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Step-by-step guide

The portal opens but internet access fails

Separate portal rendering from controller or RADIUS authorization, then use the live test milestones to find the failed boundary.

Guide 2 of 4 5-10 minute read Operator checklist

Before you change anything

  • Confirm the correct venue
  • Keep current settings handy
  • Test with one device first
Troubleshooting decision path from visible symptom to safe checks and support evidence
Visual map of the workflow. The exact labels shown in your account remain the source of truth.

The portal opens but internet access fails

Portal rendering and network authorization are separate stages. If the form opens, check what happens after submission.

  1. Confirm terms were accepted and the finishing screen appeared.
  2. Open the hardware live test and identify whether the authorization request was received and accepted.
  3. Confirm the hardware uses the current host, ports, shared secret and portal assignment.
  4. Check controller accounting settings when the guide requires them.
  5. Test ordinary HTTPS browsing on a fresh connection.

Share the support reference and the first incomplete milestone with support. Never include a shared secret, password or guest identifier.