Troubleshooting 19
Section 4: Troubleshooting
This section provides troubleshooting tips and techniques.
For more information, please visit us online at
www.verizonwireless.com/support
.
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Power LED is not Illuminating
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Ensure that one end of the power cord is securely connected to an active outlet and that the other end is properly connected to the power supply.
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Ensure the power connector is securely inserted into the rear DC 12V port on the back of the Network Extender for Business.
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Power LED is magenta
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Power cycle (disconnect and re-connect the power cord) the Network Extender for Business and wait for 10 seconds. If the Power LED is still magenta, call the toll free number (800) 922-0204 and visit the support pages at
www.verizonwireless.com/networkextenderforbusiness.
•
GPS LED is magenta
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Power cycle (disconnect and re-connect the power cord) the Network Extender for Business and wait for 5 minutes. If the GPS LED is still magenta, call the toll free number (800) 922-0204 and visit the support pages at
www.verizonwireless.com/networkextenderforbusiness.
•
GPS LED is not illuminating blue even after a few minutes
Note:
The first time the Network Extender for Business is used after installation or after relocation, it can take up to one hour to acquire a GPS connection.
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The GPS antenna cannot obtain a signal.
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If possible, move the Network Extender for Business to a location with fewer surrounding obstructions. The new location should be in an open area and closer to a window, if possible.
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WAN LED is red
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A local IP address cannot be obtained. Investigate your DHCP Server, a function usually provided by your router.
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WAN LED is not illuminating
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The Ethernet cable connection has not been detected. Verify your connection.
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System LED is magenta
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Power cycle (disconnect and re-connect the power cord) the Network Extender for Business and wait for 3 minutes. If the System LED is still magenta, call the toll free number (800) 922-0204 and visit the support pages at
www.verizonwireless.com/networkextenderforbusiness.
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System LED is solid red or blinking red for more than a minute
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A red System LED indicates a system error was detected and is symptomatic of a communication problem with the Verizon Wireless network. Call Verizon Wireless Customer Service at (800) 922-0204 or *611 from your Verizon
Wireless mobile phone and select the option for technical support.
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Before contacting the Verizon Wireless Customer Service Center, confirm the following:
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Is the WAN LED illuminating blue?
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If it is not, then there may be a communication problem between your Network Extender for Business and the router.
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If the WAN LED is illuminating blue, then check that the router is communicating properly with your ISP. The Internet activity LED on the router should be blinking. For further router troubleshooting tips, please review either the router manufacturer's printed
or online documentation.
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Is the GPS LED illuminating blue? If it is not, the Network Extender for Business might not be receiving a GPS signal. Inability to receive a GPS signal can result in the Network Extender for Business failing to validate your account
information and network timing, which then prevents usage and reroutes you back to the nearest compatible cell tower. If this is the problem, install the external GPS antenna. See “External GPS Antenna” on page 18.
Note:
For further information regarding LED behavior see
“LED Guide”
on page 21.
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You can reach Verizon Wireless Customer Service in a number of ways:
•
Call us toll free at (800) 922-0204 or *611 from your Verizon Wireless mobile phone.
•
Visit the support pages at
www.verizonwireless.com/networkextender/business
.
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The Network Extender for Business seems to be getting too hot
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Ensure there is nothing blocking either side of the heat vents located along the side of the Network Extender for Business.
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It is recommended that the Network Extender for Business be located in a well-ventilated open area at least 12 inches from any surrounding surfaces; the ambient temperature should not be above 104 F.
It is not recommended that
the Network Extender for Business be installed in a cabinet or other enclosed locations.
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For customer with Employee Liable accounts, to manage enabling Managed Access to my Network Extender for Business
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For customer with corporate liable accounts, please call into Care to help manage access for the solution.
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To manage priority access settings of the Network Extender for Business for specific numbers log into My Verizon at
www.verizonwireless.com
. A maximum of 50 authorized Verizon Wireless callers can be registered.
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When the Network Extender for Business is set to open access, the first six callers detected within the device’s area are given access to place or receive calls through the Network Extender for Business. The Verizon Wireless Network
Extender for Business is set to open access by default.
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Anyone else who then initiates a call while all Network Extender for Business channels are occupied is redirected to the nearest compatible cell tower when available.
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When unauthorized callers (callers not on the managed access list) within range of the Network Extender for Business attempt to place a call, they are automatically redirected to the nearest compatible cell tower.
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If a handoff to the nearest compatible cell tower is not possible and all channels are not in use, one channel may be available for an unauthorized user to access. Callers on the managed access list are always given priority access to
the Network Extender for Business.
Note:
Both authorized and unauthorized callers may see more service bars on their Verizon Wireless handset due to their proximity to the Verizon Wireless Network Extender for Business.
Note:
A seventh channel is always reserved for emergency (E911) calls to any user within range of the Network Extender for Business.
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Home Phone Connect and Network Extender for Business
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The “Verizon Wireless Home Phone Connect” product can be used in conjunction with your Network Extender for Business. In order to achieve the maximum benefit, the Home Phone Connect product needs to be placed within 15-feet
to 46 feet of the Network Extender for Business.
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Verify that the Home Phone Connect is registered on the Network Extender for Business by dialing #48 from a landline phone connected to the Home Phone Connect. An audio announcement will be played indicating you are registered
on the Network Extender for Business. A short double tone is heard when making or receiving calls.
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While using the Network Extender for Business in Managed Access (Prioritized) Mode you will need to add the phone number assigned to the Home Phone Connect product to the access list.
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Automatic Reboots of the Network Extender for Business
If there is no response from the DHCP service the device will reboot every 10 minutes until it receives a response.
The Network Extender for Business will assign itself the default IP address of 192.168.1.10 under any one of the following conditions:
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DHCP Timeout
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Static IP invalid or Null
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Subnet Mask invalid or Null
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IP Default Gateway Address invalid or Null (e.g. not part of the subnet)
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DNS1, DNS2, DNS3 invalid or Null
