Administration Guide

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Scope and Purpose

Thank you for using Trusted WiFi products. This Administration Guide covers the features and configuration options available for the Trusted WiFi Captive Portal interface to setup visitor Wi-Fi internet onboarding experiences.

Documentation Conventions

Further Reading

We recommend that you also familiarize yourself with the following guides:

Hardware Configuration Guides for Trusted WiFi Captive Portal

DEPLOYMENT PREPARATION

Trusted WiFi Captive Portal Overview

The Trusted WiFi Captive Portal is an easy-to-use cloud-based visitor Wi-Fi onboarding and management platform, built around simplicity and customization delivered as a hybrid solution.

The intuitive web interface enables non-technical team members to effortlessly configure visitor onboarding flows. Multilingual, responsive portal pages can be created in minutes by selecting authentication methods and customizing pre-programmed templates to match customers’ brand guidelines – no coding expertise required. The vendor-agnostic solution ensures a consistent experience across any LAN and WLAN infrastructure. The service is secure and private for both providers and their end-users. In addition, GlobalReach won’t monetize visitor data for marketing or other purposes, unlike some alternative vendors.

Workflow Overview

The Trusted WiFi Captive Portal services rely on the following elements:

• A centralized cloud intelligence, managed via the intuitive web-based interface of Trusted WiFi

• LAN and WLAN infrastructure from main networking vendors (please check supported equipment).

• If using the PMS authentication method, a connection to the vendor Property Management System

• Client devices that are presented with the configured user journey as they join the network

In order to configure a new end-to-end Captive portal service, the following logical steps must be followed:

• Log into the Trusted WiFi platform

• Create a Property or select an existing one

• Deploy and configure a Captive Portal

• Publish and assign the Captive Portal to a network

• Configure advanced services if required

• Apply the Captive Portal settings to the network vendor hardware

• Monitor and support the service

Note

This guide focuses on the cloud configuration process related to a captive portal deployment. For more information on how to configure network hardware, please refer to the separate guides.

Access Trusted WiFi

Administrators need to login through the Trusted WiFi interface to configure Captive Portal services and more. It is assumed the following prerequisites are met:

Warning

The Service Provider has been setup on the Trusted WiFi platform.

The Service Provider has the required access rights to deploy the Captive Portal module.

In a web browser, navigate to: https://trustedwifi.cloud.global/ and enter your email and password information.

Warning

Trusted WiFi access is setup by invitation from the administrator(s) of a company account.

• If you need an individual account created, please contact your internal support team.

• If you need a Managed Service Provider company account created, please contact the GlobalReach support team.

Create a Property

From a management point of view, it is first necessary to create the specific site called Property that the Captive Portal services will be offered to.

Note

The following instructions are only required if the property does not already exist in Trusted WiFi.

• Select Properties from the left navigation menu and click on the + New Property button at the top of the page to display the New Property form:
  

• Fill-in the form and click Create Property to save:

• Complete the mandatory fields as per the description below:

  Field	Description
  Name	Property name.
  Venue Type	Select the appropriate venue type from the pull-down list.
  Site Code	This can be any unique alpha-numeric identifier. It is best practice to use the same ID assigned to the property from the hotel brand.
  Type	Select the appropriate type from the pull-down list.
  Country Code	Select the appropriate country from the pull-down list.
  Timezone	The time zone where the hotel is located. This is important as it affects operations scheduled to take place at a specific time.
  Default Locale	Refers to the local language. Currently only English (en) is supported.
  Temperature Unit	Whether the administrator prefers to display temperature information using Fahrenheit or Celsius.
  Distance Unit	Whether the administrator prefers to display distance measurements in Imperial or Metric.
  Currency	The currency of the property.

Deploy the Captive Portal Module

The Captive Portal module must be deployed to the property before it can be configured.

• Scroll down the Properties list or use the search field in the top menu bar to find the desired site and click on it:

  

• From the property page, click the Deploy Product button:

  

• Select the Captive Portal module from the drop-down list and accept the End User License Agreement (EULA), then click the Deploy button:

  

Deploy the PMS Module (Optional)

If it is intended to use the Property Management System (PMS) as an authentication method for the Captive Portal, it is then necessary to deploy the PMS module.

Note

There are several ways to integrate Trusted WiFi with a PMS. This guide focuses on a cloud-to-cloud connection.

• Scroll down the Properties list or use the search field in the top menu bar to find the desired site and click on it:
  

• Once selected, click the + Deploy Product button.
  

