Captive Portal; User loosing internet access

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Captive Portal; User loosing internet access

L1 Bithead


A user is complaining that he is losing internet access randomly through the day.  After he refresh the web browser a couple of times or logs off he is able to access the web. The error he gets is a generic IE 10 error, "This page can't be displayed" etc... When I looked at the firewall, Logs -> Traffic, I notice under the "Source User" its missing the the domain name for example it shows as, "johndoe"  when he has internet access the "Source User" shows up as "domain\johndoe"  Any idea what the problem could be.

When I use the "Show user ip-user-mapping ip" This is run when user does not have internet access

IP address: (vsys1)

User:        johndoe

From:        domain

Idle Timeout: 86393s

Max. TTL:    86393s

Groups that the user belongs to (used in policy)


This is run when user has internet access,  "Show user ip-user-mapping ip"

IP address: (vsys1)

User:        domain\johndoe

From:        domain

Idle Timeout: 86397s

Max. TTL:    86397s

Groups that the user belongs to (used in policy)

Group(s):    cn=app-internetaccess,ou=groups,ou=user,dc=ad,dc=domain,dc=com

Any help would be appreciated.



L5 Sessionator

Hi FirstIndustrialIT

Could you confirm if there is a typo in your update? I see the username as 'johndow' instead of 'johndoe' as you mentioned in the first (non-working) case.


It's a typo. Thanks. I corrected the error.

L6 Presenter

Hi FirstIndustrialIIT,

In such scenario its a good idea to check domain name in server configuration. If its missing, sometimes users are identified without domain name.


Hardik Shah

Hi Hardik - We have about 150 users' and no one gets this error except for her.  Everything on the DC looks fine.

Hi First,

Are you using User ID Agent for user-ip mapping?

If yes, can you check mapping on user ID Agent at the time of issue ?

If User ID Agent is getting mapping like that then there is something on DC.


Hardik Shah

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