DUO & DUO+ Support

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UserGuide

Quick Start Guide

Learn about all the features of your DUO or DUO+.

TechSpec

Tech Specs

Find the technical specifications for your product.

Troubleshooting

Step-By-Step Troubleshooting

Follow an easy step-by-step trouble shooting guide for the DUO and DUO+.

Installation Videos

Troubleshooting

No Power – My Network Unit (aka Window Unit) won’t turn on!
No Power – My Coverage Unit won’t turn on!
No Bars – My Network Unit is not finding the cellular signal!
The numeric (8-segment) display on my Coverage Unit keeps cycling/rotating.
DUO+ for Verizon is not boosting my voice service.
No LTE – My phone still doesn’t have LTE!
I’ve installed Cel-Fi but I do not see more bars on my phone.
Low Number on my Coverage Unit (0-6)
Small Coverage Bubble – I only have signal within a few feet of the Coverage Unit!
Red Power Indicator – My Network Unit has a red power light!
Flashing Green Power Indicator – My Network Unit’s power light is flashing green!
Flashing Bars – My Network Unit bars are flashing.
Flashing 'E' on Coverage Unit display
Frequent or Intermittent 'Too Far' message
How do I register my Cel-Fi system?
Why do I have to register my Cel-Fi?
Can Cel-Fi boost the signal of multiple cellular networks at once?
No Power – My Network Unit (aka Window Unit) won’t turn on!

When your system does not power up, one of the following things could be happening. You could have a power adaptor failure, a hardware failure, or the system could need a simple restart.

Try this… Both the Network Unit and Coverage Unit have identical power supplies. Try switching the power supplies to see if one of the following issues could be occurring:

If you switch the power supplies and the problem moves from one unit to the other unit then you are experiencing a power supply issue. Please reach out to your point of sale for a replacement power supply.

If, after switching power supplies, you still have no power on your Network Unit try another outlet, or lamp/appliance in the same outlet. If you continue to have problems with the Network Unit please reach out to your point of sale for a system replacement.

If, after switching power supplies both system are functioning properly then your Cel-Fi DUO system simply needed a restart. This is not something that should continue, but if it occurs frequently please reach out to your point of sale for support.

are functioning properly then your Cel-Fi PRO system simply needed a restart. This is not something that should continue, but if it occurs frequently please reach out to your point of sale for support.

If you have power on your Network Unit with a white or otherwise abnormal colored display, please contact your point of sale for specific warranty support.

No Power – My Coverage Unit won’t turn on!

When your system does not power up, or has a red power indicator, one of the following things could be happening. You might have a power adaptor failure, a hardware failure, or the system may need a simple restart.

Try this… Both the Coverage Unit and Network Unit have identical power supplies. Try switching the power supplies to see if one of the following issues could be occurring:

If you switch the power supplies and the problem moves from one unit to the other unit then you are experiencing a power supply issue. Please reach out to your point of sale for a replacement power supply.

If, after switching power supplies, you still have no power on your Coverage Unit try another outlet, or another lamp/appliance in the same outlet. If you continue to have problems with the unit please reach out to your point of sale for a system replacement.

If, after switching power supplies both system are functioning properly then your Cel-Fi DUO system simply needed a restart. This is not something that should continue, but if it occurs frequently please reach out to your point of sale for support.

If, after switching power supplies both system are functioning properly then your Cel-Fi PRO system simply needed a restart. This is not something that should continue, but if it occurs frequently please reach out to your point of sale for support.

No Bars – My Network Unit is not finding the cellular signal!

If your power light is still blinking while you have no bars, your Network Unit is still trying to find the incoming cellular network signal. This can sometimes take more than a few minutes.

Taking longer than 60 minutes? Try this…

Walk around your home/office with your cellular device. Try to find a signal inside your home/office with at least one consistent bar of 3G/4G/LTE. More bars is always better! Once you have found a signal place your Network Unit in that location.

If you have bars of service on your phone in the location of your Network Unit, and after 60 minutes you are still unable to receive bars of service on your Network Unit try a restart. To restart your Network Unit simply unplug for a moment and then it plug back in. If the restart does not solve the issue please reach out to your point of sale for support.

No bars and a red power indicator? Please refer to the section below about “Red power indicator”.

The numeric (8-segment) display on my Coverage Unit keeps cycling/rotating.

When your Coverage Unit displays a rotating “0” zero your system is still preforming startup procedures. This process usually takes less than 20 minutes. If it takes longer than 45 minutes, please restart both units.

DUO+ for Verizon is not boosting my voice service.

