Troubleshooting Tip: 'Physical Address Not Found' error in captive portal
Description
This article describes how to address the 'Physical Address Not Found' error in the captive portal.
Scope
Version: FortiNAC 9.x, FortiNAC-F 7.x.
Solution
After entering a valid username and password while registering via the captive portal, the user is presented with the following message:
'Registration Failed
Physical Address Not Found'
FortiNAC requires MAC address information for each host in order to identify and classify. The appliance performs an IP to MAC lookup (L3 Poll) to register the MAC address associated to the IP address established in the web session. If the appliance is unable to determine the MAC address of the host, registration will fail.
Ensure FortiNAC is able to learn the MAC address of the host. This can be done in various ways:
- Add a Layer 3 device in FortiNAC whose ARP cache contains the IP and MAC of the host for the 'isolation' network. Device must be modeled and a member of the IP -> MAC device group.
- If the Layer 3 device has already been modeled, verify FortiNAC can retrieve the L3 information. See article Troubleshooting Poll Failures
- Use either Persistent or Dissolvable Agent. Agents provide FortiNAC with information about the host, including MAC address information. For more details see Agent overview in the Administration Guide.
- Verify traffic is not being NAT'ed from the 'isolation' network to the 'isolation' FortiNAC interface (eth1/port2).
Note: There is an option for environments where NAT is being used on a FortiGate: See the Captive Portal over NATted Infrastructure Reference Manual for instructions and requirements.