Customer Support

How do I build out my private social network?

Great question, you probably haven’t done this in a while. Your network is by invitation only, so you invite your friends and family to your network. Your friends must have downloaded the enclayve App but they do not have to own an enclayve Block, though the process is the same if they do.  Here it is:

1. In your profile, tap on “INVITE” to generate an invitation. You can invite 1 or more friends with this invitation. The invitation is coded data, including a keyword you enter. That coded data is embedded into a QR Code.
2. Tap on the share icon next to the QR Code, from which you send the QR Code (and the coded data as well) to anyone you choose. This can be by text, email, direct messaging, and you can even post the invitation on social media services like Facebook and Twitter!     
3. Once received, your friend or friends open the enclayve App and scan the QR Code (or directly enter the coded data). You are now friends! You will get notification when that happens.

If you are right there with your friend, it’s super easy.  Hold your phone up showing the QR Code and your friend scans the QR Code from his/her phone. Done, no need to send anything, you are now friends!  This takes less than 10 seconds.

Once an invitation is accepted, it cannot be accepted again.  At any time, you can see the status of all your invitations in your profile. Tap on the menu in the upper left and choose “Show My Invites”.

Do I need the Ethernet Cable?

No, the cable is not required.  However, your enclayve Block must be connected to your home network, which can be wired (your Block is wired to your router) or wireless (your Block joins your WiFi network).  Most everyone should use the wireless setup as you don’t need to identify your router and you can put the Block anywhere in your house.  Note that the wireless setup in the enclayve App requires you to pick your WiFi network by SSID and enter its password. The wired setup does not require either and so there are fewer setup steps.

Setup had an error with the word “UPnP” in it.

Setup had an error with the word “private network” or “Double NAT” in it.

You’ve connected your Block (or it joined a WiFi network) that can’t be used by the Block to connect to the Internet.  It may helpful to know that the setup of a Block is similar to that of gaming systems, which also have specific Internet connection requirements.  Here are some situations and solutionsyour Internet connection was down during setup. Although this is rare, the Block can’t tell for sure that this is the case during setup.  Check your Internet connection and re-run the setup.

• you have multiple routers in your home network, common with “whole home” systems.  In this case, you must connect your Block to the router box that is directly connected to your ISP, sometimes called the “main” router.   Your Block cannot be connected to a “satellite” box. You can connect your enclayve Block to the main router with an Ethernet cable, or by moving it very close that box so it connects to the WiFi signal of the main router.  Then re-run the setup.
• your ISP has installed multiple routers (unknown to you). If the ISP has installed multiple boxes, then this is likely the case. You will need to connect your Block using an Ethernet cable to the box that is directly connected to your ISP.  If this is not possible, then you need to configure your router into what is known as “bridge mode” per your router’s instructions. Sometimes this appears in instructions as a “double NAT” configuration and sometimes it will appear under  “gaming” instructions. If none of this works, contact your ISP or enclayve.

I’ve done the setup and it still isn’t working.

Okay, then email us with what you’ve done and what problems or errors you have found. The enclayve App keeps logs of its setup progress, and if you are comfortable doing so, extract the logs from the app and include it in your email. You can get to this information by going to the profile view, tap on the menu in the upper left. This opens a menu on the left and there is a section called “SUPPORT” where you should find “Block Information” and “Last Setup Log”. You may have scroll down to see them. Click on each one and capture the information that is displayed in a screenshot. The Setup Log may be long, so you may need to scroll through the results and get several screenshots.

I’m having trouble identifying my wireless router.

No worries! You typically don’t need to find your router.  In the enclayve App, choose the wireless setup, which doesn’t require you to find your router.  Simply plug your enclayve Block into power and run the wireless setup.

If you really must identify your router…  here’s some tips:  many models of wireless routers have obvious antennas and some do not.  A box with antennas is your wireless router.  If none of your boxes have antennas, then you might helpful pictures by searching for pictures of routers on Google.  You may be able to find your router from pictures available from Google. Go to google and search for “wireless router” and select the Images search type. If you know the manufacturer of your router (e.g. Linksys, Netgear, etc.) add that to your search. You may see a picture of your router in this search.

If that doesn’t work, take a picture of your devices and email them to us and we’ll help you find the right device.

I found my wireless router, but all of its ports are currently used.

No worries! In the enclayve App, choose the wireless setup and you won’t need any ports.  Plug your enclayve Block into power and then run the wireless setup in the enclayve App.  

If you really must use a wired connection for your Block, then you will need to expand your wired network to accommodate another device (your Block).  You will have to add what is called an  “Ethernet switch” to your home network. These are inexpensive and readily available at Best Buy, Amazon or any other retailers. Note that you do not need or want another router. Connect the ethernet switch to your router, moving one of the current cables to the switch, then connect your enclayve Block to the switch.

The app isn’t working properly!

Okay we want to make it right! Please report the problem in detail and our development staff will immediately address it and may ask you for more information and even start a direct dialog with you until it is addressed. Email us and put “Bug Report” in the subject line.

The app is missing something cool!

Not a problem, we want it to be the best! Please let us know in detail and we’ll take a look. We can move fast! Email us and put “Cool Feature Idea” in the subject line.