• Select the PMS module from the drop-down list and accept the End User License Agreement (EULA), then click the Deploy button:
  

• Once done, click the PMS tile:
  

• Once done, click on the Configuration button to enter the base settings:
  

• Fill-in the fields and click Submit to save:
  

Note

• Configuration fields vary depending on the chosen PMS.

• If the Cloud PMS software you require is not listed, please contact GlobalReach. We are regularly working with new vendors and adding support for their interfaces.

• If it is intended to offer tiered services, Loyalty Tier Mapping and Loyalty Tier Names must be provided:
  

• The Settings page in the left-hand side menu displays a configuration summary. Click Edit to modify parameters:
  

Warning

The Tier names are automatically pulled from this page when configuring PMS Authentication as explained later in this guide.

CAPTIVE PORTAL CONFIGURATION

This chapter covers the creation of Captive Portal services.

Warning

It is assumed that all preparation steps described in the previous chapter have been successfully completed.

Captive Portal Module Overview

• In the Trusted WiFi user interface, select the Products option in the left menu and then click on the Captive Portal tile:
  

• The Global Deployments page appears, listing all the Captive Portals from your Organization - depending on your profile. Select a site to display the Settings page:
  

• From here, you have access to additional menus in the left pane:
  

Note

When you first open the Captive Portal module, only the Create a journey title will be displayed.

Create User Journeys

This section is where all the parameters of the visitor onboarding experience, such as authentication method, branding, Terms and Conditions, service plan, and more are defined.

• On the left side menu, click User Journeys, then click the +Create a journey button.
  

Select a Layout Theme

For speed and convenience, a selection of fully customizable layout Themes is available to start from. Since all authentication methods and other parameters are pre-coded for each theme, there is no need for technical skills to configure these pages, and they work “out-of-the-box”.

• You are presented with a selection of predefined templates to start from, which you can filter by authentication method by clicking on the pen icon:
  

Note

The Trusted WiFi Captive Portal currently offers 7 different layouts. Properties using PMS authentication will have access to 1 additional layout supporting this method. More themes will be added periodically.

• Click on your preferred Theme to preview it and toggle between the simulated appearances on a desktop computer, tablet and phone by clicking on the icons at the top of the window. Once you know which layout you want to start from, click the Select button on the top right corner of the preview tab:
  

The Workflow tab is where the settings and service plans are configured.

Warning

All configurations are saved automatically as you proceed through the menus, except for the PMS authentication plan.

• Enter a Name for this user journey by clicking on the pen icon on the left-hand side of the screen:
  

Configure Authentication Methods & Service Plans

The Trusted WiFi Captive Portal currently supports the below Authentication Methods (more use cases will be added in upcoming releases):

• Click-to-Connect: Enables a new or returning user to get online anonymously and without capturing any Personally Identifiable Information (PII) through a very short process – usually just one button click accepting the services Terms and Conditions. Returning users get online automatically.

• Voucher Codes or Custom Single Codes (Code Pools): Enables a new or returning user to get online by entering a predefined code or voucher. You can set the lifespan of the voucher (which determines its expiry date), and how long you want the user to stay active (which limits the length of the user’s online session). You can also limit the bandwidth and set the number of devices that can use the voucher. Returning users get online automatically, as long as the lifespan of the voucher has not expired. Code Pool management is described later in this guide.

• Property Management System (PMS): Enables a new user to get online by entering the last name and room number associated with their hotel stay. Returning users will seamlessly reconnect if their session duration is valid. You can also create paid Wi-Fi plans, with charges posted directly to the guest’s room, provided your PMS supports this feature.

• Dual Authentication: Enables a new user to get online via a choice of two authentication methods. Users get presented with a landing page where they can choose the authentication method first. Once they select their preferred method, they will be brought to the sign-in page.

Warning

• To use the PMS authentication method, you need to have deployed the Trusted WiFi PMS module as described earlier in this guide here.

• To use the Voucher authentication method, you need to configure Code Pools as described later in this guide here.

• As of the current software version, the Trusted WiFi Captive Portal supports dual authentication for PMS and Voucher Codes, as well as Vouchar Codes and Click to Connect. To select this method, please select a compatible Theme from the list.

Click-to-Connect

• To setup the Free Plan, hover over the Free Plan modal and click on the pen icon:
  

• By default, the service upload and download Bandwidth are set to unlimited. To change this parameter, just click on the unlimited symbol in the center of the screen and enter a new value here, with a maximum of 1024.
  

