PRIME Support

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UserGuide

Quick Start Guide

Learn about all the features of your PRIME.

TechSpec

Tech Specs

Find the technical specifications for your product.

Troubleshooting

Step-by-Step Troubleshooting

Follow an easy step-by-step trouble shooting guide.

Installation Video

Troubleshooting

No Power/ No lights on the PRIME Signal Booster
My Status Indicator is blinking blue
My Status Indicator is Solid blue but my phone still has poor signal
My Status Indicator is Flashing Red
My Status Indicator is Solid Red
Is it necessary to register my Cel-Fi?
How do I register my Cel-Fi system?
Why do I have to register my Cel-Fi?
Small Coverage Bubble - I only have signal within a few feet of the power supply.
Can Cel-Fi boost the signal of multiple cellular networks at once?
No LTE - My phone still doesn't have LTE!
I’ve installed Cel-Fi but I do not see more bars on my phone.
No Power/ No lights on the PRIME Signal Booster

PRIME Troubleshooting 1Make sure that your power source is a functional power outlet. Test something else that you know works in the same power source, or try moving the PRIME Power Supply to another power source that you have confirmed has working power.

Still Not Working?

It is possible that you have a bad power supply, or a malfunction of your PRIME Signal Booster hardware. Please reach out to your point of sale for further instructions.

If you switched power supplies and both systems are functioning properly then your Cel-Fi PRIME 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.

My Status Indicator is blinking blue

PRIME Troubleshooting 2A blinking blue status indicator means that your Cel-Fi PRIME is still in the startup process. Depending on the complexity of your cellular network, this process can take some time. If the Signal Booster’s Status Indicator continues to blink for more than 30 minutes please attempt a restart.

My Status Indicator is Solid blue but my phone still has poor signal

If your Cel-Fi PRIME Signal Booster has a solid Status Indicator with a blue light, the system is fully functional.

If your system has a solid blue status light but your phone is not picking up a stronger cellular signal you might need to check the power cable connections and your phones compatibility with the selected network.

Some cellular devices use combination of many different factor to calculate the number of “bars” displayed. To determine if your signal strength is stronger you can look for your signal strength while PRIME is plugged in and not plugged in. For more information please reach out to your point-of-sale or visit www.cel-fi.com/phonebars.

My Status Indicator is Flashing Red

PRIME Troubleshooting 4There are several reason why your status indicator would be flashing red. The best way to determine the specific reason for your flashing light is to use the WAVE Mobile or Desktop application while connected to your device. For more information see the full list of PRIME errors messages below.

My Status Indicator is Solid Red

PRIME Troubleshooting 4There are several reason why your status light would be solid red. The best way to determine the specific reason for your flashing light is to use the WAVE Mobile or Desktop application while connected to your device. For more information see the full list of PRIME errors messages below.

Is it necessary to register my Cel-Fi?

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

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).

Small Coverage Bubble - I only have signal within a few feet of the power supply.

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

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 self often helps as well.

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.

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, or your phone may not support LTE.

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

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.

Error Messages

Error 1: Not Receiving Signal from the Cellular Network
Error 4: Prime is Overheating
Error 5: Registration Required
Error 6: Hardware Error
Error 7: Disabled by Operator
Error 8: Input Signal Too Strong
Error 9: Location Lock - Registration Required
Error 12: Self-Test Failed
Too Close
Error 1: Not Receiving Signal from the Cellular Network

The cellular signal is too weak to boost. Using your cellular device, try to find a location with at least one consistent bar of 3G, 4G or 4G LTE where the cellular device’s performance is satisfactory. More bars is always better! Once you have found a usable signal, place your Signal Booster in this location.

Error 4: Prime is Overheating

Your Signal Booster is overheating. Please ensure that your Signal Booster is clear of any blockage. If you have your PRIME in an exceptionally warm area you may need to relocate the device to ensure that the Signal Booster does not continue to overheat. Once PRIME has cooled it will operate as normal.

Normal operating temperature of the Cel-Fi Signal Booster is 0-65ᵒ Celsius.

Error 5: Registration Required

Before use, you must register this device and have your provider’s consent. You must operate this device with approved cables as specified by the manufacturer. Register your System!

Error 6: Hardware Error

Your PRIME Signal Booster is experiencing a hardware failure. Try this… Reset your Signal Booster. To do this simply unplug your Power Supply from the power source for a few seconds and plug it back in.

If you recently updated the software of your device, try again. If the error persists please contact your point of sale for further assistance.

Error 7: Disabled by 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 Signal Booster 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 Signal Booster to another physical location.

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 register your new address with your wireless provider. Register you System!

Error 12: Self-Test Failed

During a system check a part of your unit’s configuration has reported less than optimal performance. The system could be displaying a non-critical error message. If you have a boost in cellular service at your service antenna you can ignore the E12 message. If you do not have a boosted signal, check to confirm that both your service antenna and donor antenna are properly connected and functional. If the antennas checkout, the boost number on the unit is high and you still don’t have a boosted signal try restarting the unit.

If you recently updated the software of your device, try again. If the error persist please contact your point of sale for further assistance.

Too Close

Your Power Supply is Too Close to your Signal Booster. Try moving the antennas further apart, starting with the Power Supply.

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