Initial diagnostics:
1. Is an error repetitive or not? Duration. If an error occurred once and does not appear any more, a problem probably relates to a client's device.
2. On what AP (MAC address) was a problem found, what firmware version is installed on it? If a problem occurred on several access points, list all of them. If it is not possible, specify even a few access points.
3. On what SSID was a problem found (name, domain, auth type: without authorization, portal authorization, wpa-personal, wpa-personal+portal authorization, wpa-enterprise).
4. Client device type and model. If a problem is reproduced on devices of different types, make a list of all types and models.
5. Client device MAC address, login and domain.
If a problem occurs again, further actions will depend on the authorization type:
1. Network without authorization (open)
The points to be checked are listed below.
A level of a signal from a client's device on an access point.
If a signal level is -75 dB or lower, a client should get closer to an access point for this AP to "see" a client with a signal level -65dB.
Does a client device receive an IP address?
If an address is specified manually for a device, enable dynamic address obtaining.
If a device does not receive an address from a DHCP server, perform diagnostics of a DHCP server and network.
If a device has an IP address, ping a default gateway and DNS servers.
2. Portal authorization
The points to be checked are listed below.
- A level of a signal from a client's device on an access point.
If a signal level is -75 dB or lower, a client should get closer to an access point for this AP to "see" a client with a signal level -65dB.
- Does a client device receive an IP address?
If an address is specified manually for a device, enable dynamic address obtaining.
If a device does not receive an address from a DHCP server, perform diagnostics of a DHCP server and network.
- Check if redirection works correctly. Open your browser and try to access a website via http (not https!). For example, http://www.sberbank.ru/, http://www.rostelecom.ru/, http://eltex-co.com/.
If redirection does not work, perform diagnostics. The instruction SoftWLC. Setting tariffs for portal authorization may help you.
- Redirection works correctly when the address 8.8.8.8 is entered into the address bar.
Check your local DNS server and if its address is transmitted to users via DHCP.
- Redirection has worked, a user has been authorized but has not received an SMS with a password.
If after registration on the portal a message "Data is being processed. Wait for an SMS to the entered number '79xxxxxxxxx' " is displayed, but waiting time is beyond 5 minutes, a message has been delivered to an SMS gateway, but got into a processing queue.
If a message "Sorry, due to an internal error the service is temporarily unavailable..." is displayed after registration on the portal, an error has occurred while transmitting a message to an SMS gateway which is probably unavailable at the moment. Request a password after some minutes. If the error occurs again, check SMS gateway availability from the server eltex-notification-gw. If the gateway is pinged, write eltex-notification-gw logs when sending an SMS and mail them to Eltex.
- After performing user authorization and clicking 'Continue', redirection to a website specified in the portal configuration does not work.
If there is no Internet access, the problem relates to configuration of redirection and white lists in a tariff.
If a tariff with white lists is configured correctly, check if addresses of DNS servers are specified on access points and available from them.
If Internet access is provided, a wrong redirection address is specified in virtual portal configuration.
Check virtual portal and tariff settings according to the instruction: SoftWLC. Setting tariffs for portal authorization
3. wpa-personal
The points to be checked are listed below.
- A level of a signal from a client's device on an access point.
If a signal level is -75 dB or lower, a client should get closer to an access point for this AP to "see" a client with signal level -65dB.
- Correctness of an authorization key specified by a user.
- If authorization has been successful, check if a client device receives an IP address.
If an address on a device is specified manually, enable dynamic address obtaining.
If a device does not receive an address from a DHCP server, perform diagnostics of a DHCP server and network.
- If a device has an IP address, ping a default gateway and DNS servers.
4. wpa-personal + portal authorization
The points to be checked are listed below.
- A level of a signal from a client's device on an access point.
If a signal level is -75 dB or lower, a client should get closer to an access point for this AP to "see" a client with a signal level -65dB.
- Correctness of an authorization key specified by a user.
- If authorization has been successful, check if a client device receives an IP address.
If an address on a device is specified manually, enable dynamic address obtaining.
If a device does not receive an address from a DHCP server, perform diagnostics of a DHCP server and network.
- Check if redirection works correctly. Open your browser and try to access a website via http (not https!), for example http://www.sberbank.ru/, http://www.rostelecom.ru/, http://eltex.nsk.ru/.
If redirection does not work, perform diagnostics. The instruction SoftWLC. Setting tariffs for portal authorization may help you.
- Redirection has worked, a user has been authorized but has not received an SMS with a password.
If after registration on the portal a message "Data is being processed. Wait for an SMS to the entered number '79xxxxxxxxx'" is displayed, but waiting time is beyond 5 minutes, a message has been delivered to an SMS gateway, but got into a processing queue.
If a message "Sorry, due to an internal error the service is temporarily unavailable..." is displayed after registration on the portal, an error has occurred while transmitting a message to an SMS gateway which is probably unavailable at the moment. Request a password after some minutes. If the error occurs again, check SMS gateway availability from the server eltex-notification-gw. If a gateway is pinged, write eltex-notification-gw logs when sending an SMS and mail them to Eltex.
- After user authorization and clicking "Continue", the redirect to a website specified in the portal configuration does not work.
If there is no Internet access, the problem relates to configuration of redirection and white lists in a tariff.
If a tariff with white lists is configured correctly, check if addresses of DNS servers are specified on access points and available from them.
If Internet access is provided, but redirection does not work, a wrong redirection address is specified in virtual portal configuration.
Check virtual portal and tariff settings according to the instruction: Setting tariffs for portal authorization
5. wpa-enterprise
The points to be checked are listed below.
- A level of a signal from a client's device on an access point.
If a signal level is -75 dB or lower, a client should get closer to an access point for this AP to "see" a client with a signal level -65dB.
- Correctness of RADIUS connection settings specified in SSID configuration: IP address, secret key.
- Correctness of data specified by a user during authorization.
In adddition, check if a user account domain is the same as a SSID domain on which a user is authorized. Check if there are any limitations on the number of connections in account settings, or time (traffic) limits on exceeding of which an entry is blocked. Check if an account lifetime had expired.
- Is a RADIUS certificate accepted by a user as a trusted one?
If it is not, delete a network on a client's device and reestablish a connection. A user will be invited to accept a certificate again.
If after performing these steps the problem has not been solved, please, contact our tech support and describe your problem and actions taken to address it.