• By default, the Session Duration is set to 24 hours. To change it, proceed to the Duration tab and enter the desired number of days, hours or minutes. By default, the Session Limitation is set to unlimited, meaning a user can get online as many times as they want within the duration defined above. To change it, proceed to the Duration tab and enter the desired limitation per day, week or month.
  

• Click on the X on the top right corner to leave this screen and automatically save the parameters.

Voucher Codes

• To assign Code Pools to the plan, hover over the Voucher modal and click on the pen icon:
  

Warning

You need to have created Code Pools prior to assigning them below. Please refer to the Code Pool section of this guide here.

• The available Code Pools are automatically pulled from the Code Pool configuration page. Drag and drop the active Code Pools that you want to be assigned to this User Journey and click X to Save.
  

• A Code Pool is now assigned to this service:
  

Property Management System (PMS)

• To setup the PMS Authentication method, hover over the Plans modal and click on the pen icon:
  

Warning

If the message: is displayed, please first configure the Trusted WiFi PMS module as described earlier in this guide here.

• Input the Duration, Session Limit(per room), Bandwidth and Device Limit(per room) as desired by clicking directly into the fields on the line. Once done, click Save:
  

• If your PMS supports it, you can offer guests paid and/or tiered Wi-Fi plans by toggling the Enable Tiered Plans and/or Enable Paid Plans switches. If enabled together, you can offer different paid plans to different tiers. You may also enable each option independently - for example, to provide the same paid plans to all guests or to offer free plans to different tiers.

• The configured plans will appear in the workflow summary. If several plans were enabled, you can switch between them using the arrow icons.
  

• Enabling Paid Plans:

  • A new field called Charge Description will appear. Some PMS types require a charge description to be sent to the PMS. By default, it is set to “Internet”, but it can be modified.

  • A new Price field will also be visible in the plans table, reflecting the property’s configured currency. It will be defaulted to a free plan until changed.
    

  • To add more paid plans, click on the + icon to add more options. Input the Price, Duration Bandwidth and Device Limit as desired by clicking directly into the fields on the line. Please note that the device limit is set per room. For example, if you have set device limit to 2, only 2 devices in that room will get online, the third device will not. Session Limits are disabled for paid plans.

  • Once done, click Save.
    
    

• Enabling Tiered Plans:

  • The Tier names are automatically pulled from the PMS Module configuration page.

  • Click on the + icons to add more options. Input the Duration, Session Limit, Bandwidth and Device Limit as desired by clicking directly into the fields on the line.

  • Once done, click Save:
    

• Enabling both Tiered and Paid Plans together:

  • Input the Price, Duration, Bandwidth and Device Limit as desired by clicking directly into the fields on the lines. You can readjust the ordering of the plans based as per how you would like them to appear to end users by selecting the drag icon as shown below.

  • Once done, click Save:
    

Note

Session limits are disabled for paid plans.

Dual Authentication

• To setup the Dual Authentication method for PMS and Vouchar Codes, hover over the Plans and Vouchers modals and click on the pen icon. Configuration for PMS and Code Pools is described in the earlier sections:
  

• To setup the Dual Authentication method for Voucher Codes and Click to Connect, hover over the Click to Connect and Vouchers modals and click on the pen icon. Configuration for Code Pools and Click to Connect is described in the earlier sections:
  

Warning

• To use the PMS authentication method, you need to have deployed the Trusted WiFi PMS module as described earlier in this guide here.

• As of the current software version, the Trusted WiFi Captive Portal supports dual authentication for PMS and Voucher Codes, as well as Voucher Codes and Click to Connect. To select this method, please select a compatible Theme from the list.

Configure Additional Settings

Next, you can configure parameters such as Languages, Service Terms and Conditions and Success Page in the Additional Settings section.

Languages

These are the languages that will appear in the Globe icon on the Landing Page.

Note

The Trusted WiFi Captive Portal currently supports up to 65 languages. English is set by default, along with a couple of alternative ones.

• To update these settings, hover over the Languages modal and click on the pen icon:
  

• To remove a language, hover over it and click the X icon on the far right. To add a language, click the Add Language + option at the bottom of the pop-up window. To re-order the language you can click on the 6 dots on the left and drag and drop the languages in the order you want to display them in the globe on the design editor.
  

Service Terms

Warning

• The acting Internet Service Provider (ISP) is responsible for providing the Terms and Conditions, which outline the agreement that Wi-Fi users must accept when accessing and using the ISP’s Wi-Fi services.

