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Registration process & Login to Console

Here you will find troubleshooting instructions to help resolve potential issues, related to the Registration process & Login to Console:

  1. "register.fon.com" not reachable
  2. MAC and PIN unknown
  3. MAC and PIN entered: incorrect data error
  4. MAC and PIN entered: "AP already in use" error
  5. After succesfully completing registration, unable to log into existing account: incorrect data error
  6. "Already existing user" error during sign up procedure
  7. "Already registered under a different distributor" error during sign up procedure
  8. "Already registered with different persmissions" error during sign up procedure
  9. Errors in field(s) while completing sign up form
  10. Errors in field(s) while completing sign up procedure
  11. After successful registration process ("Congratulations" message is shown with OK button), error message shown: unable to access the console
  12. Unable to edit the SSID field
  13. After 5 failed login attempts using a wrong password, my account is blocked
  14. https://public.yourwifi.fon.com/ not accessible
  15. Other

 

1. "register.fon.com" not reachable 

Possible error message(s): The URL is not valid. Introduce a correct URL (e.g. http://www.website.com)

Company User Guide reference: 2.1.1.1 Enter MAC and PIN (p.18)

conf First of all, please keep in mind that you need to use a supported browser and device to access the service. 

You will be able to access the management console only from a computer, as it is not supported on mobiles. 

Supported browsers are Chrome, Firefox and Internet Explorer. And supported desktops are Windows, Macintosh and Linux.

Finally, please make sure to have used one of the following URLs to access the registration page:

conf If the issue persists despite all above requirements are met, please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • URL of the page which displays the error message
    • Were you able to access the Internet (other URLs)?
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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2. MAC and PIN unknown 

Possible error message(s): N/A

Company User Guide reference: 2.1.1.1 Enter MAC and PIN (p.18)

conf For your information, the MAC and PIN are provided inside the box. You will find the MAC on the underside of the router. The PIN code is printed on the sticker stuck on top of the router (model FON2501).

conf If the sticker is missing, please submit a support ticket providing the the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken  
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business

 

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3. MAC and PIN entered: incorrect data error 

Possible error message(s): 

  • The used MAC address is not valid
  • The entered PIN is incorrect

Company User Guide reference: 2.1.1.1 Enter MAC and PIN (p.18-19)

conf First of all, please note that you need to introduce the MAC without the colon symbols (":"). The MAC is 12 digits long, and the PIN code is 6 digits long.

Pay attention introducing the capital letter "O" and not the number "0", and vice versa. 

conf If the issue persists despite all above requirements are met, please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • PIN
    • Error message
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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4. MAC and PIN entered: "AP already in use" error 

Possible error message(s): The MAC entered does not exist.

Company User Guide reference: 2.1.1.1 Enter MAC and PIN (p.18-19)

conf Your AP might be assigned wrongly. 

conf To figure this out, please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • PIN
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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5. After succesfully completing registration, unable to log into existing account: incorrect data error

Possible error message(s): The entered credentials are incorrect.

Company User Guide reference: 2.2.1.2 Sign up (pp. 19-20)

conf If you can't access the Company console, it might be due to:

  • you are using the wrong username (email): in this case, please make sure the CAPS LOCK button on your keyboard is unlocked
  • your user's status is "Pending" (your password has not been set already): in this particular case, you will need to activate your account by clicking this link to create your password

conf If the issue persists, please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • User email to access the console
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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6. "Already existing user" error during sign up procedure

Possible error message(s): N/A

Company User Guide reference: 2.2.1.2 Sign up (pp. 19-20)

conf This error message shows up when:

  • you are using the wrong username (email): in this case, please make sure the CAPS LOCK button on your keyboard is unlocked
  • your user's status is "Pending" (your password has not been set already): in this particular case, you need to activate your account by clicking this link to create your password. Logging in (through "Already a member") should now be possible.

