Portal errors reference

1

Aruba

Network Timeout

100

"Oops. We ran into an unexpected error."

Unexpected Error local to the ElevenOS web service API itself. Very rare.

Aruba

ElevenOS sent incorrect data to the Aruba controller. Possible explanations:

• Invalid command
• Invalid message authentication method
• Missing message authentication
• Missing or invalid version number
• Missing MAC address

140

"An unexpected status was returned by the Property Management System."

150

"An account with that Username already exists. If you already created an account, please log in as an existing user. Otherwise, choose a different Username."

• Duplicate Username - A user is trying to create an account with a username that already exists in the system.
• Payment Gateway Not Configured - A Payment Gateway has not been configured for this org

166

"Your room has been billed, however there was an error creating your account. Please contact Technical Support to resolve this issue."

170

"An Error occurred tracking this transaction."

198

"Authentication has started, but not completed. Please try again in a few minutes."

199

"Internal system failure during authentication. Please try again in a few minutes."

Gateway level error. Possibly having to do with the network access server being unknown.

Nomadix

• Disable Radius Proxy in the Nomadix.
• Check to ensure the Nomadix configuration matches the Eleven Nomadix Configuration Guide.

502

"A problem with the identity provider has prevented us from verifying your access."

999

"Oops. We ran into an unexpected error."

This is a catchall code for any "Unknown Failure", ie. something went wrong but we don't know what it was. If you encounter these in the field please gather as much info as possible so that we can try to reproduce the problem, and then create a known error code for it.

Meraki MR & MX

• Error 999 on Meraki Hardware

Extended Stay

• Extended Stay Error 999 FAQ

200

"System Misconfiguration: This page does not have permission to perform this action."

201

"Authorization failed, credentials are valid but do not have access to this feature."

202

"Your session has expired. Please log in again."

203

"Connection Delay

We're having trouble determining if your device successfully connected.  Please open a new browser window and try to browse to a website, such as google.com.  It could take up to a minute for your device to connect."

This error indicates one of two potential causes:

1. Likely cause - The gateway device at the property is misconfigured or has failed. (This is usually the cause of the error)
2. Unlikely cause - ElevenOS services are impaired or down. (This rarely happens)

Nomadix

• DNS is unable to resolve rad.11os.com.  Rebooting the Nomadix will usually resolve this.
• Disable HTTP proxy.  If traffic is NAT'ed this can cause the error.
• This error occurs when too many login attempts happen in a short time period (15 seconds). We put in this error to prevent guests with multiple tabs from spamming us but usually this happens if a guest enters invalid credentials and then immediately tries again. It can also happen if autologin from a cookie happens on portal load, this autologin fails due to an expired account, then the guest tries to log in with the portal within 15 seconds.

Meraki

• Error 203 on Meraki Hardware

204

"Unexpected Authentication Error."

210

"This location is not valid."

211

"Oops. We ran into an unexpected error. Please contact technical support and give them error # 211."

213

"Device Misconfiguration."

Aruba

Possible cases are:

• Unknown role
• Unknown external agent
• Can't use VLAN IP
• Can't use switch IP
• Unsupported command for this user

220

"The NAS is unknown."

Gateway device record MAC Address or NSE ID are incorrect or do not match between the physical gateway and the ElevenOS device record.

221

"This Organisation does not have a PMS available."

222

"This Location does not have the chosen Plan and/or Payment Method available"

223

"Failed to log the user out from Nas Device."

230

"The NAS Device IP Address cannot be null."

240

"Unable to process credit card transaction."

241

"Unable to process credit card transaction, invalid merchant configuration in ElevenOS."

250

"Access Denied"

Aruba

Mismatch in XML key

251

"Service quantity is invalid."

297

"Account does not have access at this location. It's possible the service plan was cloned from another Org and the Access Org wasn't modified."

298

"Account is not allowed to authenticate at this time. It's possible you are trying to log in with an account that has a Start Access date in the future."

299

"A configuration or communication error prevented us from giving you internet access. It's likely that the NAS Gateway has been misconfigured."

This happens when the portal/client cannot effectively communicate to ElevenOS, but ElevenOS cannot talk back to the gateway due to a bad gateway IP in ElevenOS, Firewall/connectivity issues or other problems with the network configuration.

Nomadix

• Incorrect or mismatched XML credentials on ElevenOS device record or Nomadix itself (System>Login).

Meraki MR & MX

• Error 299 on Meraki Hardware

For more causes and resolutions see:
(Hospitality) Coming soon...
(MDU) Error 299 FAQ

403

"Something went wrong when we tried to log you in. Please contact a network administrator."

If this error occurs, the token used in the exchange was invalid. This could mean a few things:

1. The user could be doing something nefarious (intentionally or not). Have the user attempt to login with a different device. If logging in with a different device works then the issue lies with the single device. If the error persists, the issue could be on the network. In this case, escalation to Eleven would be needed.

