FrogBox

If your encoder won’t connect to a 4G network, follow the steps below based on the status of your 4G light. We strongly recommend testing your kit before match day to ensure your SIM and encoder are working correctly.

Watch first: How to test your kit prior to matchday (essential midweek check)

How the 4G light should behave

• When you press the 4G button, the light should flash blue for 20-30 seconds, then turn solid blue.

• If conditions don't allow you to see the 4G light, look for an IP address in the bottom line of the encoder's LED.

• If it flashes once or is unresponsive, the SIM card is not recognised.

Common Issues:

1️⃣ No 4G Light

If the 4G indicator is not lit at all, your encoder isn’t detecting the SIM card. This is usually caused by one of the following:

1. SIM not seated correctly - it may have ridden up in its tray, preventing proper contact. (most common)

2. 4G button not pressed - after powering on the encoder, the 4G button must be pressed.

3. Faulty SIM card - the SIM may be physically damaged or defective. (least common)

Step-by-step troubleshooting

1. Remove the SIM tray using the provided eject pin, then insert the SIM correctly.

2. Ensure the encoder is off the ground, out in the open, and not obstructed.

3. Restart the encoder and wait for the LED to appear.

4. Open the sliding lock switch and press the 4G button.

5. Try the WiFi antenna in the 4G port

6. Test the SIM in a mobile phone (WiFi off) to confirm it's a working SIM.

   
   

Follow the steps in this video for a visual guide:

2️⃣ Blinking 4G Light That Won’t Go Solid

If the 4G indicator keeps flashing or flickering, the encoder is detecting the SIM but cannot complete the connection. This usually happens even when the SIM is correctly seated in its tray. Common causes include:

1. 4G blackspot or temporary cell tower issue - check that mobile phones on the same network in the same location are working properly.

2. Obstructed signal - move your encoder out in the open, away from walls or metal objects, off the ground, and restart. Use your encoder clamp if you have one.

3. Antenna issue - try swapping the WiFi antenna into the 4G port and restarting the encoder.

4. APN configuration issue - certain networks may require manual APN setup.

Step-by-step troubleshooting

1. Confirm the 4G antenna is securely in place.

2. Ensure the encoder is off the ground, out in the open, and not obstructed.

3. Restart the encoder and wait for the LED to appear.

4. Open the sliding lock switch and press the 4G button.

5. Try the WiFi antenna in the 4G port.

6. Test the SIM in a mobile phone (WiFi off) to confirm it’s a working SIM.

Network-specific considerations

• Confirm you’re not using one of the following providers, as these require manual APN setup:

  • Australia: Belong, Exetel, Aldi and some Telstra SIMs

  • UK: Vodafone

  • South Africa: MTN

• If you are, book a configuration call midweek with a FrogBox technician.

If your SIM isn’t from one of the above providers and the light continues blinking, contact FrogBox Support to book a hardware call: Contact Support

3️⃣ Solid Blue 4G Light, But Still Offline

If the light is solid blue, the encoder is connected to the mobile network, but still not showing online via FrogBox Go:

Step-by-step troubleshooting

1. Restart the encoder and wait for the lights to settle.

2. If the encoder remains offline, it’s highly likely to be one of the following:

   • No data on the SIM.

   • New SIM card that has not yet been activated.

   • APN configuration required (for certain networks - see below).

   • Incompatible SIM plans — some plans (e.g., Optus Flex Plus Prepaid SIMs with Unlimited Data Weekends) are not compatible with encoders or mobile broadband devices and are designed to work exclusively in a mobile phone. Customers using these plans may be able to get their encoders online temporarily, but they will eventually stop working once the network detects the SIM is not in a mobile phone. Please contact the relevant network’s tech or Sales support team for confirmation.

3. Confirm both antennas are securely in place.

4. Ensure the encoder is out in the open, with no obstructions, and off the ground.

5. If needed, try swapping the WiFi antenna into the 4G port to rule out a faulty antenna.

Network-specific considerations

• Confirm you’re not using one of the following providers, as these require manual APN setup:

  • Australia: Belong, Exetel, Aldi and some Telstra SIMs 

  • UK: Vodafone

  • South Africa: MTN

• If you are, book a configuration call midweek with a FrogBox technician.

If your SIM isn’t from one of the above providers and the light continues blinking, contact FrogBox Support to book a hardware call: Contact Support

Summary: 4G Light Meanings

4️⃣ Still Stuck?

If you’ve tried all the steps above and your encoder still won’t connect, our team can help diagnose the issue remotely. Contact FrogBox Support to book a hardware call with one of our technicians to guide you through advanced checks and confirm if the issue is hardware-related: Contact Support.