Troubleshooting Ruijie AP + Ruijie Cloud Authentication Failures

1. Portal Page Not Pop Up

1.1 Issue Description

The portal page does not pop up in Ruijie Cloud authentication scenario.

1.2 Cause Analysis

1. The client fails to obtain an IP address.

2. The portal server is unreachable by the client.

3. The portal page pop-up is blocked by the client.

4. The authentication configurations on Ruijie Cloud are not synchronized to the Ruijie AP.

1.3 Solutions

1.3.1 Client Failed to Obtain an IP Address

Check if the client receives an IP address after connecting to the SSID. If not, see Troubleshooting Client Association Failures.

1.3.2 Portal Server Unreachable or Port Not Accessible

1. Ping the portal server domain name to check if the portal server is reachable. If no, perform the following checks:

• Check the connectivity from the client network to the Internet.

• Check the DNS settings on the client and connectivity from the client to the DNS server.

2. Check whether TCP ports 80 (HTTP) and 443 (HTTPS) between the client and the portal server are accessible. Run the show ip f f | i xxxxx (client IP address) command on the AP to check session information and verify if the packet count between the server and the client is increasing.

1.3.3 Portal Page Pop-Up Blocked by the Client

Troubleshoot steps:

• Enter any IP address, for example, 4.4.4.4, and check if the authentication page pops up. You are advised to test this function on a PC. Check whether a redirected URL is displayed in the browser.

• Use another client device for testing. If the issue occurs only on a specific client, it may be due to restrictions on that client.

Solution: Check if the client has pop-up blocking enabled. The following uses an iPhone as an example.

1.3.4 Cloud Authentication Configurations Not Synchronized to Ruijie AP

Check if authentication configurations are correctly synchronized to the Ruijie AP. If no, see Troubleshooting Ruijie Cloud Configuration Synchronization Failures.

AP configuration example (cloud authentication only):

SQL
!
http redirect port 443
web-auth acct-update-interval 1
web-auth sta-perception enable
web-auth sta-preemption enable
!
web-auth template wifidog_1 wifidog
 ip 35.190.54.251
 nas-ip 1.2.3.4
 url http://portal.ruijienetworks.com/auth/wifidogAuth
 redirect js
!
wlansec 1
 web-auth portal wifidog_1
 webauth
!

Portal Page Errors

2.1 Issue Description

In the Ruijie Cloud authentication scenario, a portal page error occurs.

2.2 Cause Analysis

Client DNS error. The domain name of the portal server cannot be resolved.

The portal server address on the AP is incorrect.

The authentication configurations are not synchronized to the portal server.

2.3. Solution

2.3.1 Client DNS Error: Portal Server Domain Name Cannot be Resolved

Ping the domain name of the portal server. Check if the address parsed by the server is the portal server IP address in the corresponding area.

Two portal servers are available for captive portal authentication on Ruijie Cloud:

Address of the AS Cloud server: portal.ruijienetworks.com ip:35.190.54.251

Address of the EU Cloud server: portal-eu.ruijienetworks.com ip:18.199.19.66

The EU server is shared by other regions, such as the US and the Middle East.

Devices connected to the AS Cloud should use the AS portal server, while devices connected to the EU Cloud, US Cloud, or ME Cloud should use the EU server. If a device connects to a cloud that does not match the server, an error may occur.

A parse error may occur due to the following causes:

1. The DNS server is incorrectly configured.

2. The public address becomes the address of another region due to the use of a VPN.

Solution: Specify the correct portal server address on the device.

2.3.2 Incorrect Portal Server Address of the AP

The portal server configuration on the AP is incorrect, or the portal URL delivered by the cloud is incorrect, resulting in an incorrect redirected portal address. For details about troubleshooting steps and solutions, see 2.3.1.

2.3.3 Authentication Configurations Not Synchronized to the Portal Server

After portal authentication is configured on Ruijie Cloud, the configuration is automatically synchronized to the portal server. However, there are times when this synchronization fails, which can lead to errors during client authentication.

Solution: Delete all authentication configurations, and reconfigure them for synchronization.