FingBox wont connect, light always white

Mike001Mike001 Member Posts: 5
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



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Answers

  • VioletChepilVioletChepil London, UKMember Posts: 2,474 admin
    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.

    Community Manager at Fing

  • Mike001Mike001 Member Posts: 5
    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
  • VioletChepilVioletChepil London, UKMember Posts: 2,474 admin
    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. 

    Community Manager at Fing

  • VioletChepilVioletChepil London, UKMember Posts: 2,474 admin
    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. 

    Community Manager at Fing

  • Mike001Mike001 Member Posts: 5
    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
  • VioletChepilVioletChepil London, UKMember Posts: 2,474 admin
    Thanks a lot @Mike001
    Just report back when you can and we can move on to next steps if need be!

    Community Manager at Fing

  • Mike001Mike001 Member Posts: 5
    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


  • VioletChepilVioletChepil London, UKMember Posts: 2,474 admin
    @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

    Community Manager at Fing

  • Mike001Mike001 Member Posts: 5
    @VioletChepil
    Thanks a lot for your help.

    Cheers
    M
    VioletChepil
  • VioletChepilVioletChepil London, UKMember Posts: 2,474 admin
    no problem @Mike001
    Thanks for participating in the troubleshooting steps! and I hope this gets resolved for you ASAP. 

    Community Manager at Fing

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