What information do I need to provide to the support team?
To speed up the processing of your question, we recommend following the steps listed below.
Before contacting support:
Search for relevant information on our Keenetic support site.
This site already contains answers to the most common questions. You will most likely find the answer to your question here, and you won't need to ask a specialist. We update the information daily, collecting answers to common user questions and adding to our Knowledge Base.
Check if the KeeneticOS version installed in your device is up to date. If an update is available (i.e. a newer version), we recommend updating it.
You will find more information in the articles 'Updating KeeneticOS online' and 'Updating KeeneticOS via the mobile application'.
If the Internet is not working on the router (e.g. the indicator
on the front panel of the router case is not lit), contact your ISP support first. Make sure that the service is provided to you and you are using the correct connection parameters (maybe the router does not receive an IP address from the ISP or cannot be authorised in its network). Make sure that your connection is not blocked by your ISP for financial or administrative reasons. Ask your ISP's support team to check the technical status of your connection to make sure there are no faults.3.1. Try rebooting the devices:
switch off the power to the router and other devices on your home network;
make sure that the network cables is securely connected to the network ports;
switch the router on, wait for it to boot up, then connect the other devices on your home network.
3.2. To test a wired IPoE connection, disconnect the leased line Internet cable from network port
0on the router and connect it directly to your computer's network adapter. If the Internet does not work, contact your ISP support to find out why. IPoE is the most popular and easiest way to connect to the network. This method does not require a login/password to access the Internet, and usually uses automatic acquisition of IP parameters from the ISP.3.3. If you use a 3G/4G modem to connect to the Internet, connect it directly to the computer's USB port to check. If there is no Internet connection, contact your service provider's support.
Nota
Only use the power adapter supplied with the Keenetic device. Never use any other adapter!
Please provide the following information when contacting the support team:
Be sure to state the exact name of your device and the service code (consisting of
15 digits); the model name and service code can be found on the label at the bottom of the case. Alternatively, take a photo of the sticker and send it to us.Save the
self-test.txtfile from the router and send it to support team. Do not reboot the router before saving this file. For information on how to save the file from the router, see 'Saving the self-test file' and 'Saving the self-test file with mobile app'.Importante
The self-test.txt file contains error information and user settings. The contents of the file allow you to evaluate the operation of the firmware and hardware of the router. The self-test.txt file does not contain any user passwords.
Please describe the problem in detail:
Did the problem occur from the beginning of use, or did it happen after some time of successful operation?
How often does the problem occur, and under what conditions? When sending the self-test.txt file, be sure to include the date and approximate time the problem occurred.
If the problem occurs with one device in your home network and all the others are working correctly, please tell us the MAC and/or IP address of this network device.
Does a factory reset and reconfiguration of the Keenetic device help?
If you have more than one Keenetic device on your network, please describe the connection scheme or provide a description of your network with IP addresses.
Importante
The more detailed the question, the more accurately we can answer it!