Some clients disconnect after upgrade to new firmware on AP's

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  • Updated 2 years ago
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Hi,
We have two C25 controllers and I upgraded both from firmware 10.01.02.0038-1 to firmware 10.01.05.0008-1.
The upgrade went just fine, no problems with that.
After a while, the AP's also started to upgrade their firmware and then the problems started.
Some laptops lost the connection with the network.
After a reboot or reconnect in windows (drop connection and reconnect), the connection is back for a few seconds (3 - 30 seconds) and then it drops again.
I updated the drivers and firmware for the nic's on the laptops but it stays the same.
Problem seems to be with intel nic's but there are some laptops which are identical who don't have the problem so it's not clear what the problem is, but it started after upgrading the wifi controllers and AP's and this is URGENT !!!!!!!!!!!!!!!!!!!!
Since the problems started when the firmware was upgraded on the AP's, I think that is where the problem is.

So I started a case yesterday, until today no feedback at all...
Performed a firmware downgrade and problems are gone.
Thanks for the buggy update! our boss is very happy !!!!
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Verus

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Posted 2 years ago

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Umut Aydin, Escalation Support Engineer

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Hi Verus,

in urgent cases like yours I would always prefer to call the GTAC/Hotline in order get faster support. But the way that you made is also what we would maybe suggest in the end .

If there was a need to update to the newest code( Bug Fix maybe )  then I would suggest to update only some AP's to the newest code and make some settings changes and look if you still see the issue.


I would suggest to enable probe suppression with force assocc - 80dBm.
You will find this under radio advance settings.
Additional to this disable LDPC if it was enabled.

This should be worked by GTAC so that we can prevent this on other customer side.

Apologize the inconvenience.

Thank you. 

Regards

UMut
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Jason, Employee

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Hello Verus, 

I am sorry to hear about the issue that you are seeing.  If you can give me the case number we can look into this further to see if we can narrow down the cause of the problem, and let you know when there is a fix for the issue.

Thank you,
Jason  
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Drew C., Community Manager

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Jason, I'll send it to you.
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Steve Ballantyne

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I have had issues where the AP's were able to reach the controller, but because it was behind a NAT'd firewall, it would never complete the upgrade. That results in a "boot loop". But I would think that if the firmware was not updating, you would never be able to connect to the AP at all.

Verus, are you able to connect a console cable to the AP? You would need either a purple serial to RJ45 cable that comes with an Extreme switch - or one of those light blue cables that comes with a Cisco switch/firewall.

If you can get into the AP, try (quickly) to do a 'tail -f /tmp/log/ap.log'. Then you can start gathering clues as to what it's doing.
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Scott Van Artsdalen

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We had a similar issue with Windows laptops in SOME of our locations.  Extreme supplied a new version of the code to be installed on APs only.  We are currently testing that.  You may want to ask your GTAC case owner about this.
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Verus

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Probe suppression is disabled by default.
What does probe suppression do exactly ?
LDPC is also disabled by default.

I performed a downgrade and everything is working fine again.
I would like to be able to download the AP firmware too but I can only download the controller firmware, don't know why.
If I could download the AP firmware, it would be easier to pinpoint the problem.
thanks.
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James A, Embassador

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You can extract the AP firmware from the controller image using 7-Zip. Random question, what's the 11g protection rate set to on radio 2?
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Verus

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Thanks,
Protection mode: Auto
Protection rate: 11 Mbps
Protection type: CTS only
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James A, Embassador

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Can you try lowering the protection rate to 2Mbps? I saw an Intel AC chipset sending RTS at 2Mbps and lowering this fixed it.
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Verus

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Thanks for the info, I will try it.
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Sai Prasad Rao Rapolu

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Hi All


Read complete post

Is it okay to have 10.x.x.x firmware. Currently we are running on 9.21.8.x

We are also having dis connectivity issues on 9.21.8.x, what would be the recommended and stable version where dis connectivity issues are resolved.

We are having two C5210 controllers with 800+  3805i access points.
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Jason, Employee

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I just wanted to update this thread that the fix for the issue Verus reported (and others) has been included in the 10.01.06 release.  

Sai Prasad, I would recommended upgrading to this firmware when you are able to schedule that. 

Thanks, 
Jason