1. Check if the ip address of the user is visible in Clients View.

2. If the ip address is not visible for that client, check if the user has actually failed to receive the ip address OR there is an issue in capturing the dhcp packet.

3. If the user has actually failed to receive the ip address, plz check their dhcp settings.

4. If the user has received the ip address but its not visible on our side, there could be some issue with the packet capture service. Restart the packet capture service from Restart service menu.

5. Ask the user to reconnect and check if the issue is fixed.

6. If the above points dont fix the issue, please raise the ticket to support.