AT&T 3G MicroCell Troubleshooting Manual

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

•

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.

• 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 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.

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

it back in to restart.

• 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

it back in to restart.

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

MicroCell GPS light continues to flash after 90
minutes

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

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

it back in to restart.

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

router/modem/gateway.

• Power off and on the router/modem/gateway/PC in the order outlined in

the Getting Started Guide.

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

it back in to restart.

• 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.

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

it back in to restart.

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

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.

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

it back in to restart.

• 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

it back in to restart.

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

router/modem/gateway.

• Power off and on the router/modem/gateway/PC in the order outlined in

the Getting Started Guide.

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.