MIFI Liberate 1.4 update issues?

Teacher

MIFI Liberate 1.4 update issues?

My MIFI Liberate pushed the software update to 1.4 Tuesday of this week. It imediately started refusing the update, and finally I got it updated after about 3 master resets. After the update, the MIFI no longer stays registered to the HSPA+ network. It kicks off the network and registers to a new IP address after roughly 30 seconds to a few minutes. Obviously, this constant drop/network IP issue means the Mifi is utterly useless now. I already have had the one I updated Tuesday replaced, and the new replacement mifi unit is doing the same thing on HSPA+.  I also have a ticket into AT&T's network engineers to check out the issue. 

Is anyone else's Mifi not working after the update, or is it just my bad luck? It worked fine for 6 months on software 1.3. 

Message 1 of 105
Community Manager

Re: MIFI Liberate 1.4 update issues?

Hello, sestewart!

 

I'm sorry to hear you're having issues with your MIFI's recent software update. If you don't mind, please send us a private message by clicking here so we can look into this.

 

In your message, please include your name, phone number, email address, and the best time to reach you. You should receive a response within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, please feel free to message me with any questions or concerns!

 

-Mariana

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 105
Teacher

Re: MIFI Liberate 1.4 update issues?

THanks Mariana. I already have a CM ticket number with AT&T that I got Friday to look into the problem. I'm supposed to have a resolution Friday, the 25th. I'm sure that's just the date that AT&T commits to have the ticket reviewed. 

 

The unit is still doing the same thing. Again, this is the second unit that has the problem, It works for about 15 seconds on the internet, then drops the connection, and  refreshes to a new IP address. Quite frustrating this bugger is!

 

I've never seen a cellullar device act this way. I'm wondering if it's a SIM card issue. I've never seen a sim card go bad.. but what's odd is it doesn't kick the number out of the console in the tech logs. It does show a lot of "call-dropped" logs when the internet drops. 

Message 3 of 105
Adventurer

Re: MIFI Liberate 1.4 update issues?

My MiFi Liberate is doing the exact same thing, only for me its HSPA+ and LTE. This only started happening after the 1.4 update. I took it to the local device support center and they confirmed my issue with their test SIM and arranged for AT&T to send me a new one as they were out of stock. The new MiFi arrived today and it is having the same issue. I was thinking of going to the AT&T store and having them replace my SIM but after reading this post, it seems that it must be a firmware issue with 1.4. Mine beeps and then the signal indicator switches to no signal then right back to 4g. VERY frustrating. If I open a browser when this happens I get redirected to the MiFi management page. 

Message 4 of 105
Adventurer

Re: MIFI Liberate 1.4 update issues?

So, I went to the device support center in Lancaster PA last night (the folks there were great, same as the folks at the Allentown device support center).  They swapped out my SIM.  Same issue.  They then swapped out my device (on our 3rd MiFi Liberate at this point).  Same issue.  The person there (Jen) suggested changing the battery.  they do not stock them, and they were not available for order on her internal AT&T system!  She said it looks like they will be available for order tomorrow, 10/25.  She is going to order one for me and have it shipped.  The battery is the last possible component.  I am doubting very much that it will work.  To me, it seems like it must be an issue with the 1.4 firmware or a combination of the 1.4 firmware and a change made on the AT&T end.  The 1.4 update said something about enabling new LTE bands.  Could this be an issue?  Are any engineers at AT&T or Novatel looking into this?  Any internal service bulletins?

Message 5 of 105
Highlighted
Teacher

Re: MIFI Liberate 1.4 update issues?

I'm getting the idea that this is going to Novatel on my case issue. It's been a week, and I just called to check status of my case number. It's passed the wireless team to a specialty team. 

If anyone from Novatel reads these forums, please reply with when a fix will be issued to AT&T labs! Smiley Very Happy

Message 6 of 105
Teacher

Re: MIFI Liberate 1.4 update issues?

