Administrator Manual
Error Codes Generated by User Login

During authentication by the users, the following errors may occur:

Code Description
2 The domain passed for authentication was not found.
2.1 The gateway passed for authentication was not found.
3 The username is less than three characters. The user can not be used.
3.1 User not found.
3.5 The password is not correct.
4 Denied access for administrative reasons.
This situation occurs if the user, the manager or reseller were blocked by the appropriate check that can be activated in the respective management pages.
6 The user attempted login but has not sent the SMS of number confirmation yet as required by the domain configuration.
10 Time or traffic credit exhausted. Buy a product.
11 Expired user or exhausted credit. Buy a new product.
The user account has reached the expiry date defined by the assigned product.If the user reaches the limits of time, traffic, etc. defined in the assigned product and in the domain, there are products enabled at the recharge, error 11 instead of error 10 will occur as the user has no more possibility to recharge and it is considered expired.
12 The registration process is incomplete.
The user began registration but did not complete it.
13 A product has not been purchased or assigned to the user.
The user must buy or request a product from the manager.
14 The card is expired.
The user is attempting to use a card whose date and time defined by the “Can be used till” field is less than the current date and time.
15 You cannot connect at this time. It is caused by the activation scheduler defined in the product and/or gateway policy.
22 The number of allowed gateways has been exceeded.
It occurs when you enter more gateways than the ones allowed by the current licence.Warning! In this case, the login to all users of all gateways is blocked.It may occur if a backup is uploaded from another appliance with a superior licence with data that exceed the current licence.
25 26 The user has reached the maximum number of devices that can be connected at the same time. To resolve the error user has to disconnect at least one device or it is necessary to increase the number defined in the “Concurrent connections” field on the product policy assigned to the user.
27 The maximum number of devices for the user has been reached.
30 The registration data are incomplete. The user is asked to complete the only missing data.
31 The registration data are incomplete. Only missing data are editable.
32 The registration data are incomplete. All fields are editable.
41 Incorrect password for the Complimentary Access.
N/A Radius server not responding.
This error may occur if the gateway is not able to contact HSNM for connectivity problems, timeout, IP addresses or data not correct.
Possible solutions:

  • Increase the timeout defined in the system settings in the “Radius” sections;
  • Verify that the IP address or the URL of HSNM is the same as defined in the gateway. If they were changed, reconfigure the gateway;
  • Verify the cabling.
N/A The gateway ID is not defined.
The name of the gateway or of the domain has not been found.
It may occur if:

  • The name of the domain in HSNM has been changed without reconfiguring the gateway;
  • The name of the gateway in HSNM has been changed without reconfiguring the gateway.
N/A You are calling outside your allowed timespan.
Available time or traffic (daily, monthly or total) has been exhausted.
In order to let the user log in, you need to make him buy or assign another product.