Authentication Failures
"Incorrect Password"
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Verify the customer's password in the dashboard
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Check for case sensitivity in username
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Ensure the username doesn't have extra characters
"Missing Username"
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RADIUS request didn't include a username
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Check MikroTik RADIUS client configuration
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Verify the PPPoE or Hotspot profile is correct
"Subscription Expired"
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Customer's subscription has expired
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Process payment to renew
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Check the expiry date in the customer profile
Accounting Issues
Sessions Not Showing
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Verify RADIUS is configured on the MikroTik:
/radius print -
Check accounting is enabled:
/radius incoming print -
Verify the router can reach the RADIUS server
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Check firewall isn't blocking UDP ports 1812/1813
Duplicate Sessions
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Use the Clear Stale Sessions button in the dashboard
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This removes duplicate sessions, keeping only the most recent per user
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The cron job also handles this automatically
Session Not Stopping
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The MikroTik may not be sending Accounting-Stop packets
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Use the Disconnect button to force termination
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Check the router's RADIUS configuration
Connection Issues
"No Active Sessions Found"
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No users are currently connected
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Verify the router is online
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Check that customers are actually trying to connect
RADIUS Timeout
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Router can't reach our server
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Check WireGuard tunnel status
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Verify network connectivity
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Check firewall rules
Mikrotik Router Issues
"device mode not allowed""
If the device reports "device mode not allowed", open the MikroTik terminal and run /system/device-mode update mode=advanced, unplug the power cord for 10 seconds, then restore power before retrying the provisioning command.