Recurrent MME Communication Error on Extender

[ssiewert]

On a daily basis, our 4G LTE extender needs to be power cycled after a MME communication error.  It works fine for a while each day, then, on a daily basis it seems, the MME communication error occurs until the power cycle fixes it until the next day.  Any ideas?  This has been happening for the past few weeks.  Frustrating!

Thanks for your input!

[JCap334]

You're not alone with this issue. I work in an office in Mays Landing, NJ and Verizon LTE signal is relatively weak indoors here since we're in a semi-rural area surrounded by forest.

I work in the IT department at my company. We have 2 Verizon 4G LTE Network Extenders (1st gen) set up on both ends of our office set to their lowest power level to prevent the signal bleeding too far outside into the parking lot. Over the past year, there have been ZERO issues.

A few weeks ago, both extenders updated their firmware to "Software Version : 3.1.1.00"

Ever since then, BOTH of them intermittently stop working with the "MME Communications Error". The only way to fix this is to unplug and plug back in the extender. Furthermore, I can actually trigger the issue. The extender can be up and running, if I run the OOKLA Speedtest app, after the results come in, the extender crashes with the same error.

I repeat, this was NOT an issue before the 3.1.1.00 firmware update. This is definitely an issue caused by Verizon's software and must be fixed. I doubt it is a coincidence that not one, but TWO extenders are exhibiting the exact same issue and have become completely unreliable.

[vzw_customer_support]

Having a functional network extender is essential, in order for you to get the coverage you need indoors. With this error message, are you seeing it on your phone or other connected device? Or, is the error showing on the device itself?

SeaneB_VZW
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[JCap334]

This message is shown on the small screen on the 4G LTE Network Extender itself. The exact message is:

Out of Service

MME Communication Failure

As said before, this is affecting 2 network extenders which were bought together about a year ago. They both worked flawlessly for months on end until they were updated to Software Version 3.1.1.00 as shown on the web interface.

Ever since then, every single day, one or both of them will go offline with that error. It seems to happen more often if we have a big meeting with many more people than usual in the office. Appears the Extenders are no longer "resilient" to being run at full capacity. We usually have about 15 - 25 people in our office at a given time. Everybody in our office has a Verizon phone through the company. Looking through the capacity logs, on most days, both extenders are not running beyond the threshold.

The only thing that fixes this issue is to power cycle the extender.

[vzw_customer_support]

I regret the inconvenience this has caused as I know the importance of keeping the business connected, JCap334. As this occurred after a software update I would suggest completing a factory reset of each Extender using the following link: https://www.verizonwireless.com/support/knowledge-base-204069/

YaleK_VZW
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[JCap334]

I have performed a factory reset on both extenders, each confirming on the screen the factory reset was occurring.

One of the extenders has reverted to Software Version : 1.0.0.21

The other extender is still on Software Version : 3.1.1.00

The extender that reverted to the old software has no longer has the issue. The extender that is still on the current software is still exhibiting the same issue, random crashes requiring a power cycle with MME Communication Failure.

There is no more troubleshooting to be done on my end. It is PROVEN that this issue is directly related to buggy software in the recent update. Verizon MUST FIX THIS ISSUE ON THEIR END ASAP!!!

[vzw_customer_support]

JCap334, thank you so much for your patience and for the troubleshooting steps you have completed with your network extenders you have at your work place. I would like to gather some more information on this issue with the latest firmware version you are experiencing so that we can find the proper resolution. How often would you say the network extender with the most recent update shows the error message "MME Communication Error"? How long is the network extender with the latest firmware version able to work effectively until the error message shows up again?

BrettA_VZW 

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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!!

[JCap334]

To answer your questions. On the latest firmware, the extender tends to fail with MME Communication Failure roughly once a day or every 2 days.

The issue can actually be replicated/triggered. If we have a lot more people than usual in our office with Verizon phones, the extender will crash.

If I run the OOKLA Speedtest app. After I run the test, 9 out of 10 times, the extender will instantly fail with MME Communication Failure. To bring the extender back up, I must unplug and plug back in.

From my conclusive troubleshooting, it appears the extenders cannot handle being run at full capacity, where this was not an issue in earlier software builds.

My proposed solution is for Verizon to roll back the most recent software update, OR to fix this issue in an upcoming update.

