Clients are disconnected from AP3715i-based wireless network

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We have a WiFi deployment at the customer site, consisting of 30 pcs. of 3715i APs and 5 pcs. of 3805i and EWC v2110 controller. EWC software is 09.21.05.0007. There are four SSID's and they are secured by WPA2-PSK.

The are six 3715i APs in the office building, where clients are complaining about that they loosing connectivity at random intervals. This is rather not the coverage issue, cause coverage is pretty well. It is probably (?) not roaming issue as well, as it apllies to laptops laying down on the table for hours.

I don't really know how to start to investigate the issue and I am just asking for some directions from GTAC.

The wired infrastructure is built using C- nad B-series Extreme switches (if this info could be useful somehow); there is NetSight and NAC in passive mode.

REGARDS, Robert
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Robert Zdzieblo

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Posted 3 years ago

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Doug Hyde, Technical Support Manager

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There may be many reasons why a failure occurred but take a look at....

https://gtacknowledge.extremenetworks.com/articles/Solution/Users-randomly-lose-network-and-internet...
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Doug Hyde, Technical Support Manager

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If you would like to start a case with the GTAC so they can review all your settings and configurations, please have the following ready....

Tech Support on the controller(s):
https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-a-Tech-Support-File-From-a-...
 
Grab an AP trace log package from a suspect AP, note the time and the clients MAC when the failure occurred. 
https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Inform...
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Robert Zdzieblo

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Gareth, thank you for your explanation. How to open a GTAC case ? I never did it. 
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Robert Zdzieblo

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OK, thanks. I just requested case management access through my extranet account, waiting for confirmation.
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Doug Hyde, Technical Support Manager

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All set, we see the ticket and it has been assigned. 
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kenny green

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What was the resolution on this, curious?