ATT3GMicroCell 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

General

Trouble Solution

Wireless phone doesn’t display AT&T MicroCell or

AT&T M-Cell (iPhone) or cannot connect with AT&T

MicroCell

• 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.

I cannot get my MicroCell to activate in my

basement

• Move the MicroCell to within 3 feet of a window with a clear, unobstructed

view of the sky

http://www.att.com/3GMicroCell

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

• 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 MicroCell. Unplug

the power cord from the MicroCell and plug it back in to restart.



My Internet connection on my PC is slower • Check to make sure the PC is not downloading large data and video file

downloads.

• Unplug PC from MicroCell and plug PC directly into

modem/gateway/router and check to see if faster.

• Change MicroCell installation option. Please see pages 9, 10, and 11 in

the User Manual.

Cannot log in to Online Registration • Sign up for MyWireless at www.att.com/mywireless • Verify username and password are entered correctly • Contact Customer Care at 800.331.0500 if you cannot login

My wireless data applications on my device are

slow

• Check to make sure any PC is not downloading large data and video file

downloads.

• Unplug the MicroCell and try to use your data applications again and check

to see if faster.

• Change MicroCell installation option. Please see pages 9, 10, and 11 in

the User Manual.

http://www.att.com/mywireless

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.

• Restart MicroCell by unplugging the power cord for MicroCell and plugging


• Return defective device to the place of purchase.

The “Ethernet” status indicator is flashing. • Restart MicroCell by unplugging the power cord for MicroCell and plugging


• Unplug and plug back in Ethernet cable from MicroCell to broadband

router/modem/gateway.



The “Computer” status indicator is off.

- For Options B and C only -

• Verify connection of Ethernet cable from MicroCell to the PC.







MicroCell GPS light continues to flash after 90

minutes



• Refer to FAQ section 3G MicroCell Setup of the User Manual if you never

received a GPS lock or if you had a previous GPS Lock.

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 FAQ section

3G MicroCell Setup of the User Manual.







• Install the 3G MicroCell using Option C installation method as described in

the User Guide.

MicroCell GPS light is off • Ensure MicroCell is AC power adapter is connected, there is power to the

outlet, and the MicroCell Power LED is solid green.



• If LED does not start blinking, call Customer Support at 800.331.0500.

The 3G status indicator is Red and flashing. • Restart MicroCell by unplugging the power cord for MicroCell and plugging






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.

Normally, just plugging the 3G MicroCell into the router/gateway is all that is required. However, sometimes router/gateway

settings have been changed and the 3G MicroCell will not connect properly.

This section will show you how to change the settings for some popular routers to enable the 3G MicroCell to connect

successfully. Do not be intimidated. We have provided the settings, basic steps, and typical screen shots of the setup screens

to help you make the changes we suggest.

Here are a few things to note. This section of the guide assumes you have done the following:

1. You have successfully registered your 3G MicroCell online using your myWireless account and received the confirmation

page

2. You have received 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 the manufacturer’s support line of your

router/gateway for assistance or your Internet Service Provider.

Click on one of the links below to jump to the appropriate section:

AT&T Required Router Configuration Settings

Time Warner Broadband Customers

Qwest Actiontec Modem Only Customers

Linksys and D-Link Router Customers


Router/Gateway Settings for proper AT&T 3G MicroCell™ operation:

o DHCP is on

o Port Blocking is either turned off or allowing ports 4500 and 500

o MAC address filtering is either turned off or allowing MAC address of MicroCell

o IPSec Pass-through is Enabled

o MTU size is set to 1492

o Blocked Fragmented Packets is Disabled

o 3G MicroCell is connected to the first router connected to the broadband modem

The next several pages are arranged by Internet Service Provider (ISP) or router manufacturer. 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 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" 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:

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™ .

Note: If you are unsure of the modem/router type, contact Qwest’s internet services department 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 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. Set up the modem in Transparent Bridge Mode

2. Use a new router to connect 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.

http://192.168.0.1/

5. Hit Apply.

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.

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 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. Once input, select OK

and you will be presented with the screen below:

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” as shown above. Press Save Settings to save the new choice(s).

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. Once input, select Log In and

you will be presented with the screen below:

The following information should be set as shown above:

• MTU 1492

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.

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).

Documents

ATT3GMicroCell Troubleshooting