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Sierra Hotspot Setup and Troubleshooting

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Last updated by Isabel M

The information in this article applies to:

  • Sierra Overdrive Pro Hotspot
  • Sierra 4G LTE Hotspot (Note:  Although other variants of this device have hardware support for WiMAX, the version Ting sells only supports 3G and LTE.)

Setup

Setting up your Sierra hotspot is simple. Once you've got it activated on your account with a phone number, simply do the following:

  1. Insert the battery and charge up your hotspot.
  2. Confirm you're in an area with 3G or 4G data coverage by checking our coverage map.
  3. Make sure your computer's Wi-Fi is enabled.
  4. Make sure your computer is not connected to any other Wi-Fi or wired network.
  5. Make sure the hotspot is turned on; if the display is showing "Charging," "Charged," or "Powered off," press and hold the power button until the Sprint®* logo comes up.
  6. Wait for the display to read "Connect your computer to Wi-Fi network," followed by the network name of your hotspot (or SSID) and the password or network key. This may take a few seconds.
  7. On your computer, look for the hotspot's network name in your list of Wi-Fi networks and connect to it (this does not require an internet connection).
  8. If your computer does not have Wi-Fi, connect to the hotspot with the USB cable and allow the setup to run so the necessary drivers can be downloaded.
  9. Wait for the web setup to complete.
  10. Open your browser on your computer and the "Welcome to your..." window should come up. Go to the hotspot's homepage to check or update settings. You'll need to log in as Admin; the default password is "password." From the Advanced Settings you can change various settings like your Wi-Fi password, Wi-Fi security type and maximum number of users. For more information on these settings, check out this article.

 

General Troubleshooting

If you're having trouble getting your Sierra hotspot up and running, or if it's stopped working, try the troubleshooting steps below.

1. Check that data is available in your area

To make sure that data is available where you're located, plug your address into our map and check your data coverage. Remember, if you're roaming, data won't be available.

 

2. Confirm that your hotspot is active with a phone number

To check if your hotspot is active with a number, click on Device settings in your account and check the "State" of your device. It should be listed as "active."

If your number is suspended or still porting, those statuses will show up here and that means your device isn't active yet.

2. Confirm that your hotspot is active with a phone number

 

 

3. Confirm that data is enabled on your account

To confirm that data is enabled on your account, go to the Device settings page for your hotspot and make sure "Can access the Internet" is checked. This will be the only available setting for your Sierra hotspot. If the setting is grayed out (i.e. you can't update it), then the device isn't active.

3. Confirm that data is enabled on your account

 

 

4. Power cycle your hotspot

Press and hold the power button to turn off the hotspot, remove the battery, wait about 30 seconds and then put the battery back in. Turn the device back on by pressing and holding the power button until the Sprint logo appears.

 

5. Check your computer (or connected device)

Check the following on your computer (or connected device):

  • Wi-Fi is enabled and the computer is connected to the hotspot
  • if you're using a direct cable connection, ensure that the software drivers for the hotspot are installed on your computer
  • make sure your computer doesn't have any other Wi-Fi or wired network connections

 

6. Check if you've reached the maximum number of connections allowed on the hotspot

The number of devices currently accessing your hotspot's network will be displayed on the home screen of the device next to the Wi-Fi icon. The maximum number of devices that can be connected to the Sierra Overdrive Pro and the Sierra 4G LTE hotspots is 8.

 

7. Check that Wi-Fi hasn't been disabled because of a USB connection

To check if Wi-Fi has been disabled on your hotspot because of a USB connection:

  • connect your computer to your hotspot
  • open a browser window on your computer and go to the hotspot's admin page at http://192.168.0.1 or http://sprinthotspot (this does not require an internet connection)
  • log in as Admin (default password is "password")
  • go to Advanced Settings > Wi-Fi > Network - If your device is set to disable Wi-Fi when connected to USB, set it to "Never" and click Save

If you're unable to access the admin page for your hotspot, disconnect it from your computer, power cycle your hotspot and try to connect again. If you still can't get the admin page to come up, reset the device to factory defaults using the Reset button beneath the battery cover.

 

8. Confirm your Wi-Fi credentials

Ensure that you are using the correct SSID (wireless network name) and encryption key (password) on your computer or connected device to access your hotspot's Wi-Fi network.

If you're not sure of your hotspot's credentials, while on the Overdrive Pro's home screen, tap the power button twice to see them displayed. To find this information on the 4G LTE hotspot, tap the navigation button until it displays your credentials.

 

9. Check what kind of data your hotspot is trying to access

If you are in an area that only has 3G data and your data device is trying to pick up 4G, you'll need to change your settings:

  • connect your device to your computer either by Wi-Fi connection or with physical USB cables to your hotspot
  • open a browser window on your computer and go to the hotspot admin page at http://192.168.0.1 or http://sprinthotspot (this does not require an internet connection)
  • log in as Admin (default password is "password")
  • go to Advanced Settings > WAN > Setup > WAN Mode - Select from 3G Preferred, 4G Preferred, 3G Only and 4G Only

If you're unable to access the admin page for your hotspot, disconnect it from your computer, power cycle it and try to connect again. If you still can't get the admin page to come up, reset your device to factory defaults using the Reset button beneath the battery cover.

