Getting help
Who to contact, what to tell them, and what to check before you call.
Who to contact#
- Your provider — the company that installed SENTRA for you (your telco, internet provider or IT company). They manage your box and can see its records.
- If you bought SENTRA directly, write to demo@sentra-ai.com.
What to tell them#
| Information | Where to find it |
|---|---|
| What happened, and when (date and time) | — |
| The site or app involved, exactly as typed | — |
| The device (laptop, phone, TV…) | — |
| The box's name | The HOST pill at the top of the console |
| The Installation ID (for licence questions) | Admin → Licence & Updates → Licence |
Before you call#
| Problem | Try |
|---|---|
| No internet at all | Check the cables and that the SENTRA box has power (its lights are on); restart your own router. If the SENTRA box has no power, plug it back in and give it a few minutes to start |
| One site won't open | See When a site is blocked |
| Everything is slow | Look at the dashboard: is Throughput at your line's limit? A large download or backup may be using it |
| Can't sign in | Wait a minute after wrong passwords; ask your provider to reset your password or two-factor sign-in |
Your data#
SENTRA sees the names of the sites your devices visit and the amount of traffic — never the content of messages or pages. Reports and records stay on the box and with your provider.