Troubleshooting
Common problems during activation and how to fix them. If none of these help, see Support.
"Invalid activation key"
- Check for typos and stray spaces. Copy and paste the key from your activation email where possible.
- Make sure you are entering the key for the correct unit. Every unit in your email has its own key.
- Keys are case-sensitive.
"Serial number not recognised"
- Re-check the label on the base of the unit. Common mistakes are 0 vs O and 1 vs I.
- The serial number is 8 characters with no hyphens or spaces. Remove any you added.
- If the label is damaged or illegible, email [email protected] with your order reference.
The status light is red
- Power the device off, wait 10 seconds and power it back on.
- If it stays red, the device has a hardware fault. Email [email protected] and we will arrange the next steps.
The status is not changing to Active
- Allow a few minutes for the status to update.
- Refresh the page if the status does not change within 10 minutes.
- If the unit is still not Active after 24 hours, email [email protected] with your order reference and the device name.
No lights at all
- Check that the power adapter is plugged into a working outlet.
- Try a different outlet to rule out a faulty socket.
- If there is still nothing, email [email protected]. The unit may need replacing.
The device goes Active, then drops to Offline repeatedly
- Check the ethernet cable at both ends.
- Try a different port on your router.
- Make sure the device is not restricted by your router's bandwidth or connection limits.