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4G/LTE Network Extender - Startup failure: step 11a of 14

Sudden strange behavior of the Network Extender, it was fine before in the same spot in my house. It stopped it's startup sequence on step 11d according to the LCD display and registered a startup error there. Then, over a period of say 15 minutes, went back to step 11c, then 11b, and finally stopped at step 11a. It says "see user manual", but of course, there's nothing in the user manual about what the various steps are doing so that's really no help at all (as usual for these black boxes).

Can anyone please tell me about what happened here? I can log into the web interface, but it just tells me the same thing as the LCD, no help there either. I thought that the status indications were a lot better on this newest Network Expander, and in theory they are. But since there's no explanation of these statuses, might as well have 4 colored lights that do weird things again. Got to wonder about Samsung and Verizon, having this state of affairs be acceptable.

Thanks for any help...got no idea what's happening.

Comments

rvortman

Booted up okay this morning, so there isn't a question at the moment. However, the question remains of what the point is of having all the startup step status codes available if there's nowhere that an owner can find out what each step is trying to do so that failures can be understood and remedied. There are only a couple of steps that tell you explicitly what they're doing, like "getting an IP address", which has never failed of course.

Anyways, I hate to be a whiner, but come on, why can't this be easier with all the status that one can get from their Network Extender? If it's "not enough GPS", that's something that doesn't appear in the LCD display, and was easier to tell with the old Extender with only the 4 oddly colored lights.

And why doesn't this expensive, intricate device try to reboot on it's own like the old Network Extender did? I can always power it off if I get tired of watching it trying to reboot, like I could with the old Network Extender. And I have to power-cycle it anyways to get it to retry if there's a temporary problem.

Okay, maybe I am whining just a little bit *smile*.

vzw_customer_support

RogerSC, we don't take you as whining at all. This is why we're here to help you. The network extender can be a bit tricky if you don't know what to look for. We have created a public support page that can be seen here > http://vz.to/29Mo035 and you can view the extender's status codes here > http://vz.to/2vA2hdr Does this help?

MarcusS_VZW

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

rvortman

Thanks for the document pointers. I had seen the Network Extender troubleshooting stuff, but hadn't found the table with status codes in it for some reason. Or maybe I found that table, but didn't see the status codes there. At any rate, that should be helpful in the future, thanks.

The 11a. failure seems to indicate that the Network Extender couldn't get in touch with the management server, or that there was a communication problem between the Network Extender and management server. Not something that I can do a lot about, other than to wait for it to straighten itself out. Which is what I ended up doing, by hoping that things would be better by morning *smile*.

Thanks again.

vzw_customer_support

RogerSC, I'm so happy to hear that these links were helpful for you. Please know that we're always here to assist with any wireless questions or concerns that you might have. Has this error since cleared itself? Please keep us posted.

KevinR_VZW

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

samrivard2017

Same exact issue. final received my network extender after waiting a month, only for it to fail in startup. Called Verizon, and was told that I have received a defective netwro extender. The GPS signal was not working at all.

vzw_customer_support

I'm sorry to hear about this, samrivard2017. I want to ensure that we can get your network extender working. Did you return the defective network extender?

ZangY_VZW

rdhoffy

I am having the same issue... Setup is failing and stuck at the 11a stage. That says no action required it is downloading software. How long does this take? and What's my next step?

KPeppard

We too are having the same issue this morning, 10/10/2017.

Our network extender has been working just fine till this morning. Now it says it is stuck on step '11a of 14'.

I have tried rebooting the unit several times, as well as rebooting our Internet modem and router, then rebooting the extender. Same issue persists.

In looking at the alert logs on the extender, I see:

10-10-2017 05:34:33 MDT: SERVICE_OFF.

10-10-2017 05:34:33 MDT: Service cannot be provided due to abnormal service condition.

10-10-2017 05:34:09 MDT: GPSR module failure due to e.g. self test failure, power failure, EPC (Electronic Frequency Control) exceeding normal operation range, OCXO/TCXO failure, etc.

I also see that step 11a refers to the step of 'Connecting to Initial Management Server'. 'The 11a. failure seems to indicate that the Network Extender couldn't get in touch with the management server, or that there was a communication problem between the Network Extender and management server.' - (thanks RogerSC for this info).

Is there some issue on Verizon's end this morning? Kind of odd several of us are experiencing the same thing at the same time.

Thanks for any info.

KSTANLE

Same for me here too. Stopped working sometime in the middle of the night. Tried rebooting, adding the GPS extension cable & even tried calling Verizon Support (unable to maintain a cell signal to use this method).

Seems like a wide spread issue, given how many folks are starting to report it. Hopefully Verizon Support will find and fix the issue soon! At this moment, they seem to be unaware of it. :smileysad:

DEANCHER

Another one here, stuck at step 11a, unable to resolve.

jerro

FYI, I posted this on another page: It came back on last night 10/10/17 but it now has the Original Location Flaw from over a year ago: The internal GPS shows my exact location on the extenders admin page BUT the connection from the VZW Network relays a far away location to the Phones so Maps, Weather , traffic, google, anything needing location is far from our physical location. The only way for devices to know where they are is #1 shut off the Extender or #2 change to only the battery eating internal phone GPS (only). This took all of the summer of 2016 to get resolved and was fine until the outage yesterday now the big mess is back!

vzw_customer_support

rdhoffy, We're here to help with your Network Extender issue. We do show that some customers were affected by this 11a message. Please power cycle your Network Extender and restart the activation process. Let us know what happens.

JoelR_VZW

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