Company details

Modified on Thu, 29 Sep 2022 at 10:31 AM

Here you will find troubleshooting instructions to help resolve potential issues, related to the Company details:

1. Bell icon and message prompting to provide information do not disappear

Possible error message(s): Your company will be correctly located in map, once Address and Zip code fields are completed. Note: this is not an error message, it’s the reminder you will see.

Company User Guide reference: 4.3.1 Management: Company details tab (pp. 63-68)

For your information, the message and the bell icon appear to let you know that some information, necessary for the W4B business map service, is missing. Without it, the Company will not be shown on the W4B map. Clients can use the map to find venues that use W4B. We suggest you to:

Complete this information to take full advantage of the W4B service; or,
Mark the "Don’t show again" checkbox to hide this message.

2. Company country unavailable in dropdown menu

Possible error message(s): N/A

Company User Guide reference: 4.3.1 Management: Company details tab (pp. 63-68)

If your country is missing, 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 My Console > My profile/details
MAC of the Fonera for Business
Date and time the issue took place (approximately)

3. Entered address and zip code but Company location not shown on map

Possible error message(s): N/A

Company User Guide reference: 4.3.1 Management: Company details tab (pp. 63-68)

For your information, in order for the address to show on the map, you need to type it and click on the corresponding address suggestion that will appear. This will ensure an existing address in the application is selected, in which case, it should show correctly on the map.

If the issue persists despite the above requirement is met, 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 My Console > My profile/details
MAC of the Fonera for Business
Date and time the issue took place (approximately)

4. Unable to load a logo: error message

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: 2.2.1.2 Sign up (pp. 19-25) + 4.3.1 Management: Company details tab (pp. 63-68)

For your information, uploaded images must meet certain requirements. Specifically:

Maximum image dimensions: 50px width, 50px height
Minimum image dimensions: 180px width, 70px height
File size: 150KB
File format: .png, .jpeg, .jpg

For your information, if the logo fails to upload in Company details, your WiFi portal will display your Company name, by default.

If the issue persists despite the 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 +
- User email to access the console
- Logo image (as an attached file)
Select My Console > My profile/details
MAC of the Fonera for Business
Date and time the issue took place (approximately)

5. Uploaded logo does not show on WiFi portal

Possible error message(s): your WiFi portal displays your Company name, instead of the logo.

Company User Guide reference: 2.2.1.2 Sign up (pp. 19-25) + 4.3.1 Management: Company details tab (pp. 63-68)

One the logo has been uploaded in the Company details tab, you will click on "Save" to save the change. However, you will need to go to the WiFi Experience tab and click on "Save and Publish" to publish the change.

Once the logo is published, back in the Company details tab you will see an eye icon at the right of the logo field, meaning that it is visible.

If the issue persists despite the 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 +
- User email to access the console
- Logo image (as an attached file)
Select My Console > My profile/details
MAC of the Fonera for Business
Date and time the issue took place (approximately)

6. Customers cannot see customized SSID

Possible error message(s): N/A

Company User Guide reference: 2.2.1.2 Sign up (pp. 19-25) + 4.3.1 Management: Company details tab (pp. 63-68)

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".

7. Company user receives notifications in another language

Possible error message(s): N/A

Company User Guide reference: 3.3 My profile (p. 81-85) + 5.1.5.9 Notifications (p. 79)

If you ever receive notifications such as AP registration confirmation email, retrieve password email, etc. in another language, please just log into your console and go to My Profile > Notifications' Language > select your language > click on Save.

8. My type of business is not displayed in the Company details form

Possible error message(s): N/A

Company User Guide reference: 2.2.1.2 Sign up (pp. 19-25) + 4.3.1 Management: Company details tab (pp. 63-68)

The user guide lists a total of 24 types of business to choose. Despite the same number of options is available in the console, you might notice that some of them differ from the selection offered in the manual.

We confirm that the available options are the one displayed in the console.

9. 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 > My profile/details
MAC of the Fonera for Business
Date and time the issue took place (approximately)