Troubleshooting Your Whitebox
Last updated
Last updated
If you’re having trouble with your Whitebox, read on for solutions to get it back online and testing again.
Here are some signs that your Whitebox is not working properly:
The green light below the revolving arrows icon is flashing continuously.
No new metrics or reports are appearing on your account dashboard.
Your Whitebox is powering down.
In many cases, such as power or network outages, you should be able to get your Whitebox back online simply by resetting it.
To do this:
Turn off the power from the ON/OFF switch at the back of your Whitebox.
Leave your Whitebox for two minutes.
Turn it back on.
If your Whitebox is currently connected and the green light below the revolving arrows icon (on the front of the Whitebox) is flashing continuously, then this means there’s an issue with the way the Whitebox is set up.
If that’s what you can see:
Check that your network is set up in the following chain: wall connection point > modem > router > Whitebox > wired devices.
Check that the ethernet cable (supplied with your Whitebox) is plugged into the WAN port on your Whitebox and one of the LAN ports on your router.
Once you have reconnected your Whitebox correctly, you can reset your router and then your Whitebox. Your Whitebox should come back online after a short while.
For a step-by-step guide to setting up your Whitebox, see Whitebox Setup.
If you have both a modem and a router and you’re not sure which is which, take a look at both devices. The one that has only a single cable/DSL connection, a single ethernet port, or single USB port is likely your modem. The one with multiple ethernet ports is likely your router. Connect an ethernet cable from the modem to the router.
In order for the Whitebox to communicate with your network, DHCP (Dynamic Host Configuration Protocol) must be enabled on your router. Your DHCP pool must also have sufficient space for another device.
Once you have checked DHCP is enabled on your network, switch off your router and Whitebox for two minutes, then restart them.
Once restarted, wait for five minutes. If the green light below the revolving arrows icon keeps flashing, try resetting your Whitebox for a second time.
It’s possible that some of your physical cables and connectors may be faulty.
Try the following:
Connect your Whitebox ethernet cable to a different LAN port on your router.
Use a different ethernet cable to connect your Whitebox and router.
Double check if everything has been plugged in tightly.
Check if all of your wired devices (e.g. desktop computer, wireless Hi-Fi) have been plugged into your Whitebox.
If you’ve tried all of the steps on this page and your Whitebox is still not back online, then contact community@samknows.com, and include your problem as well as things you’ve already tried.
