Splash
When I connect to the access point I get the “Oops page”
- Verify that the MAC address of the access point has been added to your Cloud4Wi account
- Verify that the MAC address is correct
- If the problem persists, please copy the URL of the “Oops page” and forward it to the Support Team by opening a ticket
When I connect to the access point, the Splash Page is very slow
- First, perform a speed test on your network to check if the problem is related to your Internet connection performances
- Make sure that your uploaded media and images are not bigger than 200 KB
- Make sure that you added in the walled garden all the required entries based on the capabilities that you configured.
Check the full list of requirements here: Enabling the CDN.
To identify resources that may not be opened in the walled garden you can refer to this guide. - If in your custom CSS file you set some references to external resources (such as a background image URL), please make sure that the walled garden on your access point is configured to properly show them.
When users attempt to log in by using social network access data, no page is loaded
Make sure you added to the walled garden all the entries required to enable the specific social network. You can find the full list here: Walled garden for the Social Login (websites/domains to open).
Users receive a "Password check failed" error on the Splash Page, even when providing the correct credentials or when no password is required. How do I fix this?
This error indicates a communication or cryptographic mismatch between your network hardware and the authentication server. To resolve this, check the following two common causes:
Mismatched RADIUS Shared Secret: Verify that the RADIUS shared secret configured on your Access Point or wireless controller exactly matches the one set in your Cloud4Wi dashboard. A mismatch here is the most common cause of this error, as it prevents the gateway from successfully validating authentication requests with our RADIUS servers.
Chillispot / CoovaChilli Firmware Limitations: If your gateway relies on Chillispot or CoovaChilli firmware, this issue may stem from a known limitation in how these specific firmwares handle security handshakes using the CHAP protocol.
When trying to log in via Facebook, the Facebook login page appears with no style applied (unstyled text/HTML). How do I fix this?
This visual issue typically occurs for one of two reasons:
Incomplete Walled Garden configuration: The underlying Wi-Fi controller or gateway is blocking the domains where Facebook hosts its CSS stylesheets and visual assets. To resolve this, ensure your network's whitelists are fully updated according to our Walled garden for the Social Login (websites/domains to open article.
macOS CNA Browser Limitation: There is a known, platform-wide limitation with the Apple Captive Network Assistant (the automatic mini-browser that pops up on MacBooks). The CNA browser may fail to render external Facebook CSS properly. In these instances, users can bypass the mini-browser and log in normally using a standard browser like Safari or Chrome.
I can see the Splash Page, but after logging in I get stuck in an infinite loop and keep returning to the portal. How do I fix this?
An infinite redirect loop typically indicates that while the user's device can successfully reach the Cloud4Wi hosted Splash Page, the local Access Point (AP) or wireless controller is failing to complete the authentication handshake backend.
To resolve this issue, check the following common technical culprits:
Firewall Restrictions (UDP Ports 1812/1813): Ensure that your corporate firewall is not blocking traffic to and from the Cloud4Wi RADIUS servers. You must explicitly allow traffic over UDP port 1812 (for Authentication) and UDP port 1813 (for Accounting).
RADIUS Parameter Typos: Review the configuration on your wireless controller or AP. Double-check the RADIUS server IP addresses and shared secrets. Even a minor typo or an accidental trailing space introduced during a copy-paste will cause the authentication exchange to drop silently.
Incorrect Splash Page URL: Verify that your network hardware is redirecting users to the exact, correct platform URL: https://splashportal.cloud4wi.com/
💡 Why this happens: If the AP sends an authentication request to Cloud4Wi but never receives a reply (due to blocked ports or a bad secret), it assumes the login failed and drops the user's device straight back into the unauthenticated captive portal state—creating the loop.
I cannot display the Splash page correctly, it looks like some content is missing
Probably it is a walled garden issue, some entries are missing in the whitelist.
Depending on the access point vendor/firmware are you using, you are strongly recommended to add the following entries:
- c4wstatic.cloud4wi.com
- c4wstaticjs.cloud4wi.com
or
- cloud4wi.com
or
- *.cloud4wi.com
If your access point does not allow you to enter domain names into the walled garden, then you have to add the following IP addresses:
- 50.18.178.180
- 54.248.102.194
- 54.246.86.254
- 46.137.206.166
- 54.232.119.5
- 54.253.118.101
When opening a browser, the Splash Page appears for a split second before immediately redirecting online. Why does this happen?