Cel-Fi DUO+ for Verizon is LTE only and will only pick up your Verizon LTE signal. If your phone is not compatible with VoLTE (Voice over LTE) your voice service will not be boosted by the DUO+. If your phone is compatible with VoLTE make sure that your phone has LTE at the location of the Network Unit. To confrim, walk to the location of your Network Unit and place a call, if your phone switches to 3G your phone may not be compatible with VoLTE.

 

No LTE – My phone still doesn’t have LTE!

There are a few reasons why your phone would experience an issue with the LTE service.

You may not have LTE in your area, your Cel-Fi system may have lost the LTE signal due to intermittent network outages, your phone may not support LTE, or your phone may not be compatible with the frequency being boosted by the Cel-Fi DUO.

A flashing LTE light means that your Cel-Fi DUO system is actively searching for the LTE signal. The Cel-Fi DUO will scan at startup and scan again every 24 hours.

If your LTE light is not lit and not flashing, your Cel-Fi DUO has lost, or never found an LTE signal and has momentarily stopped searching. The Cel-Fi DUO will scan at startup and scan again every 24 hours.

I’ve installed Cel-Fi but I do not see more bars on my phone.

There could be several reasons for this:

First you can try rebooting your phone near the Coverage Unit so it takes a fresh look at the available channels. Also verify that your phone is compatible with the channels that your Cel-Fi model is boosting (maybe your handset is “unlocked” and actually does not fully support all your current Operator’s channels). iPhones can also show fewer “bars” of signal if the network is heavily loaded (learn more).

Note that Cel-Fi RS1 and RS2 models do not support LTE. If your phone is LTE capable and therefore is not showing boosted service, if needed it is designed to switch over to non-LTE services when it needs to, such as in a call. This is true with or without Cel-Fi and what matters is that now you have reliable service where you need it!

If you would like the benefits of LTE service as well, you can always upgrade your Cel-Fi to a newer version that also supports LTE.

Low Number on my Coverage Unit (0-6)

When you have a display of 0, 1, 2, 3, 4, 5, or 6 your Cel-Fi DUO system has established a connection but is not working to the fullest ability. Try this… move your units further apart. If you have a particular spot in your home that you want coverage more than others try installing your Cel-Fi system in reverse. Put your Coverage Unit where you need coverage the most then place your Network Unit at the furthest location where you can get at least 1 bar of service.

If you cannot get your systems further apart, and you have the coverage you need, a higher number is not always possible or necessary.

When you have a solid “0” zero display you may also see a flashing green power indicator. This display indicates that your Network Unit and Coverage Unit are “Too Close” together. Try moving the units further apart, starting with the Coverage Unit.

Small Coverage Bubble – I only have signal within a few feet of the Coverage Unit!

Changes to your Cel-Fi placement can be made to improve your 3G/4G/LTE coverage.

The more bars shown on the Network Unit the better. Try moving the Network Unit to an area that has better 3G/4G/LTE coverage. If the home/office has more than 1 floor upstairs is usually better than downstairs. Putting the Network Unit near a window or higher on a shelf often helps as well.

The numeric value on the display of the Coverage Unit is an indication of the area covered. A higher number means a larger area is covered. To increase the coverage area move the Coverage Unit farther away from the Network Unit. The less obstacles in their direct line of sight the further apart you can get them. The higher the Coverage Unit number, the better the coverage.

Red Power Indicator – My Network Unit has a red power light!

With a flashing red power indicator you may also see an error code displayed on the Coverage Unit (flashing an E then correlating error number).

E1 – Cellular Signal too weak to boost. Try this… Walk around your home/office with your cellular device. Try to find a signal indoors with at least one consistent bar of 3G/4G/LTE. More bars is always better! Once you have found a usable signal place your Network Unit in this location.

E3 – Coverage Unit is overheating. Insure that your Coverage Unit vents are uncovered and free of debris, and that the location of the unit allows free flow of air. Once the Coverage Unit has cooled to a normal functioning temperature it will restart and operate as normal.

E4 – Network Unit is overheating. Insure that your Network Unit vents are uncovered and free of debris, and that the location of the unit allows free flow of air. Once the Coverage Unit has cooled to a normal functioning temperature it will restart and operate as normal.

With a solid red power indicator you may also see and error code displayed on the Coverage Unit (flashing an E then correlating error number).

E8 – Input signal too strong. An E8 error code is letting you know that your Network Unit is too close to a cellular tower, not necessarily for your operator. This has reduced the output power (coverage bubble) to limit network interference. Try this…Move your Network Unit to another location. You might need to move your system to the other side of your home/office. Note: When you have an E8 your system will still offer you indoor cellular coverage.