Hey Mariana, 

this thread now has over 10,000 views. either loads of people (AT&T customers)  are having this same issue, or they're looking to see if there's problems. 

My Liberate still doesn't work. 

 

Anyone reading this having the same problem, please send a tweet over to Novatel.  @mifihotspot

 

 

Message 7 of 105
Adventurer

Re: MIFI Liberate 1.4 update issues?

sestewart,

 

My issue remains as well, and it looks like the person at the device support center never ordered me a replacement battery like she promised.  I got a call on Friday from Jamie from the urgent care group.  She left me a voicemail and I called her back shortly after that but have not gotten a follow-up call yet.  I am hoping to get one today.

 

One thing I didn't notice at first, the 3rd MiFi Liberate I got at the device support center on Wednesday was actually at firmware version 1.1, and exhibited the exact same behavior.  It downloaded the 1.4 update and then i let it install, and there is no difference.  It has to either be my battery or some change made on the AT&T side, or else maybe a setting on my account?

 

My issue started on Thursday October 17 at almost exactly 4PM eastern time.  I was driving on the PA Turnpike out by Lancasater when it first failed.  Before that it was working perfectly.  Can anyone check my account and see if a flag or something was put on it at that time?  Also, can anyone check and see if any changes were made on the AT&T end to the network at that time?  I am going on day 11 of this outage.  This is very frustrating.  I also have about 2.5GB data which will not roll over to next month which I will lose.

Message 8 of 105
Adventurer

Re: MIFI Liberate 1.4 update issues?

I followed up with the device support center in Lancaster just now and Jen ordered my replacement battery.  She said it should arrive tomorrow or Wednesday.  I will post an update when I get the new battery.  I also tweeted @MiFiHotSpot

Message 9 of 105
Teacher

Re: MIFI Liberate 1.4 update issues?

Mine begin failing as the software was updating around 6pm central, October 15th. Still no callbacks from ATT's specialist team on my case number.
Message 10 of 105
Teacher

Re: MIFI Liberate 1.4 update issues?

Btw, it's not your battery. If you check the device logs, you should see "call failed" messages where the network drops your device registration. I've real the system and network logs on the device, and not once seen a battery failure message.
Message 11 of 105
Adventurer

Re: MIFI Liberate 1.4 update issues?

I have done some testing this morning and have discovered something interesting.  We have an AT&T Microcell here at work.  I had the guy who owns it add the number of my MiFi to the Microcell.  After about 10 minutes the MiFi picked up and started using the Microcell.  It has been connected to the Microcell for over an hour now and has not dropped connection once.  I have been running a continual ping to an IP on the Internet and it has been running all this time without issue.  This has to be an issue with something on the AT&T side.

 

Mariana,

 

Please forward this information to whatever engineering team is working on this issue.

 

Message 12 of 105
Contributor

Re: MIFI Liberate 1.4 update issues?

I have the same or like issue, after the update it jumps the devices web site att.mifiliberate and will not stay connected

Message 13 of 105
Adventurer

Re: MIFI Liberate 1.4 update issues?

AT&T, do you have any update on this?

Message 14 of 105
Teacher

Re: MIFI Liberate 1.4 update issues?

Mariana or any other AT&T rep: 

 

I jsut spoke with tech support regarding my case ticket that has been open for over a week and a half with no resolution. According to whomever was on the tech chat with my AT&T rep, the CM case ticket was opened without a correct reason for a case. No one in the support staff was intending on calling me or having an AT&T rep contact me regarding my ticket. According to the tech I spoke with, tickets filled out incorrectly just sit there and are tossed to the wayside.  What CRAP. I've been a customer of AT&T's for OVER 13 YEARS. Never have I been more furiated with the way AT&T "specialist support" treats customers issues. Someone is supposed to be calling me within 24 hours regarding this issue now for an ICU case, but the damage has already been done. I should be telling AT&T to shove their service and force AT&T into letting me out of my contract over this. You have ONE chance to make this right by fixing this device issue ASAP. 

Message 15 of 105
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