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Problems with connections on AP230

  • 1.  Problems with connections on AP230

    Posted 11-13-2018 09:57

    We have 2 AP230's running HiveOS 8.4r4 build-207528. They are connected to a SR2208P Switch.

     

    When I login to Hivemanager, I have several users showing up as having a Poor connection. These users are at the most 4 meters (12ft) from the AP's, in an open space.

    When I do a speedtest on my phone, I get speeds varying from 10% to 90% of the available bandwidth.

    At times users have a full 3 bars, but cannot get a single bit through the connection.

     

    So in short, the wifi is quite unreliable.

     

    Also when I check the connected clients, the session time tells me they are connected since 1970 (session time 17814 Days 10 Hrs 26 Mins 26 Secs).

     

    Clients are connected through PPSK, depending on the password a user gets pointed to the local or guest network.

     

    Does anyone have any idea what could be the issue?



  • 2.  RE: Problems with connections on AP230

    Posted 11-13-2018 13:26

    If you can send me tech data at communityhelp@aerohive.com, I can take a look and start narrowing down the issue for you.

     

    You can get tech data from the CLI of the AP, or following these steps, depending on your HiveManager platform.

     

    From the CLI: https://thehivecommunity.aerohive.com/s/article/Collecting-Tech-Data-via-CLI

     

    HiveManager Classic (myhive.aerohive.com): Monitor> Select the check box next to the AP> Utilities> Get tech data

     

    HiveManager (formerly NG, cloud.aerohive.com): Tools> Utilities> Get tech data> Check the box next to the AP> Get tech data (at the top of the new page this time)



  • 3.  RE: Problems with connections on AP230

    Posted 11-13-2018 14:08

    Thanks very much for that tech data. I've emailed you with a more detailed response and data explanation, but overall we saw:

     

    The AP is unable to reach the NTP server, we'd need to make sure UDP 123 is allowed on your firewall/content filters.

     

    We're seeing no neighbors that are overlapping signal and causing packet damage, which is good news (to see this, check for "show acsp neighbors").

     

    We're seeing a 15% rx retry rate and 40% CRC failure rate on the 2.4GHz radio (to see this, check for "show interface wifi0 _count". This means a decent portion of your wireless signal is damaged and needs to be resent until it is readable.

     

    We're seeing no interference to speak of on the 5GHz radio. I'm wondering if we can turn off 2.4GHz in a test area to see if things improve when only using 5GHz radio? This will help to either prove or rule out interference as the cause of the issues.



  • 4.  RE: Problems with connections on AP230

    Posted 11-14-2018 12:40

    Still not working 😞. Then trying to connect to the WiFi I get time-outs, or no assigned IP. And moments later, I can login fine.

    When trying to login through a Guest account, it never works anymore (strange thing is, nothing has changed in our network since it did work).



  • 5.  RE: Problems with connections on AP230

    Posted 11-14-2018 12:48

    The connection seems to be made on channel 1 2.4GHz, 20MHz in 802.11n, MCS-index 15. So that looks normal enough.

    I must miss a setting in the Guest network setup...



  • 6.  RE: Problems with connections on AP230

    Posted 11-14-2018 12:57

    The inconsistent login is usually caused by RF interference, but for the SSID we can't connect to at all, I'd like to see a client monitor so we can see exactly which step is failing in the authentication process, and that will tell us where to troubleshoot. If you can send me new tech data, I can let you know how the RF environment looks today.



  • 7.  RE: Problems with connections on AP230

    Posted 11-14-2018 14:04

    I seem to have figured it out. Our installer set up a schedule for the guest network. But with a failing NTP server, the time was out of sync. Turning off the schedule fixed the issue



  • 8.  RE: Problems with connections on AP230

    Posted 11-14-2018 16:00

    Thanks excellent news, thanks very much for sharing! Does that clear up both the guest SSID we weren't able to connect to and the intermittent failures ?



  • 9.  RE: Problems with connections on AP230

    Posted 11-14-2018 16:04

    It seems so. I will test the coming weeks to see if the problem arises again. There are still some users that show up as poor, but I guess that might be interference. Even-though we have 2 AP-230's in a space of 90x15ft with no walls.