Step 3: Troubleshoot your Fiber Jack

Before trying the steps below, first check for a service outage and verify your account is in good standing.

The Fiber Jack is the spot where GFiber internet enters your home. For most customers, it’s a small white box attached to the wall (you'll also have a separate wireless router that plugs into the Fiber Jack via an Ethernet cable). You can check out the following videos for more detailed instructions on how to find and reset your Fiber Jack.

If you have a Google Fiber Multi-Gig Router (model number GFRG300), you will not have a separate Fiber Jack — the internet LED light on the router will turn solid blue when you’re connected to the network and online. You can skip the instructions below and jump ahead to learn how to troubleshoot your router.

Please note that if your Fiber Jack is offline or disconnected from your router, you’ll get a notification in the Google Fiber app and in your GFiber account (see below for a screenshot). You can fix it in your account or by following the steps below.

If your Fiber Jack has one light on the front

If your Fiber Jack looks like one of the models pictured above, the LED light should be solid blue (indicating that it’s connected to the network and online). You can refer to the following chart for more information about what the LED lights mean:

Light Status	Cause	Action
Solid red	Fiber Jack is powering up or trying to connect to the network.	Wait for the process to complete. If the LED light doesn't change to solid blue within two minutes, restart the device.
Pulsing red	Fiber Jack is connecting to the network.	Wait for the process to complete. If the LED light doesn't advance to solid blue within two minutes, restart the device.
Pulsing blue	Fiber Jack is upgrading its firmware.	Wait for the process to complete. Your service will continue to work during this time, but there may be a brief outage when the device restarts to complete the upgrade. (Firmware updates usually take place in the middle of the night).
Solid blue	Fiber Jack is connected to the network and online.	No action required.
No light	There's no power.	If the device is fitted with a power cable, check the cable and the outlet to make sure it has power. If the device has no power cable, check the Ethernet cable connections and whether the router has power.

If your Fiber Jack has four lights on the front

If your Fiber Jack looks like one of the models pictured above, the Power and Optical LED lights should be solid green (indicating that it’s connected to the network and online). You can refer to the following chart for more information about what the LED lights mean:

Power LED:

Light Status	Cause	Action
Solid green	Fiber Jack is powered on.	No action required.
No light	The power is off.	Remove the bottom cover and make sure that the power button is depressed. Unplug your Fiber Jack from its power source. Then, unplug your Fiber Jack's Ethernet cable from the device it's connected to. Wait 30 seconds, and plug the Ethernet cable back in. Reconnect your Fiber Jack to the power source. Wait for up to three minutes.

Alarm LED:

Light Status	Cause	Action
No light	No issues detected.	No action required.
Red light	Loss of signal.	Unplug your Fiber Jack from its power source (which could be a power outlet, an Ethernet cord plugged into a router, or an Ethernet cord plugged into a port in a wall plate). Then, unplug your Fiber Jack's Ethernet cable from the device it's connected to. Wait 30 seconds, and plug the Ethernet cord back in. Reconnect your Fiber Jack to the power source. Wait for up to three minutes.

Optical LED:

Light Status	Cause	Action
Pulsing green	Fiber Jack is starting up.	No action required.
Solid green	Fiber Jack has successfully connected and authenticated.	No action required.
No light or will not stop pulsing green	There’s no optical connection or Fiber Jack is ranged but not authenticated.	Unplug your Fiber Jack from its power source (which could be a power outlet, an Ethernet cord plugged into a router, or an Ethernet cord plugged into a port in a wall plate). Then, unplug your Fiber Jack's Ethernet cable from the device it's connected to. Wait 30 seconds, and plug the Ethernet cord back in. Then reconnect your Fiber Jack to the power source. Wait for up to three minutes.

Network LED:

Light Status	Cause	Action
Pulsing green	Traffic is passing successfully.	No action required.
Solid green	A device is connected but not passing traffic.	No action required.
No light	LAN Port is not connected to a device.	Make sure that the Ethernet cable is securely connected.

 

If your Fiber Jack’s LED light is solid blue, or if the Power and Optical lights are solid green, it’s online. If you’re still having issues, you can continue on to troubleshoot your router.

Next: Troubleshoot your router