AT&T 3G MicroCell™ HOME NETWORK TROUBLESHOOTING

AT&T 3G MicroCell™
HOME NETWORK 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.
Click on the appropriate link below to jump to that section:
Section I: Common Troubleshooting Steps
Section II: Modem/Router Settings & Instructions
Section III: Still Having Trouble?
Section IV: Glossary
Section I: 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
Solution
Check the 3G MicroCell for a solid green 3G light. If not solid
green, unplug power cord from the 3G 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 3G MicroCell.
If not, unplug and plug back in Ethernet cable from the 3G
MicroCell to the broadband router/modem/gateway and remove
and reinstall the 3G MicroCell power cord to restart.
Power off and on the router/modem/gateway/PC in the order
outlined in the Getting Started Guide.
I cannot get my 3G MicroCell to activate in my
basement
Move the 3G MicroCell to within 3 feet of a window with a clear,
unobstructed view of the sky
Services
Trouble
Wireless Phone is not working
Solution
Ensure you are using a 3G device from AT&T
Ensure the wireless phone has the 3G MicroCell indicator
Ensure the 3G light on the 3G MicroCell is solid green
Ensure 3G connectivity is enabled on your 3G wireless phone
Make a test call to another wireless phone and/or home phone
Access data features from your wireless phone
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 3G MicroCell.
Unplug the power cord from the 3G MicroCell and plug it back in to
restart.
Power off and on the router/modem/gateway/PC in the order
outlined in the Getting Started Guide.
My Internet connection on my PC is slower
Check to make sure the PC is not downloading large data or video
files.
Unplug PC from 3G MicroCell and plug PC directly into
modem/gateway/router and check to see if faster.
Change the 3G MicroCell installation option.
10, and 11 in the User Manual.
Please see pages 9,
Cannot log in to Online Registration
Sign up for MyWireless at www.att.com/mywireless
Verify username and password are entered correctly
Contact AT&T Customer Care at 800.331.0500 if you cannot login
My wireless data applications on my 3G
handset are slow
Check to make sure any PC is not downloading large data or video
files.
Unplug the 3G MicroCell and try to use your data applications again
and check to see if faster.
Change the 3G MicroCell installation option.
10, and 11 in the User Manual.
Please see pages 9,
Enable IPsec Passthrough as described in the Advanced In-Home
Equipment Troubleshooting section below.
Hardware
Trouble
Solution
The “Power” status indicator is red.
Restart the 3G MicroCell by unplugging the power cord for the 3G
MicroCell and plugging it back in to restart.
Return defective 3G MicroCell to the place of purchase.
The “Ethernet” status indicator is off.
Verify Ethernet cable is plugged into the Ethernet port of the 3G
MicroCell and plugged into the modem/gateway/router.
Restart the 3G MicroCell by unplugging the power cord for the 3G
MicroCell and plugging it back in to restart.
Return defective device to the place of purchase.
The “Ethernet” status indicator is flashing.
Restart the 3G MicroCell by unplugging the power cord for the 3G
MicroCell and plugging it back in to restart.
Unplug and plug back in Ethernet cable from the 3G MicroCell to
the broadband router/modem/gateway.
Power off and on the router/modem/gateway/PC in the order
outlined in the Getting Started Guide.
The “Computer” status indicator is off.
For Options B and C only
-
Verify connection of Ethernet cable from the 3G MicroCell to the
PC.
Restart the 3G MicroCell by unplugging the power cord for the 3G
MicroCell and plugging it back in to restart.
Unplug and plug back in Ethernet cable from the 3G MicroCell to
the broadband router/modem/gateway.
Power off and on the router/modem/gateway/PC in the order
outlined in the Getting Started Guide.
3G MicroCell GPS light continues to flash after
90 minutes
Restart the 3G MicroCell by unplugging the power cord for the 3G
MicroCell and plugging it back in to restart.
Refer to the FAQ section of 3G MicroCell Setup of the User Manual
if your 3G MicroCell never achieved a GPS lock or if it had a
previous GPS Lock.
3G MicroCell 3G light is blinking on and off
Go online and ensure you have successfully completed the
Activation Process at www.att.com/3GMicroCell.
While uncommon, it may take up to 90 minutes for your 3G
MicroCell to synchronize with the AT&T system after successful
completion of the Activation Process.
