Technical Support via GoodCloud

Sometimes it is necessary to get technical support from GL.iNet staff and they may ask you to share the your device using GoodCloud. This guide will show you how to share your device with GL.iNet staff.

Enable GoodCloud management and remote control

In order to troubleshoot modem issues, you will need to give an extra Internet connection to the router to ensure the Internet stability. Please use the cable or repeater to build the 2nd connection and make sure it works.

Then in the router's web Admin Panel, enable GoodCloud and Remote Access.

• For firmware version 4.7.x or higher, go to CLOUD SERVICES -> GoodCloud, enable Remote SSH and Remote Web Access, click on Apply. As per the following picture.

  

• For firmware version 4.6.x or lower, go to APPLICATIONS -> GoodCloud, enable GoodCloud, Remote SSH and Remote Web Access, then agree the terms and click on Apply. As per the following picture.

  

Register GoodCloud account and bind your device to your account

You might need to create a GoodCloud account and bind your device to your account first.

1. Go to GoodCloud and log in or sign up for an account.
2. Bind your device to GoodCloud. Refer to Add Device.

Share to GL.iNet technical support

Login GoodCloud, go to Devices menu and click on the corresponding device. You will be lead to the details page, click the SHARE tab and Share Device as per the following picture. Then share the device to the GL-iNet Technical Support:

Make sure you set the Share Duration for example 7 days to protect your personal network not shares to us forever.

Privacy Protection Statement

1. The devices shared by users with GL-iNet Support are ONLY used for troubleshooting purposes. GL-iNet Support will not retain, back up, or steal any privacy information of users.

2. To ensure password security, it is recommended that you change the login password of the web admin panel to an infrequently used one before sharing it with GL-iNet Support. You can change it back to your regular password after the troubleshooting is completed.

Provide the login credentials to GL.iNet technical support

After sharing the device, please provide the MAC address and your router's login password so that we can log in and check this issue remotely.

You can send this information to the GL.iNet technical support via email at support@gl-inet.com or PM (private message) in the official forum. Please do not send both email and PM at the same time.

Below are the steps to send a private message in the forum:

1. Go to the offical forum.
2. Click on the account of the GL.iNet technical supporter you are in contact with.

3. Click on the Message button to send a private message.

   

Sometimes, new users may not be able to send a private message to GL.iNet technical support. In that case, you can respond in the same thread where you're communicating and ask the technical supporter to send you a private message first.

Please DO NOT share your device details in public, only share them with GL.iNet technical support via PM.

After the issue is resolved

Please cancel the share and change the router password after the issue is resolved.

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Still have questions? Visit our Community Forum.