E6 – Network Unit hardware error that may be remedied by a reset. Your Coverage Unit may not display a flashing error code. You will likely only see the solid red power indicator on your Network Unit. Try this…reset your Network Unit. Simply unplug your Network Unit for a few seconds and plug it back in.

Flashing Green Power Indicator – My Network Unit’s power light is flashing green!

 

A flashing green power indicator on your Network Unit means that your system is still performing startup procedures. This could indicate that the Network Unit is trying to find a connection to either the cellular network or your Coverage Unit.

No bars with a flashing power indicator means the system is trying to locate the cellular network. This normally takes less 60 minutes. Make sure that your phone (cellular device) has at least one bar of 3G/4G/LTE signal where the Network Unit is located.

If you have bars but the power indicator is flashing this means that your Network Unit has located the cellular network and is now trying to locate your coverage unit. For more information about Coverage Unit issues click here (add link to Coverage Unit Trouble Shooting section).

Flashing Bars – My Network Unit bars are flashing.

With flashing bars on your Network Unit you may also see and error code displayed on the Coverage Unit (flashing an E then correlating error number).

E7 – The system has been disabled by the mobile network operator. Contact your operator for more information.

Flashing 'E' on Coverage Unit display

E1 Cellular Signal too weak to boost. Try this… Walk around your home/office with your cellular device. Try to find a signal indoors with at least one consistent bar of 3G/4G/LTE. More bars is always better! Once you have found a usable signal place your Network Unit in this location.

E2 Coverage Unit hardware error that may be remedied by a reset. Your Coverage Unit may not display a flashing error code. You will likely only see the solid red power indicator on your Coverage Unit.Try this….Reset your Coverage Unit. Simply unplug your Coverage Unit for a few seconds and plug back in.

E3 Your Coverage Unit is overheating. Try this… ensure that your Coverage Unit vents are clear of any blockage, and that the location of the unit allows free flow of air. Once your Coverage Unit has cooled down it will operate as normal.

E4 Your Network Unit is overheating. Try this… ensure that your Network Unit vents are clear of any blockage, and that the location of the unit allows free flow of air. If you have your Network Unit in an attic space you may need to relocate the device to ensure that the system does not continue to overheat. Once your Network Unit has cooled down it will operate as normal.

E7 The system has been disabled by the mobile network carrier. Contact your point of sale.

E8 Input signal too strong. An E8 error code is letting you know that your Network Unit is too close to a cellular tower, not necessarily for your operator. This has reduced the output power (coverage bubble) to limit network interference. Try this…Move your Network Unit to another location. You might need to move your system to the other side of your home. Note: When you have an E8 your system will still offer you indoor cellular coverage.

Too close, you may also see a solid zero on your Coverage Unit. Your Coverage Unit is “Too Close” to your Network Unit. Try this…moving the units further apart, starting with the Coverage Unit.

Too far, you may also see a rotating/cycling zero with red arrows on your Coverage Unit. Your Coverage Unit is “Too Far” from your Network Unit. Try moving the units slightly (5-10 feet) closer together, starting with the Coverage Unit.

Frequent or Intermittent 'Too Far' message

Intermittent rotating/too far issues. While the number 9 is the largest distance between your Coverage Unit and your Network Unit you can have the systems slightly too far apart. This may cause you to experience intermittent interference which can cause the connection to break. Frequent or intermittent issues can be related to heavy WiFi saturation in your home/office, or obstacles that move between the two units line of sight. Make sure that each unit is as far as possible from any access points or other WiFi enabled devices. An example of a wireless device could be, but is not limited to, a wireless home phone, laptop computer, or wireless router.

Intermittent too far issues. While five CU bars is the largest distance between your Coverage Unit and your Network Unit you can have the systems slightly too far apart. This may cause you to experience intermittent interference which can cause the connection to break. Frequent or intermittent issues can be related to heavy WiFi saturation in your home/office, or obstacles that move between the two units line of sight. Make sure that each unit is as far as possible from any access points or other WiFi enabled devices. An example of a wireless device could be, but is not limited to, a wireless home phone, laptop computer, or wireless router.

How do I register my Cel-Fi system?

The process is very simple and just takes a minute by following the link below to your Operator’s Registration site.  If your system was provided by your Operator it may be preregistered (see product box insert).

In the USA:

Why do I have to register my Cel-Fi?

