Troubleshoot Offline gFiber Network Devices

Learn how to troubleshoot offline gFiber devices, restart routers and extenders, check light statuses, or perform a factory reset.

To bring an offline gFiber device back online, ensure all cables are securely connected, then restart the device by unplugging its power cord for 10 seconds before plugging it back in.

Check cables and power connections

Verify that the device is plugged into a working power outlet and turned on.
For wired devices, ensure the Ethernet cable is securely connected at both ends.
If any cable is loose or disconnected, plug it in correctly.
In the gFiber web portal or gFiber mobile app, go to the Network tab to verify that the device icon turns green.

Restart your device

If your wiring is secure but the device remains offline, perform a power cycle.

Unplug the power cord from the device.
Wait 10 seconds.
Plug the power cord back into the device.
Wait up to 5 minutes for the device to fully boot up.
In the gFiber web portal, check the Network tab to confirm the device icon has changed from red to green.

Verify status lights

Check the LED indicator on your device to confirm it has successfully restarted and reconnected to the network.

Device Model	Solid Online Light Indicator
gFiber Wi-Fi 7 Router	Solid green (Power and Internet)
gFiber Wi-Fi 7 Mesh Extender	Solid green
gFiber Wi-Fi 6E Router	Solid green (Power and Internet)
gFiber Wi-Fi 6E Mesh Extender	Solid green
gFiber Wi-Fi 6 Router	Solid blue (Power and Internet)
gFiber Wi-Fi 6 Mesh Extender	Solid green
gFiber Multi-Gig Router	Solid blue (Power and Internet)
Nest Wifi Pro 6E	Solid white
Google Wifi	Solid white
gFiber Network Box	Solid blue
gFiber Phone Box	Solid blue or solid green
Fiber Jack (1 light)	Solid blue
Fiber Jack (4 lights)	Solid green (Power and Optical)

Re-pair mesh extenders

Re-pairing is only required if you use mesh extenders with your router. If you do not have an extender, proceed to the next step.

If your gFiber Mesh Extender remains offline after restarting:

Unplug your mesh extender.
Place the mesh extender within 5 feet of your router and plug it into a power outlet.
On your router, press the WPS button until the light begins blinking.
Within 2 minutes, press the WPS button on your mesh extender.
Wait up to 2 minutes while the lights blink during setup. The light will turn solid green or solid white when pairing is complete.
In the gFiber app, tap the Network tab to confirm the extender status shows as online.

Troubleshoot internet access

If your device status is green and showing as online in the app, but connected equipment cannot access the internet:

Open a web browser on a connected phone or computer and attempt to navigate to a web page.
If pages fail to load, test the connection on a second device to determine if the issue is specific to one device.
On your connected device, verify that Wi-Fi is turned on or the Ethernet cable is securely attached.
Turn off Wi-Fi on your device, wait 10 seconds, and turn it back on to refresh the IP address assignment.
In the gFiber app, tap the Network tab to check for local service outages or alert notifications.
If no outages are listed, restart your gFiber router by disconnecting the power cable for 10 seconds and plugging it back in.
Wait 5 minutes for the router to boot up, then try opening a web page again to confirm connection restoration.

If only one specific website or app fails to load while others work normally, the issue is likely with that specific website's servers rather than your gFiber network.

Perform a factory reset

A factory reset returns your hardware to its original default settings. While network credentials stored in the cloud remain preserved, customized local configurations may be lost.

If the device remains offline after restarting and re-pairing:

Locate the physical Reset button on the back or bottom of your device.
Press and hold the button according to your model's instructions to initiate the reset.
Wait up to 10 minutes for the device to complete the restore process.
To reset custom network names or passwords, manage your settings using the gFiber app.

Contact gFiber support

If your device stays offline after completing all steps above, contact gFiber customer support for further assistance and diagnostic help.