Site Totals

61164 Questions Answered 265 Categories

LTE Network Extender error 5A

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

Comments

vzw_customer_support

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

WW33

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

@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?

vzw_customer_support

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

WandaDTV61

Same problem here!

Not happy when it said see the user guide and it did not come with one!

jav6

@WandaDTV61
wrote:
Same problem here!
Not happy when it said see the user guide and it did not come with one!

User Guides are available on the website by searching 'user guide'. When I get a new device, I always download the latest user guide in case I need it.

https://scache.vzw.com/dam/support/pdf/user_guide/verizon-lte-network-extender-user-guide.pdf

vzw_customer_support

I apologize for the issues you are having with your network extender, WandaDTV61. I want to do my best to make you happy. Let me get some more details to help you with the issues. What type of home internet do you have? The network extender requires high-speed internet with a minimum requirement of speeds. Does your home internet have a minimum internet speed of 10 Mbps down and 5 Mbps up? Did you try a different location in your home? Here's a link that provides additional details on how to set up the LTE Network Extender (3rd Gen) for a reference

https://www.verizon.com/support/network-extender/ Please keep us posted as to the information asked so we can best assist you.

Edwin_W

eleffler

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.

BillM100

It appears that this error is related to lack of activation at Verizon's end. From one post on these boards that claimed a solution:

I called tech support and it showed that is was not active on their end. On my end it showed activated. Make sure you get tech support though and not customer service, customer service cannot see the same things as tech support can. He simply verified my mac address on my device, activated it on his end and I was finally up and running. So my advice is to make sure when you call in, speak to tech support.

And another post that claimed the exact same solution:

Called Tech Support-- no answer but the My Verizon Chat app worked. The tech was great. He had me send him the MAC ID of the unit then power it off. He added the MAC address into Verizon's system to activate it. Then I powered it on and no more 5A. It is working well. From reading this and other forums, it sounds like most if not all of these extenders ship out inactivated. Since Verizon is the one sending out the unit they would save themselves and their customers a lot of energy and grief if they were activated when shipped. Hope this helps others.

So I am experiencing the same 5A error. Can I please have a tech support person contact me so I can give you the MAC address of my unit so that you can activate it please?

Cheers, -Bill

BillM100

Hi all,

I can confirm that this error is 100% at Verizon's end. It occurs because the unit has not been registered/activated with Verizon. Once I was able to make contact with the right technical support, they entered the MAC addresses of my extenders and shortly after that the 5A error was gone and the units were fully functional.

Cheers!

DK60

I have this same error, and Jorge from Verizon had to transfer me to a higher level tech. UNFORTUNATELY, I HAVE BEEN ON HOLD FOR 30 MINUTES waiting for said tech, without anyone coming on to say please keep waiting. Ugh

Amy9999

I have same error 5a issue. No cell service to call tech support. Is there an online tech service or other way to correct this?

jav6

@Amy9999
wrote:
I have same error 5a issue. No cell service to call tech support. Is there an online tech service or other way to correct this?

What about WiFi calling thru your internet provider?

vzw_customer_support

Amy9999, thank you for bringing this to our attention as well as we are here to help! To better assist, what troubleshooting steps have you already attempted in resolving the error message prior to reaching out to us today? This will help ensure we avoid asking you the same questions again.

-Kevin

vzw_customer_support

Here to assist with all your wireless concerns jav6. Sorry to hear you're having issues with activating your Network Extender. We can help. Have you tried resetting your home internet router?

-Kinquana

jav6

@vzw_customer_support
wrote:
Here to assist with all your wireless concerns jav6. Sorry to hear you're having issues with activating your Network Extender. We can help. Have you tried resetting your home internet router?

-Kinquana

Geez...read the posts in the thread. I'm not one of the posters with an issue.

VZCustomer2022

Experienced the 5A error and used all troubleshooting tips listed in this thread and none fixed the issue. However, opening up a LiveChat with customer service to have the device registered to my account fixed the issue in under 30 minutes. I'm not sure why this is not mentioned in any of the replies or mentioned in the shipping packaging instructions. I'd like to suggest some simple information upgrades from Verizon on future communications on this product.

vzw_customer_support

Thank you for the update VZCustomer2022, as we are glad to hear you were able to get assistance with your concerns. If you have specific questions that need assistance and this forum doesn't work for you, reaching out to us via our Live Chat or even Facebook/Twitter will connect you with an actual representative of Verizon Wireless. We appreciate your feedback and, if you need us for anything else, we are here to help.

