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General Troubleshooting

Check Your Firmware

As a quick and easy troubleshooting measure, and general best practice, periodically check that you have the latest firmware. Version numbers are at the bottom of all pages within the UI. Note that early versions did not list the firmware version number as pictured below. If this information is missing, your firmware is not current.

If you don’t have UI access, please check firmware once you’ve established access.

Latest full release will be posted HERE, as are updating instructions.

Locate your model and compare the version number available with that from your UI. Versions are released sequentially, so if a larger number is available online, we recommend upgrading. If you have a version number that is higher than what is posted on the website, congrats, you have a soft-launch version of our newest firmware. You shouldn’t need to update.

If you are experiencing issues that you suspect are a result of the firmware, or have additional questions, please contact us at info@anonabox.com.

How To Reset

If all else fails, a reset may be just the thing. Please note, that a reset will require you to reconfigure the Anonabox.

Locate the pinhole reset button next to the LAN port on the Anonabox.

Use an unfolded paper clip or other thin object to continually press the reset button for 12-15 seconds

Allow a few minutes for the Anonabox to reboot.

The LED light isn’t always your best indication, so to check whether your Anonabox has rebooted properly, check for the availability of the Anonabox’s WiFi signal.

If the Anonabox does not seem to have rebooted properly, try removing the power supply and reconnecting.

Allow a few minutes for the reboot and check again whether it was successful.

After re-establishing your LAN connection, you should be able to reconnect and access the UI.

Can’t Access the UI:

Basics

Double check your network flow!

ISPmodem/router(WAN)Anonabox(LAN)internet devices/computer

Power the Anonabox using ONLY the included power cable. We recommend an external source other than the computer or laptop, like a cell phone charger, though an open USB port on a computer should suffice. If using a computer USB port, try different ports as an additional troubleshooting step if issues persist. As a quick check as to whether the Anonabox itself has powered up properly, check available wireless networks through your computer/internet device and check for the availability of an Anonabox named network. If one is present, this is a good.

Returning Users: If you were able to access the UI previously, but now cannot, easiest solution is to reset the device. If you are using the Anonabox in different locations/traveling/or accessing a new Internet network and have this problem, please READ THIS BLOG.

First Time Users: If you are a first time user and cannot access the UI, please double-check a few things:

Be sure you are powering the Anonabox with the supplied power cable. Other cables may not provide the correct electrical specifications and the Anonabox may not power up properly.

It is important to understand the general networking flow. If you have wired any connections, double check that your networking follows this general configuration: ISP  modem/router  (WAN)Anonabox(LAN) –> computer/internet device

Troubleshooting UI Access (LAN)

We recommend starting by removing any wired connection to the Anonabox WAN port for troubleshooting UI Access (LAN). You would re-establish this connection after ensuring UI access.

WIRED Connections (LAN)

NOTE: Wired connections are recommended as they avoid many of the variables that can interfere with initial connectivity. If wired connections are not possible, please skip to the WIRELESS section.

Use an Ethernet cable to connect your computer to the Anonabox. Be sure to use the LAN port on the Anonabox. If Your computer has multiple Ethernet ports, we advise removing any additional wired connection while setting up the Anonabox.

Turn off your computer's wifi. This is more important than you may think. If you're reading our troubleshooting text, this is something of potential high importance. DONT SKIP THIS. Google Search if you don't know how to do this.

You should now have a direct, unencumbered pathway to the Anonabox. Try accessing the UI by typing in the address associated with your Anonabox model's UI. This can be found at the beginning of Step 2 in your USER MANUAL

If you WERE successful, continue to follow the manual to complete set-up. Once fully configured, you can return to establish a wireless connection if desired. If you return to having connectivity issues after switching from a wired to wireless LAN connection, check you computer's wireless/network settings and remove any preferences for the local/known networks. These settings may be reverting you away from the Anonabox network unknowingly.

IF you were NOT successful, locate and open your network connections. Again, Google this if you're unsure where this is. Once you've opened the network connection panel, locate the Ethernet connection you've made with the Anonabox and observe The IP Address associated with this connection. Relay the IP address to technical support by emailing info@anonabox.com.

