Technical Documentation
Troubleshooting
Common issues and their fixes — organized by symptom.
Common issues and their fixes — organized by symptom.
01NAS & RADIUS
- NAS not authenticating — verify the RADIUS shared secret and that the NAS IP matches the NAS entry in the panel.
- Requests not reaching the server — check firewall rules for UDP 1812/1813 toward the server, and the router's RADIUS server address.
- Intermittent rejects — confirm clock sync between NAS and server; large skew distorts time-based checks.
02Sessions & accounting
- Users not disconnected on expiry — enable CoA/Disconnect on the router (MikroTik: "radius incoming").
- Missing accounting data — check interim-update interval on the NAS and firewall rules for UDP 1813.
- Subscribers show online after disconnect — Stop record never arrived; verify interim/stop delivery and NAS stability.
- Wrong speed applied — check the package→profile mapping and that the NAS honors the authorization attributes.
03PPPoE & hotspot
- PPPoE auth failure on the client — check account state (expired/suspended), credentials, and NAS entry.
- Hotspot captive portal not appearing — verify the router hotspot profile uses RADIUS and that DNS/redirect works before auth.
- Voucher rejected — check voucher status (used/expired), package mode and NAS association.
04Billing & vouchers
- Paid subscriber still suspended — confirm the payment record landed and the reactivation rule ran.
- Voucher sold but not working — verify status in voucher inventory and the reseller sale record.
05Licensing & updates
- License issue after a hardware change — use license migration or contact support with your license key.
- Update problems — retry the built-in update channel; restore from backup before a repeated attempt.
06Getting help
- Email: [email protected] · WhatsApp: +62 895-0301-3500.
- 24/7 support is included on every plan including the free tier.
- Have ready: your license key, server/NAS IPs, the subscriber account, and the approximate time of the failure.