Why is this being done?  Because cellular systems are protected assets of the Operators that own them.  Many boosters in the market cause problems for those networks (which means all of us using the networks too).  New FCC/Operator approved boosters are better and don’t cause problems, and Cel-Fi is the only booster in a special class of boosters that allows 100 dB of signal gain (30 dB or 1000x the gain of all other boosters).

Can Cel-Fi boost the signal of multiple cellular networks at once?

Cel-Fi signal boosters are Operator specific, and will only boost one Operator’s channels at a time. Being Operator specific is one of the main reasons that we are network safe and can provide 100 dB of signal gain, and why we are the only signal booster approved by a growing number of Operators.

Error Messages

Error 1: Not Receiving Signal from the Cellular Network
Error 2: Coverage Unit Hardware Error
Error 3: Coverage Unit is Overheating
Error 4: Network Unit is Overheating
Error 5: Registration Required
Error 6: Network/Window Unit Hardware Error
Error 7: Disabled by the Operator
Error 8: Input Signal Too Strong
Error 9: Location Lock - Registration Required
Too Close
Too Far
Error 1: Not Receiving Signal from the Cellular Network

The cellular signal is too weak to boost.
Try this…Walk around your home/office with your cellular device. Try to find a location indoors with at least one consistent bar of 3G/4G/LTE where the cellular device’s performance is satisfactory. More bars is always better! Once you have found a usable signal place your Network Unit in this location. Note: If an External Donor Antenna is installed, check the connection.

Error 2: Coverage Unit Hardware Error

Your Coverage Unit may be experiencing a hardware error that might be remedied by a reset.
Try this…reset your Coverage Unit. Simply unplug your Coverage Unit for a few seconds and plug in back in. If the problem persist after a restart contact your point-of-sale for further assistance.

Error 3: Coverage Unit is Overheating

Your Coverage Unit is overheating. Please ensure that your Coverage Unit vents are clear of any blockage, and that the location of the unit allows free flow of air. Once your Coverage Unit has cooled down it will operate as normal. Normal operating temperature of the Cel-Fi unit is 0-40 Celsius.
Note: Your Network Unit will continue to search for the Coverage Unit.

Error 4: Network Unit is Overheating

Your Network Unit (also known as a Window Unit) is overheating. Please ensure that your Network Unit vents are clear of any blockage, and that the location of the unit allows free flow of air. If you have your Network Unit in an exceptionally warm area you may need to relocate the device to insure that the system does not continue to overheat. Once your Network Unit has cooled down it will operate as normal.
Normal operating temperature of the Cel-Fi unit is 0-40ᵒ Celsius.

Error 5: Registration Required

Before use you must register this device. Register your system.

Error 6: Network/Window Unit Hardware Error

Your Network Unit may experiencing a hardware error that might be remedied by a reset.
Try this… reset your Network Unit (also known as a Window Unit). Simply unplug your Network Unit for a few seconds and plug it back in. If the problem persists after a restart please contact your point-of-sale for further assistance.
If you recently updated the device using WAVE, try the update again. If the error persists please contact your point of sale for further assistance.

Error 7: Disabled by the Operator

Your system has been disabled by the mobile network operator. Contact your point-of-sale for further assistance.

Error 8: Input Signal Too Strong

Your Network Unit is too close to a cellular tower. This may result in a reduced output power (smaller coverage bubble) to limit network interference.
If you have satisfactory boost in cellular service you can ignore this message. Otherwise move your Network Unit to another location. You might need to move your system to the other side of your home/office.

Error 9: Location Lock - Registration Required

Your system has been moved from its original address. Please move the system back to its original location or try to register your new address with your wireless provider. Systems can be registered HERE.
Note: In some cases the Error 9 cannot be remedied with a registration – instead the remedy is to return the unit to its original location. Please reach out to your point-of-sale if registration did not unlock your error 9 message.

Too Close

Your Coverage Unit is “Too Close” to your Network Unit. Try moving the units much further apart, starting with the Coverage Unit. The more distance between the Network Unit and the Coverage Unit results in a larger coverage bubble provided by the Coverage Unit.

Too Far

Your Coverage Unit is “Too Far” from your Network Unit. Try moving the units slightly (5-10 feet) closer together, starting with the Coverage Unit.
Intermittent “Too Far” message? Frequent or intermittent issues can be related to heavy 5GHz device saturation in your home/office. Make sure that each unit is as far as possible from any 5Hz enabled devices.
Your Network Unit will continue to search for the Coverage Unit, resulting in a flashing power indicator. Make sure that your Network Unit is operating normally, displaying a green (flashing or solid) power indicator and green signal strength bars. If you have a red power indicator (flashing or solid) on your Network Unit please reach out to your point-of-sale for further assistance.

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