Ensure the GPS LED is solid green. If not solid green, refer to the
FAQ section of 3G MicroCell Setup of the User Manual.
Restart the 3G MicroCell by unplugging the power cord for the 3G
MicroCell and plugging it back in to restart.
Unplug and plug back in Ethernet cable from the 3G MicroCell to
the broadband router/modem/gateway.
Power off and on the router/modem/gateway/PC in the order
outlined in the Getting Started Guide.
Install the 3G MicroCell using Option C installation method as
described in the User Guide.
3G MicroCell GPS light is off
Ensure the 3G MicroCell’s AC power adapter is connected, there is
power to the outlet, and the 3G MicroCell Power LED is solid green.
Restart the 3G MicroCell by unplugging the power cord for the 3G
MicroCell and plugging it back in to restart.
If LED does not start blinking, call Customer Support at
800.331.0500.
The 3G light is red and flashing.
Restart the 3G MicroCell by unplugging the power cord for the 3G
MicroCell and plugging it back in to restart.
Unplug and plug back in Ethernet cable from the 3G MicroCell to
the broadband router/modem/gateway.
Power off and on the router/modem/gateway/PC in the order
outlined in the Getting Started Guide.
Internet equipment isn’t near a window.
Powerline Ethernet adapters are available which use your electrical
outlets to provide Internet connections to an area away from
existing Internet equipment.
A minimum of two HomePlug AV or equivalent devices are
required. AT&T offers a HomePlug AV starter kit online
at http://www.att.com/equipment/accessories/networkadapters.jsp. Similar devices are also available at local electronic
stores.
Using two Wireless Routers in bridge mode.
Connecting the 3G MicroCell to the Internet via two wireless
routers in bridge mode in order to provide internet connectivity to
an area away from existing internet equipment is not
recommended. While your 3G MicroCell may activate, quality of
service may be adversely affected.
Section II: Modem/Router Settings and Instructions
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 use
the following instructions to check your router’s settings and change them, as needed.
Normally, just plugging the 3G MicroCell into the router/gateway is all that is required. However, sometimes
router/gateway settings have been changed or the 3G MicroCell will not connect properly.
This section will show
you how to change the settings for some popular modems/routers to enable the 3G MicroCell to connect
successfully.
Do not be intimidated.
We have provided the settings, basic steps, and typical setup screens to
help you make the changes we suggest.
This section of the guide assumes:
1. You have successfully registered your 3G MicroCell online using your myWireless account and received the
confirmation page
2. Your 3G MicroCell has a solid GPS light
3. You have waited at least 90 minutes for the 3G MicroCell to activate
4. You have read through the Common Troubleshooting Steps section
5. You have a fully functional, Internet connected home network
NOTE:
If you do not have or have not done the steps above, complete them now before you continue.
This section of the guide is a more advanced part of the troubleshooting process.
If you are
uncomfortable making the changes suggested in this section or do not know what to do, please
contact your router/gateway manufacturer’s support line for assistance or your Internet Service
Provider.
Click on one of the links below to jump to the desired section:
Required 3G MicroCell Settings for all Modems/Routers
TimeWarner Ubee/Ambit Modem Router
Qwest Q1000 Actiontec Modem Router
Linksys Router
D-Link Router
Netgear Router
Westell DSL Modem
Cascade Networks, Inc. Customers
Required 3G MicroCell Settings for all Modems/Routers:
To provide proper operation of your AT&T 3G MicroCell, ensure that your broadband router/modem/gateway has
the following settings:
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 the 3G MicroCell
IPSec Pass-through is enabled
MTU size is set to 1492
Block Fragmented Packets is disabled
If you have multiple routers, 3G MicroCell must be connected to the first router connected to the
broadband modem
If your 3G MicroCell is connected to a router that is connected to the modem and both the router and
the modem have NAT (Network Address Translation) enabled, disable NAT either in the router or the
modem.
Ensure your modem/router is using the latest software (firmware) for your particular model.
Please
see the manufacturer’s documentation for steps to check and update the software.
The next several pages are arranged by Internet Service Provider (ISP) and modem/router manufacturer, and will
show you how to access and change these settings. For all changes to take effect, you may need to restart your
router/gateway or modem.
Please check with your manufacturer’s documentation and follow the steps outlined
when making changes to the settings.
Note:
Your screens may not match exactly, but this guide will show you the most common locations for these
changes.
