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 — LED should be solid green
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://captifi.io (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.

Device Showing Solid Red LED

Symptom: LED is solid red — no internet connection.

Fixes:

1. Check Ethernet cable is firmly plugged in at both ends
2. Verify PoE injector is powered on
3. Try a different Ethernet port on your router
4. Test router internet by connecting a laptop to the same port
5. Check if your firewall is blocking outbound ports 443 (HTTPS) or 1194 (VPN/UDP)

Device Stuck on Purple

Symptom: LED stays solid purple and won't turn green.

Meaning: The device is waiting to be enrolled.

Fix:

1. Log in to app.captifi.io
2. Go to Settings → Devices
3. Click Add Device
4. Enter your Device PIN
5. Click Enroll

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. Ensure the CaptiFi device has a solid green LED
4. Try rebooting the CaptiFi device (quick press of reset button)

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 (device limit varies by plan)

Dashboard Not Showing Logins

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

Fixes:

1. Verify device LED is solid green
2. Check the date/time filter in the dashboard
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 Support: app.captifi.io