Issue: Looping back on the Splash Page after login

Description

I can display the Splash Page, but after logging in I get into an infinite “loop” and I always go back to the Splash Page

When users encounter a loop to the splash page when logging in, it is essential to understand the typical user experience and the reasons behind the issue.

 

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 the correct Splash Page URL, they click on the login button (filling the form and clauses if present) but instead of being authenticated they are redirected back to the splash page

Why does this happen? 

This behavior can have different causes, related to network or wrong config

Typical reasons for this issue are the following:

• Firewall restrictions on UDP ports 1812/1813
• Wrong parameters inserted in the RADIUS section
• Wrong Splash Page URL inserted in the configuration

 

How to Debug 

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

1. Check that your firewall got no restrictions on the UDP ports 1812 and 1813, they need to be opened for the Radius authentication and accounting
2. Double check that the Radius IPs are the correct ones shared from Cloud4Wi and most of all that the Shared secret is the correct one, without any spaces appended (typically some errors can happen in the copy/paste operation), to be sure, reconfigure this part from scratch
3. Double check the redirection URL for the Splash Page is https://splashportal.cloud4wi.com and NOT for example something like https://splashportal.cloud4wi.com/c4wportal/example

By following these troubleshooting steps, you can identify the root cause of the loop of the splash page 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

• Make sure to follow the Vendor confguration guide
• Make sure to test the full customer experience during the roll-out test

What information to provide on a support ticket if all the above does not work

If you have troubleshooted and debugged using the recommendations above, please open a ticket on https://cloud4wi.zendesk.com/hc/en-us/requests/new.

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

• Tenant ID: Tenant id or Name
• Type: Issue
• Subject: brief description 
• Attachment: Screenshare of the end user experience, screenshot of the radius section configured on the controller, a screenshot of the radius traffic on the FW focusing on the UDP port 1812
• Description: 
  • Location name or AP MAC address
  • Tests already performed based on troubleshooting guides
  • CCs if needed