 

9. Check what kind of data your hotspot is trying to access

 

 

10. Update your hotspot's 3G data profile and PRL

  • connect your computer to your hotspot
  • open a browser window on your computer and go to http://192.168.0.1 or http://sprinthotspot (this does not require an internet connection)
  • log in as Admin (default password is "password")
  • go to the hotspot Homepage
  • click on Advanced Settings
  • click on the WAN tab
  • make sure you're on Setup tab within WAN
  • click "Update 3G Profile"
  • once completed, click "Update PRL"

If you're unable to access the admin page for your hotspot, disconnect it from your computer, power cycle it and try to connect again. If you still can't get the admin page to come up, reset your device to factory defaults using the Reset button beneath the battery cover.

 

10. Update your hotspot's 3G data profile and PRL

 

 

11. Troubleshoot specific error codes

If you're coming across an error code, there may be some more specific troubleshooting that you need to do. The most common error codes, and what to do about them, are listed in this article.

 

12. Reset your hotspot to factory defaults

Take off the back battery cover and press the reset button (using a pin or similar object) for 6 seconds. When the LCD screen asks you to push the power button to reset the device, press the power button once. You will then see reset in progress until the device reboots.

Once you've completed a factory reset, update the device's data profile as well (#10).

 

Get in touch.

If none of these tips have gotten you up and running, then it's time to get in touch so we can help. Please be sure to let us know what you've done already so we know where to pick up.

 

*Sprint is a trademark of Sprint.

Have more questions? Submit a request

Comments

  • Avatar
    Patrice Flatley

    Two things that finally got my overdrive pro working.  I bought a refurb and I could not get it set up until I:

    1. Reset it

    2. Updated 3g profile (Located under advanced settings, WAN tab).  I couldn't access anything other than the Overdrive Pro home page until I did this.

  • Avatar
    Robert Mendez

    Thanks Patrice - I had the same problem until I also reset and updated the profile. I tried to update the PRL first and ended up having to do another hard reset - only AFTER you update the 3G Profile, then you can configure everything else (PRL, SSID, password, WPA, etc.).

    There's a firmware update you can download from:

    Here's the direct link to the latest file v1.07.09 dated 4/23/2012 (check the Sierra Wireless website and they had the same file):

    I would download it first using your regular Wi-Fi connection instead of using the hotspot, so you don't pay for the data usage to download. It's about 40 MB in size.

  • Avatar
    Tom Cumming

    I can hardly change any settings before it disconnects - the wifi signal still shows strong, but the browser's hung. I can't get into the, "about" page to do a factory reset, by the time I get there, I'm hung.

    I tried the reset button on the back, and that didn't make any difference. I did get as far as initiating a software upgrade, but I'm not sure it completed properly b/c it hung again.

    I can get online, and it'll run for about five minutes before it hangs even with good 3g (I don't have 4g) signal.

    What do I try next?

  • Avatar
    Samantha C

    Hey there Tom, I see you are working with Henry on a resolution. I will leave you in his capable hands.

  • Avatar
    Donald Conley Jr

    Thanks for this help page. Couldn't see? or find  anything about the Sierra Pro until going to leave a message for help and there was a file. Reset before but MSL # must have done it.. Good instructions Mike Whitman!

    Thanks again

  • Avatar
    Kevin Meagher

    The hot spot won't connect to 4G LTE.  According to the coverage map, I'm in the middle of a 4G LTE coverage spot.  After a few tries,  the screen reports "Tx" were teh bars should be and "4G in power save mode".  I've even picked "only 4G" and "4G-LTE only"

    Firwmare is the latest.

    3G works, but is very slow running a 0.1mbps if I'm lucky (according to speedtest.net).

    When running in 3G mode, the device gets very hot.

     

    Any ideas how to get 4G working?

    Thanks

     

  • Avatar
    Marty M

    Hi Kevin.  Make sure you've run through the troubleshooting steps above.  If you already have, you should try a hardware factory reset:

    1. Remove the back battery cover
    2. Press the reset button using a paper clip or pin for 6 seconds
    3. Press the power button once prompted on the LCD screen
    4. Device will reset and reboot

    If you continue to have problems, open a support request and we can troubleshoot further.

  • Avatar
    Kevin Meagher

    Marty-

    Thanks, I followed your suggestion and no luck.

    I'll open a support request.

  • Avatar
    Robin Lewis

     Does this refurbished 803s model available from Ting come with the external antenna connection ? 

  • Avatar
    Ting Help

    Hi Robin!  No it doesn't, but I took a look and that's something you can purchase separately for a very reasonable price.

  • Avatar
    Robin Lewis

    Thanks Wendy :)

    But to clarify, I'm asking about a connection on the device to plug an antenna wire into not the physical antenna or wire itself

  • Avatar
    Renny M

    Hi Robin,

    The Sierra 803 does have a port to connect an external antenna to it at the base of the unit. Hope that clears things up! 

  • Avatar
    Kevin Meagher

    There are two ports located at the bottom.  The 803 uses internal diversity antennas, so I'm not sure if you need two external antennas to improve reception.  I'm planning on trying out an external antenna soon.  I'll let you know what I find out.

  • Avatar
    Kevin Meagher

    I found a page that says to use antenna port 2 (bottom left) for a single antenna and both ports for MIMO dual antennas

    Here's the link to the page:

    http://www.antennagear.net/servlet/the-template/portsw803s/Page

     

  • Avatar
    Mark Spear

    I had the same problem where it worked adequately for almost two years and then a couple months ago it would not connect even with a strong signal. I connect the Overdrive via USB and did the "Update 3G PRL". It took a long time! I actually stopped the updates twice after 15-20 minutes but the third time I forgot about it and when I came back and hour later it had updated.... so assuming it just took that long to complete, then updated the "3G Profile" which went faster. Unit is back to its wimpy self but working. Going to try a cheap antenna off eBay to see if that helps.

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