2. There could be some type of system failure that Eleven Support needs to investigate.

300

User Error (can contain several messages)

301

"The RADIUS Auth made it to ElevenOS but was not successful"

This error can occur if the gateway RADIUS options are misconfigured.

Nomadix

Make sure to double check the Nomadix RADIUS Client and Realm-Based Routing settings.

310

"Invalid Username/Password. Note: Usernames are NOT sensitive, but passwords ARE case sensitive."

Aruba

RADIUS Authentication Failed. Possible explanations:

• NAS-ID isn't matched in ElevenOS
• Device record is filled out incorrectly
• Invalid Username/Password

311

"Duplicate Username : An account with this Username already exists"

320

"This Credit Card Type is unsupported."

321

"This Credit Card Number is invalid."

322

"The supplied Credit Card information is invalid."

323

"CVV Code is required for this transaction. It is a 3 or 4 digit number found on the back of your card."

324

"Failed to verify the credit card. Please check the card is valid and try again or use another card."

Spreedly deemed this card is unable to charge.

325

"Card to be charged for future renewal will expire before the renewal date."

This error occurs with Extended Stay renewals when a user is attempting to charge a renewal to a card which will expire before the renewal charge will go through. Renewals are not charged until they are processed.

330

"Access Code is required."

331

"This Access Code is invalid. Note: Access Codes are NOT sensitive, but they contain both letters and numbers."

1. The access code is being misspelled by the user - This is the most common reason a guest would receive error code 331. Ensure the guest has the correct access code. 
2. The access code has expired - Check to ensure that the access code has not expired and is still valid. If this is the case, use either action below:
   • Create a new and unique access code that does not exist in Site Manager or Conference Manager.
   • If the access code has expired, extended the expiration date of the code. Please note that expired access codes cannot be re-created; their expiration dates can only be extended to continue using the same code.

For more causes and resolutions see: Error 331 FAQ.

340

"This folio is unable to be charged. Please ensure that you have an active folio."

341

"The first name entered does not match our records."

342

"The family name entered does not match our records."

343

"The birth month and year entered does not match our records"

344

"The folio number entered is invalid."

345

"The cabin number entered is invalid."

346

"The birth year entered does not match our records."

347

"This login cannot be used on this network."

350

"Invalid PMS Credentials"

This error occurs when the credentials (last name and room number) entered by the guest do not match what is on file in the Property Management System (PMS).

• Ensure guest is inputting the correct credentials (last name and room number).
• Ensure the guest is fully checked-in.

Hilton

(400 Status Code in the Loyalty PMS Activity Report)

• Hilton Error 350 FAQ

351

"No Credit Card on File. No records of this Last Name and Room Number."

352

"We are unable to process your transaction because you do not have a valid payment method on file. Please contact the front desk."

353

"We are unable to process your transaction because you must sign for charges. Please contact the front desk."

354

"We are unable to process your transaction at this time because your folio is in use. Please contact the front desk or try again shortly."

355

"We are unable to process your transaction because of unknown error."

356

"There was an unknown failure creating your account: Unable to process transaction, unable to post to the account (No Post). "

360

"Hmm. We can't find this username and password. Please note that username and password are case sensitive and try again."

This error happens when the resident has entered an incorrect password. Please ensure that the user is entering the correct password.

For more causes and resolutions see: Error 360 FAQ.

361

"This account is not currently active."

362

"This account has no more time left."

• A consumable time plan has run out of time.
• MDU-the resident account has been suspended or expired

370

"No active sessions found for this MAC address"

Aruba

Client/MAC Address not found on controller

Ruckus SmartZone

See: Error 370 FAQ.

380

"Not allowed to have any additional devices on the internet"

391

"Account was not found"

392

"The MAC address is required"

401

"Sorry, it looks like you've roamed outside of your home service area. You don't have access here."

404

"Sorry. It looks like you don't have access here."

406

"This link is no longer valid. Ask your property management to send a new link"

There are multiple ElevenOS or hardware misconfigurations that can cause error 406. Please see the most common of them below:

1. Ensure there is a Connection Profile configured at the site level org.
2. Ensure the Connection Profile is not misconfigured.
   • Check to ensure the correct Connection Profile type is selected for the MDU Experience Type.
3. Ensure PAN Mappings have been added for each unit.
4. (PPK-C only) Ensure the SSID in the ElevenOS Connection Profile and the SmartZone WLAN exactly match.
5. (PPK-D only) Ensure the PAN Mapping and SmartZone WLAN SSIDs exactly match.
   • Ensure that the PAN Mapping for the impacted Unit has the exact same SSID set on the SmartZone WLAN.

For more causes and resolutions see: Error 406 FAQ.

750

"The password you entered was found in a list of easily guessed or previously compromised passwords, please choose another password."

See: Error 750 FAQ