Finally, you might be experiencing this issue if the account is Suspended/Terminated. 

conf To figure this out, please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • User email to access the console
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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7. "Already registered under a different distributor" error during sign up procedure

Possible error message(s): N/A

Company User Guide reference: 2.2.1.2 Sign up (pp. 19-20)

conf This error shows up when the username/email are being used with a different distributor (i.e. from a previous account). Please note that the same email cannot be used to create accounts under two distributors. A different email will have to be used for each account under each distributor.

conf If you are not sure if this is the case, please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • User email to access the console
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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8. "Already registered with different permissions" error during sign up procedure

Possible error message(s): N/A

Company User Guide reference: 2.2.1.2 Sign up (pp. 19-20)

conf This error shows up when the email and username are already registered under the W4B service with different permissions (i.e. the email has been already used for an operator user or a distributor user account).

A different email will be needed.

conf If you are not sure if this is the case, please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • User email to access the console
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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9. Errors in field(s) while completing registration form

Possible error message(s): 

 

  • This field is mandatory and can't be left blank
  • The entered value already exists
  • The entered value is either too long or too short. Enter a value between %MINLENGTH% and %MAXLENGTH% characters long
  • This entered value's format is incorrect

Company User Guide reference: 2.2.1.2 Sign up (pp. 19-20)

conf For your information, the following requirements must be met to complete successfully the sign up procedure:

  • Email: mandatory field, email format: @, i.e. email@email.com
  • Username: mandatory field, 2-150 Chars/Symbols/Blanks/Numbers or email
  • Full name: 2-50 Chars/Symbols/Blanks
  • Password: mandatory field, 6-30 Characters/Symbols/Numbers
  • Terms & conditions: mandatory checkbox

conf If the issue persists despite all above requirements are met, please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • Error message
    • Field affected
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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10. Errors in field(s) while completing store details form

Possible error message(s): N/A

Company User Guide reference: 2.2.1.2 Sign up (pp. 19-25)

conf For your information, the following requirements must be met to complete successfully the store details:

  • Company name: 2-50 Characters/Symbols/Numbers/Blanks
  • SSID: 1-31 Characters/Symbols/Numbers/Blanks
  • Location name: 2-100 Characters/Symbols/Numbers/Blanks
  • Phone number: 2-25 Symbols/Numbers/Blanks
  • Type of business: Select an option
  • Logo: upload an image, format .png or .jpg, minimum 50px width per 50px height, maximum 180px width per 70px height, maximum size 150kb 
  • Address: 2-150 Characters/Symbols/Numbers/Blanks
  • Zip code: 2-25 Symbols/Numbers/Blanks
  • City: 2-50 Characters/Symbols/Numbers/Blanks
  • Province: 2-50 Characters/Symbols/Numbers/Blanks
  • Country: mandatory field. Select an option

conf If the issue persists despite all above requirements are met, please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • Error message
    • Field affected
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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11. After successful registration process ("Congratulations" message is shown with OK button), error message shown: unable to access the console

Possible error message(s): N/A

Company User Guide reference: N/A

conf Please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • Error message
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

Back to top

 

12. Unable to edit the SSID field

Possible error message(s): N/A

Company User Guide reference: 2.2.1.2 Sign up (p.19)

conf For your information, the SSID cannot be changed (this is why you are unable to edit this field). Your public SSID will always be "Fon WiFi". 

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13. After 5 failed login attempts using a wrong password, my account is locked

Possible error message(s): The account is locked.

conf For your information, the password is case sensitive, which means it can have both upper and lower case characters, so "a" is different to "A". Also, be careful not to include a space before or after the password (this is also applicable to the username).

If you experience this situation, you will have to wait for a while before your account gets unlocked. Or, if you need to log into your console urgently, you can just perform a password reset clicking on this link.

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14. https://public.yourwifi.fon.com/ not accessible

Possible error message(s): Page not accessible.

conf For your information, this domain has been transferred to https://global.yourwifi.fon.com/. The user guide will be updated soon.

From now on, you will be able to log in to your console through the URL https://global.yourwifi.fon.com/.

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15. Other

If the issue you are struggling with is not reported in this troubleshooting article:

conf In this case, please submit a support ticket providing the following information and providing as many details as possible:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • User email to access the console
    • Error message (if applicable) 
  • Select Getting started > Register Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)
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