Kaptivo Diagnostics provides tools for you, your network administrator, and Kaptivo Support to help resolve connectivity issues you may have with your Kaptivo or KaptivoCast devices.
To access Kaptivo Diagnostics, navigate to Kaptivo Setup, follow the instructions on-screen to connect to your Kaptivo device's configuration panel, then select 'Diagnostics' from the menu on the left.
To access KaptivoCast Diagnostics, enter the IP address of your KaptivoCast device (shown on your KaptivoCast's idle screen) in your web browser.
The 'Ethernet Found' item shows if your Kaptivo product's Ethernet module is functioning correctly. If a problem is found, please contact Kaptivo Support at firstname.lastname@example.org for further assistance. We may need to replace your Kaptivo product.
Connected to Ethernet
The 'Connected to Ethernet' item shows if your Kaptivo product is currently connected to an Ethernet network. If you have already physically connected your Kaptivo product to an Ethernet socket but this item indicates you are not connected to the network, the Ethernet socket may not be active, or may be blocking a connection from your Kaptivo product. Some corporate networks feature a 'MAC address whitelist': you will need to provide your Kaptivo product's Ethernet MAC address to your IT department to enable use on your network. Your Kaptivo product's Ethernet MAC address can be found in the 'Network' tab, under the 'Ethernet Settings' section.
The 'IP Address' item shows the IP address assigned to your Kaptivo product by your wired network. If you are having wired network issues, this information may be useful to your IT department so they can identify your Kaptivo on the network.
Still have issues?
Kaptivo Support is here to help. Please email email@example.com, and copy and paste the following lines (displayed here in red) into your email. It'll provide us with the information we need to help troubleshoot your issue.