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3G Microcell Light Blinking

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3G Microcell Light Blinking

My Microcell has worked for several years now. All of the sudden, about a week ago, the 3G Light started blinking. I've tried everything I can think of to get it to reconnect but nothing works. I've tried:

1. Power cycling

2. Disconnecting power to everything (Modem, router, microcell)

3. Checking ports

4. Alternate connections

5. Hard reset button on the back

6. De-registering it and attempting to activate it again.

 

After all this. It fails on Step 4: Activation of the activation process. It gives the following message:

 

FTC101: MicroCell was unable to connect to the AT&T network through your broadband connection. Please power cycle your modem, router and the 3G MicroCell (Unplug the power adapter from the wall outlet, wait 10 seconds, then plug it back in). If the 3G light on the Microcell does not turn solid green after 30 minutes, please change your MicroCell configuration to the Alternate Connection (if applicable). To view this configuration, refer to page 17 in your 3G MicroCell User Manual. Wait 30 minutes for the 3G light to turn solid green. If problem persists, visit http://www.att.com/MicroCell-Help for advanced troubleshooting steps or call AT&T Customer Service at 1-800-331-0500.

 

Following these steps doesn't fix the issue. And my internet connection is fine. 

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Message 1 of 34
ACE - Expert

Re: 3G Microcell Light Blinking

Is the 3G light blinking green or red? If the light is blinking green, you have lost connectivity to the AT&T Mobility Servers. If the light is blinking red, that could indicate either a hardware failure or an update that didn't reset properly and the MicroCell "thinks" it is a hardware failure.Your internet can be fine but something is preventing the MicroCell from connecting.

 

I would check the ac adapter with a voltmeter. It should read 16VDC with no load. If it doesn't, it could be the ac adapter is starting to fail. We see all kinds of odd issues when the adapter starts to fail. If you need to replace the adapter, replace it with one of the exact same power rating. The MicroCell is finicky with its power requirements.

 

The hard reset needs to be done a specific way for it to really be effective. Just pushing in the button for a few seconds is not sufficient. You need to power off the MicrCell, push in the reset button, and then restore power while holding in the button for an additional 30 seconds or so and then releasing the button.

___________________________________________________________

MicroCell Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

"Quick Tips: My Microcell Doesn't Work"


I am not an AT&T employee.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 34
Contributor

Re: 3G Microcell Light Blinking

We are having the same problem with our Microcell.  We have moved to a different building and we have a Managed IP system instead of the DSL connection from the same provider.  The 3G green light blinks slowing.  We have tried for 2 weeks making sure the ports are open and the set up matches AT&Ts instructions.  I can take the unit back to out old office and hook it up to the DSL and within a couple of minutes, it is completly connected.   

Message 3 of 34
ACE - Expert

Re: 3G Microcell Light Blinking

It sounds like it has something to do then with  your Managed IP system because something in your system is preventing the MicroCell from connecting to the AT&T Mobility Servers. You've proven that the MicroCell works by setting it up with your old system, so it's not the unit or AT&T. Managed systems can play havoc with the MicroCell because the MicroCell needs to maintain an uninterrupted 24x7 secure VPN connection to the AT&T Mobility Servers.

 

You might want to consider port forwarding to a statically assigned IP address for the MicroCell based on the MicroCell's MAC address.

___________________________________________________________

MicroCell Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

"Quick Tips: My Microcell Doesn't Work"


I am not an AT&T employee.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 34
Contributor

Re: 3G Microcell Light Blinking

I did all of the suggestions you gave. After de-registering and starting the activation process again, it got hung up on the last step. However, after two days of blinking green, I suddenly got an email from AT&T indicating that the Microcell was activated and it started working. Perhaps it just went down for a week due to server outages?

Message 5 of 34
ACE - Expert

Re: 3G Microcell Light Blinking

I had sent a message to the Admins to see if they could find out anything on their end. They didn't get a repsonse (which is not surprising) but if it all of a sudden started working again then it sounds like something was done on the AT&T side to get it up and running. Engineering/IT is really tight about letting us know so it's anybody's guess as to what was done. Hopefully that took care of your issues.

___________________________________________________________

MicroCell Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

"Quick Tips: My Microcell Doesn't Work"


I am not an AT&T employee.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 6 of 34
Community Support
Solution
Accepted by Community Support (Community Support)
Accepted by ATTMobilityCare
‎04-26-2016 2:49 PM

Re: 3G Microcell Light Blinking

Hello @WhitePine and Community!

 

One of the most common topics we see on the forums is regarding the Microcell.  Specifically, how to identify and understand the differences between the LED light indicators on the device as well as troubleshooting steps to resolve any issues.

