Can't activate new MicroCell

Contributor

Can't activate new MicroCell

I got a MicroCell on Wednesday and have thus far not been able to activate it. I've registered it and hooked it up, but on the activation page, it won't move past "Power Up." (Actually, it won't even complete that step; the page looks exactly the same after 3 days as it did when I first saw it.)

 

I'm using a Ubee cable modem (from Brighthouse) and an Asus RT-N56U router. Bandwidth is not an issue (I subscribe to a plan that offers "up to" 40Mbps/ds and 5/us; just to be sure, I used AT&T's speed test using a wireless connection on the opposite end of the house and got 27 & 1.6 -- so bandwidth is safely covered!). I've tried connecting the MicroCell to the router, the modem, and even between the modem & router, to no avail. The power, LAN, & GPS lights are strong, the device is about 8 feet from any other electronics, right by a window, etc. I've turned off the firewall, enabled all NAT passthrough, etc. I feel like I've tried everything, but it's simply not connecting to AT&T!

 

Am going to call support tomorrow or Monday. In the meantime, any tips?

Message 1 of 21 (18,622 Views)
Employee
Solution
Accepted by topic author GoBecky
‎09-30-2015 1:39 AM

Re: Can't activate new MicroCell

Open port 4500 just to make sure
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.
Message 2 of 21 (18,625 Views)
Contributor

Re: Can't activate new MicroCell

Seems to be working! Power-up completed; Software Updat in progress! Thanks so much!
Message 3 of 21 (18,571 Views)
Contributor

Re: Can't activate new MicroCell

Less than 30 minutes, and for the first time in 3 years I have full bars on my iPhone! (Not AT&T's fault -- I live in hurricane country, and my father is a general contractor, so I have a nearly inpenetrable house!)

 

Anyway, thanks so much for the port-forwarding tip. The MicroCell will be saving my home-based business hundreds of dollars a year. And not having to deal with customer service on a Sunday morning has already saved me a headache. My hat is off to you!

Message 4 of 21 (18,570 Views)

Re: Can't activate new MicroCell

I was having trouble activating the microcell. It just never got out of the starting blocks.  I had an internet connection.  I had the satelite link.  The 3G light was flashing for two days. The ATT activate site never changed status.   What I ended up doing was telling my gateway (modem+router) to let the microcell device bypass the gateway firewall.  The microcell then took off and activated in 30 minutes or so and the 3G light was steady green.  I cannot figure out how to turn ports on or off and all the "unofficial" stuff from the suggested links.  Just for grins, I turned the firewall on back again and the 3G light went off.  The only way that I can get the microcell to work as intended is to allow the mac address for the microcell to bypass the firewall.  Does anyone see any danger in this setup.  The rest of my computing devices go thru the gateway firewall.

Message 5 of 21 (17,801 Views)
Tutor

The secret to getting a microcell to work when you're not near a window

I struggled for weeks to get my microcell working.  Although not near a window, I had solid green lights for GPS, ethernet/broadband, and power.  But 3G was blinking green like crazy.  AT&T sent me an SMS telling me my microcell was activated, but it didn't work.

 

I know many people have this problem.  I'll save you time- here's the solution:

1) make sure your broadband internet provider is not blocking fragmented packets or any ports the microcell needs.  you can easily check this by either configuring your router to not block such packets, and look at your user manual to see what ports need to be open.  In my case,  I was using a Time Warner cable modem/router/wireless device, and TW never told me they were blocking fragmented packets.  AT&T's customer support helped me unblock this better than TW could.

 

2) you need a GPS lock to get activated properly.  If you are not near a window, your GPS light will go solid green by going into GPS bypass mode.  So, it's not really working.  Deactivate the microcell.  And re-activate near a window.

 

3) If you're like me, this "near a window" thing is not easy.  I live in an apartment that doesn't have a good view of the sky.  So, it's not easy for me to leave the microcell near the small window in my apartment.  Here's the good news: once you activate, the microcell will keep working if you move it within your apartment provided that you keep the same IP address.  AT&T says that you need to have continuous GPS visibility near a window to maintain the lock, but, i think what they mean is that if you move to a new location with a different broadband connection and IP address, then the device will not work and will search for a new GPS lock.  Once the lock is there since you activated near a window, keep the microcell in your apartment, but move it to wherever you need it to be, so long as it's still onto he same IP network in your home.  It's OK to power it down and power it back up since it will still likely communicate externally using the same IP address.

 

Had someone explained all this to me right away, I would have saved many hours.  I hope this advice is helpful to others.

