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TetherBox Went Offline
Follow these steps to bring your TetherBoxes back online or gather the information we need to help you.
Quick Links:
Tip: Check Status First - View your TetherBoxes status page (Admin → TetherBoxes → click your unit) to see any issues detected before it went offline. See Connection Requirements for network details.
Warning: Common Causes - Power (unplugged, power supply failure, lightning damage), Internet (bad cable, no connection, blocked port 443, HomePlugs/WiFi bridges), or Hardware (drive failure, motherboard).
Step 1 of 3: Check the Internet
Test the connection: Use the same Internet connection as your TetherBoxes to verify it works. This must be done on-site.
Connect directly to router: Bypass any switches, HomePlugs, or WiFi bridges by connecting the TetherBoxes directly to your router.
Test the cable: Unplug the network cable from the TetherBoxes, connect it to a laptop, disable WiFi, and verify you can access https://app.timeline.is.
Tip: Bad cables often fail when wiggled or when ports heat up. Try replacing the cable.
Step 2 of 3: Check the Power
Check LEDs: The power LED (top/front) should be steady on. Network LEDs (back) should show steady orange and blinking green.
Warning: The green network LED stays on even when the unit is off. Always check the power LED. If the unit won't stay on, you likely need a new power supply.
Reboot the unit:
- Press the power button briefly (do not hold)
- Wait up to 1 minute for it to power off
- Press briefly again to power back on
Tip: If it doesn't power off after 1 minute, hold the button for 5 seconds to force off.
Step 3 of 3: Submit a Report
If the steps above didn't help, we need more information to diagnose the issue.
Connect a monitor: Plug a TV or monitor into the TetherBoxes's HDMI port.
Warning: Required - Record a 2-minute video of the complete boot process from power-on. We cannot diagnose the issue without this video.
Submit your offline report through the TetherX Platform support system with the video attached.
Tip: Enterprise Networks - Also include network topology, switch details, VLANs/firewalls, and recent network changes.
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