 

The information contained below is a combination of the great community content, as well as information provided by our Advanced Technical Support team that supports the Microcell every day.

 

MicroCell LED Guide

 

Power LED

  • Off– No power to MicroCell.
  • Solid Green– Microcell has power.
  • Solid Red– MicroCell is either still powering up or is in an error state. Please unplug the MicroCell from power and plug it back in. If the LED remains red, please try an alternate power outlet or alternate power cable. You can also test the ac adapter with a voltmeter. It should read 16VDC ± 0.5. If not, replace the adapter with one of the exact same power rating.

 

Ethernet LED

  • Off– No Ethernet cable connected. Please make sure both sides of the Ethernet cable are firmly attached. One side should be plugged into the Ethernet port on the MicroCell and one side should be plugged into an Ethernet port on the modem or router. Ethernet cables should click when inserted into an Ethernet port. If the LED does not light when both sides are firmly attached, please try an alternate Ethernet cable. The MicroCell has been tested and works with Ethernet cables up to 15 feet long.
  • Solid Green– The Ethernet cable is connected and the MicroCell has been assigned a valid IP address.
  • Flashing Green– The Ethernet cable is connected but the MicroCell has not been assigned a valid IP address. Please power cycle the modem, then router, then MicroCell in that order. If the Ethernet LED continues to flash, please ensure DHCP is enabled on the modem or router. The MicroCell requires DHCP to work.

 

GPS LED

  • Off– No location check is being performed at this time. The MicroCell is either unplugged or is going through activation.
  • Flashing Green– The MicroCell is performing a location check. It is scanning both for GPS satellites and for local cell sites.
  • Solid Green– The MicroCell has completed the location check.

 

Computer LED (only on white model MicroCells)

  • Off– Nothing is plugged into the computer port.
  • Flashing Green– Traffic is passing through the MicroCell.
  • Solid Green– No traffic is passing through the MicroCell.
  • If continued issues occur, it is recommended to not use the Computer Port because of potential issues with the connected computer’s internet settings.

 

Network or 3G LED

  • Off– The MicroCell is not activated. It is either powered off or going through activation.
  • Flashing Green– The MicroCell is not activated. It is going through activation or is experiencing a connectivity issue. Please wait 90 minutes after registration. If the 3G LED continues to flash after 90 minutes, please review the Firewall & Router settingsand make sure the modem or router are appropriately configured for use with a MicroCell.
  • Flashing Red– The MicroCell has failed the location check. Please ensure the MicroCell is registered to the correct address. Please power cycle the MicroCell to trigger a new location check. It may also help to relocate the MicroCell to a location with a clear view of the sky. If the MicroCell fails the second location check, please contact AT&T Customer Care.
  • Solid Green– The MicroCell is fully activated and is broadcasting signal.

 

We also have comprehensive Video content to help you navigate any issues you might be having:

 

Note: A failing AC adapter can affect any of the LED lights so it’s always a good idea to check the adapter with a voltmeter, especially if the MicroCell is a few years old or you have experienced numerous or unexpected power outages.

 

You can also find a full list of Microcell support by visiting our Microcell support site

 

Thanks again for all your fantastic questions and support, and please comment below if there is anything we’ve missed!

 

Katie, Community Specialist

 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Tags (1)
Message 7 of 34
ACE - Professor

Re: 3G Microcell Light Blinking

Katie,

 

I see that you are pasting the same information into several threads here and then claiming that to be the solution to the OP's problems, even though your "solution" doesn't really pertain to the issues.

 

If your intent is to insure that posts have solutions because of some AT&T directive, I get that, but what you are posting doesn't help the OP's here and is already part of Otto's Technical Guide for the Microcell.

 

I see you posted 4 solutions in about 30 minutes.  Did you actually read the entire thread in each case before pasting your "solution"?

 

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 34
ACE - Expert

Re: 3G Microcell Light Blinking

@Avedis53

 

I've sent a message to the Admins asking the very same question but so far there's been no response. Some of the "Accepted Solutions" are for posts that are months, if not years old. I think she's just marking everything that has "blinking 3G light" in the post with Tim's LED Light Guide as an Accepted Solution. If that's the case, then we should be able to blanket mark any issue as an Accepted Solution with the Tech Guide.

 

I think the LED Light Guide is a good idea as a guide, much like my Tech Guide, but not as a reference document for Accepted Solutions.

___________________________________________________________

MicroCell Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

"Quick Tips: My Microcell Doesn't Work"


I am not an AT&T employee.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 9 of 34
ACE - Professor

Re: 3G Microcell Light Blinking

I just remember what happened to the last Community Specialist that did the same thing.....

