Troubleshooting the Bobber 500

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Customer Support
  • Updated

If you are experiencing issues with your Bobber 500, do not panic. This section provides you with a better understanding of what could be occurring with your gateway and what you can do to fix it. If this issue requires you to contact customer support, this section will also provide directions on what information our support team will require to resolve your issue.

Users can verify their connection and other miner related information by accessing http://freedomfi-gateway.local/ on your local desktop (see image below)

FreedomFi_Dashboard.png

NOTE: We expect to update this portal to bobber-gateway.local by April 2022. If you are having trouble accessing the miner dashboard via desktop, please try and access the page using your mobile device.

WAN Port is Not Lit or Flashing

Possible Causes

Power is not ON

Why does this error happen?

The power connectors are bad or loose. 

What you can try

Check that the DC 12V power adapter is secure. If it is, try changing to a different AC outlet.

What to provide customer support if unable to resolve

  1. Submit a request. Choose Bobber 500 and Technical Support as Reason for Contact. Choose Type of issue accordingly.
  2. Please have your order number and shipping information ready so that support can verify your order.

Bad Ethernet Cable or Connectors.

What you can try

Reconnect the cable on both ends or replace the ethernet cable.

What to provide customer support if unable to resolve

  1. Submit a request. Choose Bobber 500 and Technical Support as Reason for Contact. Choose Type of issue accordingly.
  2. Please have your order number and shipping information ready so that support can verify your order.

Router Light is Not On

Why does this error happen?

There is a broken internet connection.

What you can try

Check that the router is working and reboot.

What to provide customer support if unable to resolve

  1. Submit a request. Choose Bobber 500 and Technical Support as Reason for Contact. Choose Type of issue accordingly. 
  2. Please provide your router’s model number and ISP
  3. Please have your order number and shipping information ready so that support can verify your order.

Dashboard not accessible when using http://freedomfi-gateway.local/

(Note: we expect this portal to be updated to bobber-gateway.local by April 2022)

Why does this happen?

Router is not connected, working, or DNS does not return IP address

What you can try

  1. Check the router is working.
  2. Find the internal IP address of the Bobber 500 and input into the browser.
  3. Customers on PC run "arp -a" find the IP address of the Bobber 500.
  4. Customers can also check their router for the Bobber 500’s IP.

What to provide customer support if unable to resolve

  1. Submit a request. Choose Bobber 500 and Technical Support as Reason for Contact. Choose Type of issue accordingly
  2. Please provide your router’s model number and ISP
  3. Have your order number and shipping information ready so that support can verify your order.

Dashboard Status is Not ‘OK’

Why does this happen?

There is no internet connection.

What you can try

  1. Try rebooting your router and checking your internet connection.
  2. If internet access is OK, try power cycle the Bobber 500

What to provide customer support if unable to resolve

  1. Submit a request. Choose Bobber 500 and Technical Support as Reason for Contact. Choose Type of issue accordingly
  2. Please provide your router’s model number and ISP
  3. Have your order number and shipping information ready so that support can verify your order.

QR Code Fails

Why does this happen?

The QR code is incorrect.

What you can try

Check if the QR code is the same as shown in the dashboard. Contact Customer Support if the QR code is different.

What to provide customer support if unable to resolve

  1. Submit a request. Choose Bobber 500 and Technical Support as Reason for Contact. Choose Type of issue accordingly
  2. Please provide your router’s model number and ISP
  3. Have your order number and shipping information ready so that support can verify your order.

Firmware Download Takes a Long Time

Why does this happen?

  1. The Internet is having connection issues or is down.
  2. The system is stuck and needs a restart.

What you can try

  1. Check the router to see that it’s working and reboot.
  2. Restart the Bobber 500

What to provide customer support if unable to resolve

  1. Submit a request. Choose Bobber 500 and Technical Support as Reason for Contact. Choose Type of issue accordingly
  2. Download the support logs from the dashboard and attach it when contacting support.
  3. Please provide your router’s model number and ISP
  4. Have your order number and shipping information ready so that support can verify your order.

Onboarding Steps 4 and 5 are Not Working

Why does this happen?

There may be a firmware issue on your Bobber 500 that needs to be updated

What you can try

Contact Bobcat support and open a ticket.

What to provide customer support if unable to resolve

  1. Submit a request. Choose Bobber 500 and  Technical Support as Reason for Contact. Choose Type of issue accordingly
  2. Download the support logs from the dashboard and attach it when contacting support.
  3. Please provide your router’s model number and ISP
  4. Have your order number and shipping information ready so that support can verify your order

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