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Few Extreme 3805i Access Point reboots frequenly

  • 10 September 2015
  • 21 replies
  • 472 views

Userlevel 1
Few Extreme 3805i Access Point reboots frequenly logs are as below :



what could be the reason, few users disconnect frequently with limited access on ssid.......users still remain connected to the ssid with IP address, but no internet access and cannot ping their gateway, once if manually disconnected from ssid and connected back then everything works fine. same thing repeats every 10-15 minutes.

21 replies

Userlevel 7
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle
Userlevel 7
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

Can you please post the Extreme Switches show tech file to the ticket so we can review this also.
Thanks,

Reference: https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-collect-a-show-tech-from-an-EXOS-switch
Userlevel 7
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

You need to have a clear unterstanding about this clients behavior before you'd come to a conclusion whether something is normal or not.

Just as an example below a ping from the EWC shell to my VoWLAN phone model Unify OpenStage WL3.

As you'd see ping reply for # 1-15 is really high - now you'd come to the conclusion that this is a problem... it isn't... the phones is in standby and so the WLAN adapter is in sleep mode.
ping reply #16-21 show the time if the phone is in a active call so the WLAN adapter is not longer in sleep and the reply is about 20ms.



So without further information there is not much we'd read out of it.
I.e. was the client roaming, was he connected to a AP only a meter away from the client.

Maybe a airtrace could give you a better unterstanding what is going on.
Userlevel 7
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

Tunnel duration is how long a tunnel between AP and controller is up.
A DHCP renew never resets the tunnel duration time.

The whole behavior of your infrastructure is very strange and I've never seen such things.
If I've to guess I'd say you've a problem in the LAN.

Could it be that there is something wrong with your DHCP - do you've 2 DHCP servers and they provide the same scope - this could result in IP duplicates.
If the AP detect a duplicate he we'll get a new/other IP which resets the tunnel.

Try to set one AP to a static IP and check whether that one doesn't reset the tunnel duration time.
Userlevel 1
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

Hi Doug GTAC case is already opened (01151315) , its been 2 weeks now still no resolution.....

and the log posted is not of a newly provisioned AP.......
Userlevel 7
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

Thank you, if those trace bundle files are attached to the ticket we will gladly take a look and review why the ap's have reset.
Userlevel 7
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

After reviewing the logs attached to the ticket, the reason for the resets match the following Knowledge Article:

https://gtacknowledge.extremenetworks.com/articles/Solution/Access-Point-resetting-with-no-log-indication-as-to-why

The ap.logLastReboot file cannot be written due to an abrupt power loss to the ap.
Userlevel 1
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

it happens to all ap's, i dont think the above is the cause..... the switches and cabling was used earlier for extreme 4610 ap's , we did not face any issue earlier....
Userlevel 1
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

Hi Doug any update, we are also observing high latency in WiFi as below : below is the IP address of wifi user



Is this cause of the issue.....
Userlevel 1
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

Hi Ron .Client is Just 6-8 metres away from ap ping will be 3000ms +. ...... same with roaming as well ...... 1000ms + ...... Users stay connected to SSID but loose connectivity to Internet. Upon disconnecting and reconnecting to ssid internet session resumes..... On an average this happens to user every 10 min ....... @ that time default gateway is not reachable........what about the packet loss in your case what does that mean ......
Userlevel 7
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

Could you give some more details...
- topology used for the WLAN (routed, bridge@AP, bridge@EWC
- software version
- authentication/encryption (PSK, EAP-PEAP, EAP-TLS, ..)

What is the ping source, is it the controller?
Are ping source&destination in the same subnet?

Check the following...
Has the AP the same software version as the controller.
If you reboot/restart the AP - do you get any errors from the config manager - here a example...
https://community.extremenetworks.com/extreme/topics/cm-error-after-upgrade-9-15-06-to-9-1-07

What if you connect two clients to the same AP and ping from one to the other - did you also get such a high ping time?
Userlevel 1
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

topology used for the WLAN (bridge@AP)
Software version : 9.21 second version
Authentication : open

What is the ping source, is it the controller?
Ping source is server machine

Are ping source&destination in the same subnet?
No . source is server in vlan 10 and destination is WiFi user in vlan 114

Ap and controller versions are same.

Even when I ping other machine connected to same ap ping response is high ..... Moreover I have seen for the first time few users not able to connect to extreme ap both laptop / mobiles......
Userlevel 1
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

Hi Doug, I found out the reason behind why there is difference between "Tunnel Duration" and uptime in Active AP Reports. Whenever AP DHCP lease time expires the tunnel duration starts from 0:00:00 , PLS clarify does tunnel duration resetting cause users to disconnect, and what does tunnel duration mean ?
Userlevel 1
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

We have only one dhcp server ....... ill set few ap to static and see what happens.......but users get disconnected from internet session but they stay connected to ssid...... suddenly get limited access symbol on ssid and even ping to default gateway doesnt work at that time. need to disconnect and reconnest to SSID for everything to work fine again, this repeats for almost 40 out of 100 users.

Should I add the controller ip address in Wireless Controller Search List as well in AP static configuration.

Will resetting tunnel MTU from 1500 to 1300 help in any case, i heard it will ?
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

Hello,
I have also face the same issue with AP 3805i, Controller C-35, "few users disconnect frequently with limited access on ssid.......users still remain connected to the ssid with IP address, but no internet access and cannot ping their gateway, once if manually disconnected from ssid and connected back then everything works fine. same thing repeats every 10-15 minutes".

Shubhendu Banerjee
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

Controller Software: 09.21.07.0007
AP Software: 09.21.07.0007
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

You are already having latest firmware. Extreme gtac says all issues are resolved with 9.21.7.X . I am also surprised , I am in process of upgrading to 9.21.7 from 9.21.5 but after hearing from you I am stunned. Only extreme escalation can help us out.........Identifi wireless is a big let down from extreme. Still don't understand what extreme people are doing when there are many customers facing this issue. I left all hopes ....... don't know if there are any qualified people in their team to get us out of this......
Userlevel 7
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

One question - are you trained on the product or was the installation done by a trained/certified engineer/partner.

Many problems are a result of wrong design/configuration and are not software related.

-Ron
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

trained on the product.

Having 6+ years experience on WiFi Installations and support
Userlevel 6
Hello,

The messages in the log posted seem normal for a newly provisioned access points. To understand why an access point is resetting you can gather the trace log packages from a suspect access point for GTAC to review....

https://gtacknowledge.extremenetworks.com/articles/How_To/How-to-Collect-Access-Point-Logging-Information-Trace-Bundle

Saiprasad and Shubendu - have you got RealCaptures from when the problems are occurring? I find them really helpful in getting a handle on what the problem is.

https://gtacknowledge.extremenetworks.com/articles/How_To/Using-Real-Capture-to-capture-wireless-tra...

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