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Troubleshooting

Basecamp Network Issues

2 min read Updated Jun 2026 3 steps

If your Basecamp is not connecting to the internet or Podcatcher Pro devices are not receiving updated tour content, follow these troubleshooting steps.

1. Check the physical connection

Section titled “1. Check the physical connection”
  • Ethernet (recommended): Verify the Ethernet cable is securely connected to both the Basecamp and your network port. Check for link activity lights on the port.
  • WiFi: If no Ethernet is available, the Basecamp creates a WiFi hotspot automatically. Connect to it using the device model name (e.g., bc000123) with the default password podcatcher, then configure your network settings.

WiFi network list showing Basecamp SSIDs (bc000006, bc000011) alongside venue networks.

Once connected to the Basecamp hotspot, open the configuration page at 192.168.42.1 to select your venue’s WiFi network:

Basecamp hotspot configuration — select your WiFi SSID and enter the passphrase, then click Connect.

2. Check the Basecamp LEDs

Section titled “2. Check the Basecamp LEDs”

The third LED on the Basecamp indicates connection status:

  • Green (solid) — Connected to the network
  • Orange — Internet unavailable or configuration required
  • Red — Authentication error, DNS issue, or connectivity failure

See LED Indication Basecamp for a full reference.

3. Verify network requirements

Section titled “3. Verify network requirements”

Your network must allow outbound HTTPS (TCP port 443) to Guide-ID services. If your network uses a firewall or content filter, whitelist:

*.guide-id.com

Captive portals (login pages on hotel WiFi, guest networks, or public hotspots) are not supported. Use a network without browser-based authentication.

For full network specifications, see Network Requirements.

4. Check online status in Platform

Section titled “4. Check online status in Platform”
  1. Log in to the Platform
  2. Navigate to Hardware > Basecamps
  3. Check whether the Basecamp shows as Online or Offline

If the Basecamp shows as offline despite being connected to the network, try power-cycling the device and check again after a few minutes.

Still having issues?

Section titled “Still having issues?”

Contact helpdesk@guide-id.com with your Basecamp serial number and network details.

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