Whitebox App troubleshooting
The Whitebox App allows all Whitebox users to view scheduled test results and update their personal details from their smartphone (currently Android-only). The Instant Test is only available to Whitebox 8.0 users and dependent on location.
We’ve put together a short troubleshooting guide addressing common issues you may come across whilst using the app.
Instant Test error messages
- Can’t reach your Whitebox and My Whitebox is offline. These appear when our technology cannot reach your Whitebox, it could be due to your connection. Please make sure it’s turned on and connected to the internet.
Another test is running. This could be due to several reasons.
A scheduled test is running.
An Instant Test has been triggered by another device on another device.
In both cases, you’ll need to wait a couple of minutes before trying again. You can only run one test at a time.
- Something went wrong, please try again later. In that case, try again later. If the problem persists, contact a member of the support team for assistance.
Have an issue logging in? Please click here.
- Your Whitebox is not reporting? Make sure your Whitebox is properly connected.
This could also be due to cross-traffic. The Whitebox runs scheduled tests only if your line is idle. That way we don’t interfere with your internet activities and the results you are getting are the most accurate possible.
Important - Cross-traffic and Instant Test.
When you perform Instant Tests, you may notice discrepancies with scheduled test results.
This could be due to cross-traffic. For more information regarding Cross-traffic and Instant Test please click here.
Your issue isn’t listed here, have a look at our other Help Centre articles.