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Samsung 4G LTE Network Extender 2 stopped working

We have been using the Samsung 4G LTE Network Extender 2 in our apartment since 2018 with no issue. Over the past several days we noticed that our cell service was quite poor and I checked on the Network Extender and it was stuck on "connecting to the verizon network step 8a of 14".

I did several reboots and a factory reset but to no avail. I was able to log into the device and it appears the setup is failing at Step 4: "Failed to reach the Initial Gateway". I also have an active alarm: "SYS IPSEC_DOWN". IPSec is reachable but not connected".

I confirmed DHCP is enabled and the Firewall is not the issue. I am using the xfinity xFi Gateway.

Any thoughts?

Comments

Verizon_Support

Your concern is our concern, and we are here to help! To better assist you, please tell us a little more, when did you issue start? Did you recently change Home Internet provider?

~Maria

tonydillon88

Hi Maria,

The issue appears to have started around 20:25 UTC on April 30th, at least that is the first time I see the alarm "SYS IPSEC_DOWN" appear in the Alarms history. We have not changed our home ISP, everything has remained the same.

Verizon_Support

Thank you so much for the information. Let's do some troubleshooting that'll help us get your 4G LTE Network Extender 2 working as it should. Please click this link: https://www.verizon.com/support/4g-lte-network-extender-2/ and click on the > under "Troubleshoot 4G LTE Network Extender 2". This'll open up the troubleshooting wizard. Please select "Can't Connect" and follow the steps. Let us know if this helps.

~Jesse

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