-Candice

temp45689

I spent more than an hour on the phone with Verizon tech support. The error is related to GPS registration so that if you dial 911 and the unit handles the call, it will know where the call came from.

They had me extend the antenna to a window and wait another hour to see what would happen. The unit reported connections to 13/13 satellites, but still the Error 5A did not resolve.

Verizon promised to call me back in 1 hour, but, of course, they did not.

BillM100

Please read the messages in the queue above as I, and a couple of others, have solved this problem. The 5A error is a Verizon fault. You have to register the MAC address of the extender with Verizon in order for the unit to access Verizon's servers. Without this registration, you will be blocked and a 5A error will result. The trick is to talk to the correct tech support person who can do this MAC address registration for you. Once I worked that out, my extenders were registered and the 5A error immediately disappeared. And the extenders have been working great ever since.

Let me be clear - this error has nothing to do with the GPS!

Good luck!

vzw_customer_support

Im very saddened to hear that you have not received the feedback that is needed from the GPS incident. I can understand how waiting can be very upsetting when the time has passed. I would like to review the account to see if there have been any updates on the account. I will need to get access to the account.

Please send us a Private message to continue.

-Roni

frye3221

I tried to chat but it was not with a human being and it was so frustrating as it was unable to respond to my question of how do I resolve error message 5A. Kept sending me the same message over and over again. Also no user guide i the box.

I have been on hold now for 45 minutes and have tried all of the troubleshooting messages that I have seen on this site. No help.

It is so frustrating and I honestly don't know what to do.

frye3221

Classic. Finally got my phone call picked up after 45 minute wait and the call got dropped.

Seriously, what do I do? Any suggestions would be appreciated.

frye3221

Any tips on how to find the correct tech person?

Sat on hold for 45 minutes and when the call finally got answered, it got dropped.

This came after a horribly frustrating attempt to chat with an automated system.

Shouldn't Verizon be aware of this requirement and have already registered the MAC address prior to sending the extender?

vzw_customer_support

frye3221, we understand the importance of having your network extender up an running. The 5A error can be triggered by many things such as an issue with the ethernet connection or simply the MAC ID for your device is not properly registered on your account. We are happy to assist and get this resolved. Please respond to the Private Note we have sent.

*Joshua

dzumwalde

I am getting the same server error 5A. I restarted my router. Nothing. Waited on hold just to be routed to the live chat which was a waste as the chat assistant did not understand my issue and somehow thought I was trying to add a new line to my account. Can someone please help?

vzw_customer_support

It is important to activate the Network Extender so you can get the most out of your Verizon Wireless service. To better assist please send us a Private Note at your earliest convenience and we can take a closer look at this particular error message.

~Vic

jav6

@dzumwalde
wrote:
I am getting the same server error 5A. I restarted my router. Nothing. Waited on hold just to be routed to the live chat which was a waste as the chat assistant did not understand my issue and somehow thought I was trying to add a new line to my account. Can someone please help?

There are network servers that have a database associating the MAC ID's of network extenders to users' accounts. This is NOT the same as having the device show up in your My Verizon account. Agents on this Forum @vzw_customer_support (Joshua, Vic) can check your My Verizon account to see if the extender is there but generally aren't aware of this network server database requirement, nor do they have access to it. You HAVE to get to an advanced technical support person who is aware and has access to the network server database to associate the MAC ID to your account. When you call, keep pressing until you get transferred to one of these advanced technical support people.

I have received network extender support from the Network Accessibility Cust Svc Ctr, 888-262-1999. Maybe they have someone that can offer some assistance.

XiphoidSword

Looks like this is a rather common problem. How do I get a link for help? Been on hold for a total of 6 hours over the last week.

Help!!

vzw_customer_support

XiphoidSword,

We are so sorry you are having this trouble. We want to get you back up and running. Are you still stuck with the same error? Have you restarted the process again?

-Jenelle

Child Item