Five checks to run before you write to us. Most problems end at one of them.
1. Power Supply Check
Make sure the power adapter is pushed all the way into the box and into a wall outlet that works. Look the cord and the adapter over for nicks or cracks. If you are using a power strip, try the wall instead.
2. Network Connection Verification
Check the Ethernet cable for damage and make sure both ends click in — one at the box, one at your router or switch. Then check that your network itself is fine by opening a web page on another device in the house.
3. Software Updates
Make sure the box is running the newest software we have sent you. Open the app on your phone or a computer, look for anything waiting to install, and follow the prompts.
4. System Logs Review
The app keeps a running record of what the box has been doing. Open it and look for anything flagged as an error or a warning. If you do write to us, copying that line into your message gets you an answer much faster.
5. Restart Your Appliance
A restart clears up more than you would expect. Unplug the box from power, wait at least ten seconds, then plug it back in and let it start up.
Last updated: August 2026.
If none of that does it, email support@digitaltwinpro.com. A one-time Expert Session ($349) is there if you would rather have a person work through it with you.
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