AP130 - High latency - Support

reto_klaus — Sun, 11 Aug 2019 23:40:53 GMT

We have replaced our old wireless solution with Aerohive Ap130.

For like 1.5 weeks, we're experiencing disconnections and high latency on clients connected to the AeroHive Access Point.

Therefore we have rollbacked and reinstated the old solution, where we do not encounter this issue.

We're using AP130.

I have tested it with different firmwares and the issue remains.

Firmware: 8.2r4 & 10.0r6

With 2.4ghz it reports some interference from neigbour access points, so I've decided to disable 2.4 and only use 5ghz for testing.

with 5ghz we have no overlapping of any other AccessPoint.

-> Issue still remains!

I can ping the accesspoint, and latency shows as normal.

If I ping a client connected to the same accesspoint, latency is peaking up to 400ms.

Signal is shown as good on client and Aerohive portal. I have also used different tools to monitor it and it all seems to be good.

Support from Aerohive would be appreciated!

We're using HiveManager in the cloud, but I can't see any option to open a ticket directly.

Kind regards

Re: AP130 - High latency - Support

samantha_lynn — Mon, 12 Aug 2019 20:48:17 GMT

My apologies for the mix up with Hive Community, you should now have full access to Hive Community including the ability to open a support ticket by going to Support> Open a new Case. If you'd like to work with me instead, if you could email tech data from a problematic AP, I can take a look and let you know what I find. If you could email that tech data to me at communityhelp@aerohive.com, that would be best. Otherwise if you'd like to open a support ticket and work with our Aerohive technicians instead, please attach the tech data to the case for them.

These guides review how to get tech data, for reference:

HiveManager NG-https://thehivecommunity.aerohive.com/s/article/How-to-download-tech-data-in-HiveManager

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

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AP130 - High latency - Support

Re: AP130 - High latency - Support