Embedded Files
Have the guest chose Registered Guest as the payment method, then enter their room number, and last name of the person the room was registered under, then hit Continue
Have the guest chose Registered Guest as the payment method, then enter their room number, and last name of the person the room was registered under, then hit Continue
Error Messages
Error Messages
Registration Package Required
Registration Package Required
This is because the guest did not choose an internet package. If the guest does not see the drop down to pick a package, have them reload the page, then wait 1-2 minutes, and it will load.
In Solutions Center, click Add Intent > Troubleshoot HN, then pick Seeing an error message, and continue troubleshooting in Solutions Center
Name/Room/Guest Record not Found
Name/Room/Guest Record not Found
In Solutions Center, click Add Intent > Troubleshoot HN, then pick Unable to register for WiFi, and continue troubleshooting in Solutions Center
Solutions Center will load the information for that guests room. Use this information to verify:
The guest is entering the room number exactly as shown in Solutions Center
The guest is entering the name exactly as shown in Solutions Center
Remember, that the name in Solutions Center will always be the first word only so for example:
"DE MAIRA ROBERT" should enter simply "DE"
however, "LOPEZ-VIVAR STEPHANI" should enter "LOPEZ-VIVAR"
If for some reason, Solutions Center does not load the guests information, look them up in JTools instead.
If you have verified all of the above, but this error continues, click the Manually Register Guest button in Solutions Center
Check out the HN Help page for help finding the MAC Address on devices
If Solutions Center fails to manually register the device, refer to Manual Registration for help registering the device manually on the Flex Server
Authentication Failed
Authentication Failed
In Solutions Center, click Add Intent > Troubleshoot HN, then pick Unable to register for WiFi, and continue troubleshooting in Solutions Center
Solutions Center will load the information for that guests room. Use this information to verify:
The guest is entering the room number exactly as shown in Solutions Center
The guest is entering the name exactly as shown in Solutions Center
Remember, that the name in Solutions Center will always be the first word only so for example:
"DE MAIRA ROBERT" should enter simply "DE"
however, "LOPEZ-VIVAR STEPHANI" should enter "LOPEZ-VIVAR"
If for some reason, Solutions Center does not load the guests information, look them up in JTools instead.
If you have verified all of the above, but this error continues, click the Manually Register Guest button in Solutions Center
Check out the HN Help page for help finding the MAC Address on devices
If Solutions Center fails to manually register the device, refer to Manual Registration for help registering the device manually on the Flex Server
Charges not Allowed
Charges not Allowed
In Solutions Center, click Add Intent > Troubleshoot HN, then pick Seeing an error message, and continue troubleshooting in Solutions Center
Solutions Center will load the information for that guests room. Use this information to verify:
Permissions is set to Yes
If permissions is No, this is typically because no card has been put on file at the front desk. Ask the guest if they have put a card on file, if not they will need to do so.
If you have verified the permissions are on, but this error continues, click the Resolve Registration Errors button in Solutions Center, and continue troubleshooting. Afterwards, have the guest try one more time. If they are still unable to login, click the Manually Register Guest button in Solutions Center
Check out the HN Help page for help finding the MAC Address on devices
If Solutions Center fails to manually register the device, refer to Manual Registration for help registering the device manually on the Flex Server
Basic Package Missing / Only Premium Packages Available
Basic Package Missing / Only Premium Packages Available
Try to have the guest access a different website. If...
The new website loads normally...
Everything is working! They only saw the premium option before because the device is already under the basic package.
The login page loads again, and the basic package is still missing...
The guest has already reached the maximum number of devices allowed to the room under the basic package. You can view these devices under the Flex Server by searching for the guests room number under the Service Location Name filter.
If the guest wants to register different devices to the network, you can unregister these devices from the Flex Server, and the guest will be able to register the devices they want again in the Flex Server.
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