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Troubleshooting

Each page here starts from a symptom (what you or your customer can see), then lists the likely causes, the checks to run on the dashboard and on the router, the fix for each cause, and when to contact support.

Pick your symptom

Section titled “Pick your symptom”
Symptom Page
A router shows offline, Last Seen says Never, or the setup script fails Router shows offline or onboarding fails
Phones join the Wi-Fi but no login page opens, or login is rejected Customers can’t see the captive portal or log in
The customer paid (M-Pesa) but isn’t online Payment received but customer not online
A PPPoE subscriber’s router won’t dial in PPPoE customer can’t connect
Payment confirmations or reminders don’t arrive SMS not delivering
A withdrawal won’t start, is stuck in Pending or has Failed Withdrawals pending or failing
A customer is slow, or a bundle ended early Slow speeds and fair usage (FUP)

The five places to look first

Section titled “The five places to look first”

Most problems show up in one of these places on the dashboard:

  1. Devices → All Devices: the Last Seen column tells you whether a router is talking to ISPMan. Lots of problems are really “the router is offline”.
  2. Hotspot → Auth Logs and PPPoE → Auth Logs: every login attempt, with Access-Accept (green) or Access-Reject (red) and a Reason. The reason usually tells you exactly what’s wrong.
  3. Payments → Received: every payment that has reached ISPMan, searchable by M-Pesa Reference and Account.
  4. The customer’s page (from Customers): current package, expiry, active sessions, and actions such as Connect, Reset Connection and Send SMS.
  5. Alerts: device outages, with when they started and how long they lasted.

The router’s own check

Section titled “The router’s own check”

On any MikroTik’s device page, the Configuration Audit card has a Run Config Check button. It checks the router’s RADIUS settings, its sign-in bypass rules, and the PPPoE and hotspot rules for the services you’ve used in the last 7 days. Click Apply Fix on anything it finds. It’s worth running whenever something “suddenly stopped working” on one router.

Before you contact support

Section titled “Before you contact support”

Support can help much faster if you include:

  • Which router (its name in ISPMan) and which customer (username or account number).
  • When it happened, to the minute if you can.
  • What you’ve already checked, plus any Reason from the auth logs or error text from the page.
  • For payments: the M-Pesa transaction code and amount.

Never send passwords, authenticator codes or API keys to anyone, including support.

See Communication for the ways to reach support from the dashboard.

Field guides

Section titled “Field guides”

Hands-on RouterOS and OLT fixes collected from real deployments:

Section titled “Related”