Troubleshooting FAQs

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Volare Splash

 

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

  1. Verify that the MAC address of the access point has been added to your Volare account
  2. Verify that the MAC address is correct
  3. If the problem persists, please copy the URL of the “Oops page” and forward it to the Support Team by opening a ticket


When I connect to the
access point, the Splash Page is very slow

  1. First, perform a speed test on your network to check if the problem is related to your Internet connection performances
  2. Make sure that your uploaded media and images are not bigger than 200 KB
  3. Make sure that you added in the walled garden all the required entries based on the capabilities that you configured.
    Check the full list of requirements here: Enabling the CDN.
    To identify resources that may not be opened in the walled garden you can refer to this guide.
  4. If in your custom CSS file you set some references to external resources (such as a background image URL), please make sure that the walled garden on your access point is configured to properly show them. 


When I attempt to log in by using social network access data, no page is loaded

Make sure you added to the walled garden all the entries required to enable the specific social network. You can find the full list here: Walled garden for the Social Login (websites/domains to open).

 

On the Splash Page, I get the "Password check failed" even if I provided the correct password, or Click-Through is set

First of all, please check that the RADIUS secret is correctly configured on your access point. This is the most common cause of this issue.
You also might occur in this problem if you are using a firmware based on Chillispot or CoovaChilli. This is a known limitation of Chillispot or CoovaChilli when handling the security handshake in the CHAP protocol.

 

When I try to log in by using Facebook access data, I see the Facebook login page with no style applied

Check the full list of walled garden entries here: Walled garden for the Social Login (websites/domains to open).
There is also a well-known limitation in supporting Facebook login on MacBook CNA browser. In this case, the Facebook CSS style might not be rendered properly.

 

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

If you are not correctly redirected to the Splash Page and you are not able to perform the authentication possible reasons could be:

  • Firewall restrictions on UDP ports 1812/1813
  • Wrong parameters inserted in the RADIUS section, sometimes some errors can occur during copy/paste
  • Wrong Splash Page URL inserted in the configuration, make sure it is https://splashportal.cloud4wi.com

 

I cannot display the Splash page correctly, it looks like some content is missing

Probably it is a walled garden issue, some entries are missing in the whitelist.
Depending on the access point vendor/firmware are you using, you are strongly recommended to add the following entries:

  • c4wstatic.cloud4wi.com
  • c4wstaticjs.cloud4wi.com

or

  • cloud4wi.com

or

  • *.cloudwi.com

If your access point does not allow you to enter domain names into the walled garden, then you have to add the following IP addresses:

  • 50.18.178.180
  • 54.248.102.194
  • 54.246.86.254
  • 46.137.206.166
  • 54.232.119.5
  • 54.253.118.101


If I open the browser I see the Splash Page but I’m immediately redirected online

You probably have the Smart Authentication enabled on the service. Double check how you configured your Login Profile into the Admin Panel.

 

When I log in to the access point, I get an error saying my Internet Plan has expired

Make sure you configured a Default Internet Plan in the Location settings. This is the plan assigned to all the new users when they sign up.

Make sure that the default Internet Plan is a “Recurring” plan. Otherwise, once the plan is finished, it will not be possible to go online unless other valid Internet plans are been assigned.

 

During the first access, I receive a message "Get Your Plan" asking for PINs, I’m not able to go online

Make sure that the Location has assigned a Default Internet Plan.
Read this article to get more details: Configuring a default Internet Plan for your location.

 

I’m not able to add a new Location on my account

Check if you reached the maximum number of licenses allowed.

Since it is mandatory to add at least one access point when adding a Location to your instance, the "Add" button will not be available if you reached the maximum number of licenses.

 

I get the following error message when accessing the Admin Panel:

Bad Request
Your browser sent a request that this server could not understand.
Size of a request header field exceeds server limit.
Cookie
Apache/2.2.29 (Amazon) Server at appsc4w.cloud4wi.com Port 443

Clean your browser cache and cookies, then try again

 

I am able to go online through the Splash Page but I can not see any data/statistics/online users on the Admin Panel

  • Check the RADIUS accounting parameters entered into your Access Point/Controller
  • Check if there are firewall restrictions on your network, on UDP port 1813

 

If I search for Google in my browser, I'm not redirected to the Splash Page

Some access points do not correctly support the redirection to the Splash Page when the user enters an HTTPS URL. It will work fine if the end-user enters an HTTP URL.
This is a common behavior for many access points.

You can avoid this annoying issue by using the iOS CNA browser or Android CNA browser (push notification).

 

 


 

Volare Spaces

 

I don’t see any data in the Analytics dashboards

This means the system is not receiving any data from your network devices, Access Points or Senses.

If you are using third-party access points, make sure you followed our guides on how to configure Presence and Heatmaps services. If you are still experiencing issues, please open a ticket in our Support Center.

 

The percentage of visits and passersby is very different than the one I expected

You have to check your Presence settings.

Read this article to get more details: Presence data settings.

 

Heatmaps are not correctly positioned on the floor plan map

Make sure you uploaded in our Volare Admin Panel the same floor plan map file that has been uploaded to the vendor location system, and that you entered the correct map width on the Admin Panel.

Read this article to get more details: Adding and managing floors for Heatmaps (Location Analytics).

 

Data seems to be represented at the wrong time

First of all, make sure you properly configured the time zone in the International Settings section.

If your Locations are distributed in different time zones, make sure to set the correct time zone for each Location.

 

 


 

Volare Compass

 

I don’t see visits in the user details

This means that the system is not receiving any data from your network devices, Access Points or Senses.

If you are using third-party access points, make sure you followed our guides on how to configure Presence and Heatmaps services. If you are still experiencing issues, please open a ticket in our Support Center.

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