TROUBLESHOOTING

Common Errors

Authentication Failures "Incorrect Password" - Verify the customer's password in the dashboard - Check for case sensitivity in username - Ensure the username doesn't have extra characters "Missing Username" - RADIUS request didn't include a username - Check MikroTik RADIUS client configuration - Verify the PPPoE or Hotspot profile is correct "Subscription Expired" - Customer's subscription has expired - Process payment to renew - Check the expiry date in the customer profile Accounting Issues Sessions Not Showing 1. Verify RADIUS is configured on the MikroTik: /radius print 2. Check accounting is enabled: /radius incoming print 3. Verify the router can reach the RADIUS server 4. Check firewall isn't blocking UDP ports 1812/1813 Duplicate Sessions - Use the Clear Stale Sessions button in the dashboard - This removes duplicate sessions, keeping only the most recent per user - The cron job also handles this automatically Session Not Stopping - The MikroTik may not be sending Accounting-Stop packets - Use the Disconnect button to force termination - Check the router's RADIUS configuration Connection Issues "No Active Sessions Found" - No users are currently connected - Verify the router is online - Check that customers are actually trying to connect RADIUS Timeout - Router can't reach our server - Check WireGuard tunnel status - Verify network connectivity - 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.

MikroTik Configuration Tips

Best Practices Before Provisioning 1. Backup your current config — Always backup before running the provisioning script 2. Reset if needed — For a clean setup, use /system reset-configuration 3. Update RouterOS — Use the latest stable version After Provisioning 1. Verify RADIUS — Check that RADIUS clients are configured: /radius print /radius incoming print 2. Check WireGuard — Verify the tunnel is up: /interface wireguard peers print 3. Test authentication — Try connecting a test user Common MikroTik Commands # Check active PPPoE sessions /interface pppoe-server print # Check active hotspot users /ip hotspot active print # View RADIUS statistics /radius print stats # Check system resources /system resource print # View logs in real-time /log print follow # Test RADIUS authentication /tool radius authenticate <username> <password> <service> Performance Optimization Queue Management - Use PCQ for fair bandwidth distribution - Set appropriate queue sizes - Monitor queue usage regularly Firewall Rules - Keep rules minimal for better performance - Use connection tracking wisely - Place frequently matched rules first Logging - Limit log topics to avoid disk wear - Set log rotation - Monitor log size regularly

Billing Issues

Payment Not Reflecting If a customer paid but their subscription isn't updated: 1. Check the transaction — Go to Revenue Hub and search for the transaction reference 2. Verify webhook — Check if the payment gateway sent a webhook 3. Manual update — If the webhook failed, you can manually extend the subscription from the customer profile 4. Check gateway logs — Verify the payment was successful on the gateway side Common Issues "Payment Successful But Service Not Restored" 1. Check if the webhook URL is configured correctly in your gateway dashboard 2. Verify the webhook endpoint is accessible 3. Check the transaction status in Revenue Hub 4. Manually activate the customer if needed "Customer Can't Pay" 1. Verify the payment gateway is configured correctly 2. Check if the gateway is in test mode 3. Ensure the customer has the correct portal URL 4. Try generating a payment link manually "Duplicate Charges" 1. Check the transaction log for duplicate entries 2. Verify the webhook idempotency handling 3. Contact support if needed Manual Adjustments From the customer profile, you can: - Extend Subscription — Add days manually - Adjust Balance — Credit or debit the account - Mark Payment Received — Record cash/offline payments - Void Transaction — Reverse an incorrect payment