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 (shown on your KaptivoCast's idle screen) in your web browser.
The 'DNS Check' item shows any issues detected with your network's DNS (Domain Name System) servers. Normally, your network supplies your Kaptivo product with the correct DNS servers, but some networks require manual entry of DNS servers - your IT administrator will advise if this is the case. To manually enter DNS servers for an Ethernet network, select the 'Network' tab on the left, then under 'Ethernet Settings' on the right, turn off 'DHCP Enabled'. Then, manually enter an appropriate IP address, subnet mask, default gateway, and DNS servers. This information will be provided by your IT administrator. (Manual configuration of DNS servers on Kaptivo over a Wi-Fi connection is not currently supported. KaptivoCast does not support Wi-Fi.)
Connection to Kaptivo Cloud Network
The 'Connection to Kaptivo Cloud Network' item shows if your Kaptivo product can successfully connect to our cloud-based web application (kaptivo.live). If this check fails, your network may be blocking traffic to kaptivo.live. Please ask your IT administrator to check that *.kaptivo.live is whitelisted (or not blacklisted) on your network.
The 'Gateway IP' item shows the IP address of your network gateway, if the 'Connection to Kaptivo Cloud Network' check fails. If your network is providing an incorrect gateway IP address, Kaptivo products will not be able to connect to your network. Your IT administrator will be able to advise whether the gateway IP address being provided to your Kaptivo product is correct.
The 'Gateway Connection' item shows if your Kaptivo product is able to access your gateway, if the 'Connection to Kaptivo Cloud Network' check fails. (Kaptivo will issue a PING to your gateway as part of this check.) Your IT department may find any error information displayed here useful, if your Kaptivo product is not able to access your gateway.
Still have issues?
Kaptivo Support is here to help. Please email firstname.lastname@example.org, 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.