How to fix Server Error 5A on the LTE Network Extender
dasvolk
Enthusiast - Level 1

Hey folks - I have seen numerous threads about this now and I have figured this out on my own. I have been in the IT business for about 20 years, and there are only so many things that can go wrong when configuring a device like this. 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 of the LTE Extender when it connects to their CMP certificate server. The problem is, most of the time your home router makes it look like the traffic is coming from its own MAC address, and Verizon won't be able to provision your LTE Extender automatically as a result.

There are a few ways around this problem. The easiest is if your router supports changing its MAC address, which is a common feature. I have a TP-Link router, so my page looks like this: 

dasvolk_0-1650813264774.png

It doesn't really matter to most ISPs what MAC address is shown to them, so you can leave it as is.

Another method is to directly connect the LTE Extender to your internet connection, bypassing the router. This may or may not be an option depending on your setup, but should at least give you the ability to test and see if the router is inducing the error.

You can also contact Verizon, but don't use the chat feature - no one there knows what you're talking about. Believe me, I tried several times.

Finally, there are two firewall ports that matter here - UDP 500 & 4500. Set up port triggering for those two ports, or configure the firewall to allow those. Hopefully this is helpful, and please feel free to reply with questions about your specific setup, I will do my best to help.

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17 Replies
kh-taylarie
Khoros Partner
Khoros Partner

For issues related to 5G Home, please refer to the 5G Home page on the Verizon Fios Community.  

 

 

 

 

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Tgilfoy
Newbie

I think this is an old issue. I got the same error and went to the Verizon store with my device info. They updated my account to have the extender MAC address and after three hours the change took effect and the unit started working.

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DrWiFi
Enthusiast - Level 2

So very strange, I picked up my extender today, it took the specialist 20 mins to activate my extender and process my payment, and my extender does not even show on my account and I have the 5A code of death. Ugg

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vzw_customer_support
Customer Service Rep

 Hello, DrWiFi.  We want to ensure you receive the help you need to resolve this issue. We are sending you a Private Note to assist you further.

*Cassie

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DrWiFi
Enthusiast - Level 2

Thank you very very much!

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jav6
Champion - Level 3

@DrWiFi wrote:

Thank you very very much!


Did they solve your problem?  If so, what was done, if you know?

...Just another VZW customer...trying to offer some assistance...
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dasvolk
Enthusiast - Level 1

I'd like to know as well, I'm thinking that they replace the extender's MAC address with your home router's MAC in their system so the IPSEC tunnel can be created. 

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DrWiFi
Enthusiast - Level 2

Yes sir, I did write Firewall rules for UDP 500/4500 in and out in my U-verse gateway because it would not allow me to disable the firewall for the (unknown device) extender or it's IP, then I was sent a link to a social media system called Campaign, and they had to "add " my extender. I rebooted and 10 mins later it registered. Then you dial 48# to verify you are on the extender! Thanks for your help!

DrWiFi
Enthusiast - Level 2

Indeed they did! Team Cassie and Gina rocked it!

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Lostinspace1
Newbie

Why are we buying range extender? Because the mobile phone signal is bad. 

ditto for wifi calling- on Comcast 

What a s c a m (btw- Verizon "editor" called it out and wouldn't let me post unless I "clean it up" their AI's words. 

$90 month for 5G UW service that doesn't work at home- so let's sell the same suckers a $300 range extender.

Then let's give the customer more headaches because of "certificate" and authentication issues

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vzw_customer_support
Customer Service Rep

This isn't how we want you to feel. Mobile extenders assist when the signal path is obstructed indoors. This is an alternate solution to improve your expereince because at times service indoors is out of our immediate control. -Joel

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notWarrenB
Enthusiast - Level 1

@dasvolk  Thanks for bringing this issue up as many VZ customers seem to encounter this server error 5A, as I have.  I first talked to VZ tech support to be pointed to the firewall settings on page 30 of the User Guide.  I then talked to several tier 2 support agents with my home internet service that tried opening the firewall ports listed but none resolved the CMP server initialization issue.

I finally talked again to a VZ tech support agent that found that my extender MAC address was not registered with VZ.  After she registered the MAC address and I powered down the extender, it went through the initialization process without a problem.

I wish that I would have known to ask this question before wasting a bunch of time with my internet service provider.

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40kph
Newbie

I have a tp-link router and sadly cannot find anything firewall-related in the UI, so I'm stuck. I tried the MAC address trick to no avail.

Wasted about 2 hours on the phone with "tier 2 tech support," who are more or less unskilled offshore workers following a script and have literally no idea what the error codes mean. Got hung up on both times and not called back.

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jav6
Champion - Level 3

@40kph wrote:

I have a tp-link router and sadly cannot find anything firewall-related in the UI, so I'm stuck. I tried the MAC address trick to no avail.

Wasted about 2 hours on the phone with "tier 2 tech support," who are more or less unskilled offshore workers following a script and have literally no idea what the error codes mean. Got hung up on both times and not called back.


What do you mean, you 'tried the MAC address trick'?  Did you call support and have them verify your MAC ID was properly associated to your account in the network database?  I have received more dedicated extender support via 888-262-1999, the Network Accessibility Cust Svc Ctr.

...Just another VZW customer...trying to offer some assistance...
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ady3
Newbie

I am having the same issue with my 2nd extender.  My first extender starting giving me a code 22.   I then bought a new one on and now I am getting the 5a code even after plugging directly into the modem?  Does anyone know who we are supposed to reach out to at Verizon to get help or the product activated?  Thank you!

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jav6
Champion - Level 3

@ady3 wrote:

I am having the same issue with my 2nd extender.  My first extender starting giving me a code 22.   I then bought a new one on and now I am getting the 5a code even after plugging directly into the modem?  Does anyone know who we are supposed to reach out to at Verizon to get help or the product activated?  Thank you!


If you can't get transferred to level-2 or 3 technical support and get your issue resolved when calling 800-922-0204, then you might try 888-262-1999.  This is the Network Accessibility Cust Svc Ctr where I've had success with network extender support.

What model modem do you have?  If it is not a modem/router, then you don't plug the extender into it.  The extender has to be connected to a router with internet access.

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

Hello ady3! No worries, we'd love to help you get this taken care of. Please reply to our private note to get started. ~Aaron

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