No Traffic Data in Your Portal (FortiGate Controllers)

What's happening

If your Ameriband portal isn't showing traffic data for a site, but users at that location confirm devices are connecting and calls are working fine, this is a reporting issue, not a service outage. Your network is functioning — usage data just isn't reaching the portal.

This is a common issue on FortiGate controllers specifically, related to RADIUS accounting configuration.

Root cause

FortiGate controllers have separate source-IP settings for RADIUS authentication and RADIUS accounting — configuring one does not automatically configure the other. If only the authentication source-IP was set, the accounting source-IP can default to the controller's internal (unroutable) IP address. Since that address isn't reachable from the Ameriband reporting server, accounting packets — which carry usage data — never arrive, even though authentication and actual connectivity work normally.

This setting is easy to miss because FortiGate's web GUI doesn't expose accounting source-IP configuration — it can only be checked and set via CLI.

Troubleshooting steps (for your network/IT team)

1. Confirm it's a reporting issue, not connectivity. Verify with users that devices connect and calls work normally at the affected location.
2. Access the FortiGate CLI. This setting isn't visible in the GUI.
3. Check the RADIUS accounting source-IP. Look for a separate set accounting-source-ip value — confirm whether it's configured, and whether it matches the routable address used for authentication (typically a loopback address) rather than an internal/unroutable IP.
4. Apply the fix to both primary and secondary RADIUS servers, if you're running redundant servers.
5. Confirm logs start flowing. Once corrected, accounting data typically begins reaching the reporting server immediately.
6. Allow a few hours for the portal to populate. Historical-looking data will appear as logs accumulate — it won't be instant.

Also worth checking: AP naming

Carriers require access points to report a physical address for compliance purposes. If your APs are still showing default names (model + serial number), consider renaming them to reflect the site's physical address — this can also affect how usage data is attributed and displayed.

If the issue continues

If you've checked the above and still aren't seeing data in your portal, contact support with:

• The site/location affected
• Confirmation that connectivity and calls are working normally
• What you found (or didn't find) when checking the accounting source-IP setting

Our team can work with your network admin to review the RADIUS configuration in more detail.

Book a call: Contact American Bandwidth