Child Item

Site Totals

61487 Questions Answered 271 Categories

4G LTE Network Extender 2 stuck on step 4

I am stuck on step 4 and the Extender will reboot itself get stuck on step 4 then repeat that process.

I have 4G LTE Network Extender 2 at work that will just not work. Initially it was not purchased though Verizon so it was stuck on step 8a. Found a lot of info on that and after a while someone was able to add the MAC address to the account. After that it was working but the next day I had to move it. I unplug it, move it and plug it back in and now it is stuck on step 4.

I have called multiple times only to be on hold for hours or transferred to another dept as soon as I mention it has to do with a business account but I really just need some tech support to let me know if their is anything I can do to fix this.

I haven't found much about being stuck on step 4 besides the Troubleshooting page that lists step 4 as S/W Initialization and under Actions it lists, No action, please wait.

I have also tried to reset it using the small button on the back but nothing happens. I've held the button in for 10, 30, 60 seconds and nothing. Just stuck on step 4.

To recap I am stuck on step 4 and the Extender will reboot itself get stuck on step 4 then repeat that process. Cannot reset it or find info on this.

Comments

jav6

@MonRickster
wrote:
I am stuck on step 4 and the Extender will reboot itself get stuck on step 4 then repeat that process.
I have 4G LTE Network Extender 2 at work that will just not work. Initially it was not purchased though Verizon so it was stuck on step 8a. Found a lot of info on that and after a while someone was able to add the MAC address to the account. After that it was working but the next day I had to move it. I unplug it, move it and plug it back in and now it is stuck on step 4.
I have called multiple times only to be on hold for hours or transferred to another dept as soon as I mention it has to do with a business account but I really just need some tech support to let me know if their is anything I can do to fix this.
I haven't found much about being stuck on step 4 besides the Troubleshooting page that lists step 4 as S/W Initialization and under Actions it lists, No action, please wait.
I have also tried to reset it using the small button on the back but nothing happens. I've held the button in for 10, 30, 60 seconds and nothing. Just stuck on step 4.
To recap I am stuck on step 4 and the Extender will reboot itself get stuck on step 4 then repeat that process. Cannot reset it or find info on this.

What type/speed of internet connection do you have?

MonRickster

@jav6

Do no think internet is the issue the issue. This unit is being used at my work. We have Comcast business. Also we use two other of these identical extenders in different areas without issue.

jav6

@MonRickster
wrote:
@jav6
Do no think internet is the issue the issue. This unit is being used at my work. We have Comcast business. Also we use two other of these identical extenders in different areas without issue.

Do you have the option to move it back to the original location to see if the issue goes away? Or, maybe a different extender to try at the problem location? Is it possible that the new location has its internet connection off of a router/switch that has a bad port?

MonRickster

@jav6

Yes, I've tried it in it's original location along with several others and in different buildings.

Step 4 seems to be part of the booting process where it runs the software on the extender. It never makes it to the point of connecting to satellites and having an internet connection.

I'm really just trying to figure out if it's a piece of junk at this point if it stuck because of some sort of software issue or if anyone else has run into it before.

Verizon_Support

Hello there MonRickster and thank you for bringing this to our attention. We never like to hear that you are having trouble activating your network extender. Help has arrived to gather some additional details so that we can assist you further. To get started, have you been able to verify if the device needs to complete a software update? Has this ever displayed previously about completing an update?

Verizon_Support

Thanks for that information. Step four is the software initialization. During this step, no action will need to be taken. Just to ensure we are on the same page, how long has the device been stuck on step four or before it reboots itself? I am sure you have seen this set of diagram but just in case if not or for future reference: http://spr.ly/6606Gg0Xo Are you able to power the device off or does it just continually reset itself?

MonRickster

@vzw_customer_support

While being stuck on step 4 the extender will reboot itself after 15 or 20 mins and repeat that until I unplug it.

It can be powered off by unplugging it. It doesn't have a switch for on/off and the reset button does not actually reset no matter how long I was holding it.

I have seen that diagram as this same extender was stuck on a different step in the past but I was able to get it activated. With step 4 being related to software is their any way to update the software on it or is this extender just dead in the water?

Child Item