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WiFi Experience (Customization)

Here you will find troubleshooting instructions to help resolve potential issues, related to the WiFi Experience (Customization) process:

  1. Bell icon showing and message do not disappear
  2. Unable to save a customization
  3. Unable to upload background image: error message shown
  4. Unable to see the customization’s preview
  5. Unable to edit a customization name
  6. Unable to see changes applied to a customization
  7. Unable to delete a customization because there is no delete button
  8. Other

 

1. Bell icon showing and message do not disappear

Possible error message(s): Customize your WiFi portal, and provide a branded WiFi experience to your customers! Note: this is not an error message, it’s the reminder you will see.

Company User Guide reference: 4.2.1 Management: WiFi experience tab (pp. 50-52)

For your information, the bell icon and the message are there to remind you that no customizations have been created yet. To make the message disappear, you will have to create a customization or check the option "Don’t show this again".

 

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2. Unable to save a customization

Possible error message(s): 

  • 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
  • Please enter a valid URL (i.e. http://www.website.com)

Company User Guide reference: 4.2.1.1 Customize the WiFi experience of your guests (p. 52-59)

conf For your information, the following requirements must be met to save a customization successfully:

  • The "Save" or the "Save and publish" button have to be clicked on.
  • If "Existing name" error is displayed: please note that customizations with the same name cannot be saved. Each customization name has to be unique. 
  • If "Name format" error is displayed: please note that the name must contain between 1 and 25 Characters/Symbols/Numbers/Blanks.
  • If "URL" or "Success URL" errors are displayed: please note that a URL must meet the following format requirements: 3-255 Chars/Letters/Symbols/Numbers with a url format such as: "www.fon.com".

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 (if applicable)
  • Select My Console > Customize Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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3. Unable to upload background image: error message shown

Possible error message(s):

  • This entered value's format is incorrect
  • The uploaded image is invalid. Please upload a valid image
  • The selected image is invalid. Please upload an image that is less than %MAXIMAGESIZE% KB
  • The selected image is invalid. Please upload an image that is at least %IMAGEWIDTH% x %IMAGEHEIGHT% pixels

Company User Guide reference: 4.2.1.1.1.2 Select your background image (p. 55-56)

conf For your information, uploaded images must meet the following requirements:

  • Minimum image size: 600px width and 315px height
  • Maximum image size: 1800px width and 720px height
  • File size: 2Mb
  • File format: .png, .jpeg, .jpg

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 +
    • Background image (as an attached file)
  • Select My Console > Customize Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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4. Unable to see the customization’s preview

Possible error message(s): N/A

Company User Guide reference: 4.2.1.1.1.5 Done! Now you can preview your new designs! (p. 58-59)

conf Please submit a support ticket providing the following information:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • Customization name
  • Select My Console > Customize Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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5. Unable to edit a customization name

Possible error message(s): N/A

Company User Guide reference: 4.2.1.1.2 Edit my WiFi portals (pp. 60-61)

conf Please make sure to follow these steps:

  • Access the Company console
  • Go to the "WiFi experience" tab
  • Click on  "My customizations" and select the customization from the dropdown menu below
  • Click on the pencil icon. The cursor should now be placed at the end of the current name, indicating edition is now possible
  • Once finished, click on "Save" or "Save and publish" to make changes effective

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 +
    • Current customization name
    • New customization name
  • Select My Console > Customize Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)

 

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6. Unable to see changes applied to a customization

Possible error message(s): N/A

Company User Guide reference: 4.2.1.1.2 Edit my WiFi portals (pp. 52-62)

For your information, changes made to a customization will not show unless you publish the customization again. To do this it is necessary to click on "Save and publish". Clicking on "Save" will not be enough. Remember to wait for a few minutes to check if the changes have taken effect.

 

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7. Unable to delete a customization because there is no delete button

Possible error message(s): N/A

Company User Guide reference: 4.2.1.1.2 Edit my WiFi portals (pp. 60-61)

For your information, a published customization cannot be deleted. That is why no delete button can be seen. To delete a customization, another customization must be published before, such as the default customization or any other created customization. We suggest you to follow these steps:

  • Access the Company console
  • Go to the WiFi experience tab
  • Click on "Default customization", then on "Publish"
  • Click on "My customizations", then select the customization that needs to be deleted
  • Click on "Delete" at the bottom of the page.

 

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8. 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 My Console > Customize Access Point
  • MAC of the Fonera for Business
  • Date and time the issue took place (approximately)
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