Troubleshooting

The onboarding script stopped with an error

The script checks the router before changing anything, so when it stops, nothing was changed. Read the message:

"below the supported floor" or "needs RouterOS v7" — upgrade RouterOS to 7.10+ (System → Packages → Check for updates).
"No hotspot server named …" — the name you entered doesn't match. Check IP → Hotspot → Servers and generate a new script with the right name.
"needs RouterOS v7" — real-time management is v7 only. Generate a script with Polling instead.

The /import command fails

"expired or was already used" — the command works once, within 15 minutes. Generate a new script.
Download error — the router can't reach Oculus over HTTPS. Check it has internet and working DNS: /ping oculus.baruchiel.com in the terminal.

The router stays "Pending" or goes "Offline"

The router isn't checking in. After 15 minutes of silence it shows as Offline, the Overview says so, and owners and admins get an email (see Router alerts). Another email follows when it's back. In order:

Internet — can the router reach the outside world?
DNS — /ping oculus.baruchiel.com should resolve a name.
The clock — a router whose clock is far out can't make secure connections. Check System → Clock.
The scheduler — System → Scheduler should list oculus-poll. If not, run the onboarding script again.
The log — Log in WinBox; lines mentioning oculus say what failed.

A router's clock is wrong

Devices shows each router's clock against Oculus's. More than two minutes out opens an alert, because vouchers then expire at the wrong time.

System → Clock: the time zone can be anything, since Oculus allows for it. The time itself must be right.
System → NTP Client should be enabled, with Oculus's time servers listed. If it shows no sync, the router can't reach them: check that outgoing UDP port 123 isn't blocked.

The alert clears by itself at the next check-in once the clock is right.

Make sure the device is connected to the hotspot network, not a staff network.
Open any plain http:// website — some phones only show the login page then.
Check the hotspot is running: IP → Hotspot → Servers.

Customers can't log in

Every customer, every time — the router can't reach Oculus's RADIUS service. Make sure outbound TCP 2083 isn't blocked by a firewall rule or by your internet provider. In the router's log, "RadSec certificate missing" means the onboarding script needs running again.
Only some of the time, on satellite or LTE — check the site's connection type. A satellite site set to fibre gives up on logins too quickly.
One customer — look up their code in Vouchers. It may be expired, used up, revoked, or already in use on the maximum number of devices.

A customer paid but didn't get online

Payments are confirmed by your gateway's webhook. If it's missing or wrong, the customer is charged and Oculus never hears about it.

Check the webhook URL in your gateway dashboard against Taking payments — including ?tenant=YOUR-NAME at the end.
Check your gateway's webhook delivery log for failures.
Make sure Live mode matches the key you entered (test key = Live mode off).

To help the customer straight away, give them a voucher from a printed batch.

SMS vouchers don't arrive

Usually the sender ID isn't registered with your SMS provider yet. See Sending vouchers by SMS.

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