FingBox wont connect, light always white

Mike001

Hi
I got a fingBox with the original kickstarter. It has been working great for a long time. 
A few days ago however the fingBox went offline. When I checked the light is solid white.

I have gone through the troubleshooting tips and so far nothing has solved the problem:
- Different power supply.
- Different switch port and switch.
- Different ethernet cable.
- Reset of the fingbox.

I have tried the reset of the fingbox multiple times with different cable and power supply configurations.
When I power up the finbox while holding down the reset button, the light goes white and stays that way, it never flashes or changes in any way. No matter how long I hold down the reset button. Same on button release.

Further I can see in my network logs that during these trials the fingbox never signed into the LAN. So the fingbox never got an IP address assigned from the DHCP server.

Any help would be very appreciated. 

Regards
m

VioletChepil

Hi @Mike001
It seems the reset process might not be fully complete.
Could you follow these steps in full and let me know if that solves things for you at all?
Here are the full steps to go through! It's important to complete them all. 
Reset Fingbox

1. Unplug the Fingbox power adaptor from the wall outlet
2. Find the RESET hole beside the Fingbox power port
3. Gently insert a paperclip in the RESET hole (very gently)
4. While keeping the RESET button gently pressed, plug the power adaptor back in
5. Keep the RESET button pressed for 30 seconds and release (or until a single white light flashes on the device)
6. You should now see a single white light on
7. After a few seconds, the top circle will start flashing, while the original factory software is loaded
8. This process lasts for a few minutes (~3 min)
9. A single white light will mark the end of the process
10. Power off the Fingbox
11. Wait 5 seconds
12. Power it back on

Please let me know if anything changes.

Mike001

Hi
Thanks a lot for your reply.
The reset I mention in my text is the one you describe.
So I have tested that reset multiple times with different power supplies, ethernet cables and different port and switches. 

When I power up the fingbox while holding down the reset button, the light goes white and stays that way, it never flashes or changes in any way. No matter how long I hold down the reset button. Same on button release.

Further I can see in my network logs that during these trials the fingbox never signed into the LAN. So the fingbox never got an IP address assigned from the DHCP server.

Any further help would be very much appreciated.

Cheers

VioletChepil

Thanks @Mike001 for reporting back. Sometimes when resetting the full steps aren't completed and it gets sort of stuck and I just wanted to validate this. I'm checking more for you and will revert shortly. 

VioletChepil

Ok @Mike001 - you mentioned switch port/switch. Can I confirm that Fingbox is plugged directly into the main router or access point?

Here is our final troubleshooting checklist to confirm before creating a support ticket. 

1. Try a an alternative ethernet cable (CAT 6) - to identify if the issue may be with the ethernet cable (to note: if you have a CAT 7 this should also work, however, CAT 7 cables can be expensive so please do not purchase one solely for this purpose)

2. Try an alternative 5V power core cable - to identify if the issue may be with the power cable

3. Power source: Is the Fingbox plugged into a power strip/extender or directly in the wall? Some users have reported issues whereby the power extenders was causing issues supplying enough power for the Fingbox (perhaps an issue with the power extender). Please plug the power cable directly into the wall to test.

4. Is the Fingbox connected directly to the router? If it is not connected to the router where is it connected?

5. Ports: Are all ports required for Fingbox to work open or if UPNP is enabled?
Ports required:80 (Internet Speed Test)
443 (Fing Service and Software Updates)
3001, 3002, 3003 (Internet Speed Test)
4443 (Fing Service)
5671 (Fing Diagnostics)

If you could confirm Fingbox is plugged directly into the main router or access point and then the above, I will take it from there with next steps. 

Mike001

Hi @VioletChepil
Thanks for your reply. I will take my fingBox to work and try it out there directly connected to a router (since I can't do that at home).
I have also got a cat6 cable ready for testing.
I will report back as soon as I get those tests done.
Thanks a lot.
M

VioletChepil

Thanks a lot @Mike001
Just report back when you can and we can move on to next steps if need be!

Mike001

Hi @VioletChepil
I have tried the FingBox at work directly connected to the router and with a cat6 cable. I also tried two different power supplies.
I hold the reset, plug the power in, white led comes on, next to the ethernet socket the green led flashes a couple of times initially and the orange keeps flashing the whole time. The while led stays on the whole time 30sec and more and also when I release the reset.
- All the ports are open.
- Power supplies were plugged into wall socket.
- FingBox was plugged directly into router.

