Network Troubleshooting
Advanced network diagnostics for when basic troubleshooting doesn't resolve the issue.
Required Network Access
The CaptiFi device needs outbound access to:
| Service | Port | Protocol | Domain |
|---|---|---|---|
| HTTPS | 443 | TCP | app.captifi.io |
| VPN | 1194 | UDP | vpn.captifi.io |
| DNS | 53 | UDP/TCP | Any DNS server |
| NTP | 123 | UDP | pool.ntp.org |
Firewall Check
If your venue has a managed firewall, ensure these ports are open for outbound traffic. This is the most common cause of "solid red LED" issues in corporate or hotel environments.
Checking Connectivity
From your router
- Can you access the internet from other devices?
- Is DHCP enabled?
- Is the Ethernet port the CaptiFi device is connected to active?
Physical checks
- Are all Ethernet cables firmly connected?
- Is the PoE injector powered on (check indicator light)?
- Try swapping the Ethernet cable
- Try a different port on your router/switch
Common Network Issues
Double NAT
If your CaptiFi device is behind two routers (e.g., ISP router + venue router), it may have trouble establishing the VPN.
Fix: Put the inner router in bridge mode, or configure port forwarding for UDP 1194.
VLAN Isolation
Some managed networks use VLANs that prevent the CaptiFi device from reaching the internet.
Fix: Ensure the port the CaptiFi device is on has internet access (not isolated to a guest VLAN without uplink).
MAC Filtering
Some networks only allow approved MAC addresses.
Fix: Add the CaptiFi device's MAC address to your allow list. The MAC address is printed on the device label.
Captive Portal Conflicts
If your network already has a captive portal (e.g., hotel network), it may interfere with CaptiFi.
Fix: Connect the CaptiFi device to a port that bypasses any existing captive portal.
Still Stuck?
Contact support with:
- Device LED colour
- Router brand/model
- Whether the venue has managed IT/firewall
- Any error messages in the CaptiFi dashboard
Email: hello@captifi.io