Issue: Connection Logs are missing

Description

I am able to go online through the Splash Page but I can not see any data/statistics/online users on the Cloud4Wi Dashboard nor the Connection Logs

 

User experience

When Clients 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) going online without problems. Apparently, the end to end process is working fine but all Cloud4Wi statistics are empty

• No connection logs
• No connections Analytics in the Guest WiFi section

 

Why does this happen? 

Typical reasons for this issue are the following:

• Wrong RADIUS accounting parameters entered into your Access Point/Controller
• firewall restrictions on your network, on UDP port 1813

How to Debug 

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

• Verify you inserted the correct IPs and secret in the Controller Accounting section

Radius parameters:

Primary Radius –> 54.247.117.188

Secondary Radius –> 79.125.111.180

Shared secret –> sent separately by Cloud4Wi

• Verify if your Firewall has any restriction for the UDP port 1813

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 setup on the controller focusing on the accounting part, a screenshot showing the UDP traffic on the FW for UDP port 1813
• Description: 
  • Location name or AP MAC address
  • Tests already performed based on troubleshooting guides
  • CCs if needed