[vzw_customer_support]

JCap334,

I appreciate the steps and troubleshooting you've taken. You mentioned the extenders are 4G. The errors you mention are concerns with the devices commuincating with the network. Just in case: https://www.verizonwireless.com/support/knowledge-base-204074/

Understanding the concern is with both devices, just for troubleshooting, what happens if you unplug one of the units, then move it to another location?

KatiM_VZW
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[JCap334]

I swapped positions of both units, even assigned them a static IP and used Level3/Verizon DNS servers (209.244.0.3 / 209.244.0.4) on the network settings, and the same issues occur. I had the extenders up and running all day long. Phone calls worked fine with them.

As soon as I ran an OOKLA Speedtest.net while close to each extender, one by one they both crashed. This is not a network issues in my office. Our Comcast Business connection works absolutely perfect. I even checked our web filter to see if anything was being blocked from either extender, and did not find anything.

I'm at a loss at this point. All I can do is wait for the next firmware update and hope the issue gets resolved. Otherwise I'll most likely be seeking a full refund of all extenders my company has purchased.

This issue needs to be fixed on Verizon's end.

[vzw_customer_support]

JCap334, we appreciate the steps you have taken thus far. You mentioned previously one of the extenders reverted back to an older version software after you performed a factory data reset. Is this still the case? I ask because in your last post it seems to indicate that both have the same issue again after you assigned the static IP.

TionnaB_VZW
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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!!

[JCap334]

The extender that had the old version automatically updated to the latest firmware on its own. Both extenders run perfectly fine until a heavy load is placed upon either of them. Days can go by and they'll be fine. AS SOON as there is either:

A) A large meeting in the office with people who all have Verizon phones

B) I run a speed test

At the point the extender is heavily loaded, it crashes with MME Communication Failure and has to be power cycled.

There is absolutely no more troubleshooting I can do on my end unless you can tell me how to view/extract a debug log.

[jav6]

vzw_customer_support​, It appears that this issue can be replicated easily.  Can't you escalate this to Technical Support to work with Samsung if necessary to find out the issue with the latest release of the software?

[vzw_customer_support]

Jav6, we want to make sure this MME Failure message issue is resolved ASAP.  This problem has been escalated to our next level of tech support for a general resolution.  We are assisting customers on the individual level as well.  Are you currently experiencing this issue as well?  We are here for you to help.  Thank you for your patience.

SeanC_VZW

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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!!

[jav6]

No, I am not experiencing this issue as I have a different network extender model and it is working fine.  I just wanted to see if this could get escalated as has apparently been done.  We'll see if any resolution comes from it.

[jav6]

@SeanC_VZW vzw_customer_support​, can you give an update on the escalation of this issue to Technical Support and Samsung? Is there, in fact, an open ticket or support case on this?

[Farshman]

Has this issue been resolved, I am having the same exact problem with the same model requiring a reboot.

[vzw_customer_support]

We are sorry to see that you are experiencing the same issue with your network extender. To be sure we are on the same page, tell us more. When did you notice this issue with the extender? Did anything change with the network extender or the home internet service before the problem?

VictorC_VZW

[PA_Train_Guy]

Add me to this list! We discovered that our Verizon 4G LTE Network Extender wasn't working a few days ago. I have read through all of the problems reports, complaints, and repair suggestions in this thread. We have tried everything, to no avail. I spent over 1/2 hour on the phone with Verizon "support", three different agents. We are waiting a call back. It is disgusting that this problem has been occurring for over a year and Verizon has not addressed it. In addition, we have lived in this location for over 9 years with poor Verizon coverage. We are on our second extender, the first one being a 3G model. In that time Verizon has not built out their tower coverage in our area, in spite of a local building boom, so that we could get decent coverage without an extender. I guess it's time to go proovider shopping again...

[vzw_customer_support]

PA_Train_Guy, 

We understand wanting to have the best available service where you need it the most. We surely wouldn't want to see you leave us. Your time is valuable so we know that spending time on the with us to address these issues is frustrating. You mentioned that you were waiting for someone to call you back. Were you provided with a reason for the callback? When you spoke with us by phone, was a ticket submitted for the trouble you're having with the extender?

ShawnteJ_VZW

[knife2241]

I have been having this same issue for over a year. I've called tech support multiple times and the issue still plagues the network extender. It is now out of warranty and I have the choice of purchasing a new unit or switching service providers and get one for free from the other provider. Long story short, I switched and got a free excellent working network extender along with a lower monthly bill. For the price Verizon charges these should be free to the customer with a refundable deposit. I was a customer for about 10 years and have had enough.