What is the default GNARBOX wifi password?

The default wifi password for the GNARBOX is 'gnarbox!'.  Be sure to include the exclamation point.

I just connected to my GNARBOX wifi, but now my phone's wireless shows zero bars and a message "No Internet Connection", what's going on?

This is totally normal! The wifi that the GNARBOX creates won't connect you to the internet. The wifi pairs the GNARBOX with your phone, similar to the way you would pair your phone with a Bluetooth device. 

I have an SD card and a microSD card plugged into my GNARBOX at the same time. Why am only seeing one of them in Devices?

The GNARBOX SD and microSD ports share a connection to the GNARBOX, so if you have a card plugged into both slots, it is only able to read one at a time. Make sure you've only got a card in the slot you want read!

My GNARBOX is hot to the touch - is it overheating? 

The GNARBOX can get pretty warm when it's working hard, but don't worry, that's just the passive heat sink doing its job. The GNARBOX will shut down if it begins overheating, but this will only happen if functioning in extremely hot environments in direct sunlight. 

How do I connect my GNARBOX to my computer?

For a full tutorial including troubleshooting information, check out our article here!

Why does my GNARBOX say 107GB  available instead of 128GB after I've deleted all my files off it?

 Although the GNARBOX has a capacity of 128GB or 256GB, we reserve a small amount of space for a file cache as well as the Operating System that runs the GNARBOX. 

I tried exporting my Highlight Reel to my phone's Camera Roll, but it's not there after the Highlight Reel finishes exporting! 

In order to exporting a Highlight Reel to your phone, your GNARBOX undertakes a two step process. First, it has to export the Highlight Reel - you can watch the process by clicking the Task Manager button.

Once this process completes, you will see the Task Manager wheel continue to spin and you will see an alert that you MUST stay in the GNARBOX app while your Highlight Reel saves to your phone's Camera Roll. 

Click ok, and then view the progress of your Highlight Reel saving to your Camera Roll in the Task Manager.

Be sure not to navigate out of the GNARBOX app until this process completes! 

If your reel still doesn't export, it is possible that the export exceeds 4GB, and you will need to lower your export bitrate or shorten the Highlight Reel.  Adjusting your bitrate in the Settings menu will allow you to manage your video export file size. More info on bitrate adjustment can be found here

How do I get music on my GNARBOX? 

Check out our full tutorial on adding music to your GNARBOX here!

I plugged my camera into my GNARBOX , why isn't it showing up in Devices? 

We don't recommend plugging your camera directly into your GNARBOX for a couple reasons: 

  • Each camera company's implementation of Mass Storage mode (which is what allows you to see your files when your camera is plugged into your computer) varies drastically, which makes it very difficult to develop support within the GNARBOX for each camera without us developing a software solution for each individual model. 
  • The USB2 connection your camera uses is slower than SD card slot connection built into the GNARBOX
  • Having your camera plugged into your GNARBOX will drain the GNARBOX power unnecessarily 
  • Camera companies encourage users to use card readers and not plug their camera in for file transferring because it ages your camera by making it work harder than it should. It's better for you camera to take the card out for file importing! 

If you have a camera that uses a CF or XQD instead of an SD card, we recommend using a USB3 card reader to backup your photos onto your GNARBOX!

What do I do if my GNARBOX isn't powering off after I hold down the power button for 3 seconds? 

Hold down the power button for 10 seconds and it should go off!  If you need additional help, feel free to email us at support@gnarbox.com.  

What file types are not supported? 

For detailed information about supported and unsupported file types, check out our current list here.

Is there a separate iPad or tablet app? 

GNARBOX does not currently have an app optimized for tablets, but the current app is compatible with all iOS and Android tablets!

I deleted files from my GNARBOX, but they are still showing up.  How do I get rid of them?

This can be a result of a few different things.

  1. Make sure to empty the trash can on your computer if you delete files on your GNARBOX via Mass Storage Mode.
  2. If you recently filled your GNARBOX close to capacity, you can often experience this issue.
  3. Confusion somewhere in the database.

Our team refers to these files as "ghost files".  They're there, yet they aren't there!  There's two ways to get rid of them.  As a best practice, be sure to fully back up the data on your GNARBOX prior to troubleshooting your box.

Clear the Cache:

  1. Connect to your GNARBOX and go to Settings
  2. Scroll to the bottom of the Settings page and select Clear Cache
  3. Select "Clear All"

Clear the Database:

Please contact us at support@gnarbox.com for further assistance to clear your database!

How do I delete files from a memory card or external hard drive?

Our developers originally programed the app so that you're unable to delete files from external devices as a safety feature.  However, we've received a lot of requests from users that they'd like to be able to delete files from external devices so our developers are hard at work making it happen.

At the moment, you're only able to delete files that are stored directly on your GNARBOX, but our development team will deploys a new operating system soon that will give you the ability to delete files on external drives and memory cards.

Can I format my GNARBOX?

While the GNARBOX does connect to your computer in the same way an external hard drive does, it's important to make sure you do not format your GNARBOX.  The GNARBOX is, in essence, a small computer, so formatting the GNARBOX erases pertinent information that allows the box to function.

If you need to erase all of the content on your GNARBOX, you can do so using two methods: 

Method #1: Select all of the files and delete them within the GNARBOX app.  For a full tutorial on how to delete files, check out our article here.  
Method #2: You can also plug your GNARBOX into your computer, select all files, and move them to your trash bin.  Make sure to empty the trash bin in your computer!

If you do accidentally format your GNARBOX or wish to do a full factory reset, you'll need a little bit of GNARBOX First Aid.  Contact our support team at support@gnarbox.com or via our Live Chat bubble (bottom right) for assistance with a factory reset!

As always, we're here to help solve your GNARBOX related issues, so if you're unable to find the answer you're looking for on help.gnarbox.com, feel free to shoot us a message using the chat window found in the bottom right corner of the page! 

Kat is the Community Manager at GNARBOX. Talk to her about Sony cameras, adventure photography and video editing with the GNARBOX! You can see her personal work at instagram.com/kat.greenbaum and vimeo.com/kgreenbaum.

Did this answer your question?