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.
Route to Kaptivo Cloud
The 'Route to Kaptivo Cloud' item is only shown if the 'Kaptivo Cloud Connection' check fails. It shows the route taken by data packets from your Kaptivo to the kaptivo.live web application. This information may be useful to your IT administrator to identify where, between your Kaptivo and the kaptivo.live web application, traffic is being blocked.
Connection to Kaptivo OTA Server
The 'Connection to Kaptivo OTA Server' item shows if your Kaptivo product can successfully connect to our OTA (over-the-air) firmware upgrade service. Kaptivo regularly provides OTA updates to our products to improve the functionality and security of your devices, and a failure to connect to our Upgrade Server will prevent your Kaptivo products from receiving updates. Please ask your IT administrator to check that *.kaptivo.live is whitelisted (or not blacklisted) on your network.
Connection with Kaptivo Tunnel (Kaptivo only)
The 'Connection with Kaptivo Tunnel' item shows if Kaptivo can successfully connect to our tunnel service, which is used to route whiteboard content securely between Kaptivo and connected devices over the cloud. If you wish to share Kaptivo content over the cloud and this check fails, please ask your IT administrator to check that *.ngrok.com is whitelisted (or not blacklisted) on your network. If cloud access is prohibited by your IT policy, you can still use Kaptivo in self-hosted (local) mode on your internal network. Learn more about self-hosted mode here.
Kaptivo System Time
The 'Kaptivo System Time' item shows if your Kaptivo product can successfully connect to an NTP (Network Time Protocol) server, or to Kaptivo's own time server, to obtain the current time. Kaptivo products need to know the current time for SSL and other cloud-based security-related functions to work, and will not operate if they cannot retrieve the time. Because Kaptivo products do not have a real-time clock, a connection is made to the NTP service provided to Kaptivo by your network to obtain the time. If your network does not provide NTP servers, or your Kaptivo product cannot connect to them, your Kaptivo product will connect to our own time server (kaptivo.live) to retrieve the time. Check with your IT administrator that your network provides the correct NTP servers, and/or that *.kaptivo.live is whitelisted (or not blacklisted) by your network.
Note that connection to a time server is not required if Kaptivo is operated in self-hosted (local) mode. Learn more about self-hosted mode here.
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.