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Access to WiFi portal

Here you will find troubleshooting instructions to help resolve potential issues, related to the Web portal:

  1. Correct Facebook login credentials entered but error is shown or page remains unresponsive
  2. Customer accesses the internet through a mobile device and can’t see the background
  3. Customer accesses the internet and can’t see the links to social networks on the success page
  4. Correct credentials entered but error "Your free WiFi session has expired, you will be able to connect again tomorrow" is shown
  5. Company management users unable to connect to their public WiFi signal using their credentialse
  6. After logging in correctly, the countdown showing remaining connection time is broken
  7. Other

  

1. Correct Facebook login credentials entered but error is shown or page remains unresponsive

conf Something might be wrong with Facebook’s privacy settings. To login through Facebook to W4B, you will have to let Fon access your public profile and email address.

We suggest you to follow these steps to solve the problem:

  • Access Facebook
  • Navigate to Settings (an option inside the drop down menu at the top right corner)
  • Inside Settings navigate to "Apps"
  • Look for the "Fon App" and click on the pencil that appears as you hover over it. Note: If there is no Fon App it will mean you have never accessed W4B through Facebook, not even with incorrect privacy settings.
  • Select at least "Public Profile" and "Email"
  • Click Save.

If the error still shows up, we suggest you to follow these steps to solve the problem:

  • Access Facebook
  • Navigate to Settings (an option inside the drop down menu at the top right corner)
  • Inside Settings navigate to "Apps"
  • Look for the "Fon App" and click on the x that appears as you hover over it. Note: If there is no Fon App it will mean you have never accessed W4B through Facebook, not even with incorrect privacy settings.
  • Click on Delete
  • Log in again through Facebook. We suggest you to leave Facebook privacy permissions unaltered or give permissions to access the public profile and the email.

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 +
    • Facebook account (email)
  • Select Customer's WiFi Experience > Login issue
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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2. Customer accesses the internet through a mobile device and can’t see the background

For your information, the background customization functionality is not supported on mobile devices.

 

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3. Customer accesses the internet and can’t see the links to social networks on the success page

Company User Guide reference: 4.2.1.1.1.4 Choose what the customer sees after a successful login (p. 57-58)

conf It might be that you published the wrong customization by mistake. Make sure the one published is the one you want. To do so, please follow these steps:

  • Access the Company console
  • Go to the "WiFi experience" tab
  • Click on "My customizations"
  • Contrast "Currently published customization" with the information provided

If customizations don’t match (incorrect customization is published), select the correct one from the dropdown menu and save and publish.

If customizations match (correct customization is published), it might be the case that the published customization is the one you want, but it’s wrongly configured. In this case, please check if you have active social network links in the customization:

  • Access the Company console
  • Go to the "WiFi experience" tab
  • Under "Following a successful login..." confirm that "a page with links to my social media networks" is selected and URLs have been entered correctly.
  • If the option is not selected, select the social network links option, making sure that the form is filled in correctly with the appropriate web sites.

conf If the option is selected and the issue persists, please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken + 
    • Social networks links
  • Select Customer's WiFi Experience > Login issue
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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4. Correct credentials entered but error "Your free WiFi session has expired, you will be able to connect again tomorrow" is shown

Possible error message(s): 

conf Any customer who logged into your WiFi portal will have access to internet for the duration established in your customization. This means that even if they get disconnected from your signal, they would be able to log back in within the duration of the connection time offered, using the same account from the same device.

If you own several access points under the same Company, your customers will be able to disconnect from access point nº1 and log back into access point nº2, and enjoy remaining connection time.

This error message will appear when:

  • Your session has actually expired, e.g. if the connection time offered was 1h and you try to connect 2h later: this is an expected behaviour and you will be able to connect again after 24h
  • After you used an account from a given device, and you use your account again from another device: this is an expected behaviour and you will be able to connect again after 24h
  • After you used an account from a given device, and you use a different account to connect from that same device: this is an expected behaviour and you will be able to connect again after 24h

conf If none of the above statements apply to your situation and the issue persists, please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken + 
    • Social networks links
  • Select Customer's WiFi Experience > Login issue
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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5. Company management users unable to connect to their public WiFi signal using their credentials

Possible error message(s): Unable to open session. Username and password are invalid. Try again later. 

Company User Guide reference: 5. Users (pp. 72-80)

conf A Company console username allows to connect to the console exclusively. It is not associated to a final user account enabling to access your public network. 

To connect as a final user would, you should follow the same flow, which means once the WiFi portal appears, choose "Connect with Facebook" and log in using your Facebook credentials, or sign up to Fon clicking "New user? Sign up with your email".

conf If all these requirements are met but 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
    • Username used to log in (Facebook or Fon account email address)
    • Complete URL of the page before and after trying to log in 
    • Screenshot of the page before and after trying to log in 
  • Select Customer's WiFi Experience > Login issue
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

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6. After logging in correctly, the countdown showing remaining connection time is broken

Possible error message(s): the countdown showing remaining connection time is broken:

Company User Guide reference: 4.2.1.1.1.3 Select how much free time your customers enjoy, per 24h (pp. 56-57)

conf It is possible that some users, after logging in successfully, might notify you that the countdown  showing their remaining connection time appears as broken, which make them doubt how many minutes/hours they have left. This doesn't mean that there is an issue with the service, but only with their browser's cookies.

To prevent this from happenning at the next connection (at least 24h later), users should proceed as follows:

  • From their device, open their browser
  • Go to Settings > History (or similar)
  • Delete cookies and cache (or similar)

Since every browser works differently, to find out more about how to enable cookies, we advise you to visit the "Help" section of your browser.

conf If all these requirements are met but 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
    • Username used to log in (Facebook or Fon account email address)
    • Complete URL of the page before and after trying to log in 
    • Screenshot of the page before and after trying to log in 
  • Select Customer's WiFi Experience > Login issue
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

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7. 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 Customer's WiFi Experience > Login issue
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)
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