• The ISP may either link to their Terms via an existing URL or upload a legally approved PDF version to be hosted within this system.

• Currently, Terms are supported in only one language. We recommend aligning the Terms with your default language.

• To update these settings, hover over the Service Terms modal and click on the pen icon:
  

• Type a url in the field or upload the Service Terms as a pdf document and click Apply to save:
  

Success Page

This defines the page that users are redirected to upon successful authentication. You can either use the default built-in success page – which you can view in the Design tab – or link off to an external URL.

Warning

If you are redirecting to an external page, please ensure you use a https address and you whitelist this domain on your hardware configuration. Also note that in this case you won’t see the success page in the Design editor.

• To update these settings, hover over the Success Page modal and click on the pen icon:
  

• Select the Built-in page or type a url in the field and click X to Save:
  

Edit the Design

Once you have configured the Workflow you can move on to the Design tab, every setting will be saved automatically.

The Design Editor allows you to brand and customize your portal pages.

• You can view the other pages making up the user journey by clicking on the arrow on the far right of the page or the dots at the bottom. You will see the Connecting Page, Success Page and the Session Limit Error Page. You can also check the appearance on tablets and mobile size screens by clicking on the icons at the bottom of the page:
  

Warning

• If you choose to redirect to your own external success page, then you it won’t be displayed here.

• If you choose dual authentication, you will be shown an extra page called the Landing page.

• If you enabled PMS Charges, you will get a Paid Plans page, as covered later in this section.

• By default, several elements are turned off. You can toggle individual parameters on/off by clicking on the Component Visibility icon at the top of the page. The elements will appear on the page once toggled on.
  

Note

Some layouts may display more items. For example, the Serenity Suite theme includes header, footer, support links and extra content space for text and dual authentication themes include landing page headline and sub-heading toggles.

• You can edit all elements in the Design Editor and described below by clicking on them:
  

Warning

If you decrease the desktop font size, this won’t automatically decrease the font size. You must switch into this frame and decrease the size from there.

• Once you have updated the text, you can view it in each language by clicking on the Languages icon at the top of the page. The translations are done automatically. To manage your translations manually, you can download and upload the csv files per language:
  

Paid Plans Design

• Once you enable Paid Plans on your PMS theme, you will be presented with additional design components on a Plans Page. You can view the different plans by using the arrows at the top of the page as shown below:
  

• Based on the workflow configuration settings, the price will appear in the first line, while the duration and bandwidth will appear in the second line. You can add text to these fields by enabling Plans Description and Plan Names in the Component Visibility. The price cannot be removed.
  

• Once enabled you can customize the fields as shown below:
  

• Once the “I understand that this will be charged to my room” box is ticked, the Buy Now button will be enabled.

Publish a Portal

Once the design is complete, the portal bundle needs to be published by proceeding to the Publish tab.

The Publishing page is where you will save that portal version so you can assign it to a Network Zone.

• Add a Description to help differentiate the versions in the future and click Publish. If you make changes to the portal page, you will be prompted to publish it again. This will create a new version and will appear in chronological order of your latest publication.

Assign a Network Zone

The next step in the process is to assign the User Journey you just published to Network Zone(s), group(s) of Wi-Fi access points you want to broadcast the portal through.

• Click on the Assign Network Zones text, select the Default Zone and click Assign:
  

Warning

• Network Devices such as routers or Wi-Fi access points only start being visible to the Trusted WiFi platform once it detects some activity going through them.

• A Default Zone is automatically created upon first opening of the Captive Portal module, and all Network Devices are first automatically associated to it.

• The Default Zone must be associated with a User Journey, otherwise the service won’t be offered at all to Subscribers and Network Devices won’t be discovered.

• You can either create your own Zones (as explained later in this guide here) for more management granularity where you will want the service to be offered or just work from the Default Zone.

• Once Network Devices are detected, they can then be manually assigned from the Default Zone to your own Network Zones (as explained later in this guide here).

• From this point, the portal is live and you can click on the X to save and go back to the main User Journey page.
  

Warning

If you have the dual approval process enabled, this zone won’t automatically be assigned. The approver will first need to validate via the automated email. If the dual approval is not enabled, then this portal version will automatically get assigned to the network zone.

• If you are using the approval functionality, the portal will first be in a pending state until the approver(s) validates the action:
  

• This example email illustrates the message that gets sent to all Approvers. The Approvers can preview the journey changes by clicking on the link and then either approve or deny the changes.
  

Warning

Once you start making changes to your journey, you will need to republish it and again assign its latest version to the network zone.