You can also go to your ISP’s or router manufacturer’s web site for updated information or refer
to your router’s documentation.
TimeWarner Ubee/Ambit Modem Router
If you are a Time Warner customer 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.
Connect to the main router settings page by opening your Internet browser and typing 192.168.0.1 in the web
page address field and pressing the enter key.
password information.
Look in your router documentation and type in the username and
Often the following defaults will work: User Name = “user”, Password = “user”.
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" flag. If the flag
exists, the CM will discard the packet. Under certain conditions, this feature may cause communication issues with
other devices on the network and should be disabled. For example, streaming media applications may fragment the
packets depending on the encoding used for the video stream. For clips encoded at 300 Kbps, 66% of the packets
are IP fragments, while below 100 Kbps there is no fragmentation.
In the Firewall section, the default setting is enabled as shown by the check in the box below:
AT&T recommends that this option be Disabled as shown below:
For further assistance, please contact TimeWarner Cable Customer Support at: 1-800-892-2253
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 .
Note:
If you are unsure of the modem/router type, contact Qwest’s internet services department at 1-877-3489005 for assistance.
It is also recommended that the Q1000 is running the most current firmware.
If
you do not know how to check or how to upgrade the firmware, please contact Qwest Technical Support
for assistance.
If you are experiencing issues with your Qwest modem router that is connected to your 3G MicroCell, you may
need to:
Options:
1. Connect a separate router to the Qwest modem router and set up the 3G MicroCell in Option “A” mode as
described in the Getting Started Guide, or
2. Work with Qwest to update the firmware and make the following changes to your existing Qwest modem
router
The steps below are only for customers without a router connected between the Qwest modem/router and the 3G
MicroCell and are the only process provided in this document.
For the upgrade option, you will need to contact
Qwest technical support for assistance in downloading of the firmware, installing the firmware, resetting to factory
defaults, and reconfiguring the modem router.
Once completed and an Internet connection is re-established, you
can proceed to connect the 3G MicroCell using the standard Option A connection method.
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:
1. Put the modem into Transparent Bridge Mode
2. Connect a new router between the Qwest modem router and the 3G MicroCell
Step 1: Transparent Bridge Mode
Put the Q1000 in a Transparent Bridge Mode as follows:
1. Open a web browser and navigate to http://192.168.0.1
2. Select Quick Setup.
3. Scroll down and select Advanced IP Configuration.
4. Select RFC 1483 Transparent Bridging.
5. Click Apply.
Step 2:
Connecting a new router
Due to the speed of the Gigabit Ethernet port on the Qwest modem router, it is recommended that you 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.
After the router is connected to the Qwest modem router and you are able to connect to the Internet, set up the
3G MicroCell connection as described in the Quick Start Guide or User Guide for Option A, as shown below:
For further assistance, please contact Qwest Technical Support at: 1-877-348-9005.
Linksys/Cisco router model WRT54G2 or equivalent:
If you are using a Linksys/Cisco router, connect to the main router settings 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.
Often the
following defaults will work: User Name = “admin”, Password = “password”, or try leaving both fields blank.
input, select OK and you will be presented with the screen below:
Once
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 next to the word “Enable” as shown above.
Press Save Settings to save the new
choice(s).
For further assistance, please contact Linksys Technical Support at: 1-800-326-7114
D-Link router model DIR-655 or equivalent:
If you are using a D-Link router, connect to the main router management 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.
following defaults will work: User Name = Admin, Password is left blank.
Once input, select Log In then make sure
the SETUP tab is selected and you will be presented with the information below:
The following information should be set as shown above:
MTU 1492
Often the
Now, also in the SETUP tab, select NETWORK SETTINGS and look for the section similar to below:
Ensure that DHCP Server is enabled and if not, select the check box to enable DHCP Server.
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).
For further assistance, please contact D-Link Technical Support at: 1-877-453-5465.
Netgear router model WGR614v9 or equivalent:
If you are using a Netgear router, connect to the main router settings page by opening your Internet browser and
typing the router's LAN IP address (the default is 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 Netgear router documentation and type in the username and password information.
Often the
following defaults will work: User Name = “admin”, Password = “password”, or try leaving both fields blank.
input, select OK and you will be presented with the Netgear screen.
the screen below:
Once
Click “LAN Setup” in the left margin to go to
Be sure the box next to “Use Router as DHCP Server” has a check mark in it.