This is the expected behavior if Auto-Login is enabled for your network.
The platform instantly recognizes the returning device's MAC address and automatically processes the authentication backend, bypassing the need for manual credential entry.
If you want to disable or modify this behavior, review your configuration in the Cloud4Wi Dashboard:
Check the settings under your specific Login Profile assigned to that location) to verify if the Auto-Login feature is toggled on.
When users try to log in, they receive an error stating their "time policy has expired". How do I fix this?
This error occurs when a user's time allowance has run out and the system has no active rules to keep them online. To resolve this, verify the following settings in your dashboard:
Check the Location's Default Time Policy: Ensure you have configured a Default Time Policy in your Location settings. This is the fallback policy automatically assigned to new users when they sign up.
Verify the Policy Type: Make sure this default policy is set to Recurring. If it is a "One-Shot" policy, it will expire permanently once the initial time allowance is consumed, blocking the user from going online unless a new policy is manually assigned.
Review Group Policy Assignments (If Active): If you are using the Group Policies feature, check the group assigned to the user. Remember that if a user's Group Policy is set to Restricted — or if the Group Policies feature is completely inactive on your workspace — the platform relies strictly on the underlying Time Policy thresholds.
During their first login, users see a "Get Your Plan" message asking for a PIN and cannot get online. How do I fix it?
This page appears when the platform cannot automatically assign a network allowance to a newly registered user, forcing the portal to prompt them for a manual access code or prepaid PIN.
To resolve this, check your dashboard configuration:
Assign a Default Time Policy: Make sure that the venue's Location settings have an assigned Default Time Policy (still labeled as Internet Plan in some legacy areas). This policy is automatically granted to new users upon sign-up so they can browse instantly without needing a PIN.
Review Group Policy settings: If the user inherits a Group Policy that restricts access or requires an explicit validation fallback, the system will fall back to asking for a manual plan activation.
For step-by-step instructions, see the guide: Configuring a default Internet Plan for your location.
I’m not able to add a new Location on my account
Check if you reached the maximum number of licenses allowed.
Since it is mandatory to add at least one access point when adding a Location to your instance, the "Add" button will not be available if you reached the maximum number of licenses.
I get the following error message when accessing the Cloud4Wi Dashboard:
Bad Request
Your browser sent a request that this server could not understand.
Size of a request header field exceeds server limit.
Cookie
Apache/2.2.29 (Amazon) Server at appsc4w.cloud4wi.com Port 443
Clean your browser cache and cookies, then try again
Users are able to go online through the Splash Page but I can not see any data/statistics/online users on the Cloud4Wi Dashboard
- Check the RADIUS accounting parameters entered into your Access Point/Controller
- Check if there are firewall restrictions on your network, on UDP port 1813
If I search for Google in my browser, I'm not redirected to the Splash Page
Some access points do not correctly support the redirection to the Splash Page when the user enters an HTTPS URL. It will work fine if the end-user enters an HTTP URL.
This is a common behavior for many access points.
You can avoid this annoying issue by using the iOS CNA browser or Android CNA browser (push notification).
Spaces
I don’t see any data in the Analytics dashboards
This means the system is not receiving any data from your network devices, Access Points or Senses.
If you are using third-party access points, make sure you followed our guides on how to configure Presence and Heatmaps services. If you are still experiencing issues, please open a ticket in our Support Center.
The percentage of visits and passersby is very different than the one I expected
You have to check your Presence settings.
Read this article to get more details: Presence data settings.
Heatmaps are not correctly positioned on the floor plan map
Make sure you uploaded in your Cloud4Wi Cloud4Wi Dashboard the same floor plan map file that has been uploaded to the vendor location system, and that you entered the correct map width on the Cloud4Wi Dashboard.
Read this article to get more details: Adding and managing floors for Heatmaps (Location Analytics).
Data seems to be represented at the wrong time
First of all, make sure you properly configured the time zone in the International Settings section.
If your Locations are distributed in different time zones, make sure to set the correct time zone for each Location.
Compass
I don’t see visits in the user details
This means that the system is not receiving any data from your network devices, Access Points or Senses.
If you are using third-party access points, make sure you followed our guides on how to configure Presence and Heatmaps services. If you are still experiencing issues, please open a ticket in our Support Center.