Troubleshooting Captive Portal Login Failures

Overview

This article provides a step-by-step guide for assisting members who are unable to log in to the Wi-Fi captive portal. This process is used to resolve common errors such as "Authentication Failed," "Error 500," or when a member's credentials are not accepted.

Initial Triage: Quick Checks

Before proceeding with the detailed steps, perform these quick checks with the member. These often resolve the most common issues.

• Credential Source: Confirm if the member's isofy credentials matches their workspace management platform credentials (e.g., OfficeRnD, Nexudus, Deskworks). 

• Spelling and Typos: Ask the member to carefully re-type their email and password.

• Caps Lock: Remind the member that passwords are case-sensitive and to ensure the Caps Lock key is turned off.
  
  

If the issue persists, follow the troubleshooting steps below.

Step-by-Step Troubleshooting Flow

Step 1: Confirm User's Email and Integration Status (For sites with Workspace Management Integration)

First, verify the member's account details in the third-party management platform used by the location.

1. Ask the member for the email address they are using to log in.

2. Log in to the location's management platform (Deskworks, Nexudus, or OfficeRnD).

3. Search for the member using their email address and confirm that the spelling matches what they provided.

4. While in the platform, verify their account status. The account must be Active.

Step 2: Guide Member to Self-Service Password Reset 

The member may have simply forgotten their password.

1. Direct the member to the captive portal login page.

2. Instruct them to click the "Forgot Password?" button.

3. Advise them to check their email inbox (including the spam/junk folder) for the reset link.
   

Step 3: Instruct Member to Whitelist isofy Email I

f the member does not receive the password reset email, their mail service may be blocking it. All automated emails, including password resets and account invitations, are sent from no-reply@isofy.net.

1. Instruct the member to add no-reply@isofy.net to their email contacts or create a filter to "whitelist" or "safelist" the address.

2. This action tells their email provider to trust messages from this address, preventing them from being blocked or sent to spam.

3. Once the member confirms they have whitelisted the address, proceed to the next step to send a new email.

Step 4: Manually Reset Password from Admin Dashboard 

If the member does not receive the self-service password reset email after several minutes, you can trigger it for them.

1. In the user's profile within the isofy admin dashboard, click the option to Send Password Reset Link.

2. This will send a new password reset link to their verified email. Ask the member to check their inbox again.

Step 5: Re-send isofy Account Invitation 

If the member still does not receive the password reset email, re-sending the invitation will resolve any underlying account setup issues.

1. In the user's profile within the isofy admin dashboard, click the envelope icon.

2. Inform the member that they will receive a new invitation email to set up their account.

3. Important: Advise them that this will invalidate their old password, and they must complete the setup through the new invitation link to create a new password and log in.

If the member is still unable to log in after re-sending the invitation and setting a new password, please contact Support for further investigation.