PRO Support

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 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.

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 (changed). 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 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.

Yes, and for a good reason!  Cel-Fi is controlled by and operates as an extension of an operator’s network.  This is what allows Cel-Fi (by regulatory authority) to boost signals about 1000x more than other solutions, and therefore cover very large areas even if the original network signal is weak.  And it works very well.

Broad-spectrum repeaters can cause interference and damage to networks, so operators have adopted a strict policy against the use of these legacy signal boosters on their own networks. However, Cel-Fi (the only smart signal booster of its kind), is authorized for use by each carrier and allowed to transmit on their licensed spectrum without ruining things for anyone else.

Not all cellular operators use the same technologies, and we do not boost every technology available around the world. The Cel-Fi systems will support 3G(UMTS/WCDMA), 4G(HSPA & HPSA+), and LTE technology of operators that have approved the use of Cel-Fi on their network. You can reach out to your operator for more information on what specific technology they use.

If booster registration is required in your country, your system may arrive pre-registered or you may be asked to (it’s very simple).  See your product insert for details.

The FCC is now requiring all boosters in the U.S. to be approved for use by the Operator, and that all consumers register their boosters.  To learn more please visit the FCC site: http://wireless.fcc.gov/signal-boosters/index.html

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:

• If your operator is T-Mobile, MetroPCS, TruPhone, or another T-Mobile network operator please register your booster at: www.T-Mobile.com/BoosterRegistration
• If your operator is AT&T, Aio, or another AT&T network operator please register your booster at:www.attsignalbooster.com

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).

If you have no bars, your Network Unit is still trying to find the incoming cellular network signal. Your Network Unit may display the “Searching for the Network…” message. 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 simple restart. To restart your Network Unit simply unplug for a moment and then plug back in. If the restart does not solve the issue please reach out to your point of sale for support.

When you Coverage Unit does not have bars but your Network Unit icon does, the system is still performing startup procedures.

If it takes longer than 45 minutes, please restart both units and make sure they are within sight of each other.

Try placing the units roughly 30 feet from each other as a test to confirm that the units will pair, if not make sure you have matching serial numbers.

Intermittent “Too Far” message? Frequent or intermittent issues can be related to heavy WiFi saturation in your home/office. Make sure that each unit is as far as possible from any access points or other WiFi enabled devices

Your Cel-Fi PRO has found the network and is displaying bars over the (NU) Network Unit icon, but continues to try and find a connection to the Coverage Unit (CU).

If this screen is displayed for more than 30 minutes, after your Network Unit shows bars, you could have one of the following issues with your Cel-Fi PRO system.

Try this… Insure that your Coverage Unit (CU) is plugged in and has power. If your Coverage Unit does not have power click here for a link to the PRO Coverage Unit (CU) troubleshooting section.

Make sure that your Units are not too far apart. Try placing the systems 10-15 feet apart to insure they can connect. The more interference (i.e. walls, doors, refrigerators, filing cabinets) between the two units the closer they will need to be. Once you have established a connection you can optimize the displayed number by moving either unit.

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.

When you have a 1, or 2 bars on the Coverage Unit, your Cel-Fi PRO system has established a connection but might not be (changed) 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.

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 bar display of the Coverage Unit is an indication of the area covered. More bars on the Coverage Unit 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 more bars on your Coverage Unit, the better the coverage area will be.

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.

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, or your phone may not support LTE.

Check to see that your phone shows an LTE signal in the location of your Network Unit.

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.

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

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.

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.

Your Network 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.

Before use you must register this device. Systems can be registered HERE.

Your Network Unit may experiencing a hardware error that might be remedied by a reset.
Try this… reset your Network 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.

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

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.

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.

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 WiFi saturation in your home/office. Make sure that each unit is as far as possible from any access points or WiFi enabled devices.
Your Network Unit will continue to search for the Coverage Unit. Make sure that your Network Unit is operating normally, with a full color display reading the same Too Far message as your Coverage Unit. If you have a different message on your Network Unit please reach out to your point-of-sale for further assistance.

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.