4G LTE Network Extender IPSec failure after firmware update
wbevzw
Enthusiast - Level 2

I have a 4G LTE Network Extender in my house due to poor cell coverage in our lower floors. 

The device underwent a firmware update this morning and ever since it has been unable to completely boot, getting stuck in the SeGW server connection step. Diagnostics show that the device is unable to establish an IPSec Tunnel.

I have tried resetting the extender both through the web GUI and by power cycling with the same result.

There has been no change in the local network routing configuration which includes specific port forwarding for IPSec, SeGWDNS, IKE, A-GPS,  and A-GPS2 .

Anyone have any idea what to do?

 

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wbevzw
Enthusiast - Level 2

I turned off the Network Extender for several days and just turned it back on.  This time it booted right up and established a connection. 

Testing shows both up and down call legs appear to be working.

So, somehow magically the problem has been resolved.   Seems like it was a network issue.

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6 Replies
vzw_customer_support
Customer Service Rep

Hello, wbevzw, I'm sorry to hear you've been running into some trouble with your Network Extender. Are you still having trouble with audio on your calls? Please let us know if additional assistance is needed.

-Lauren

wbevzw
Enthusiast - Level 2

I turned off the Network Extender for several days and just turned it back on.  This time it booted right up and established a connection. 

Testing shows both up and down call legs appear to be working.

So, somehow magically the problem has been resolved.   Seems like it was a network issue.

jav6
Champion - Level 3

@wbevzw wrote:

I turned off the Network Extender for several days and just turned it back on.  This time it booted right up and established a connection. 

Testing shows both up and down call legs appear to be working.

So, somehow magically the problem has been resolved.   Seems like it was a network issue.


Since your issue appears to be resolved, you might mark this thread as ANSWERED/SOLVED.  Unless you want to leave it open in case the issue reappears or you want others to comment/add their own issues.

...Just another VZW customer...trying to offer some assistance...
SynthpopAddict
Master - Level 1

If you've had this extender for a long time, the firmware update might not be supported for that model and killed it.  Or it just died for some other reason unrelated.  Would try asking Verizon for a new one.

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I'm not a Verizon employee, just another customer trying to help.
wbevzw
Enthusiast - Level 2

Thanks the unit is old, but not that old.   Wouldn't expect VZW to run the risk of bricking units in the field pushing improper Firmware.

Looks like this may have been a Verizon network issue. 

I called yesterday and the tech and I walked through factory reset, power cycle, etc. with no change in behavior.  Then the tech reset something on his end which allowed it to go to the next step, "Connecting to HeMW server" but it got hung up there.   The tech was certain that this step would complete successfully albeit after some time as it involved a reload of profile data to the extender.  

Unfortunately I ran out of time and had to end the call and figured I would see what happened when I got back.  Several hours later, I returned and the unit was back in the "Connecting to SeGW server" state, having automatically rebooted after being out of service for an hour. 

This morning I took a look and now the unit is back on line and I was able to make calls using it.  The log shows it rebooting all night long with the last one a couple of hours ago.  So it would appear that something in the VZW network changed, perhaps to accommodate the new firmware.

Strangely the #48 code does not play the Network Extender message.

wbevzw
Enthusiast - Level 2

So it turns out that while the extender now connects, and handles call control, we can't hear anything on phones that are connected.   The outgoing audio is working in calls but the incoming audio is broken.

Looks like another call to VZW is going to have to happen when I have 2-3 hours to burn.

sigh....

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