WIRELESS Connections (LAN)

Begin by making sure that your computer’s wireless capability is turned on.

Locate and select the Anonabox wireless network in your wireless network settings.

If the Anonabox wireless network is not discover-able: If you have been able to access the UI previously, try resetting the device. Be sure to use ONLY the included power supply.Try a different USB port and/or power source (cell phone charger, battery pack, computer, etc.)

If the Anonabox network is discoverable and you’ve selected it: Try and access the UI by using the address associated with your Anonabox model. This address can be found on page 9 of the USER MANUAL

Ok, this is a troubleshooting doc., the IP address didn’t work right? Here comes the fun part.

Open your network preferences/settings. Google this and be sure to include your operating system if you don’t know how to access it.

Remove any preferences for local/known networks. Again, Google this if you’re unsure

We also recommend removing any default that aims to maintain internet connectivity as some configuration changes on the Anonabox may result in occasional lapses and with such network settings your computer my default away from the Anonabox.

It’s also wise to remove any other wired network connections from your computer to the existing modem/router or other internet access point.

Still having issues accessing the UI? Try the basics: Clear browser cache, use a private/incognito window, use a different browser, even try a different device.

We strongly encourage wired LAN connections, and will suggest this prior to assuming any possible defect with the device and/or authorizing a replacement. So please review the wired section before emailing us. Done that? Email us at info@anonabox.com and let us know.

VPN

IP Doesn't Reflect my Configured VPN

NOTE: If you have configured the Anonabox to run a VPN, but you are able to access the Internet but your IP still shows your local IP address, you're in the right place. If however, you lose internet access and/or receive a fail error, go to the next section.

Let's address some of the easier things first:

  • Make sure that your account is active and double check your username and password - if you need a new trial code for a VPN provider, please let us know.
  • Make sure that you have clicked the 'Enable' button within the VPN interface.
  • Use an incognito/private window for setting up the Anonabox, particularly for entering username and password. Occasionally we've seen errors occur with auto-fill within an browser.
  • If you have a wired connection to the Anonabox, double check that it is using the correct port. Flow will look like this: ISP –> Modem/router –> (Wan)Anonabox(LAN) –> Internet devices
  • Anonabox requires Internet access, so double check that you have made a positive connection with an existing network. Easiest way would be wiring the Anonabox from its WAN port to an open port on an existing modem/router. If connecting wirelessly, you can check status under the Systems tab and selecting wireless.
  • It's also important to make sure that you are using the latest firmware. See the Firmware section in this guide for more information.

Simple things aside, there are a few things we can offer to try.

Easiest troubleshooting technique will be to make a wired connection from a computer to the Anonabox LAN. Not all computers have this ability anymore, so if this isn't possible, move on. Otherwise, make the wired connection then turn off your computer's wifi. This eliminates some of the variables associated with wireless (described later). Now finish configuring the Anonabox and test the VPN.

If you can't make a wired connection to the Anonabox LAN, (or let's face it, it's the age of wireless, you want to utilize a wireless connection) you'll want to first review your computer's network settings/preferences. If you're unsure how to do so, Google it, and be sure to include your operating system. Remove any preferences for local/known networks. Again, Google this if you’re unsure. We also recommend removing any default that aims to maintain internet connectivity as some configuration changes on the Anonabox may result in occasional lapses and with such network settings your computer my default away from the Anonabox. It’s also wise to remove any other wired network connections from your computer to the existing modem/router or other internet access point.

This will likely get you up and running. Most common issue is that the computer overrides your selection of the Anonabox, so removing these settings and/or isolating the Anonabox should be sufficient to get you up and running.

Fail Error and/or No Internet With VPN

If you have enabled the VPN and the result is either a loss in internet ability or you receive a fail error, you have an authentication error with the VPN service.

  • Double check with the VPN provider that your account is active.
  • Use an incognito/private browser window to in put your credentials.
  • Make sure you have the latest firmware. See the Firmware section in this guide.
  • Click 'update config files' if applicable within the VPN UI page
  • Try different servers - sometimes certain servers may be down