What to do if your Whitebox isn’t collecting data (Cross-traffic)
If your Whitebox has stopped reporting data there’s a chance it’s because of constant activity on your network. We call this “cross-traffic”. By detecting cross-traffic, we ensure that we don’t disrupt your internet experience and gather the most accurate results possible.
Read on for more information about how cross-traffic affects your Whitebox and the simple steps you can take to get it working again.
- Signs that your Whitebox is not reporting due to cross-traffic
- What is cross-traffic?
- How to get your Whitebox reporting again
Signs that your Whitebox is not reporting due to cross-traffic
Here are some signs that your Whitebox is not reporting due to cross-traffic:
- No new metrics or reports are appearing on your SamKnows One dashboard
- Large gaps of several hours/days are appearing in your Download Speed chart (viewed as a Scatter plot for closer detail), despite not experiencing network outages
- On your SamKnows One dashboard, all, or many, of your metrics appear as a flat line (viewed as Line charts)
- Your monthly Report Card shows results that are significantly lower than usual or no results for a period of the month (see example)
These issues also apply to the SamKnows Router SDK.
If your Whitebox has been disconnected due to changes to your network configuration, a power outage or any other reason, please see our troubleshooting advice for your specific Whitebox model.
What is cross-traffic?
“Cross-traffic” is the term we give to any network activity that goes to and from the internet, via the router, that’s not generated by SamKnows. A good way of thinking about it is to imagine there’s more than one source of network traffic crossing paths inside your router.
How cross-traffic impacts your Whitebox and its tests
The Whitebox and Router SDK run tests according to a test schedule: some tests are hourly, some are daily, and others run between a set period of a few minutes. You can read more about test scheduling on samknows.com.
Before running a performance test, the test agents run a cross-traffic detection test to see how much of your bandwidth is available. When the level of cross-traffic exceeds the cross-traffic threshold, whether before or during a performance test, then the test stops. The test agents will then wait for a minute before trying again. However, if the internet is being used throughout, the “pause and retry” process will occur another five times before the entire test cycle is abandoned until the next scheduled test.
By detecting cross-traffic and stopping scheduled tests, we ensure that we don’t disrupt your internet experience and gather the most accurate and comparable dataset possible.
For more about SamKnows cross-traffic detection technology and why it’s important, see Why is it so important to eliminate cross traffic?
How to get your Whitebox reporting again
If your Whitebox appears to be experiencing cross-traffic there’s nothing to worry about.
The Whitebox has been designed to cope with a broad range of lifestyles and uses.
However, prolonged usage of operations that demand significant bandwidth can mean your Whitebox is unable to run its scheduled tests.
Some of these operations and systems include, but are not limited to:
- Network-connected security cameras
- NAS drives
- Wireless Hi-Fis
- Online gaming (Playing network-intensive games on the highest settings for long hours)
- 4K streaming
- Connecting two or more routers to a single Whitebox
The easiest way to check whether cross traffic is consistently interrupting your performance tests is to generate a Download Speed scatter plot.
If test results are minimal than we recommend turning off another system that constantly uses the internet for a few hours a day.
If your Whitebox is operating correctly again, you should be able to see test results populate on your dashboard after 48 hours.
If you are still unsure or would like us to investigate, contact us by emailing email@example.com.