Case Sharing --- 7. Troubleshooting - Ruijie Community

7.1 What should I do if EG can not show the portal template?

(1) If the version is not the latest one, you need to upgrade it to the latest version.

(2) Check whether the feature is enabled on EG.

(3) Check whether the related configurations are correct on Ruijie Cloud.

(4) Confirm the synchronization time on Ruijie Cloud.

7.2 What should I do if the vouchers and accounts are not synchronized to EG?

(1)If the version is not the latest one, you need to upgrade it to the latest version.

(2)Check whether the feature is enabled on EG.

(3)Check whether the related configurations are correct on Ruijie Cloud.

(4)Check the account status on Ruijie Cloud. If the account is expired, the vouchers and accounts will not be synchronized to EG.

7.3 What should I do if I fail to pop-up the portal page?

(1)Confirm whether the client has obtained the IP address, if not, check whether the network configuration is correct.

(2)Check whether the DNS is correct, try to configure the common DNS: 8.8.8.8.

(3)Open the browser, manually enter http://1.1.1.1 to check whether the portal page is popped up.

(4)Disable pop-up blocking. The browser may be set to block pop-ups so as to save data and prevent you from seeing any annoying ads when you visit website.

7.4 What should I do if I fail to do the voucher authentication?

(1)If the version is not the latest one, you need to upgrade it to the latest version.

(2)Check the failure prompts. Common failures include incorrect account and password, account expiration and traffic overdue. You can check the account status on the Ruijie Cloud.

(3)Try to unbind the MAC for voucher and connect them once again.

7.5 What should I do if I fail to do the seamless?

(1)If the version is not the latest one, you need to upgrade it to the latest version.

(2)Check whether the user has enabled the private MAC feature.

(3)Check whether the MAC on the Ruijie Cloud is correct.

7.6 What should I do if I want to pop up the portal page by visiting the https website?

(2)Go to User > Local Auth > Advanced Settings and enable the HTTPS Redirection.

7.7 What should I do if I want the voucher code be used by another wireless client?

(3)When a new wireless client access the internet with voucher, then EG and Ruijie Cloud will bind the voucher and MAC IP address automatically.

7.8 What should I do if I want to create the policy but the AP and users are in the same IP range?

It is recommended that the user's IP network segments is separated with the AP's network segments. If can not change the IP range, you can add the APs to the whitelist.