Troubleshooting

Here are some steps to follow:

1. Make sure that the tenant's unit still exists in the Cloudpath UI property configuration (for illustrative purposes, the tenant is named John Washington and lives in unit 1a):
   1. In the Cloudpath UI, go to Managed Access > Network Segmentation.
   2. Click the wrench icon for the network segmentation group in which the unit belongs.
   3. Under "Assigned Properties," click on the name of the property in which the unit belongs.
   4. On the ensuing screen, click the Units tab to display all units that belong to this property, as shown in the screen below:

      Units Tab View of Property in Network Segmentation Group

      
   5. The tenant in question and his unit are shown in the above screen, as expected.
2. Check the wireless configuration. Click on the magnifying glass for the unit to invoke the following screen:

   Unit-Specific Information

   
   • Check that the "Status" field is ACTIVE.
   • Click the "DPSK Secret" magnifying glass to view the secret, then confirm with the tenant that the proper secret was entered. You could also change the secret or resend it by clicking the Resend Unit Assignment SMS/Email button in the Unit Contact Details section of the screen.
   • Make sure there is a VNI assigned to the unit (Network Segmentation Information section of the screen).
   • Click on the link of the currently assigned DPSK (Tech Pubs Building 1 _1a in the screen example above). This invokes the PSK Information screen:
     

     In the PSK information, you can check to see if any devices have connected to the network. In the example above, the device called "John's iPad" has successfully connected.

3. Check the wired configuration. Return to the unit-specific information screen for unit 1a and scroll down to the Network Segmentation Information area.
   1. Check that the correct AP has been assigned to the unit.
   2. Make sure that the correct ethernet port(s) are being used in the unit. (Verify that the Cloudpath and vSmartZone systems that compose the network segmentation group have the same ethernet port(s) activated.
4. Check RADIUS logs and AUTH Logs. In the Cloudpath UI, go to Configuration > RADIUS Server > Status tab, scroll down to the RADIUS Logs section, and set the Log Level to Debug. When you check the log files, check for items such as the following:
   • Any policies that might be assigned to the eDPSK pool being used by the property that might not be allowing access to the user/unit in question.
   • VNI information
   • PSK information
5. If none of the preceding steps uncover the connection issue, the next steps would be for the vSmartZone administrator to perform troubleshooting steps on the vSmartZone controller that is being used in this network segmentation group.