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Cloudi-Fi Knowledge Base

Cloudi-Fi first level troubleshooting guide

Alexandre de THOMASSON
  • Updated

This article will teach you about first-level troubleshooting on the Cloudi-Fi cloud-based captive portal.

 

The Captive Portal doesn’t appear when visitors connect to the Guest WiFi network.

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 can't resolve it, could you verify the connectivity between it and the DNS Server?
    If yes, you can 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 restarting the device and reconnecting to the Guest's WiFi.
    - The NeverSSL website appears correctly, meaning your device may have already been authenticated in the Cloudi-Fi Captive Portal and can browse the Internet.

 

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.

Cloudi-Fi Get captive portal url.png

  • If you can't access the Cloudi-Fi administration interface, you can try to access the Cloudi-Fi login domain.
    You should be redirected to http://3wi.fi and see a Cloudi-Fi blue page.
    That means Cloudi-Fi services are UP and running.

 

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 take a look at this documentation: How to capture HTTP Requests.

  • A Wireshark capture