If it does not, click it to add a check mark.
Next, click “WAN Setup” in the left margin to go to the screen below:
The following information should be set as shown above:
MTU Size (in bytes) 1492
For further assistance, please contact Netgear Technical Support at: 1-888-NETGEAR.
Westell DSL Modem
If you are having problems with data applications on your 3G handset (i.e. web browsing, etc.) through your AT&T
3G MicroCell, first make sure that you have WiFi activated on your 3G handset.
If you don’t have WiFi, and you
have a Westell DSL modem model B90-220030-04, B90-610030-06 or C90-610030-06, you may need to enable IP
Passthrough on the Westell modem to ensure proper operation of data applications.
Enabling IP Passthrough does
not affect 3G MicroCell voice calls.
Enable IP Passthrough on Westell DSL modem model B90-610030-06 or C90-610030-06
If you have a separate router, it should be configured between your PC and your 3G MicroCell, using the Option C
installation method as described in the User Guide.
First remove and re-insert the power cable connected to the Westell modem to reset it.
Connect to the Westell settings page by opening your Internet browser and typing launchmodem in the web page
address field and pressing the enter key.
If launchmodem fails use 192.168.1.254 .
Select Home Network:
Select IP Passthrough:
Select your PC from list, then press enable:
A pop up will appear telling you that the IP Passthrough will reboot unit, press ok, then you will see this reboot
warning message:
After reboot you will return to the Westell modem management screen:
Enable IP Passthrough on Westell DSL modem model B90-220030-04
If you have a separate router, it should be configured between your PC and your 3G MicroCell, using the Option C
installation method as described in the User Guide.
First remove and re-insert the power cable connected to the Westell modem to reset it.
Connect to the main router settings page by opening your Internet browser and typing launchmodem in the web
page address field and pressing the enter key.
Select Expert Mode:
If launchmodem fails use 192.168.1.254 .
Press yes enter expert mode button:
Select Configure from left hand tab:
Select IP Passthrough from left hand tab:
Select your PC from the device list, then press the enable button:
A pop up will appear telling you that the IP Passthrough will reboot unit, press ok, then you will see this reboot
warning message:
Cascade Networks, Inc. Customers
If you are a customer of Cascade Networks, Inc. and use their Motorola Canopy modem for your Internet
connection, you may need to change an additional setting to ensure proper operation of the AT&T 3G MicroCell™.
Router Settings Example
If you use a router between the Motorola Canopy and the 3G MicroCell, the following changes should be made on
the router to allow the 3G MicroCell to communicate with the AT&T servers.
These router settings are contained
in the Security>Firewall section for a Linksys router and this is for illustration purposes:
Block Anonymous Internet Requests:
Disabled (Unchecked as shown above)
Filter Multicast:
Disabled (Unchecked as shown above)
Filter Internet NAT Redirection:
Disabled (Unchecked as shown above)
Motorola Canopy Settings
The following changes should be made to the Motorola Canopy modem after the changes to the router:
Disabled NAT on the radio device
Disabled Filtering on the Radio device
You would need to request to work with a Cascade Networks, Inc. technician to make the modem option changes.
For further assistance, please contact Cascade Networks, Inc. Customer Support at: 1-866-774-5321.
Still Having Trouble?
If you have tried the steps above and are still having trouble, you have four remaining options:
1. If you have a combined modem/router device, contact your Internet Service Provider’s help desk for
assistance in configuring your combined modem/router device.
2. Contact your router or combined modem/router manufacturer’s help desk for assistance in configuring your
router or combined modem/router device.
3. For on-site assistance, purchase AT&T ConnecTech services by calling 1-800-344-1734 during the hours of
8am – 11pm Central Time 7 days a week.
4. Contact AT&T Customer Support at 1-800-331-0500 for assistance.
Please note:
Changing your broadband router/modem/gateway’s settings may cause other applications to stop
working, and/or change the broadband router/modem/gateway’s security settings for outbound
data transmissions. Please see your router/modem/gateway’s instruction manual for more detailed
information.
Glossary
3G Radio is a component inside 3G wireless devices (like cell phones and data cards) that provides wireless 3G
communication.
Most 3G cell phones and data cards provide a menu setting that allows you to turn the 3G radio
on or off.
