JW BOX Supplementary Guide and Support Skills

Introduction
The JW Box is a small Wi-Fi router device purchased How to Setup
from a commercial firm with software developed by the Refer to the following external resources for information
Computer Department at Bethel. It serves as a public on this subject:
digital literature counter to make digital publications and  Flyer: How to setup JW Box
videos from the public section of jw.org available locally  Video: How to setup JW Box
for congregations where Internet access is limited. Note: These files can be downloaded from the JW Box

How to Request a JW Box How to use JW Box

Arrangements are in place to supply a box to all Kingdom To download content from the box, you would need a
Halls in the Nigeria Field. Congregations do not need to WiFi-enabled smartphone or computer. The following
request a box at this time. resources outline the steps to do this;
 Flyer: How to use JW Box
Supporting a JW Box  Video: How to use JW Box
Since one JW Box is assigned to all the congregations Note: These files can be downloaded from the JW Box
using the same hall, if there is a JW Field Trainer in any
of the congregations using the same Kingdom Hall, he Available Options for Updating a JW Box
would be assigned as the congregation contact by the A Jw Box can be updated directly from the internet or
combined bodies of elders. If there are more than one JW from an updated JW Box nearby. Boxes in remote
Field Trainers in the Kingdom Hall, one of them should locations may also be updated via a USB Flash.
be primarily responsible for the box while the other(s)
would support him. If there is no trainer in the Kingdom
How to Update a JW Box with another JW Box
Hall, the bodies of elders would appoint a JW Box
Refer to the following resources for information on
congregation contact and the trainer assigned to the
connecting the JW Box
contact congregation by their circuit overseer becomes
 Operation Modes
the JW Field Trainer responsible. In all cases, the JW
 Status Page
Field Trainer trains the JW Box congregation servant,
assists with updating the box, assists with resolving
How to Update JW Box from the Internet
technical issues and submits a monthly report on the box
To update the box with content from the Branch Office,
to the branch office. In connection with JW Box support,
you need to connect the box to a WiFi network or
he is also considered an Update Point Servant.
Ethernet port with internet access. This network could be
a hotspot created with your mobile phone. Refer to the
When a Congregation Receives JW Box
following resources for information on connecting the JW
The Congregation JW Box contact would contact the JW
Box to an existing WiFi network:
Field Trainer if he is not the same person before using the
box. When you are contacted as a trainer or your
 Flyer: How to update JW Box
Kingdom Hall receives a box, please go through the
 Video: How to update JW Box
manuals and guidelines sent with the Box. Using the
 Flyer: Connecting to a Wifi Network
information provided, schedule training for the JW Box
 Operation Modes
Congregation Servant(s) of the congregations using the
 Status Page
Kingdom Halls assigned to you. Assist him to understand
the materials and how he would train publishers to benefit
Note: These files can be downloaded from the JW Box
from the JW Box. If you need further assistance or
How can I unlock my JW Box?
clarifications on your support, please check with any
If your JW Box is requesting a password while on
experienced trainer in your circuit or contact any JW field
Management Mode, it indicates that the box is running
Support in your region.
firmware version lower than 20.8.33 which is required for
automatic firmware updates. Please contact a JW Field
Support person for assistance to install the latest firmware
using recovery mode.
The lights (LED) on my JW Box keep flickering.
What do I do?
Kindly check if the SD card is in place. You can eject it
and put it back. If the issue persists, contact a JW Field
Support for further troubleshooting.
What if a part of a JW Box is damaged?
The congregation should contact the trainer assigned to
them immediately. The trainer will send a report to the
field supporter in his region who will now report this
matter to the Branch office. The trainer should also
include this in his monthly report.
Note: A report to the branch office should be made
immediately a damage to the box occurs.
Is the USB flash drive attached to the JW Box no
longer useful since we can now update from the
internet?
The USB flash drive can still be used to update contents
and firmware of the Box.
Please see the documentation on Updating Contents
page 4.
The congregation request a change in the language
collection available in a JW Box. How do I change it?
Kindly contact a JWFS with the following details:
 Contact congregation
 MAC address of the JW Box
 List of current languages available in the Box
 List of the languages approved by the body of elders
The field supporter who regular communicates with the
computer department will notify the JW Box Support
team of this. They would attend to this as soon as a
request is received.
Support Skills
Most of the calls for help from the field are made by
telephone calls. Callers tend to speak quickly,
expecting that the support person understands the
situation at hand and is able to proffer immediate
solution to the problem. Support persons need,
among other skills, good telephone manners so as
not to needlessly give offense or complicate matters.
Ability to communicate clearly
The ability to communicate clearly when working
with users is a key skill because miscommunications
can result in disappointment and frustration. James
1:19 says “Every man must be swift about hearing,
slow about speaking, slow about wrath.” Although
your desire is to help, and you may just want to
quickly fix the problem. But it is best to allow the
friends to finish expressing their challenges before
offering your suggestion. Good support persons are
good listeners. They know how to keep their
communications with friends simple and leave
nothing to doubt.
Be Kind
The Watchtower of November 15, 1970, page 675,
stated: “To be kind means to be truly helpful. To be
kind can mean to have a disposition to sympathy and
helpfulness, a sympathetic interest in others’ welfare.
Being kind will move us to consider the feeling of
others ahead of our own. It will make us to put
ourselves in the friend’s shoe. It will move us to
speak kindly never harshly. It will help us to go out
of our way to help the friends”
Be Patient
Patience is crucial for support persons. There will be
times when tension will arise, and the friends may
express anger or frustration because of the challenges
the reported problems might have caused them.
Sometimes, it might even be the support person that
get paranoid because the friends are not able to
follow what we considered as “simple instruction”.
Patience will help us to see through the eye of others.
Ecclesiastes 7:8,9 says “better to be patient than to be
haughty in spirit” Being listened to and handled with
patience goes a long way in helping users feel like
you’re going to alleviate their current frustrations.
We want to remember that teaching someone a new
thing requires patience and everybody’s pace is not
the same. So, we should be willing to accommodate
those who are not quick to grasps
Be good at what you do
A skilled carpenter knows how to use his tools.
Similarly, A support person strive to be “a workman
with nothing to be ashamed of”. (2Ti 2:15) To
succeed you must study all the materials that have
been provided to help you efficiently carry out your
assignment, you also need to collaborate with your
fellow support person whenever you are having
challenges. Be up to date when you receive directive
and be quick to implement them. This will give you
the confidence you need to render valuable
assistance to the friends.
Trust in Jehovah
This is the most important skill a support person
needs to succeed. Because the work you do is
Jehovah’s hence we must rely on him not on
ourselves. (Proverb 3:5) Prayer is one way you can
trust in Jehovah, and another way is following
direction we receive from oversight. You should
know your limit. Your work is purely technical so
when friends ask you questions that are not technical
related, you should promptly direct them to call the
branch office.

Support Structure
Entity First-level Support Second-level Remarks
Support

Publishers Trained overseer Congregation JW Training and support can be done to field
Box contact service group level

Overseers Congregation JW Box Congregation JW Overseers should contact the appointed contact
contact Box contact brother or domain administrators for assistance

Congregation JW JW Field Trainer JW Field Trainer He should always contact his assigned trainer
Box contact for any assistance

JW Field Trainer Other JW Field JW Field Support He should send monthly report to the branch
Trainer office but contact JW Field Support for any
issue.

Circuit Overseer JW Field Trainer/ JW Branch Office He should check with trainers first but can call
Field Support the branch if they cannot resolve issue.

JW Field Support Other JW Field Branch Office Open communication and collaboration with the
Support branch office.