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TROUBLESHOOTING
Possible problems and troubleshooting steps for your AT&T 3G MicroCell™ are described below. Check the troubleshooting
steps before contacting AT&T 3G MicroCell Customer Care at 800.331.0500.
There are two sections to choose from depending on your needs. Click on the appropriate link below to go to that section:
Common Troubleshooting Steps
Advanced In-Home Equipment Troubleshooting
Common Troubleshooting Steps
General
Trouble
Wireless phone doesn't display AT&T MicroCell or
AT&T M-Cell (iPhone) or cannot connect with AT&T
MicroCell
I cannot get my MicroCell to activate in my
basement
Solution
•
Check the 3G MicroCell for solid green 3G LED indicator. If not solid
green, unplug power cord from MicroCell and plug it back in to restart.
•
Ensure you are using a 3G wireless device from AT&T and its 3G radio is
turned on.
•
Go online and ensure you have successfully completed the Activation
Process at www.att.com/3GMicroCell. An activation text message and/or
email will also confirm successful activation.
•
Check online site (www.att.com/mywireless) and enter the correct cell
number in Approved User List under the Manage AT&T 3G MicroCell
Settings link.
•
Restart the wireless phone by powering down and powering up or by
removing and reinstalling the battery.
•
Ensure the Ethernet cable is properly attached to the MicroCell. If not,
unplug and plug back in Ethernet cable from 3G MicroCell to broadband
router/modem/gateway and remove power cord for MicroCell and reinstall
to restart.
•
Power off and on the router/modem/gateway/PC in the order outlined in
the Getting Started Guide.
•
Move the MicroCell to within 3 feet of a window with a clear, unobstructed
view of the sky
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Related Manuals for AT&T 3G MicroCell Series
Summary of Contents for AT&T 3G MicroCell Series
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Page 1: Troubleshooting
TROUBLESHOOTING Possible problems and troubleshooting steps for your AT&T 3G MicroCell™ are described below. Check the troubleshooting steps before contacting AT&T 3G MicroCell Customer Care at 800.331.0500. There are two sections to choose from depending on your needs. Click on the appropriate link below to go to that section: Common Troubleshooting Steps Advanced In-Home Equipment Troubleshooting Common Troubleshooting Steps... - Page 2 Services Trouble Solution • Wireless Phone is not working Ensure you are using a 3G device from AT&T • Ensure the wireless phone has the MicroCell indicator • Ensure 3G LED is on MicroCell solid green • Ensure 3G connectivity is enabled on your 3G wireless phone •...
- Page 3 Hardware Trouble Solution • The “Power” status indicator is red. Restart MicroCell by unplugging the power cord for MicroCell and plugging it back in to restart. • Return defective device to the place of purchase. • The “Ethernet” status indicator is off. Verify Ethernet cable is plugged into the Ethernet port of the MicroCell and plugged into the modem/gateway/router.
- Page 4 • Ensure the GPS LED is solid green. If not solid green, refer to FAQ section 3G MicroCell Setup of the User Manual. • Restart MicroCell by unplugging the power cord for MicroCell and plugging it back in to restart. •...
- Page 5 Advanced In-Home Equipment Troubleshooting If your AT&T 3G MicroCell™ is not working after you connect it to your router/gateway, first try the basic troubleshooting steps outlined above, contained in the User Guide, or online at www.att.com/3GMicroCell. If your 3G MicroCell still will not connect to the AT&T network (as indicated by a continuous blinking 3G light), then you should check your router’s settings and change them, as needed.
- Page 6 Router/Gateway Settings for proper AT&T 3G MicroCell™ operation: DHCP is on Port Blocking is either turned off or allowing ports 4500 and 500 MAC address filtering is either turned off or allowing MAC address of MicroCell IPSec Pass-through is Enabled MTU size is set to 1492 Blocked Fragmented Packets is Disabled 3G MicroCell is connected to the first router connected to the broadband modem...
- Page 7 TimeWarner Ubee/Ambit Modem Router If you are a customer of Time Warner and use their cable modem for your Internet connection, you may need to change an additional setting to ensure proper operation of the AT&T 3G MicroCell™. Block Fragmented IP Packets – from the UBEE Router Document With this feature enabled, all packets are checked to determine if the packet contains a "fragment"...
- Page 8 AT&T recommends that this option be Disabled as shown below:...
- Page 9 Resolving Home Connectivity Issues with Qwest Q1000 Actiontec Modem Router If you are a customer of Qwest and use their Actiontec Q1000 High Speed Fiber Optic DSL modem router for your Internet connection, you may need to change some additional settings and/or purchase additional equipment to ensure proper operation of the AT&T 3G MicroCell™...
- Page 10 Option 1 Qwest’s Actiontec Q1000 modem/router is a high speed Fiber Optic DSL modem and router combination device and is usually deployed in Colorado, Arizona, and some parts of the West coast. To resolve most home networking issues with the Actiontec modem router and the 3G MicroCell, you will need to do two things: Set up the modem in Transparent Bridge Mode Use a new router to connect between the Qwest modem router and the 3G MicroCell...
- Page 11 Hit Apply.
- Page 12 Step 2: Connecting a new router Due to the speed of the Gigabit Ethernet port on the Qwest modem router, it is recommended to purchase and use a Gigabit Ethernet Router like the Netgear WNDR3700. The router must be configured as described in the AT&T Required Router Configuration Settings section above.
- Page 13 For Linksys/Cisco router model WRT54G2 or equivalent: If you are using a Linksys/Cisco router, connect to the main page by opening your Internet Browser and typing 192.168.1.1 in the web page address field and pressing the enter key. You should be presented with a screen similar to the one below: Look in your Linksys/Cisco router documentation and type in the username and password information.
- Page 14 The following information should be set as shown above: • Automatic Configuration – DHCP • MTU Manual • Size 1492 If it is not, use the drop down menus to enter in the proper settings. To ensure the IPSec Passthrough is set properly, go to the Security tab and make sure the screen looks similar to the screen below: If it is not, select the radio button(s) next to the word “Enable”...
- Page 15 For D-Link router model DIR-655 or equivalent: If you are using a D-Link router, connect to the main page by opening your Internet Browser and typing 192.168.0.1 onto the web page address field and pressing the enter key. You should be presented with a screen similar to the one below: Look in your D-Link router documentation and type in the username and password information.
- Page 16 The following information should be set as shown above: • MTU 1492...
- Page 17 Now, click on the SETUP tab, then NETWORK SETTINGS and you will be presented with the following screen: Ensure that DHCP Server is Enabled and if not, select the check box to enable DHCP Server.
- Page 18 To ensure the IPSec (VPN) is set properly, go to the Advanced tab and make sure the screen looks similar to the screen below allowing IPSec (VPN): If it is not, select the check box next to “IPSec (VPN)” as shown above. Click Save Settings to save the new choice(s).