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VZW LTE Extender Stuck at HeMS server Server Error 8E

network123

We received this 4G LTE Network Extender last Tuesday, we set it all up and it gets IP address and connects via IPSec no issue.

But it's stuck at 8E. Called Verizon support, and made sure the mac address on this device is in our corporate account, then proceeded to 2 hours on it including factory default, and still same error.

It's stuck on ERROR: Locked by the HeMS

after

Connecting to HeMS ...
HeMS Url: http://[2607:f160:8203:a06c:c0:160:0:20]:8080/hems-web-ui/ws/cwmp-server
HeNB SN: SC0260606010

Hoping for someone who can help us. Thank you.

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SynthpopAddict

Just an FYI, the CSRs aren't able to use these forums for now. There are a couple of forum members who are conversant with the network extenders and hopefully one of them will stop by, but if you want to contact someone with Verizon, I'd recommend social media:

Instagram: Instagram.com/Verizon (Pre-paid excluded)

Facebook: Facebook.com/verizon

X (Twitter): x.com/verizonsupport

If you don't have social media, you'd need to use the Business Support link at the bottom of the forum page since this is a corporate account. As an aside, the network extenders need a wired internet connection (preferably cable internet) to hook up to. It doesn't work with fixed wireless internet, and some people have reported problems getting them to work on fiber internet. The only other thing I can think of for now is if your company has some kind of firewall blocking the extender?

Tell whomever you speak with that it is not a MAC address issue as the MAC address was already assigned to your account.

network123

Hello and thank you for replying!

We have two 1G fiber connections from two different companies, I tried both and same error result from either. I allowed all traffic from the LTE extender at our firewall so I don't believe that's an issue.

SynthpopAddict

You're welcome. Sorry to hear you still can't get the extender working. I think it might be an issue with the fiber internet because the extenders were designed for the cable internet days, but someone said they managed to get an extender working with fiber internet somehow. Wish I had a better answer but I'm not a serious techie. :(

Another forum member shared a number for Advanced Tech Support at 866-271-7585, but I'm not sure if they can handle business accounts. Hope you can get it sorted soon. If the extender completely fails to work and you need a boost to the Verizon signal at your workplace, the only other thing I can think of would be to invest in a 3rd party signal booster system compatible with Verizon, as those systems run independently of an internet connection.

jav6

Which model Verizon LTE Network extender do you have? For a corporate account it must be the Business model extender, not the consumer model. Advanced Technical Support should be able to tell you if it should work with your Fiber internet service. Even though they say the MAC ID is associated with your corporate account, it may NOT be associated properly in the appropriate network database.

SynthpopAddict

Thanks @jav6 for stopping by and providing the tidbit about business accounts needing a business version network extender! I've added this to my notes elsewhere for future reference. Also appreciate the info about the MAC ID needing to be in whatever proper database on Verizon's side and not just assigned to the customer account.

network123

Thanks for replying.

We have two 1g fiber connections with two different companies and I tried both connections, same result :(. I don't believe it is a firewall as I allowed all traffic.

network123

ASK-SFE116 is the SKU #.

From the manual, it says error 8E is "The LTE Network Extender is put into maintenance mode (Admin=0) by the management server, and no UE can register on the device. If the issue persists, please call Customer Service (800-922-0204)."

So, I spent 70 minutes to be on 800-922-0204 to restart, de-active, re-active, add address for E911, software factory default, hardware factory default, and just back the same error code. At the end, the agent said she does not have access to the management server, so calling 800 922 0204 is a waste of time.

network123

866-271-7585, tried that number, it said, "Hello, this number is meant to be only used if ACPS or CPI is down, please use … " then just hangs up immediately.

network123

Verizon is sending us a new unit after contacting them via Facebook and spent a total of another 2 hours with support both chat and phone and giving them the history or screen shots.

Crossing my fingers the new one works out the box.

jav6

Hopefully the new one being sent is the extender intended for business accounts as the Askey ASK-SFE116 is not. What is the model number they are sending? Even when calling the 800-922-0204 Customer Service number you should be able to be transferred to (Advanced) Technical Support. You may need to be persistent in asking. Apparently, the Advanced Technical Support direct number 866-271-7585 has been discontinued for use.

SynthpopAddict

Eek. Thanks for sharing. I've updated my notes elsewhere.

SynthpopAddict

Do you know if there are any other extenders? The only ones I've heard of are the Askey ones and the older Samsung ones, but I'm not sure if the Samsung ones are still available as the last I'd heard sometime last year the Samsung ones were on a very long backorder status. The majority of customers in the forums are personal account holders though, so it could just be a lack of discussion on the extenders used with corporate accounts.

SynthpopAddict

If your business is in the public sector, there are other numbers to call CS for business support. I thought Verizon had completely separate numbers for corporate account support anyway, but now they're routing a lot of calls through the 0204 number, which is a catch-all number handling all the personal accounts too.

Contact Verizon Business Customer Service: Live Chat & Support | Verizon Support

network123

You know, it makes NO sense to me why a LTE extender needs to be associated with an account to work. We paid for the device. There is NO monthly subscription. It IMPROVES cell service for ALL Verizon customers. If I was Verizon, I'd pass them out for free.

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