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My access points

Here you will find troubleshooting instructions to help resolve potential issues, related to the Access points:

    1. Unable to delete an AP
    2. Access point connected correctly but no signal is streamed
    3. Other

 

1. Unable to delete an AP

Possible error message(s): N/A

Company User Guide reference: 4.3.2.3 Deleting Access Points (p. 71)

conf If you have trouble completing this process, please submit a support ticket providing the following information so we delete the AP on your behalf:

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



conf After this, you will need to register again the AP before you assign it to a location.

If it is the only AP the Company has registered, remember that no statistics information will be shown until at least one AP is registered and assigned to a location.

 

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2. Access point connected to router but does not connect to internet

Possible error message(s): N/A

Company User Guide reference: 2.1.2.3 Connect your access point (p.16)

conf If you have connected the Fonera for Business following the guide instructions, but the unit fails to connect to internet, it might be due to an incompatibility in your router configuration.

This is often the case of FRITZ!Box routers. These routers offer plenty of configurable advanced settings. For this reason, it is possible that further customizations might create conflicts and affect the Fonera for Business configuration or performance. Based on our experience managing cases involving FRITZ!Box routers, we could identify one conflicting setting, related to DNS, in order to enable a successful set up. It consists of adding manually a DNS request from wifi.fon.com.

This article is provided for instructional purposes only. Fon Support team can't provide support for third-party devices. For any doubt about how to check or modify your router settings, please get in touch with your ISP or router vendor.

conf If the issue persists despite the above recommendation has been applied, please submit a support ticket providing the following information so we delete the AP on your behalf:

  • Subject + Company name
  • Brief description of the issue and related actions taken +
    • Router model
  • Select My Fonera router Installation
  • MAC of the Fonera for Business
  • Date and time of installation attempt (approximately)

 

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3. 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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