In this article, we’ll guide you through the most common SNAPguard issues and how to resolve them quickly. Whether you’re setting up your device or troubleshooting a live issue, these steps will help you get your guest Wi-Fi back up and running smoothly.
1. Setting Up Your SNAPguard
You might be experiencing:
Not sure where to plug in your SNAPguard or how to get started
What to do:
- Connect the SNAPguard between your router and your network switch (or directly to your router for simpler setups)
- Ensure the device is powered on and lights are visible
- Double-check cables are securely connected
💡 If you’re unsure, take a photo of your setup and share it with our team — we’ll guide you step-by-step.
2. Network Configuration (VLAN / Firewall)
You might be experiencing:
Your IT team is asking for technical requirements before setup
What to do:
- Share our network requirements with your IT provider
- Ensure firewall rules and any required whitelisting are in place
- Confirm VLAN setup if your network uses one
💡 Your IT provider may need to complete this step before SNAPguard works correctly.
3. Captive Portal Not Showing
You might be experiencing:
Guests connect to Wi-Fi but don’t see the login page
What to do:
- Try connecting on a different device
- Turn Wi-Fi off and back on again
- Open a browser and visit a website (this can trigger the login page)
If the issue continues:
- Contact your IT provider to check network routing
- Share a video or screenshot with our support team
4. Guest Wi-Fi Not Working at All
You might be experiencing:
No guests can connect to Wi-Fi
What to do:
- Check the SNAPguard is powered on
- Ensure all cables are securely plugged in
- Confirm your internet connection is working
💡 This is often caused by power or connectivity issues.
5. Using SNAPguard with Your Existing Network (UniFi, Omada, etc.)
You might be experiencing:
Uncertainty about compatibility with your current setup
What to do:
- Confirm with your IT provider that SNAPguard is connected correctly
- Ensure your controller (e.g. UniFi, Omada) allows traffic through the SNAPguard
- If unsure, share your setup details with us
6. Device or Network Showing Offline
You might be experiencing:
Your network or device appears offline
What to do:
- Check the SNAPguard has power
- Confirm your internet connection is active
- Restart the SNAPguard (see section below)
7. Waiting for Your SNAPguard Delivery
You might be experiencing:
You’re unsure when your device will arrive
What to do:
- Check your delivery confirmation or tracking details
- Confirm the delivery address is correct
- Contact support if your device hasn’t arrived as expected
8. Slow Wi-Fi Speeds
You might be experiencing:
Wi-Fi is slow or unreliable
What to do:
- Check how many users are connected
- Restart your router and network equipment
- Contact your IT provider to review bandwidth and access points
💡 In most cases, this relates to your venue’s network rather than the SNAPguard itself.
9. Guest Session Length
You might be experiencing:
Guests are being disconnected too quickly
What to do:
- You can locate this within the Networks and Security tab and under Session Policies.
- This is especially helpful for hotels or longer stays
10. Working with Your IT Provider
You might be experiencing:
Delays because your IT provider manages your network
What to do:
- Loop your IT provider in early
- Share any guidance we provide with them
- Let us know who your IT contact is so we can support directly if needed
11. Restarting Your SNAPguard
You might be experiencing:
Issues after a power cut or unexpected downtime
What to do:
- Unplug the SNAPguard
- Wait 10–15 seconds
- Plug it back in and allow it to reconnect
💡 This can often resolve temporary issues quickly.
Need more help?
If you’re still experiencing issues, our team is here to help. Please contact support and include:
- Your venue name and location
- A description of the issue
- Screenshots or videos (where possible)
We’ll take a closer look and get you back up and running as quickly as possible.