EBN Captive Portal Error

[Seanraynor]

I manage 7 separate sites servicing around 10,000 users in total with internet services through WiFi enabled equipment using Fortinet and Fortigate devices at each site. 9,996 users seem quite happy with the service, but 4 of them have reported an error when connecting to what I assume is the Authenticator, as the error comes up with the captive portal login option - the error reads 'Error (EBNCaptivePortalHandler) Unknown Error' (screenshot attached). The users are able to 'OK' the error and login successfully. The devices are iOS 9 and 10 (happened on both versions) to this small user group. These users have logged in successfully at other sites, without the error, so its just on this one site that they get this error.

I have raised this with the service provider (we pay for this internet/WiFi service to be installed and managed for us) but since it is not all users at all sites, they argue that it is a personal handset issue not a system/infrastructure issue.

Any thoughts on what is causing this and therefore perhaps how to resolve it? 

[xsilver_FTNT · Accepted solution]

no recorded issue on Fortinet side.

Not much in google. I would tend to agree it's per device issue, maybe caused by some security app or connecion management app .. hard to guess. If critical, open ticket on support for further troubleshooting.