LTE Network Extender Error 5A

Looking for help getting my LTE network extender set up. I keep getting error 5A, The LTE Network Extender has failed to get a certificate from CMP server. I find no solutions online. There is a thread that looks promising but I do not have access to it (see below). I would appreciate any assistance.

How to fix Server Error 5A on the LTE Network Extender

https://community.verizon.com › td-p

Apr 24, 2022 — The reason that Server Error 5A happens is that when it's connected to a router (which is many of us) Verizon is looking for the MAC address ...

Accepted answers

vzw_customer_support

The error that you are getting is Server Error 5A indicates that the LTE Network Extender has failed to get certificate from the Certificate Management Platform server. There may be an issue with network connectivity or firewall issues that need to be reviewed by the ISP.

All comments

jav6

@mdvanvoorhis
wrote:
Looking for help getting my LTE network extender set up. I keep getting error 5A, The LTE Network Extender has failed to get a certificate from CMP server. I find no solutions online. There is a thread that looks promising but I do not have access to it (see below). I would appreciate any assistance.
. . .

Are you saying you don't have access to the router configuration that the extender is connected to? What make/model router do you have? You should be able to connect to the router via an ip address/web page for configuring it. There may be communication ports that need to be opened in the router to allow the certificate to be passed thru to the extender.

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

vzw_customer_support

Goodness! Thanks for reaching out! We do want to make sure we're getting your network extender up and running ASAP! Please, send us a Private Note, so we can open your account and get you taken care of right away!

*Chance

spearseng

I am having the same issue with server error 5A and I have spent pretty much 3/4 of the day talking/texting/chatting with Verizon Support and technical services. All to no avail. I still cannot get past the Server Error 5A

jav6

@spearseng
wrote:
I am having the same issue with server error 5A and I have spent pretty much 3/4 of the day talking/texting/chatting with Verizon Support and technical services. All to no avail. I still cannot get past the Server Error 5A

Have you looked at the user manual for ports required to be open in your router?

Becko1213

I am having the same issue and, after an hour “chatting” on line, there is still no resolution. The Verizon corporate store told me the extender is “plug and play”. Not even close and no one seems to be able to help….

Becko1213

I am having the same issue and, after more than an hour, have gotten absolutely NOWHERE with your online chat!

vzw_customer_support

I am sorry to hear you're having issues with your network extender and that you've been on chatting a long time about the concerns, Becko1213. Can you share what you were informed about during the chat? Please send us a private message with some brief details so we can look into your concerns further.

-Ed

vzw_customer_support

We definitely want to make sure this issue is addressed. Please send us a Private Note so we can look into this for you.*Zachary

Superman23

Same issue here. After 2 hrs on phone and half a dozen different associates our lte network extenders MAC number was not activated on our account. Up and running with full bars in an area with no cell service.

Byronrizos

Set up network extender today and keep receiving server error 5A.

Any suggestions t remedy this?

vzw_customer_support

Superman23, we are sorry to hear about the concerns you are experiencing with your Network Extender. We are here for your support. Let's review. What is the Model number of your Network Extender? When did this start? Is there any change after you reset your Wi-Fi Router?

-Sylvia

vzw_customer_support

Please send us a Private Note.

*Carla

larryoftedahl

I am sorry to say I am having the same problem with an Server Error 5A. Yes, it sure looks simple to set up, two plugs and done. But, then it does not work and it's really hard to troubleshoot with no buttons to push...:) I have been on the "phone" over an hour now with someon from the "help" team and nothing has been done yet. Do the chat people take breaks in the middle of the chat?

vzw_customer_support

myarza

Has there been any movement and or resolution for this issue? I am getting the same error and I believe I have tried every possible setting configuration but to no avail. I have also been in contact with support via multiple phone calls and they have also had no luck getting it to work.

I have Wow cable, running a technicolor Modem Router. The extender is acquiring 10 satellites. But when it gets to trying to communicate to CMP server and what I assuming is to get confirmation from Verizon server it fails to do so. Very frustrating at this point I am either ready to give up or maybe try a different router.

Also, I was told that the Mac address to my extender has been added to my account so there should be no issue there. However, when I log into my account online I do not see the extender being active or in use.

jav6

@myarza
wrote:
Has there been any movement and or resolution for this issue?
. . .
Also, I was told that the Mac address to my extender has been added to my account so there should be no issue there. However, when I log into my account online I do not see the extender being active or in use.

Sounds it is NOT registered in the server database properly. A knowledgeable support agent might be needed to remove and re-register it in the database.

vzw_customer_support

Hi Myarza! Our goal is to provide you the best experience. Please send me a DM and allow me the opportunity to assist you as you deserve.

>Bella

vzw_customer_support

Hi there. The extender does not usually show in thed online account. Are your phones connected to it now?

