topic Re: Hi Support, We are having issues with 2 access points in different locations. They are dropping out in terms of wireless signal. We have them in several buildings and these are the only 2 currently giving us issues. Can you offer any advice? in Aerohive Migrated Content

Hi Support, We are having issues with 2 access points in different locations. They are dropping out in terms of wireless signal. We have them in several buildings and these are the only 2 currently giving us issues. Can you offer any advice?

akirby — Wed, 12 Feb 2020 18:48:51 GMT

Hi Support, We are having issues with 2 access points in different locations. They are dropping out in terms of wireless signal. We have them in several buildings and these are the only 2 currently giving us issues. Can you offer any advice?

Re: Hi Support, We are having issues with 2 access points in different locations. They are dropping out in terms of wireless signal. We have them in several buildings and these are the only 2 currently giving us issues. Can you offer any advice?

samantha_lynn — Wed, 12 Feb 2020 19:59:18 GMT

The most common cause of wireless signal drops is radio frequency interference. If you can send me tech data from an AP having issues, I can review that and let you know what I find. If you'd like to send me tech data, please email that to communityhelp@aerohive.com.

If you can tell me which HiveManager platform you're using, I can give you specific instructions on how to get the tech data. This guide will walk you through how to determine which HiveManager you are using, for reference: https://thehivecommunity.aerohive.com/s/article/Which-HiveManager-Platform-am-I-using

Re: Hi Support, We are having issues with 2 access points in different locations. They are dropping out in terms of wireless signal. We have them in several buildings and these are the only 2 currently giving us issues. Can you offer any advice?

akirby — Wed, 12 Feb 2020 22:51:03 GMT

Hi Sam,

I believe we are using "ExtremeCloud IQ Select"

Kind regards,

Re: Hi Support, We are having issues with 2 access points in different locations. They are dropping out in terms of wireless signal. We have them in several buildings and these are the only 2 currently giving us issues. Can you offer any advice?

samantha_lynn — Thu, 13 Feb 2020 01:22:36 GMT

Thank you for letting me know, this guide reviews how to get tech data in ExtremeCloud IQ: https://thehivecommunity.aerohive.com/s/article/How-to-download-tech-data-in-HiveManager

Re: Hi Support, We are having issues with 2 access points in different locations. They are dropping out in terms of wireless signal. We have them in several buildings and these are the only 2 currently giving us issues. Can you offer any advice?

akirby — Fri, 14 Feb 2020 16:35:41 GMT

Thank you that Sam,

I have attached the tech data for one of the problem AP's.

Kind regards,

Re: Hi Support, We are having issues with 2 access points in different locations. They are dropping out in terms of wireless signal. We have them in several buildings and these are the only 2 currently giving us issues. Can you offer any advice?

akirby — Fri, 14 Feb 2020 16:37:18 GMT

Can you do me a favour and send any updates to OperationsCentre@centrality.com

I am on leave after today so this way someone else will pick it up.

Kind regards,

Re: Hi Support, We are having issues with 2 access points in different locations. They are dropping out in terms of wireless signal. We have them in several buildings and these are the only 2 currently giving us issues. Can you offer any advice?

samantha_lynn — Fri, 14 Feb 2020 23:31:13 GMT

Of course, I've emailed an update to that inbox now, thank you for letting us know.

Re: Hi Support, We are having issues with 2 access points in different locations. They are dropping out in terms of wireless signal. We have them in several buildings and these are the only 2 currently giving us issues. Can you offer any advice?

akirby — Mon, 17 Feb 2020 05:13:49 GMT

Hi Sam,

Ash again, I know I said I was on leave but got roped into doing the night shift for tonight and tomorrow night.

I have updated the firmware and attached the new tech data to this.

Please keep emailing the Operations Centre address as well.

Kind regards

Re: Hi Support, We are having issues with 2 access points in different locations. They are dropping out in terms of wireless signal. We have them in several buildings and these are the only 2 currently giving us issues. Can you offer any advice?

samantha_lynn — Mon, 17 Feb 2020 23:36:06 GMT

Hi Ash, thanks for the tech data. I checked the neighboring APs but we didn't have any overlapping signals, which is great. I checked for failing background scans but those seem to be going through just fine, which is also good news. Both the 2.4GHz and 5GHz radio have low total utilization but the 2.4GHz radio especially has a very high CRC failure rate (53%). That means that 53% of the 2.4GHz traffic is too damaged to read at least once and has to be resent. This is usually caused by environmental factors, mainly metal, glass, or water near the AP. Would you be able to send me pictures of the problematic APs with as much of the environment around the APs showing as possible so I can help rule out environmental factors for you? If you'd like to send that directly to me, my email is communityhelp@aerohive.com.