• To manage your versions, you can click on the Version Management icon, which will appear when there is more than one version available.
  

• Under version management, you can update the version this zone can be assigned to. You can also either make it live immediately or Schedule an automated publication at a future time and date. Once the approvers validate the changes, the Network Zone will be updated at the desired date and time. If you no longer want to proceed with this update, you can click the X icon to remove it and revert to the previous version:
  

Apply the Settings to the Wi-Fi Network

Now you can apply the network Settings to your Wi-Fi vendor equipment.

• To display the parameters to be configured on the network vendor hardware, click on the Settings icon:
  

• Apply the Portal Settings to your networking equipment:
  

Note

• Some information from the settings above has been redacted for privacy reasons.

• Please refer to the Hardware Configuration Guides for instructions on how to apply these settings.

Warning

To ensure interoperability, GlobalReach first needs to validate vendor hardware before it is supported by the Trusted WiFi platform. New models are added periodically. If you require support for equipment not yet listed, please contact the GlobalReach team.

Configure Advanced Services

Manage Code Pools

A Code Pool is a collection of unique alphanumeric or custom-generated codes provided to users that grant access to a network.

• To create a code pool for the Voucher authentication type, click on the Code Pool option in the left-hand side menu. Then click on the +Create a new Code Pool, give it a name, select either a Voucher Code or a Custom Single Code, and click on Create.
  

• Hover over the tile and click the pen icon to edit the settings:
  

• Configure the Code Pool by filling-in the fields in the pop-up window. For Single Custom Codes, you must add your own code before you can activate it. Once you have updated all the settings click Update:

  

• You can configure the bandwidth and session duration by clicking on the Service Plan icon. By default, bandwidth is set to unlimited and session duration is set to 24hrs. You can modify these parameters to your preferred values. Click Activate to make this pool ready for use.
  

• Once Vouchers are activated, you can download your codes as a CSV file in the batch settings:
  

• Once a user journey is assigned, it will appear in the drawer shown here. By default, 100 codes are generated in a batch. You can create more by clicking on Generate Batch +. To download a batch as a CSV file or delete a batch, click on the ... icon. Deleting the pool will remove it from the journey and you will no longer be able to download the voucher codes.
  

Upgrade Themes

Throughout the lifecycle of a theme, improvements will be made to its design and its underlying code. With this feature, you have the option to upgrade to the latest version or stay with the current one. You can preview the change notes, review your user journey to ensure there’s no impact, upgrade, and re-publish to the latest version. Alternatively, you can choose not to upgrade – although best practice is to do so.

• When an upgrade becomes available, a blue mark appears at the corner of your theme:
  

• To view the upgrade notes, click on the Upgrade icon as shown here:
  

• The following slide out drawer will appear. In this example, it shows the theme is currently on Theme Version T2, and will upgrade to T3 with the changes in the note section. You will always be upgraded to the latest version available. For example, if you are currently on T2 and the latest theme is T4, it will upgrade you to T4 skipping T3.
  

• Click the Upgrade button and the slide out drawer will appear:
  

• You should preview the latest changes in your designer to ensure that the upgrade didn’t affect your latest design, especially with the additional components added or removed. Additionally, check whether you are happy with the latest text additions and their translations.

• For example, if you have a note that states a “A new toggleable element named HERO is available”, a new Hero Image toggle is now visible, which was not available in T2.
  

• When your theme has been upgraded but it has not been finalized yet it will appear with a red marker in the corner of the card.
  

• Please note you cannot publish a User Journey without finalizing it first. To finalize an upgrade, you must click on the Finalize Upgrade button on the slide out drawer. If you do not want to upgrade, you will need to select the Revert button.
  

• When you click Finalize Upgrade, the screen will indicate you are now on T3 and there are no further upgrades.
  

• Once you finalize the upgrade you must re-publish this User Journey and re-assign it to your network zone by following steps outlined earlier in this guide here.
  

Warning

You cannot revert after finalizing the upgrade.

Create Network Zones

Network Zones, control the Wi-Fi access points groups that will broadcast the User Journeys. This could be across an entire site or limited to certain areas, depending on context or customer preferences. The groups are managed in two sections on the Trusted WiFi platform:

• Groups are initially created on the Network Zones page

• Individual Network Devices are then allocated to Zones from the Network Requests page

Warning

• Network Devices such as routers or Wi-Fi access points only start being visible to the Trusted WiFi platform once it detects some activity going through them.

