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?
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
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.
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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