The problem with the front desk is not that it's the most visible thing when the authentication system gets online."The guests said WiFi was fine."But the guests are asking with their phone."Why can't my net be connected?"These problems are regular and limited, mostly because they're not processed in clean detail before being online.
SMS code's not working.
This is the most common complaint in SMS authentication mode.
The reasons are often several: SMS channels have selected a single operator and fail to send when the operator encounters traffic congestion or malfunction; SMS is judged automatically to be spam by the mobile system; some virtual sections do not support receiving SMS with authentication codes.
The solution is to configure multiple operators with redundant SMS channels, and the main channel automatically switches back-up. At the same time, add a reminder on the authentication page that guests can click re-send if they do not receive a valid code within 60 seconds, reducing their clients’ failure to know that they will be able to re-remitt. Virtual segment problems can block or hint at the system level, reducing invalid authentication requests.
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The guests were connected to WiFi, and nothing came out of the screen of their cell phone, thinking there was a problem with the Internet, but Portal page did not.
The client uses iOS devices, which are different from the mechanism of Portal window triggers in Apple, sometimes needs to manually open a browser to enter any site before he jumps to the authentication page. If the system does not give a hint when connected, the guest can easily get confused.
Another is that the client's cell phone has been connected to this WiFi (or MAC address with a history in the system) and the authentication status is not properly cleared, resulting in the non-playing of pages. Another is DNS resolution, where the certification system Portal relies heavily on DNS for targeting, which fails if the customer's mobile phone DNS is set abnormally.
Response: If the authentication page is not available, either a notification note is sent at the same time as the WiFi connection has been successfully connected or a standard screening process is provided to the front desk (first step: open browsers for any site; second step: check if mobile phones have intercept settings) to reduce complaints that result from clients not operating.
Top box, IPTV is broken.
When the authentication system was online, the top box or IPTV in the guest room suddenly went out of use and the front desk received a call from the guest.——The reasons for this are almost identical: the dumb terminal equipment is not pre-listed in white.
The certification system treats all equipment equally, and without a white list, the top box, IPTV, smart door locks, etc. are similarly intercepted outside the authentication wall, without the ability to pop windows and enter the code, which immediately breaks the network.
This problem can be avoided before you go online. Before you do the construction, you should take an inventory of all dumb terminal equipment in the hotel, and put the MAC address on a white list of certification systems that will be released directly without authentication processes.
Two people in the same room, one offline.
If the system defaults to allow only one terminal, the second device will be turned off. This is a common experience for two-person guest rooms.
The processing is the adjustment of the number of concurrent terminals allowed for each account in the authentication system, usually set at 2-3 units that are reasonable and cover mobile phones plus notebooks. If you want to use PMS as a certification, you can manage and distribute them by room numbers, which allow multiple devices to be online simultaneously.
The original account number will be online after check-in.
These are not complaints, but there are gaps in compliance: guests have checked out, but the account numbers in the certification system remain valid and if the next guest is picked up or guessed, they can be accessed using the previous customer ' s authentication identity, and the logs are linked to the previous client.
The solution is to synchronize the authentication system with PMS real time: PMS check-out status to the certification system, and exit action triggers automatic decomposition of account rights. This requires a high degree of compliance for PMS interfaces, which require stable interfaces, real time synchronization, and no delay window period. If authentication is text message authentication instead of PMS docking, an Internet valid date can be set up to relate to the occupancy length, e.g. 24 hours maturity, which requires recertification.
The connection is slow. The client feels that authentication is a problem.
It's not exactly a question of certification, it's about the bandwidth of the network itself. But guests often feel that"The net's slowing down after the certification."Linked to the certification system, the front desk is easy to take.
The authentication system can set up a ceiling on the up/down speed of each account, and sometimes the operating classmates fail to pay attention to limiting all accounts too low, making WiFi slow throughout the hotel. Check whether the speed strategy is reasonable and whether there are too strict limits for an SSID or a particular account number, so that this problem can be solved by adjusting configuration without hardware.