The sign-in page does not open or the guest cannot browse
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Almost every problem comes from a UniFi hotspot setting or from the connection between Captive Portal and the console. Start from the symptom.
The sign-in page does not appear
In UniFi, in the Landing Page, Show Landing Page must be on.
captive.sostolabs.commust be in Pre-Authorization Allowances, otherwise the phone cannot reach the page before it is authorized.Check that the guest network firewall does not block DNS or Internet traffic before sign-in.
The phone shows a certificate warning
The redirect uses an IP address instead of the host name: in UniFi, turn on Domain and enter the site’s domain, without https://. See Set up the UniFi hotspot.
A message appears instead of the sign-in page
Message | Cause |
|---|---|
Service unavailable | The domain entered in UniFi is missing, wrong or old (for example after regenerating the token): copy it again from Sites → site → Guest access (UniFi). The same message appears if the portal is suspended, for example because of an unpaid subscription. |
Service temporarily unavailable | The site’s guest access is suspended: resume it from Sites → site → Resume guest access. |
Network at capacity | The maximum number of guests connected at the same time allowed by the plan has been reached: guests already connected keep browsing. |
The guest signs in but cannot browse
In UniFi, Encrypted URL must be off: this is the most frequent cause.
Captive Portal must reach the console to authorize the guest: run the test in Sites → site → Run test. If it fails, check the port forwarding: see Connect Captive Portal to your UniFi console.
With a sponsor, approval only works if the guest’s phone is still connected to the Wi‑Fi.
Still stuck? Open a ticket in your customer area, with the portal and the site.
Frequently asked questions
Are connected guests disconnected if the portal is suspended?
No. Guests already authorized stay connected until their access expires; new guests cannot sign in.