Troubleshooting Index

Fast diagnostic lookup directory and recovery paths for common network, billing, captive portal, and hardware symptoms.

Quick-reference directory for diagnosing and resolving common operational symptoms across your Nukta network.

Timers & Limits Behind Common Symptoms

Many apparent errors are simply standard security timers or rate limits functioning as designed. Check this table first before investigating further:

Symptom	Likely Cause	Resolution / Behavior
Portal verification code fails	OTP code expired after 10 minutes, or 5 invalid attempts reached.	Wait 15 minutes for the lockout window to expire, then request a fresh code.
Voucher PIN refused	10 incorrect voucher entries attempted.	Wait 15 minutes before re-entering the sanitized voucher code.
Portal says payment not seen	Checkout polling timed out after 2 minutes.	Verify transaction status under Finance → Payments before retrying payment.
Additional device cannot connect	Allowed devices limit on the package has been reached.	Upgrade the customer to a package with higher device limits.
Session appears stuck online	Router missed periodic RADIUS accounting updates.	The session is automatically reclassified as stale after missed reports.
Scheduled broadcast campaign late	Campaign scheduler runs on a periodic polling interval.	Scheduled messages dispatch within the current execution window.
Captive banner update not showing	Portal caches promotional creatives.	Captive portals refresh active promo creatives every 60 seconds.
Payout verification code rejected	Wallet OTP expired after 5 minutes.	Request a new withdrawal code (up to 3 codes per 15 minutes).

Cannot sign in or 2FA lost: Use recovery codes or follow the Account Settings & Security guide.
Missing sidebar menus or actions: Verify assigned team permissions under Organization Settings.
Customer credentials rejected: Inspect customer status and password under Customer Profiles.

Router offline or VPN disconnected: Re-run the generated configuration script from Connecting Routers.
No packages appear on captive portal: Verify package Availability is set to Live in Packages & Pricing and check router restrictions in Hotspot Captive Portal.
Voucher code rejected: Confirm batch status and expiry in Packages & Pricing.

Payment pending or callback delayed: Check payment gateway logs and webhook delivery under Payment Gateways.
Payment completed but customer remains offline: Verify customer account status and MAC binding in Customer Portal.
Invoice amount discrepancy: Review invoice line items and tax settings in Invoices.

SMS notifications not delivering: Check account balance and delivery logs in SMS Messaging.
Sender ID rejected: Review registered sender ID configuration in Messaging Providers.
Automated alert missing: Confirm event toggle and message template in Notifications & Templates.
Broadcast campaign not sending: Check audience filter criteria and scheduled delivery time in Broadcast Campaigns.

When an issue requires technical escalation to the Nukta support team:

Record Scope: Note whether the symptom affects a single customer, one specific router, or the entire network.
Note Identifiers: Record the exact Customer ID, Router ID, or Payment reference.
Capture Timestamps: Note the exact start time and timezone of the incident.
Sanitize Errors: Capture the exact error message text displayed in the console or router logs.
Mask Secrets: Never include passwords, OTPs, recovery codes, or private API keys when submitting a support ticket.

Related Guides:

Getting Support: How to submit diagnostic evidence and contact Nukta technical support.
Pricing: Transparent tiers scaling from Free to Pro, Scale, and Enterprise.
Glossary: Definitions of core billing, RADIUS, and network terminology.