3G Wireless Device or Handset is a cell phone, data card, or other device with a 3G radio component inside
it.
Approved User List is a list of phone numbers that can use your 3G MicroCell. You can manage the Approved
User List online to prevent unauthorized users from accessing the 3G MicroCell, while allowing family and friends
to use the 3G MicroCell’s 3G signal. Up to 10 AT&T 3G mobile numbers may be entered. To manage your
Approved User List, click the “Manage AT&T 3G MicroCell Settings” link at www.att.com/mywireless.
AT&T 3G MicroCell acts like a mini cellular tower in your home or small business environment. It connects to
AT&T's network via your existing broadband Internet service (such as DSL or cable) and is designed to support up
to four simultaneous users in a home or small business setting. With AT&T 3G MicroCell, you receive improved
cellular signal performance for both voice calls and cellular data applications like picture messaging and surfing
the Web.
Block Fragmented Packets is a router setting that should be disabled to ensure proper operation of your 3G
MicroCell.
When enabled, this setting blocks data packets that are fragmented.
It is necessary to fragment data
packets when the data packet is larger than the maximum size allowed by the MTU.
Broadband Router/Modem/Gateway is a catch-all term to refer to the device in your home network that
acts as a router.
Your actual device might be a router, or it might be a combination router/broadband modem,
such as a router/DSL modem or a router/cable modem or an AT&T U-verse gateway.
This device acts as a router
because is has multiple Ethernet ports on it that allow you to plug in multiple devices (PCs, 3G MicroCell, etc.) to
share your broadband Internet connection.
DHCP (Dynamic Host Configuration Protocol) is a router setting that should be enabled to ensure proper
operation of your 3G MicroCell.
DHCP is a computer networking protocol that routers use to assign dynamic IP
addresses to the devices (computers, 3G MicroCell, etc.) that are connected to it.
Ethernet Cable is the cable used to connect your 3G MicroCell to your broadband router/modem/gateway. The
jack resembles a telephone cord modular jack, only larger.
GPS Lock occurs when your 3G MicroCell is able to determine its location using GPS (Global Positioning System).
When your 3G MicroCell achieves GPS Lock, the GPS indicator light (satellite icon) on the front of the 3G MicroCell
will glow solid green.
You may need to move your 3G MicroCell closer to a window in order to achieve GPS Lock.
IPSec (Internet Protocol Security) PassThrough is a router or modem setting that should be enabled to
ensure proper operation of your 3G MicroCell.
When IPSec PassThrough (VPN, Virtual Private Network) is enabled,
it allows the 3G MicroCell to send and receive encrypted packets through your router’s network address translation
and firewall.
MAC Address Filtering is a router setting that should be either turned off or set to allow the MAC address of the
3G MicroCell, in order to ensure proper operation of your 3G MicroCell.
has a MAC address.
Each device that connects to your router
If you enable MAC address filtering in your router, only the devices with allowed MAC
addresses will be able to connect to the Internet through the router.
3G MicroCell 3G Light is the indicator light on the front of the 3G MicroCell that looks like a 5 bar signal
strength meter.
It will glow solid green when your AT&T 3G MicroCell activation is complete.
NAT (Network Address Translation) is the method by which an IP address is translated into another IP
address. NAT was developed as a result of the wide deployment of IP networks in corporate environments.
NAT
is intended to hide internal networks from the public and avoid the use of public IP addresses, due to the shortage
of IP addresses available.
If your 3G MicroCell is connected to a router that is connected to the modem and both
the router and the modem have NAT enabled, disable NAT either in the router or the modem.
MTU (Maximum Transmission Unit) Size is a router setting that should be set to 1492 to ensure proper
operation of your 3G MicroCell.
The MTU is the largest size packet of data that your router will transmit to the
Internet.
Port Blocking is a router setting that should be either turned off or set to allow ports 4500 and 500, in order to
ensure proper operation of your 3G MicroCell.
connecting to the Internet through the router.
Port Blocking blocks all ports, except those specified, from
RFC 1483 Transparent Bridging is a setting in Qwest’s Actiontec Q1000 modem/router that needs to be
enabled to ensure proper operation of your 3G MicroCell.
switched computer networks.
Bridging is a forwarding technique used in packet-
Transparent Bridging is a form of bridging "transparent" to the end systems using it,
in the sense that the end systems operate in exactly the same way as in a non-bridged network.
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