UniFi - Troubleshooting Guest Portal Redirection


Overview


This article provides troubleshooting steps to solve issues where guest users are not being redirected to the Guest Portal. Read more about UniFi's Guest Portal in the UniFi User Guide, Chapter 3: Using the UniFi Controller Software, section Settings > Guest Control (page 37 in the current version).


Table of Contents


  1. Introduction
  2. Troubleshooting Steps
  3. Related Articles

Introduction


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Issues can arise for guest client devices that are not redirected to the guest portal. Typically, under normal operation, the guest portal redirection process would go as follows:

  1. A guest client device joins the wireless network. 
  2. The client would then request a webpage.
  3. The UniFi Access Point returns the address of the guest portal. 
  4. The guest client is able to access the guest portal webpage hosted by the UniFi Controller or 3rd-party service. 
  5. At this point, various authentication methods may be used to grant a client access to the network.

guestportal.png


Troubleshooting Steps


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1. Verify that the UniFi Controller or 3rd party guest portal services are active.

2. Verify that Guest Policies are enabled on WLAN (SSID).

Navigate to Settings > Wireless Networks > Click Edit or Create New to configure a specific wireless network. Ensure that the box for Apply guest policies has been checked for the desired guest wireless network.

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3. Ensure that the host client has IP/DNS parameters.

To verify an IP address and DNS server have been offered by the network's DHCP server follow the steps below.

Android

1. Navigate to Settings > WiFi > Current Network Settings (may be a cog wheel).

2. An IP address listing can be found under this menu.

iOS

1. Navigate to Settings > WiFi 

2. Select currently connected network to view IP address information.

macOS

1. Open System Preferences.

2. Select Network.

3. Locate the wireless adapter and click the Advanced button.

4. Locate the TCP/IP button to verify IP configuration/status.

5. Locate the DNS button to verify DNS configuration/status.

Debian-based Linux

1. Open terminal

2. Type ifconfig

3. Locate the wireless adapter to view IP status.

Windows

1. Open command prompt or PowerShell by right clicking on the windows icon (start icon) and selecting either command prompt or PowerShell.

2. Type ipconfig.

3. Locate the wireless adapter to view IP status.

4. Verify that DNS is set on the Access Point (AP).

Make sure that a "preferred DNS" server has been configured on the AP. 

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5. Make sure the Pre-Authorization Access (ACLs) is configured correctly.

Navigate to Settings > Guest Control > Access Control to verify that access through the guest network is enabled for the guest portal's hostname or IP address.

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6. Verify that port 8880(HTTP) or 8843(HTTPS) is open to the UniFi Controller host.

Ensure that the ports that are used for the UniFi Controller guest portal are not blocked at any point between the guest client and Controller host. See the following article for a comprehensive list of ports used by the UniFi Controller: UniFi - Ports Used

7. Make sure that port 8880(HTTP) or 8843(HTTPS) is not being used by another program.

Verify that the UniFi Controller host does not have another program using ports 8880 or 8843. This can easily be done with the netstat command in the command prompt or terminal.

Windows (External Link: netstat manual)

netstat -a

macOS 

netstat -a | grep -i listen

Linux

netstat --listen

If there is an overlapping service please see the following article on how to change ports for the UniFi Controller: UniFi - Changing Default Ports for Controller and UAPs.

8. Use tcpdump on the UniFi Access Point.

Ensure that bi-directional traffic between the guest client device and the controller is passing correctly.

CLI: Access the command line interface (CLI). You can do this using the Debugging Terminal button under device tools in the GUI or by using a program such as PuTTY.

Filter by port:

sudo tcpdump -npi eth0 port 8880 or port 8843

Filter by client IP or controller IP:

sudo tcpdump -npi eth0 host IP_Address_Here

If there is no traffic to and from the guest portal host there may be a firewall in between blocking the traffic. Ensure that this is not the case and proceed.

9. Disable host-based firewall on the Controller host.

UniFi's Cloud Keys do not have a firewall enabled, but some OS's have built-in host firewalls that may need settings altered. Please see documentation for those devices to learn how to disable their firewall.

10. Reboot the client device.

11. Reach out to the UniFi Community.

If these steps do not resolve the issue, the problem might be specific to other elements of your setup. Please post on our Community and include all the details of your deployment in order to reach thousands of experts with real-life experience in deployments with third party components.


Related Articles


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UniFi - Wireless Guest Network Setup

UniFi - Guest Portal and Hotspot System


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