 

Whatever the reason for this cut and paste effort by AT&T, it is counter-productive IMHO and cheapens the Solution selection process.

 

 

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 10 of 34
ACE - Expert

Re: 3G Microcell Light Blinking

I agree. I've just sent another message to the Admins about this. If we can reference the entire Tech Guide as an accepted solution that would make our volunteer jobs so much easier. Just reference it as Accepted and move on to the next problem, whether it actually corrects the issue or not.

___________________________________________________________

MicroCell Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

"Quick Tips: My Microcell Doesn't Work"


I am not an AT&T employee.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 11 of 34
Teacher

Re: 3G Microcell Light Blinking

I have been experiencing the "Green Blinking" light issue for about a week now. I ordered a replacement microcell thinking it was a hardware issue. I installed the refurbished replacement device and am still having the same issue. Installed newest firmware for my router and checked all settings i.e. ports, mtu, etc..., checked adapter voltage (the post stating 16VDC is incorrect since the stated output on the adapter states 12VDC) No luck. Being a computer systems engineer I have exhausted all my knowledge on my end. I'm beginning to think that it is a network issue with AT&T. The next step will be contacting OOP (AT&T's the Office of the President). I've had pretty good luck in escalating an issue to that level.

Message 12 of 34
ACE - Expert

Re: 3G Microcell Light Blinking


rjalder wrote:

I have been experiencing the "Green Blinking" light issue for about a week now. I ordered a replacement microcell thinking it was a hardware issue. I installed the refurbished replacement device and am still having the same issue. Installed newest firmware for my router and checked all settings i.e. ports, mtu, etc..., checked adapter voltage (the post stating 16VDC is incorrect since the stated output on the adapter states 12VDC) No luck. Being a computer systems engineer I have exhausted all my knowledge on my end. I'm beginning to think that it is a network issue with AT&T. The next step will be contacting OOP (AT&T's the Office of the President). I've had pretty good luck in escalating an issue to that level.


@rjalder - The ac adapter needs to be 16VDC +/- 0.5 with NO LOAD. That gives the adapter plenty of overhead, with a load, to reliably and consistently deliver 12VDC. If the tested adapter results anything less than about 16VDC, replace the adapter with one of the same rating, confirm that it is reading 16VDC and then connect the MicroCell to see what happens. If you are using the original adapter that came with your "failed" MicroCell, and are using the same adapter with the replacment MicroCell resulting in the same issue, I'd suspect the adapter.

 

I have 3 MicroCell's. The original DPH-151, 153, and the newest 154. All work just fine and the tested adapters, with no load, all read 16VDC +/- 0.5. 

 

The flashing green 3G is indicative of a loss of connectivity to the AT&T Mobility Servers, a hardware failure, or an update that didn't reset the MicroCell correctly. All of this is given in the Tech Guide (see link in my sig). 

 

There are other issues that can affect connectivity to AT&T such as line quality issues, an ISP update or any number of issues. And yes, it could be an AT&T issue as well but not all of the options have been looked at yet.

 

Who is your ISP and what kind of internet service do you have (cable or DSL)?

 

Escalating to the OOP will do absolultely no good becuase all they will do is bump you back down to CustomerCare. You're best off here, or send a pm to CustomerCare (link in my sig) stating your problem, what you have done to correct it, any ticket numbers assigned to you, your account information, and the best way for them to contact you. Most often their answer is to send you a replacement MicroCell. However, if you send the pm, that can be followed up internally and I can push as well. No guarantees.

 

Bottom line, try a new adapter first and see what happens with either MicroCell (if you didn't have to exchange the original one).

___________________________________________________________

MicroCell Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

"Quick Tips: My Microcell Doesn't Work"


I am not an AT&T employee.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 13 of 34
ACE - Professor

Re: 3G Microcell Light Blinking

Good luck with the OOP......do you honestly think a corporate officer cares?

 

At any rate, what was the voltage that you saw when testing your adapter?  Just to set the record straight (again) about measuring adapter output voltage, The adapter is designed to provide the stated output voltage with the Mcell plugged into it.  Since there is no resistive load on the adapter when you test it, it will have a higher voltage.  Your car battery is 12 VDC but a no-load measurement across the terminals will show around 14.4 VDC.

 

The 16 VDC +/- 0.5 VDC measurement is what we've found to be the normal output of a working Mcell AC adapter with no load.  If you measured 12 VDC with a voltmeter, then your adapter is most likely failing.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 14 of 34
ACE - Professor

Re: 3G Microcell Light Blinking

Jinxed!

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 15 of 34
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