Common Issues

Quick fixes for the most frequently reported problems.

Splash Page Not Appearing

Symptom: Guests connect to WiFi but don't see the login page.

Fixes:

1. Check device status — it should show Online in your dashboard under My Locations
2. Try a different device — some browsers cache WiFi portals
3. Clear browser cache on the test device
4. Disable VPN on the test device (VPNs bypass captive portals)
5. Try navigating to http://example.com (non-HTTPS) to trigger the portal

iOS Devices

iPhones and iPads should auto-detect the captive portal. If not, open Safari and visit any HTTP website. If iOS shows a "Cannot Verify Server Identity" warning, see Network Troubleshooting.

Device Showing Offline

Symptom: Your dashboard shows the device as Offline (red).

Fixes:

1. Check the Ethernet cable is firmly plugged in at both ends
2. Confirm the device has power (LED is lit)
3. Try a different Ethernet port on your router
4. Test the router's internet by connecting a laptop to the same port
5. Check if your firewall is blocking outbound TCP 443 (HTTPS) or UDP 51820 (WireGuard) — see Network Troubleshooting

Device Not Activating

Symptom: You've plugged the device in but can't complete activation.

Fixes:

1. Wait a full 2 minutes after power-on — the light turns solid purple when the device is ready to be activated
2. Connect your phone or laptop to the device's setup WiFi network (CaptiFi Setup) — the activation page opens automatically (or visit any website to trigger it)
3. Enter the 8-digit PIN exactly as it appears in your welcome email or on your dashboard
4. Make sure the device's Ethernet cable is connected so it can reach the internet
5. If the PIN keeps being rejected, contact support

Guests Can't Get Online After Login

Symptom: Guests see the splash page and log in, but have no internet.

Fixes:

1. Check your router's internet connection
2. Verify DHCP is enabled on your router
3. Confirm the device shows Online in your dashboard
4. Power-cycle the CaptiFi device (unplug for 10 seconds, plug back in)
5. Using your own hardware (UniFi, Omada, Aruba, Ruckus, Cisco)? Check the walled garden and authorisation settings in the relevant setup guide

Slow WiFi Speeds

Symptom: Guest WiFi is noticeably slow.

Fixes:

1. Check your internet speed at the router (speed test)
2. Move the CaptiFi device to a more central location
3. Reduce interference (distance from microwaves, thick walls)
4. Check how many devices are connected under WiFi Access Points in your dashboard

Dashboard Not Showing Logins

Symptom: Guests are connecting but logins don't appear in the dashboard.

Fixes:

1. Verify the device shows Online
2. Check the date and venue filters on Guest Visits
3. Wait 1-2 minutes — there can be a short delay
4. Try logging in yourself as a test

Need More Help?

• Email: hello@captifi.io
• Live Chat: Available on captifi.io
• Dashboard: my.captifi.io → Help & Support