Issue: When I connect to the SSID I got stuck on a blank page (Cisco equipment)

Description

When I connect to the SSID I got stuck on a blank page (Cisco equipment)

When users get stuck on a blank 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 get stuck on a blank page (typically showing an IP address in the address bar).

 

Why does this happen?

The blank page in the case of Cisco equipment (WLC or 9800 controllers) is caused by the SSL certificate, here we can see why

Typical reasons for this issue are the following:

• A public trusted valid certificate have not been uploaded on the controller (it is mandatory)
• A trusted certificate has been uploaded but the certificate chain is incomplete
• DNS A record to Virtual Interface IP is missing

 

Troubleshooting

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

• Check that a valid trusted certificate has been correctly uploaded on the controller
• Check the validity of all the cert chain i.e. on ssllabs.com 
• Check that the certificate hostname uploaded is correctly resolved with the Virtual Interface IP (typically 192.0.2.1) of the Cisco controller (in case it is not, create a DNS A record for this)
• Reboot the controller after the certificate uploading (it is a mandatory operation)

By following these troubleshooting steps, you can identify the root cause of the blank  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

• Make sure to follow the Vendor configuration guides (Cisco 9800 and Cisco WLC)
• Make sure to test the full customer experience during the roll-out test

What information to provide on a support

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 and Controller configuration including certificate details as FQDN
• Description: 
  • Location name or AP MAC address
  • Tests already performed based on troubleshooting guides
  • CCs if needed