WiFi Experience (Customization)

Modified on Thu, 29 Sep 2022 at 10:27 AM

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

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".

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)

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".

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)

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)

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

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)

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)

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)

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)

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

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)

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.

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.

8. Other

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

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)