LTE Network Extender error 5A
baconta
Newbie

Plugged in a new Network Extender: ASK-SFE116 and it says "server error 5a please check user guide".  Found the user guide online because it doesn't come with one... When I go there it says to check my firewall settings.  I turned off my firewall temporarily to see if it made it work, but no dice.  It then says to call verizon.  I don't wanna sit on the phone for hours.  Any ideas?

 

Thanks

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vzw_customer_support
Customer Service Rep

What's up, baconta, I hope you are finding yourself well this evening.  I am here to help regarding your Network Extender and the error 5A.  I read through the userguide and it states "The LTE Network Extender has failed to get certificate from the CMP server; please contact your network administrator.  If the issue persists, please call Customer Service (800-922-
0204). "  The first step will be to contact your Internet Service Provider to make sure that all of the settings on your modem are set correctly and do not have anything on their end that would prevent your modem for allowing the Network Extender.  Once they confirm there are no issues, then we can start troubleshooting the device.  Does this make sense?    -SantoC_VZW

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WW33
Enthusiast - Level 1

Also same 5A Error Message problem for me with my brand new one day old Verizon LTE Network Extender.  Tried turning off firewall, no change. Then called my Internet provider and they said they had no restrictions and that my new Network Extender shouldn't have any problem receiving a certificate from them.. In fact the tech said she successfully uses the same Network Extender at her home. So..... any advice on what my next step is. 

jav6
Champion - Level 3

@WW33 wrote:

Also same 5A Error Message problem for me with my brand new one day old Verizon LTE Network Extender.  Tried turning off firewall, no change. Then called my Internet provider and they said they had no restrictions and that my new Network Extender shouldn't have any problem receiving a certificate from them.. In fact the tech said she successfully uses the same Network Extender at her home. So..... any advice on what my next step is. 


Have you called Customer Service, 800-922-0204 and had them check and CONFIRM that the MAC ID of the device has been properly activated on your account?

...Just another VZW customer...trying to offer some assistance...
vzw_customer_support
Customer Service Rep

We definitely want to ensure that you can get connected to your network extender error free. Please send us a Private Message, so we can help you look into this. 

-AlfredoR_VZW

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eleffler
Newbie

just purchased and having the same problem as everyone else, 5A  have verizon fios as provider for internet,  why do these things have to be so difficult ?  No user manual have googled and found this thread,  can't get through to Verizon for help on hold for god knows how long.  My phone dropping calls has been going on for weeks and FIOS says it wireless now you say its FIOS.  Really, I just need some decent customer support.  please let me know how I can talk to someone. 

 

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vzw_customer_support
Customer Service Rep

Help is here and we want you to get the most out of your Network Extender. Please send us a Private Note at your earliest convenience to get started.

VictorC_VZW

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Jenningsd
Newbie

I am having the same problem 

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vzw_customer_support
Customer Service Rep

We know how important it is to have your Network Extender up and running. The error 5a means: The LTE Network Extender has failed to get certificate from the CMP server, please check the LAN/firewall settings, or contact your network administrator. 

 

Have you been able to check with your ISP to make sure that all of your LAN/Firewall settings are open?

EllisandraC_VZW

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Same problem.  Switched my whole home to Verizon Cable TV, Internet and Wireless (Cellular) service today after 25 yrs with ATT and 23 yrs with Comcast/Xfinity.  We are having FIOS installed professionally on 09/13/2021.  If no one can tell us  how to make this work after the 5a error, we will have the technician deal with it and report back here after.  Anyone??

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Hh134
Newbie

error 5a , contacted both fios and wireless. not helping

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vzw_customer_support
Customer Service Rep

Thank you for reaching out to us for assistance on this. This is a GPS error. Moving the Antennae and device throughout the home to find a better spot for it is usually helpful. Ensuring your Wi-Fi signal is strong enough to handle the Extender could help as well. If you are continuing to have troubles after this, please contact us directly by leaving a Private Note here or reaching out to us online @VZWSupport on Twitter or Facebook.

 

 

*Robert

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alafler
Newbie

I am also having the same issues. Sadly, I do not have cell service when the network extender does not work and we do not have a home phone so I am unable to call. There are no restrictions on my internet and I do not have trouble connecting any other devices.  I don't remember the 3G network extender giving me this much trouble. 

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browning1292
Newbie

I am having the same issue

 

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vzw_customer_support
Customer Service Rep

Help is here! We would like to take a closer look at this issue you are experiencing with the Network Extender. Please send us a Private Note at your earliest convenience to better assist and continue the conversation. ~Vic

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ckirkst2s
Newbie

Same issues

So how does one send a private note?

Thx

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vzw_customer_support
Customer Service Rep

ckirkst2s, if we sent you a Private Note you will need to reply to, otherwise, we can help here.  As someone who uses a network extender, I know how vital it is to get the issue you are having resolved. We will be delighted to help you resolve the error. 

Is the network extender near a window? Are you using the GPS extension cable?

Install the GPS Extension Cable - 4G LTE Network Extender

https://www.verizon.com/support/knowledge-base-204066/

-Jacob

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vzw_customer_support
Customer Service Rep

We always want you to have the ability to use your services. I'm sorry to learn about what's going on, and I'm here to help in any way I can. I am also sending you a Private Note, so we can take a closer look into things for you. Thanks!   -Jordan

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Peytond7181
Newbie

My new network extender will not configure, displays Error code A5. My isp does not see a problem on their end. I have tried to get tech support on the phone 3 times today and it keeps cutting me off!

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vzw_customer_support
Customer Service Rep

Hello, Peytond7181. We are very sorry to hear about this issue that has come up with your Network Extender and for any troubles you've encountered with getting in touch with us for support. We certainly are happy to assist with making sure that your Network Extender is up and running successfully. How long has this been happening? -Brett

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alandh1961
Newbie

I am also having 5A issues my ISP and I have gone over the firewall and port rules and I dont see anything blocking traffic I even added a port assignment to port 52428 & 20906 but I still get this 5A error would appreciate more help than I got on the phone!!!!!

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