Troubleshooting
If you are having issues, please follow the steps below. These steps have been tried and tested by several users, and by the last step, almost all problems have been resolved.
- Turn your Wi-Fi equipment off and on again. We really mean it, it's not a joke from IT Crowds.
- Check you have followed our documentation and configuration guide. 90% of issues are caused by incorrect configuration.
- Check your Walled Garden is up-to-date. If you use White-Label, don't forget to add your own domain.
- Check you use supported firmware.
If nothing seems to work, follow the instructions bellow.
How to contact Support Team?
Click on "Need Help" button you can see at your SOCIFI Dashboard or send us an email to support(o)socifi.com.
Information we need
SOCIFI Support Team is happy to help anytime however, we need to get all information from you about the issue. An email you are experiencing an issue with Wi-Fi is unfortunately not sufficient enough.
Make sure you provide us with the following information:
General information we always need | Must-Have | Helpful |
|---|---|---|
| Your Login ID (email). Do NOT share your password. SOCIFI never asks for your Dashboard password. |  | |
The brand name you're experiencing the issue with. | | |
The step-by-step description of the issue will allow us to simulate it in our lab. Note if you're able to replicate the issue or it occurs randomly. | | |
Hotspot / Access Point related issues | Must-Have | Helpful |
MAC Address of affected Hotspot. You can find MAC Address of your Wi-Fi equipment in the Dashboard under Hotspot tab. | | |
MAC Address of the device you're testing your Wi-Fi with. | | |
| Operating system & version of your device you're testing you Wi-Fi with. | | |
| Version of used browser of your device you're testing you Wi-Fi with |  | |
Your Public IP of your WAN. Visit http://whatismyipaddress.com/ from your mobile device connected to your Wi-Fi to get this IP address. | ||
Time you experienced the issue. As accurate as possible. | | |
Screenshot or video (ScreenRecord) would be very helpful and can speed up solving your issue a lot. | | |
Export of configuration file where applicable (e.g. Mikrotik) | | |
SOCIFI Customer Service Operating Hours
Business hours for support are from 8:00 am to 5:00 pm, Monday to Friday EST. (UTC -5:00).
When planning any major changes or deployments, please inform us in advance to get premium service you are looking for. With a minimum of 72-hour notice, we can accommodate most requests.