra back. The settings are:

Configuration: Default
Telephone Number: #777
Account Name:jdoe02@sprintpcs.com (the same from data screen)
Password: 123

Then he had me to select the Advanced button. On the Mobil tab we changed the Vendor to Sierra and the Model to CDMA.

If you are using ##ATV or ##RTN the code being asked for is your Activation Code (Sprint gave me the number).

orbitalcomp,

coolbreeze · EVDO Fledgling Joined: 04 May 2008 Posts: 11

I'm glad people have found this post helpful.

For Mac users, and even Windows users, who have an airport express and want to use the Compass 597 for creating a network with airport express as the router, I think I found a solution. I started a different thread. Here is the link to the thread.

http://www.evdoforums.com/thread9584.html

Feefer · EVDO User Joined: 30 Aug 2005 Posts: 71

Hi all,

I bought the Compass 597 yesterday, and thought the auto-activate feature was going to be cool for my new MacBook Pro (OS X.10.5.3). NOT!

As others found, the Compass 597 didn't activate automatically as expected, and instead spit out the usual error messages ("activation successful: would you like to connect"? Then I got "activation failed" when I tried, or "no dial tone detected", etc. Bottom line: no activation!)

So I came here looking for a solution, knowing someone inevitably ran across this issue. After reading above, I was prepared to manually configure the device as suggested (and none of those suggestions worked, FWIW?).

I found my solution by doing the following:

1) Go to http://www.sprint.com/downloads

2) Select your O.S.

3) On the page that appears, download the LATEST version of Sprint SmartView for your OS (Mac, PC, etc),

Do this, EVEN IF SmartView's version checker (accessed from "Tools", "Check for Application Updates Now") reports that the latest version IS installed. The file on Sprint's download page that worked for me is "Sprint SmartView Installer" Version 1.81.0034.0.

FWIW, notice this page also contains "intructions" as a separate download for how to install the Aircards. These instructions are meaningless for the Compass 597: despite the same number, you've purchased the Compass 597 USB modem, NOT the 597E (Express 34 Card).

4) Once installed, try to activate your Compass 597 again, using "Tools", "Activate Device".

In my case, having the LATEST software version of Sprint SmartView Installer (which apparently is not loaded into the production USB modem) made all the difference, and activation worked, as expected.

5) FWIW, you might see that your multiple attempts to install the driver left more than one "Sierra modems" listed in "System Preferences", "Network". Once connected, the one that is actually working will show a green light next to it: highlight the non-operational versions, and click on the (-) sign to remove them (you might need to unlock the lock to do this).

Also, I went to 'Advanced', 'PPP', and unchecked the 'Disconnect if idle for 30 minutes' box.

And FWIW, my 'Network' settings for 'Account Name' and 'Password' are blank; I'm not sure how entering anything from above would help, as this info is apparently not needed? Same goes for the 'Modem" settings: mine are 'Vendor: Other", Model: Sierra WWAN Support". I'm guessing it doesn't matter, then....

Hope this helps,

Chris