So no progress on my side.
What should be my next steps?
Regards
M

VioletChepil

@Mike001 - now I will create a support ticket and they will look into those next steps as we've tried everything possible to resolve here.
You will get email updates about your ticket!
Cheers

Mike001

@VioletChepil
Thanks a lot for your help.

Cheers
M

VioletChepil

no problem @Mike001
Thanks for participating in the troubleshooting steps! and I hope this gets resolved for you ASAP. 

robsonEXD

Hi!
 The reason I've deactivated and make factory reset was that my device become unresponsible after some days, and after reset worked again and wasn't worked after some days.

I've made the recommended reset process for my FingBox, and it isn't working.

1. Unplug the Fingbox power adaptor from the wall outlet
2. Find the RESET hole beside the Fingbox power port
3. Gently insert a paperclip in the RESET hole (very gently)
4. While keeping the RESET button gently pressed, plug the power adaptor back in
5. Keep the RESET button pressed for 30 seconds and release (or until a single white light flashes on the device)
6. You should now see a single white light on
7. After a few seconds, the top circle will start flashing, while the original factory software is loaded
8. This process lasts for a few minutes (~3 min)
9. A single white light will mark the end of the process
10. Power off the Fingbox
11. Wait 5 seconds
12. Power it back on

The problem, the BLINKING GREEN ciricle in the center OKAY, but I haven't found the FingBox device, and after a period the FingBox color became constant WHITE, after a period blinking GREEN again. My phone in 5Ghz WIFI which is in same network as Ethernet, but I have 4 AP, because large area is have to cover. (MikroTik devices). My 2.4Gh AP have different wifi name as 5Ghz, because some device does not handle the handover between 2.4Ghz and 5Ghz.
I have Premium account and in my desktop account the device is recognized as Fingbox v2 device with Inactive status.
The device can be accessed from my phone at the port 80 when its BLINKING GREEN, and the page says:

Your device is being recognized, thank you!

Check your device in Fing in a couple minutes,

the improved recognition can take some time.

So it seems my device working, but I cannot add back to my network. In my network the Wifi and Ethernet ports are bridged as same network. My bridge is RTSP, multicast is working between 2.4Gh, 5Ghz and Ethernet.

robsonEXD

Hi!
I have some stability issues with my FingBox v2. Some days the device become unresponsible, after reset worked some hour to some days and became unresponsible again. Sometimes shows RED color. So I think maybe some factoryt reset can helkp, so I deactivated device and make hard reset as steps recommended by support:

1. Unplug the Fingbox power adaptor from the wall outlet
2. Find the RESET hole beside the Fingbox power port
3. Gently insert a paperclip in the RESET hole (very gently)
4. While keeping the RESET button gently pressed, plug the power adaptor back in
5. Keep the RESET button pressed for 30 seconds and release (or until a single white light flashes on the device)
6. You should now see a single white light on
7. After a few seconds, the top circle will start flashing, while the original factory software is loaded
8. This process lasts for a few minutes (~3 min)
9. A single white light will mark the end of the process
10. Power off the Fingbox
11. Wait 5 seconds
12. Power it back on

The problem is, the BLINKING GREEN ciricle in the center OKAY, but I haven't found the FingBox device with my Mobile APP, and after a period the FingBox color became constant WHITE, after a period blinking GREEN again. My phone in 5Ghz WIFI which is in same network as Ethernet, but I have 4 AP, because large area is have to cover. (MikroTik devices)

I have Premioum account so I installed Fing to my Desktop computer too, It recognized my FingBox device as Inactive, shows open HTTP port 80 - which is accessible via my same Android phone (Google Pixel 4a) which is used to manage Fingbox. When open the FingBox via browser it reports: 

Your device is being recognized, thank you!

Check your device in Fing in a couple minutes,

the improved recognition can take some time.

My network have around 70 devices. There is a main router which have an RTSP bridge which connects Ethernet ports and 5Ghz WIFI and the 2.4Ghz WIFI. The 5Ghz and 2.4Ghz wifi SID are different, because some devices does not handle the handover there. The multicast between Wifi and Ethernet is working.

Robin_Ex_Fing

Hi @robsonEXD
I have sent you a private message to address your query. Please reply to my message directly. Thanks

vikinge

Was there a resolution. I have same scenario. Old fing box reset button not hole. Reset following steps. Goes to solid white. Unplug 5 sec reconnect still solid white. Cannot find fing box scanning. Either reset process is different for these older devices or something is wrong with the device. Never get green light in top.