*Heather

myarza

Hi Bella,

I am available now to try to troubleshoot this issue again.

jav6

@vzw_customer_support
wrote:
Hi there. The extender does not usually show in thed online account. Are your phones connected to it now?
*Heather

That is entirely INCORRECT! Network Extenders DO/SHOULD show as devices in your My Account online. That is where you 'manage' them for OPEN/HYBRID/CLOSED Access or can try to if the web page was built properly.

vzw_customer_support

Please send us a Private Message so that we can better assist, myarza.

-Marshall

sherryhowell125

Is there any answers from this site from verizon or is it just here us asking each other that's having same issue

vzw_customer_support

Hey there, sherryhowell125! We'd be more than happy to look further into this network extender issue with you. Please send us a Private Note, so we can help!

*Gabriel

sherryhowell125

it wont go past 8a is setup had it for years and guess something changed when I unplugged it to untangle wires plugged it back in and it has no iP address wont go past 8a heard it could be the ip sec but its turned on been doing this for months just tired of fooling with it I dont have a Verizon account anymore but do have a verizon phone

jav6

@sherryhowell125
wrote:
it wont go past 8a is setup had it for years and guess something changed when I unplugged it to untangle wires plugged it back in and it has no iP address wont go past 8a heard it could be the ip sec but its turned on been doing this for months just tired of fooling with it I dont have a Verizon account anymore but do have a verizon phone

What do you mean 'don't have a Verizon account anymore'? You have to have an account for the LTE Network Extender to be associated with and registered to for it to work.

vzw_customer_support

Hi there, Sherry. I would be happy to address your concerns with this extender. Do you know if this was a 3G or 4G extender?

*Heather

jwmilleril

Same problem here. I called support and they said that they show the MAC addresses on the system but it fails getting ther certificate from the CMP server.

vzw_customer_support

Making sure that your service is working properly is our priority. We contacted you via a Private Note to provide you additional details. ~Geo

skinsfaninny

My service does not work either. I have the same error code! Please help ASAP!!

LOCOLAPTOP

My old Samsung extender died and purchased the new extender, plugged it in and got the Server error 5A, I spent maybe 30-45 minutes on the chat with Verizon support and got nowhere. Can I have someone that knows how to fix this contact me or should I give up and return it to the store?

LOCOLAPTOP

UPDATE!

Finally got it working. 5 hours with chat was a waste of time. Call support and get to tier 2 support.

As I was explaining to everyone in the chat yesterday, they need to activate the device with the MAC address, the woman in tier 2 said it wasn't activated and she did it. 1 reboot later it finally connected to the CMP server. All is well now.

CK1inSF

I received the same error, 5a, after I purchased my new LTE Extender from the Verizon Store. When I called Customer Service to explain my situation they needed to activate the MAC address on their end. It wasn't done in store when I purchased the extender. Hope this helps others.

Dracorosa81

I had to go into the Verizon femtocell admin settings and change the network type from ipv4 to ipv4-ipv6 (hybrid)

after it rebooted it loaded perfectly

Using a computer connected to the same network (same router) as the LTE Network Extender, follow the steps below to
access the Web Admin UI:
1. Toggle information on the Network Extender’s LCD Display by pressing the Display Button (left panel), until you see
your Network Extender’s IP address displayed.
2. Enter the IP address into the address bar of a web browser e.g. http://<LTE Network Extender IP Address>.

3. Enter the admin password and click Sign In. The default admin password is LTEFemto + last 4 digits of the Network
Extender’s unique MAC ID (e.g., LTEFemtoBED0). You can find your Network Extender’s MAC ID displayed on the
label on the back of the device

Dave249

I have an Arris DG3450 cable modem and a Netgear Orbi RBR50. I followed the instructions for setting up the LTE Network Extender model ASK-SFE116. Connected it to the Orbi with the ethernet cable provided. When I powered it on it went through its setup routine and generated error 5A saying it could not get a certificate from the CMP server.

Wasted hours with tier 1 and tier 2 tech support. Even had an ISP tech on at the same time and the VZ tier 2 tech insisted it was a problem with my ISP. Fortunately, the call dropped.

Later on, I went online again and found a post in the VZ discussions where someone stated that the LTE Network Extender is not registered properly in the VZ system if it does not show up on my account under managed devices. I checked and it was not there. I proceeded to undo all changes that the VZ tier 2 tech suggested except for the port forwarding on the router and cable modem. I reconnected the LTE Network Extender to the Orbi and then called VZ support and requested tier 2 support again. I told the tech that I did not think the LTE Network Extender was registered properly in the VZ system because it did not show up on my account. She said to give her a few minutes. Came back on the line and said she had deleted it and then re-added it. I rebooted LTE Network Extender and it came up and is working. I also checked my VZ account, and it now shows up as a managed device.

What a waste of time and finger pointing by somebody/something INCORRECTLY adding a device to the VZ system.