ISSUE: My Verizon MotoZ4(2) 5708 hotspot displays on my Windows 10 computers as an available network but after entering its password I get “Windows can’t get the network setting from the router.” On the phone I go to the hotspot, manage allowed devices, limit 10, allow all devices is grayed out, none appear, I try to add allowed devices, I enter the requested MAC address (for the HP desktop B0-35-9F-DE-BA-D4; or Dell laptop AC-72-89-CS-6E) and “cancel” is the only working option – “OK” is grayed out. Would like to activate the "all" devices choice. How do I get around this or is there another solution to getting beyond “Windows can’t…”? Have tried the online suggestions, chat, Verizon and beyond. Motorola says talk to Verizon. David
Hello efarm,
I'm sorry you're getting an error message when trying to connect. To assist you, I would suggest removing the network name from the list of saved networks and then try to reconnect. From Microsoft:
Go to settings->Network &Internet->Wi-Fi->Manage Known networks->forget.
Try to add the network again, at that point. Please let me know how it goes, thank you.
ChristinaB_VZW
Did the forget for the only network, HughesNet, and tried to add allowed device, entered MAC address (though I'd rather just get back to the all devices activation choice) with the same result - only active (dark green) choice is cancel - OK is grayed out.
Thank you for trying that. Are you able to connect your Mobile Hotspot to other devices?
EllisandraC_VZW
To be clear, I'm doing this on the phone not the computer. Right?
Nothing else to try - just an HP all in one desktop and a Dell notebook - both running Windows 10 - both with same result. Never had this problem with old phone. It really seems to be that the allow section of the phone needs to be activated. I tried Motorola and they punted to you - Verizon.
Not relevant probably, but I successfully used a Verizon Jetpack for years before hotspots.
Trust me. I have done the complete myverizon troubleshooting, chatted endlessly, tried website advisors all to no avail. The problem is straightforward: The part of my phone that allows devices to access its hotspot is not operative. Its links are grayed out. Please, please bump this up the line to someone who knows how to activate the "add allowed devices" part of my phone. If that can't be done, please acknowledge that so I can pursue an adjustment of some sort such as possibly reactivating my old ellispsis jetpack to compensate for the no-hotspot (otherwise works fine) phone I'm buying for many dollars. Thanks, David
I appreciate your efforts to fix this concern. Let's continue to troubleshoot the MHS for the Moto Z4. https://www.verizonwireless.com/support/motorola-moto-z4/troubleshooting/ When did you get your new phone? ARe you able to connect any other device to the MHS on the Moto Z4? VanetrisC_VZW
Ordered 7/15/2019 #002707018001. I've been through that sequence of troubleshooting steps and it does not fix the problem. Someone, somewhere needs to activate that part of the hotspot controls under manage device where it allows other devices to use the hotspot. As I've explained many times, it shows on the computers as an available source but when I log in it says Windows 10 can't access it. That's almost certainly because my phone says allowed devices "none" and when I try to add one the only active link is "cancel". Please escalate and if that can't be done kindly reply to that effect and I will include your conclusion with my repair or replace order to Motorola. At this point both Microsoft and Motorola say it's a Verizon problem. Thanks for your help but we're doing Groundhog Day with the troubleshooting. Please escalate and see if someone up the line understands the issue. David
Motorola asks that I confirm...
Check provisioning
In order to use the hotspot feature you need to have this option enabled by your carrier.
Please contact your carrier to ensure this feature is provisioned correctly.
Ordered 7/15/2019 #002707018001. I've been through that sequence of troubleshooting steps and it does not fix the problem. Someone, somewhere needs to activate that part of the hotspot controls under manage device where it allows other devices to use the hotspot. As I've explained many times, it shows on the computers as an available source but when I log in it says Windows 10 can't access it. That's almost certainly because my phone says allowed devices "none" and when I try to add one or all (my preference) the only active link is "cancel". Please escalate and if that can't be done kindly reply to that effect and I will include your conclusion with my repair or replace order to Motorola. At this point both Microsoft and Motorola say it's a Verizon problem. Thanks for your help but we're doing Groundhog Day with the troubleshooting. Please escalate and see if someone up the line understands the issue. My $499.99 phone is not performing as promised. David
We appreciate all the troubleshooting that you've done on your own & with us. You are interacting with the highest level of tech support here, so we can continue to troubleshoot this. Please put your phone in Safe Mode with these steps https://www.verizonwireless.com/support/knowledge-base-226075/ While in Safe Mode, please try to connect. You can simply turn off your phone & turn it back on to remove Safe Mode. Please keep us posted on what happens. AliciaD_VZW
Ok - did safe mode, checked hotspot, still no longer appears as an available network as it did before I began troubleshooting - yes, I've done forget, etc. in my nearly 4-hour chat which the chat guy assured me was a matter of record so we won't do it yet again. Got a message regarding provisioning asking me to respond by social media which I don't do. Please give me a number to call so I can satisfy Motorola that Verizon has verified that the hotspot on my phone has been provisioned properly. That's a condition for returning it under warrantee. Phone is less than a year old. Have been told that we've tried the highest level of Verizon support without success. I want to send it to Motorola while still under warrantee. Thanks for your effort but I have invested endless hours of troubleshooting to no avail. My $500 phone must be made to operate as a hotspot for my Windows 10 computers. It will not. It has been impossible to reach Advanced Tech or anyone else at the suggested 800-922-0204. Thus my many attempts via chat and community. I must have a response on the provisioning question to proceed with Motorola. Thanks
Did that with several hours of troubleshooting with chat. It didn't help and he wasn't able to add it back. I now have the original issue plus the Verizon hotspot no longer appears on computer list of available networks. I'd consider another phone but Motorola thinks it's Verizon not properly "provisioning" my account hotspot. Chap guy couldn't answer that question. Community says it can't. Give me the number of someone who can. Not up for hours more troubleshooting.
efarm, we just sent you a Private Message. We will continue there.
TakendraW_VZW
Sent several screenshots and emails all failed undeliverable. Provide a working email for sending screen shots or otherwise tell me how to provide them. Trying to respond to RebertoR. Got his the message, have tried on both computers and it works on neither. Give me a workable email address and I'll send the requested screenshots. All attempts to use those in your communications have failed. Thanks
PS Have consolidated them into an easy to view PDF. Where can I send it?
Thanks
I am nearly 80 and have zero interest in setting up social media accounts. One last suggestion: Message me at my account phone number and I'll attach screenshots to the reply. If that's not doable I guess, after endless hours of chat and community troubleshooting, I've exhausted Verizon's ability to make my $500 phone fully functioning. All that's left will be to backup the phone and send it to Motorola while still under warrantee with copies of the many pages of chat and community exchanges that led to this dead end. Worst case I'll write off Verizon and the phone and try another carrier. Consider adding at the point of purchase that a condition of tech support is subscribing to social media. Finally, if left with no better alternative, I'll do what I can to shame Verizon into making good my substantial loss.
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