I get disconnected and have to enter the voucher code again

Zyxel_JoyLee

This issue is typically caused by the Reauth Time (Reauthentication Time) or Idle Timeout settings on your network.

When a user remains inactive or their connection session exceeds the configured time limits, the system automatically logs them out to free up IP addresses and secure the network, requiring them to re-enter their voucher code.

Below is how you can adjust these settings to keep your clients connected longer:

Scenario A: If you are using Nebula Cloud Management

In Nebula, the Reauth time determines how often a client must log back into the portal. To extend this:

1. Log in to the Nebula Control Center.
2. Navigate to Site-wide > Configure > Access points > SSID advanced settings.
3. Scroll down to the Captive portal advanced settings section.
4. Find the Reauth time setting.
5. Increase the duration to a longer period (the maximum allowed is 30 days).
6. Click Save at the bottom of the page.

Note: For security reasons, Nebula does not support completely disabling the re-authentication requirement, but setting it to 30 days will prevent users from having to enter the voucher code repeatedly during their visit.

Scenario B: If you are using a Standalone Gateway / Firewall (e.g., USG FLEX, ATP)

If you manage your Zyxel security gateway locally, you need to adjust both the Lease Time/Reauthentication Time and any Idle Timeout settings.

1. Adjust the User/Voucher Profile Timeout:

1. Log in to your gateway's Web GUI.
2. Go to Configuration > Object > User/Group (or User & Authentication > User/Group).
3. Edit the user profile template or settings used for guest/voucher authentication.
4. Under the Authentication Timeout Setting, select Use Manual Settings.
5. Increase the Lease Time and Reauthentication Time to your desired duration.

2. Check the Captive Portal Idle Timeout (on newer firmware/uOS platforms):

1. Navigate to your Captive Portal settings.
2. Look for Idle Timeout in the Advanced Settings.
3. If enabled, the gateway will log out users if no traffic is detected for a certain number of minutes. You can either increase this value or disable it to prevent inactive users from being disconnected.