• A Default Zone is automatically created upon first opening of the Captive Portal module, and all Network Devices are first automatically associated to it.

• The Default Zone must be associated with a User Journey (detailed in an earlier chapter here), otherwise the service won’t be offered at all to Subscribers and Network Devices won’t be discovered.

• You can either create your own Zones for more management granularity where you will want the service to be offered or just work from the Default Zone.

• Once Network Devices are detected, they can then be manually assigned from the Default Zone to your own Network Zones as explained later in this guide here.

• Subscribers to a group won’t be offered a service until Network Devices have been manually assigned to it.

• In the left-hand menu, click on Network Zones, then either hover over the Default Zone and click the pen icon to edit the main group, or click the +Create a new Network Zone tile to use your own groups:
  

• Fill-in the fields and click Create to save. You can configure two different levels of approvals if relevant:
  

Warning

Approval options depend on the configuration of your Organization and the Customer Organization in the Accounts Management part of the Trusted WiFi platform.

Manage Network Devices

The Network Requests page in the left-hand menu lists all the Network Devices such as routers or Wi-Fi access points discovered on by the Trusted WiFi platform. New devices are populated automatically as they are detected when Subscribers are accessing the internet through User Journeys. Once Network Devices are visible, they can be assigned to various Network Zones to offer more granular services in specific locations.

Warning

• Network Devices are automatically added and first associated with the Default Zone, as the platform detects activity from Subscribers accessing the internet through them.

• The Default Zone must be associated with a User Journey (detailed in an earlier chapter here), otherwise the service won’t be offered at all to Subscribers and Network Devices won’t be discovered.

• Once Network Devices are detected, they can either be manually assigned to different Network Zones for more management granularity where you will want the service to be offered, or left in one single Default Zone if there is no need to offer different services in different locations.

• By default, Network Devices are sorted by the Last Seen column. You can use the preset filters (Last 24h, Last 72h and >72h) in the top right-hand corner, sort by other columns, or filter by vendor:
  

• To delete items, select the checkbox(es) for the Network Device(s), and select the bin icon.
  

Warning

Network Device deletions can’t be undone; Devices will get automatically added back and first associated with the Default Zone, as the platform detects activity from Subscribers accessing the internet through them.

• To Assign a Network Device to a Network Zone (please ensure the zone is first created as described here), select the checkbox(es) for the desired device(s), click on the move icon and select the Zone:
  

Monitor and Support

Manage Subscribers

The Subscriber Management page in the left-hand menu provides an overview and management interface for current subscriber sessions. This includes device information and session details for managing authenticated access across your network.

You can filter the list by a combination of:

• Subscriber MAC: Search for a specific subscriber device using its MAC address.

• Zone: Narrow results down by selecting a specific Network Zone.

Warning

Expired subscribers are automatically removed from the list.

Troubleshooting Logs

Troubleshooting in the left-hand menu displays logs for Subscribers access attempts, redirections to templates and authentication outcomes, which can assist administrators in identifying connectivity, redirection, or login failures within their network configuration.

You can filter the list by a combination of:

• Zone: Narrow results down by selecting a specific network group.

• Source: Narrow down an issue with a particular source such as RADIUS.

• Event Type: Narrow down an issue with a particular event such as RADIUS ACCEPT.

• Subscriber MAC: Search for a specific Subscriber device using its MAC address.

Warning

• Troubleshooting logs are kept up to 14 days to allow time for admins check the history of subscribers’ connectivity.

• Troubleshooting logs can vary depending on the Network Device model.

Event Source

Logs are being populated from multiple sources, such as Captive Engine and RADIUS, each containing different results details. The Source Filter can therefore be particularly useful if you need to narrow down an issue with a particular source and view the logs when the subscriber first tried to connect.

The table below describes the event source messages:

Event Type

Each session authentication goes through a number of events before being successful. The Event Type filter can therefore be particularly useful if you need to find a particular event – for example review the RADIUS Accepts for a particular MAC address.

• Click on the … icon to display more details regarding an event:
  

Note

Some information from log above has been redacted for privacy reasons.

PMS Charges

PMS Charges in the left-hand menu displays a list of all charges made through the PMS user journey for guest purchases of paid Wi-Fi plans. The page includes details such as Timestamp, Room Number, Charge Description, Amount, Status and Failure Details only if relevant).

Warning

This page is only visible if the PMS module has been deployed and integrated with your property. If you do not see this option in the menu, contact your system administrator or support team to confirm whether the PMS module is enabled.