Description
After clicking on the "Go online" button I got a security alert
When users get a security SSL alert after clicking the "Go online" button on the Cloud4Wi splash page, 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 after connecting to the Wi-Fi network through the access point, and being redirected to the splash page, after clicking on the "Go online" button (filling the registration form, if needed) they get a Security Alert, and this may cause problems in the successful process to go online
Why does this happen?
The security alert is usually caused by the SSL certificate on the controllers, 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 (for some vendors it is mandatory, but in general is always recommended)
- A trusted certificate have been uploaded but the certificate chain is incomplete
Troubleshooting
To debug and identify the root cause of the issue, follow these steps:
- Check that a valid trusted certificate have been correctly uploaded on the controller
- Check the validity of all the cert chain i.e. on ssllabs.com
By following these troubleshooting steps, you can identify the root cause of the security alert 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 Issue from occurring
- Make sure to follow the Vendor configuration guides
- 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 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