 

Good luck.  The microcell works REALLY WELL once it's set up, but it's hard to set up because there are so many variables.  AT&T has a few very smart techs who can help, but not all of them are knowledgeable so it took me several tries.

 

Message 6 of 21 (16,988 Views)
Highlighted
ACE - Master

Re: The secret to getting a microcell to work when you're not near a window

There is a document around here that explains how to setup certain modems and which ports need to be open for port forwarding etc. I set my port forwarding up so that the MicroCell always has the same static ip address based on its MAC address. That way, if there is a power interruption, the router will send to the same address at reboot and forward the ports accordingly.

 

Some people have had very good success using an external GPS antenna which plugs into the antenna hole on the back of the MicroCell. You can get the antanna cables up to 50' I think which gives you more flexibility is where you place the MicroCell.

___________________________________________________________

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 7 of 21 (16,979 Views)
Contributor

Re: The secret to getting a microcell to work when you're not near a window

How do you get the router to stop blocking the fragmented packets. I am tech challenged with computers

Message 8 of 21 (11,871 Views)
ACE - Master

Re: The secret to getting a microcell to work when you're not near a window

There should be a user configurable setting to disable Block Fragmented Packets. Some of the newer routers have that set as a default but you'll have to contact the router mfr to find out for sure or how to configure the router. Customer support is not responsible for telling users how to configure their routers. There are just too many routers and user requirments for them to keep up with. If you let us know which router you have there may be a user here who can help you if you can't get help from the router mfr, or, if it is an ISP supplied router, help from them.

___________________________________________________________

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 9 of 21 (11,866 Views)
Contributor

Re: The secret to getting a microcell to work when you're not near a window

AT&T have NO techs ive found that can fix this issue! Ive been on with dozens of them in the past 3 months to fix my Samsung S4 not connecting issue. They all act like its a "new" thing when you know there are 1000s of us out there suffering the same issue. 

Message 10 of 21 (11,311 Views)
ACE - Master

Re: The secret to getting a microcell to work when you're not near a window

Can you be a little more specific as to what your issue is, how you have the MicroCell setup, etc. As to there being "1000s of you with the same issue"..... I don't know.

___________________________________________________________

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 11 of 21 (11,306 Views)
ACE - Professor

Re: The secret to getting a microcell to work when you're not near a window

Read Otto's Technical Guide before posting again and when you do post, provide enough information so we can try to help.  For example:

 

Wiring configuration of modem, router and Microcell

Phones being used

Microcell light status for Power, Ethernet, GPS and 3G

Microcell location near a window?

Router configuration (static port, any port forwarding, other settings)

 

The more details you post, the better.

 

 

 

___________________________________________________________

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 12 of 21 (11,275 Views)
Contributor

Can't activate new MicroCell

Hi, I have been trying for 3 weeks now to get a microcell working.  I am in Central NY state and am on the second microcell.  I have a Time Warner SBV5220 VOIP Cable Modem.  I have talked with AT&T support several time.  The first microcell got stuck in their back end system when we attempted to deactivate it and thats when they sent me the second one.  It seems I have tried everything.  I have a GPS antenna now attached to ensure that a GPS lock is not contributing.  I have had the microcell both through my router and direct to the modem and neither worked.  When through the router I made the microcell the DMZ so no ports were being blocked.  Anyway, I get the microcell powered back up, it gets a GPS lock, and an internet lock (green lights solid) and the 3G light blinks for a bit and when it goes solid green, within a few seconds all the lights go off except the top one which goes red solid.  Once that light goes solid red the tech support literature basically gives the option to power-cycle the unit again OR the unit is defective.  As I said this is the second one and I had the same experience with the first.  I have even called Time Warner and they assure me the modem unit I have does not block any ports at all. I have spent so much time on this its not funny.  HELP!

Message 13 of 21 (10,592 Views)
ACE - Master

Re: Can't activate new MicroCell

If the top light goes solid red, that's the Power light. I would check the adapter to see if it is too warm. That's subjective I know but it could be a bad adapter because the red light indicates that you aren't getting any power. Check the power cable and input. Does the outlet look ok and can you plug something else into without any issues. TWC did have some issues, mostly in the KY area a while ago but the power light going out has nothing to do with that.

___________________________________________________________

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 21 (10,564 Views)
Contributor

Re: Can't activate new MicroCell

Well i dont have another adapter abd yes the adapter gets pretty warm but not hot. The other thing is that when i dont have an internet connection, the lights stay green for unlimited time, except the ethernet light which will continue to flash quick. I would think if its the adapter , after the same amount of time the top light would go solid red. This stinks

Sent from my iPhone
Message 15 of 21 (10,562 Views)
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