Your TetherBox is Offline

Follow these steps to bring your TetherBox back online or gather the information we need to help you.

Check Status First: View your TetherBox status page (Admin → TetherBoxes → click your unit) to see any issues detected before it went offline. See Connection Requirements for network details.

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 TetherBox to verify it works. This must be done on-site.

Connect directly to router: Bypass any switches, HomePlugs, or WiFi bridges by connecting the TetherBox directly to your router.

Test the cable: Unplug the network cable from the TetherBox, connect it to a laptop, disable WiFi, and verify you can access https://app.timeline.is.

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.

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:

1. Press the power button briefly (do not hold)
2. Wait up to 1 minute for it to power off
3. Press briefly again to power back on

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 TetherBox's HDMI port.

Required: Record a 2-minute video of the complete boot process from power-on. We cannot diagnose the issue without this video.

Submit Offline Report

Enterprise Networks: Also include network topology, switch details, VLANs/firewalls, and recent network changes.