If you’re having trouble with your Whitebox, read on for solutions to get it back online and testing again.
- Signs that your Whitebox is not working
- Reset your Whitebox
- Make sure your Whitebox is set up correctly
- Check DHCP is enabled on your network
- Try replacing your cables
- Still not working?
Signs that your Whitebox is not working
Here are some signs that your Whitebox is not working properly:
- The green light below the icon is flashing continuously.
- No new metrics or reports are appearing on your Meqyas dashboard.
- Your Whitebox is powering down.
Reset your Whitebox
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, then turn it back on.
Make sure your Whitebox is set up correctly
If your Whitebox is currently connected and the green light below the 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, please do the following:
- Check your network is set up like this: 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 either ‘LAN 1’ or 'LAN 2’ 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, see How do I install my Whitebox?.
How to tell the difference between your router and your modem
Take a look at one of the devices. If it has only a single cable/DSL connection, a single ethernet port or USB port, this is likely your modem. Trace the ethernet cable from this device to the next one in the chain. It should be connected to a device with multiple ethernet ports, which should be your router.
Check DHCP is enabled on your network
In order for the Whitebox to communicate with your network, DHCP must be enabled on your router. Your DHCP pool must also have sufficient space for another device.
This network setting is typically enabled by default and most networks will have space for another device.
If this setting is not enabled, follow the steps to enable it on your network.
PC (Windows 10)
- From your desktop, open Settings
- In the Search box, enter Network status and click the first entry that appears
- On the Network status page, click View your network properties. Beside the DHCP enabled field, it should read Yes.
- From your desktop, go to System Preferences > Network
- On the Wi-Fi connection page, select Advanced
- Select the TCP/IP tab, then check the ‘Configure IPv4’ field is set to Using DHCP.
Once you have checked DHCP is enabled on your network, please switch off your router and Whitebox for two minutes, then restart them.
Wait for five minutes. If the green light below the icon keeps flashing, try resetting your Whitebox for a second time.
Try replacing your cables
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 (only LAN 1 or LAN 2 ports work in the Kingdom).
- 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.
Still not working?
If you’ve tried all of the steps on this page and your Whitebox is still not back online, then our customer support team are happy to help.
Drop us an email, and include your problem as well as things you’ve already tried, to firstname.lastname@example.org.