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Troubleshooting: GOGET One (all generations)

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Solutions to common hardware, network, and firmware issues with GOGET One devices.

Applies to: All generations of GOGET One

This article covers:

Issue: Wi-Fi or Ethernet connection issues / no pairing code

Use these steps if the GOGET One reports a "Network is limited", cannot connect correctly using Wi-Fi or Ethernet, or does not receive a valid pairing code after pressing "Start" button on main page.

How to resolve:

First: Check the local date, time, and time zone on the GOGET One:

  1. Press the cogwheel icon in the top-right corner.
  2. Select "Date & Time".
  3. Press "Open".

Verify that the local date, time, and time zone are correct.

Important! An incorrect system clock can prevent encrypted communication between the GOGET One and GOGET Cloud services.

Second: Check the network connection.

For Wi-Fi:

  1. Verify that the GOGET One is connected to the intended Wi-Fi network.
  2. Check that the Wi-Fi network has internet access.
  3. Make sure the device has a stable Wi-Fi signal.

For Ethernet:

  1. Check that the Ethernet cable is securely connected.
  2. If possible, test with a known-working network cable and network port.
  3. Verify that the connected network provides internet access.
  4. Check your firewall configuration. The network must allow the connections listed in this article.

After correcting any network, firewall, or date and time settings, return to the GOGET application and press "Start" again. The device should connect to GOGET Cloud services and display a pairing code.

If the problem continues, click "Submit a request" in the GOGET Help Center to create a support ticket.

Issue: GOGET One does not power on

If the GOGET One does not start, first check how the device is receiving power.

How to resolve:

  1. Check that all power connections are securely connected.
  2. If the GOGET One is powered using the power adapter:
    • Reconnect the power adapter to the device and power outlet.
    • Check that the power outlet is working.
  3. If the GOGET One is powered using PoE:
    • Check that the network cable is securely connected.
    • Verify that the connected network switch or PoE injector is providing PoE power. If possible, test with a known-working network cable and PoE port.

If the device still does not power on, click "Submit a request" in the GOGET Help Center to create a support ticket.

Issue: I need to reset the GOGET One firmware

If you need to perform a factory or firmware reset on a GOGET One, contact GOGET Support for instructions.

How to resolve:

  1. Click "Submit a request" in the GOGET Help Center.
  2. Create a support ticket describing that you need to reset the firmware on your GOGET One.
  3. Follow the instructions provided by GOGET Support.

Issue: I want to update the GOGET One firmware

If you need to update a GOGET One to the latest available firmware, contact GOGET Support for instructions.

How to resolve:

  1. Click "Submit a request" in the GOGET Help Center.
  2. Create a support ticket requesting a firmware update for your GOGET One.
  3. Follow the instructions provided by GOGET Support.

Issue: I need a replacement wall mount or adhesive pad

If you need a replacement wall mount or adhesive pad for a GOGET One, GOGET Support can assist.

How to resolve:

  1. Click "Submit a request" in the GOGET Help Center.
  2. Create a support ticket and specify whether you need a replacement wall mount or adhesive pad.
  3. GOGET Support will assist with the replacement.
 


 

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