Set-up and support

We’ve created a series of videos to help you set up your Loxada device.

 

We also have answers to frequently asked questions about using your Loxada device and what to do if you experience a problem.
 

Note: Your Loxada device may look different to the ones in the videos but they all work in exactly the same way.

Unboxing your device
First time set-up - Ethernet
Switching on for the first time
Connecting your work devices
First time set-up - WiFi
How Loxada keeps you safe
I am connected to my work RPN but can't access my work files or resources

Check to see if your Loxada device can connect to the internet – https://check.loxada.io/

If it can’t, see our FAQ, “I am connected to my work RPN but can’t connect to the internet,” for instructions on how to fix this issue.

If you can connect to other websites but not your work files or resources or if https://check.loxada.io/ displays a message that your “RPN is not connected,” contact your company’s IT support team directly to confirm that you have the correct access permissions set up.

I am connected to my work RPN but can't connect to the internet

This is typically caused by one of two things: 1. your Loxada device is not properly connected to whatever you are using for internet access, or 2. the Loxada device is properly connected, but whatever you are using for internet access isn’t connected itself.

To confirm this, go to https://check.loxada.io/. If the webpage doesn’t load, follow the troubleshooting steps below; otherwise, follow the instructions on-screen.

If you are using a cable to connect your Loxada device, check that the cables are in the correct ports on both devices.

If you are using Wi-Fi to connect your Loxada router, check that the username and password are working correctly for the network you are connecting to.

If you are correctly connected, check to confirm that what you are connecting to has internet access – you can do this using another device that is connected to it directly.

If you still can’t connect, contact your designated IT support contact to raise a support ticket.

I can't see my RPN and there are no lights on my Loxada device

Check to see if the power lead to your Loxada device is connected correctly and that the mains plug hasn’t been accidentally switched off or been knocked loose.

If this doesn’t change anything, try plugging your Loxada device into a different electrical outlet to see if it will turn on.

If that doesn’t work, contact your company’s IT support team. They will help you with further troubleshooting and, if they too can’t solve the problem, will replace your Loxada device the next working day.

How do I set up my Loxada device for the first time?

Set-up is quick and straightforward.

Follow our collection of short set-up videos, which cover everything from unboxing your Loxada device to connecting to the internet for the first time using the access details your company sent you.

I used to connect to a work RPN but now can only see a Wi-Fi network called LoxadaSetup

Your device has been factory reset and needs to be set up again for your company RPN.

Follow the set-up instructions your company initially provided for configuring the Loxada device for your company.

If you don’t have these or have tried them and they did not work, contact your company’s IT support team to confirm if access details have been updated.

I can see my work RPN Wi-Fi network but cannot connect to it

Check that you have entered your password correctly.

If your password is not recognised, contact your company’s IT support team to confirm that you have the correct password.

I can see what looks like a work RPN Wi-Fi network but the name has changed and I cannot connect to it

Try using the password you used on your work RPN’s old name.

If your password is not recognised, contact your company’s IT support team to confirm whether the access details have been updated.

If you haven't resolved your issue, use this form to contact our support team.