In this article, you will learn about first-level troubleshooting on the cloudi-Fi cloud-based captive portal
1) The Captive Portal doesn’t appear when the visitor connects to the Guest WiFi network
Step 1: Verify the device’s network configuration
Does the device get an IP Address from the DHCP server?
If not, verify the DHCP Server or the Layer 2 connectivity between the device and the DHCP Server.
If yes, you can go to the next point.
Can the device resolve public FQDN?
Try to resolve login.cloudi-fi.net from the device.
If the device cannot resolve it, verify the connectivity between the device and the DNS Server.
If yes, go to the next point.
Access to an HTTP Website.
Try to access an HTTP Website to trigger the captive portal.
Go to http://neverssl.com or http://3wi.fi
- The webpage cannot be displayed: This means there is an issue with the Internet access. If you use our WAN Deployment with VPN, verify the VPN status.
- The Cloudi-Fi Captive Portal appears: The issue may come from the visitor's device, which doesn't perform its connectivity check. Try to restart the device and reconnect to the Guest's WiFi.
- The NeverSSL website appears correctly, meaning your device may have already been authenticated in Cloudi-Fi Captive Portal and is allowed to browse the Internet.
Step 2: Verify Cloudi-Fi Captive Portal availability
Connect to Cloudi-Fi Admin interface. Go to Locations and try to display the portal. If you can see the captive, our services are UP and running.
If you cannot access to Cloudi-Fi administration interface, try to access https://login.cloudi-fi.net
You should be redirected to http://3wi.fi and see a Cloudi-Fi blue page.
That means Cloudi-Fi services are UP and running.
Step 3: Contact the Cloudi-FI Support team.
Finally, if the problem is not identified, you can contact the Cloudi-Fi Support team via email or chat in the Cloudi-Fi Admin interface.
You are requested to provide the following information :
The end user's private IP
Ask the user to access http://ip.zscaler.com and provide the screenshot
HTTP capture, Please refer to this documentation: How to capture HTTP Requests.
A Wireshark capture