Common problems
Most “problems” in the first days are default settings or router settings, not a broken system. Find the symptom and do what it says.
| Symptom | Likely cause | What to do |
|---|---|---|
| One subscriber cannot connect | Varies | Connection check |
| No subscriber on one router can connect | Router disabled, wrong shared secret, or wrong source IP | Check live RADIUS status under NAS / Routers |
| Subscribers connect but no speed limit is applied | The system is in observe mode | Observe and enforce mode |
| Online on the router, offline in the panel | Accounting is off on the router | MikroTik setup → accounting |
| Suspension or quota exhaustion does not disconnect | Remote disconnect not set up, or observe mode | Quota and suspension |
| Quota disconnects a little late | Quota is counted from the router’s periodic reports | Normal; see Quota and suspension |
| Sessions are “Incomplete” or “Stale” | The router’s clock differs from the server, or the router link is down | Set the router clock with NTP; check the link |
| The traffic chart is low or zero | Accounting is behind or data is incomplete | Read the message above the chart — Sessions and usage |
| Activation or renewal fails: “Insufficient customer credit” | The payment has not been recorded | Record a payment or renew on credit |
| Renew on credit is unavailable | Overdue debt, no credit limit, or limit used up | Renew on credit and credit limits |
| “This record changed while you were working” | A colleague changed the same record at the same time | Refresh, review, and save again |
| The panel does not accept changes | The panel was opened through an address other than the installed one | Open the panel exactly at the address the Farava team gave you |
| A staff member cannot see a menu | Their role does not allow it | Staff and roles |
| Branch or reseller staff cannot sign in | Unit staff sign-in has not been turned on yet | Contact the Farava team — see Branches and resellers |
| A customer cannot sign in to the portal | Portal access not enabled, temporary password, or no HTTPS address | Customer portal |
Before contacting the Farava team
Section titled “Before contacting the Farava team”Have this ready so the problem is solved faster:
- what you expected and what you saw, with the exact time;
- the subscriber’s username and the router name;
- whether it is one subscriber or everyone;
- a screenshot of Connection check or Connection attempts.
Never send subscriber passwords, router shared secrets, or staff passwords in messages or screenshots.