Issue: When I connect to the access point I get the “Oops page”

  • Updated

Description

When users encounter the "Oops page" while connecting to the access point on the Cloud4Wi platform, it is essential to understand the typical user experience and the reasons behind the issue. Here's a detailed explanation of the problem and how to troubleshoot it

 

User Experience

The typical user experience is that when they attempt to connect to the Wi-Fi network through the access point, they are redirected to a page displaying the "Oops" message. This page is shown instead of the expected login or authentication page(Captive Portal), preventing users from accessing the internet or the intended services.

Here is an example:

Why Does This Happen?

The "Oops page" issue usually occurs due to incorrect formatting of the redirect URL created by the Controller. When users try to access the internet via the access point, they are redirected to a specific URL to complete signup and authentication. If this URL is not properly formatted or contains incorrect data, the Cloud4Wi platform cannot process the request correctly, resulting in the "Oops page."


Three typical reasons for this issue are:


  • MAC Address Not Added to Cloud4Wi Account: The most common cause is that the MAC address of the access point has not been added to the Cloud4Wi account. This can happen in several situations, such as when there is a new access point rollout, the replacement of a broken access point
  • MAC Address added to Cloud4Wi account is not correct
  • Incorrect URL Format: The URL used for redirection might have an incorrect format. This can happen in two possible scenarios:
    • The Controller is not properly configured: for example due to a wrong configuration, the Controller can assign a wrong value to a placeholder (i.e client mac instead AP Mac.

Example:

URL with correct AP MAC:

https://splashportal.cloud4wi.com/users/hotspotConnection?server_ip=10.1.0.240&login_url=vpn%2Fexternalapauth&original_url=http%3A%2F%2Fwww.msftconnecttest.com%2Fredirect&ssid=guest-fort&station_mac=50%3Ae0%3A85%3A3d%3Af8%3Aa1&station_ip=10.1.0.188&apid=1&apid_no=4&ap_floor=&ap_location=&ap_building=&ap_mac=00%3A0c%3Ae6%3A16%3A7e%3Ad7

Ifyou copy the URL to your browser you will visualize the correct Splash Page.

URL with client MAC in the wrong place:

https://splashportal.cloud4wi.com/users/hotspotConnection?server_ip=10.1.0.240&login_url=vpn%2Fexternalapauth&original_url=http%3A%2F%2Fwww.msftconnecttest.com%2Fredirect&ssid=guest-fort&station_mac=50%3Ae0%3A85%3A3d%3Af8%3Aa1&station_ip=10.1.0.188&apid=1&apid_no=4&ap_floor=&ap_location=&ap_building=&ap_mac=50%3Ae0%3A85%3A3d%3Af8%3Aa1

In this last case, if you copy the URL to your browser you will visualize the Oops page

  • The Controller  has not been certified by Cloud4Wi: You can check the compatibility list here Compatibility list

 

How to Debug 

To debug and identify the root cause of the issue, follow these steps:

  1. Test the Redirect URL: Start by accessing the redirect URL from a PC or device. The URL will look something like this:
    • https://splashportal.cloud4wi.com/users/hotspotConnection?server_ip=10.1.0.240&login_url=vpn%2Fexternalapauth&original_url=http%3A%2F%2Fwww.msftconnecttest.com%2Fredirect&ssid=guest-fort&station_mac=50%3Ae0%3A85%3A3d%3Af8%3Aa1&station_ip=10.1.0.188&apid=1&apid_no=4&ap_floor=&ap_location=&ap_building=&ap_mac=00%3A0c%3Ae6%3A16%3A7e%3Ad7
  2. Identify MAC Address Variable: In the URL, find the parameter related to the access point's MAC address. In this example, it is represented as &station_mac=50%3Ae0%3A85%3A3d%3Af8%3Aa1, which decodes to 50:e0:85:3d:f8:a1. Different controller vendors might use different terms or names for the MAC address field. It could be called "MAC_Address," "AP_MAC," or something else. Familiarize yourself with the naming convention used by the specific controller you are working with to avoid confusion.
  3. Check MAC Address in Cloud4Wi Account: Make sure that the identified MAC address (50:e0:85:3d:f8:a1 in this example) has been correctly added to your Cloud4Wi account. If it is missing or incorrect, add or update it accordingly.
  4. Contact Support Team (If Needed): If the issue persists even after verifying the MAC address and URL format, it's time to contact the Cloud4Wi Support Team for further assistance. When contacting support, be sure to provide the following information 
    • Tenant ID (your Cloud4Wi account identifier) (mandatory)
    • Redirect URL  (mandatory)
    • Location name where the problem is occurring.

By following these troubleshooting steps, you can identify the root cause of the "Oops page" issue and take appropriate actions to resolve it, ensuring a smooth user experience for Wi-Fi users on the Cloud4Wi platform.

Best Practices to prevent this issue from occurring

Best Practices to Avoid MAC Address Not Added to Cloud4Wi Account (most common oops page reason):

  • Establish an Internal Process: Create an internal process within your organization to ensure that every time an Access Point (AP) is replaced or added to a venue, it is promptly updated in the Cloud4Wi account. This process can involve the following steps:
  • Regular Auditing: Conduct periodic audits to cross-verify the access point inventory in the Cloud4Wi account with the physical APs deployed. This will help identify any discrepancies or missing entries.
  • Leverage Cloud4wi  Vendor-Supported Solutions: If your organization uses APs from a vendor that supports Cloud4Wi inventory sync integration (e.g., Meraki), take advantage of their tools and features to simplify the process of updating MAC addresses. 

By following these best practices, you can significantly reduce the risk of MAC Address Not Added to Cloud4Wi Account issues. Ensuring accurate and up-to-date information in your Cloud4Wi account is crucial for smooth user experiences and efficient management of your Wi-Fi network across various locations.

 

Support ticket if all the above does not work

Please make sure you provide the following information in the ticket related to this issue:

  • Tenant ID: Organization Tenant id and Name
  • Type: Issue
  • Subject: brief description 
  • Attachment: Video of the end user experience, screenshot URL of the OOPS/error page from a laptop
  • Description: 
    • Location name or AP MAC address
    • Full OOPS error page URL link from your laptop 
    • Tests already performed based on the troubleshooting guides
    • MAC address of the end user testing on-site or having issues
    • SSID settings from the Smartphone of the tester on-site (showing IP address, DNS)
    • Contact emails to be added to the ticket if needed









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