topic Re: Clients randomly disconnect and cannot connect agaih in Aerohive Migrated Content

Clients randomly disconnect and cannot connect agaih

alex_thurley — Tue, 15 Jan 2019 16:36:53 GMT

Hi All, does the following sound familiar to anyone?: PPSK environment for BYOD students (K-12). Laptops randomly refuse to connect after just working fine for days or even weeks or months but then suddenly refuse to connect again. Issuing a new PPSK key immediately works again. Also, on the same access points (230 and 330 APs mostly), a free radius server handles authentication for another SSID. Some users, mostly iPads 2018, get rejected as well and then cannot join. The events and alarm section the AP where the client attempts to connect is filled with “Client connect down” logs, where the affected client joins and then deauthenticates within 1 minute on an ongoing basis. Totally crazy. We do not see the client log on the radius server that handles that 2nd SSID to be any different in comparison to devices that authenticate fine and do not exhibit the issue described above. We upgraded from 6.5r1 to 6.5r10, unfortunately without any change in the behaviour. Thanks in advance. Alex

Re: Clients randomly disconnect and cannot connect agaih

samantha_lynn — Tue, 15 Jan 2019 22:29:20 GMT

Could you send tech data from an AP with a client that is currently having this issue? Please include the MAC address of the client that is unable to connect as well so we can focus on the correct traffic. I'd also recommend running some auth debugs so we can get more information on any authentication failures that may come up.

Auth debugs:

_debug auth basci

_debug auth verbose

To get tech data using HiveManager Classic (myhive.aerohive.com):

Monitor> Select the check box next to the AP> Utilities> Get Tech Data. If you attach the file to the case for us we will review it and let you know what the next steps will be.

To get tech data using HiveManager (formerly NG, cloud.aerohive.com):

Tools> Utilities> Get tech data> Check the box next to the device> Get tech data (blue button at the top of the page this time).

This guide reviews how to get tech data from the CLI of the AP in case that is more convenient:

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

Re: Clients randomly disconnect and cannot connect agaih

alex_thurley — Thu, 17 Jan 2019 16:29:30 GMT

Hi Sam,

Thank you for your reply. How shall I transfer the tech data? Can I email a link?

Alex

Re: Clients randomly disconnect and cannot connect agaih

alex_thurley — Thu, 17 Jan 2019 16:35:25 GMT

I've messaged you now with the information attached.

Re: Clients randomly disconnect and cannot connect agaih

alex_thurley — Thu, 17 Jan 2019 17:38:12 GMT

I've sent you more information that allows you to better understand our network topology and included a normalised list of client issues (removed duplicates and colour-coded everything).

Re: Clients randomly disconnect and cannot connect agaih

samantha_lynn — Thu, 17 Jan 2019 22:12:50 GMT

Hello, I've messaged you directly and I appreciate the detailed explanation. As I said in my message, I think at this point you would benefit most from a technical support case so you can work with a technician on this issue. If you would like to continue working with me, please feel free to email tech data to communityhelp@aerohive.com.

Re: Clients randomly disconnect and cannot connect agaih

alex_thurley — Thu, 17 Jan 2019 22:42:38 GMT

Hi Sam,

This is an issue that is already boiling for many months, basically since summer last year. Initially, I asked our local reseller for help, which was not successful because of various circumstances I won't disclose here.

Then we worked out potential issues with the radius backend because we first thought it's related to the radius server, when this was done and nothing found I turned to another known Aerohive-Reseller and known good support company, however they recommended to forward this issue directly to Aerohive, which I did.

I contact a Systems Engineer of Aerohive Germany in December but I haven't heard back although we said I would contact him again in January with new information how the firmware upgrade worked out.

I'm now at a point where I need immediate help, regardless from whom, wether it's free community help or paid service, the issue just needs to be tracked down and sorted asap.

Alex

Re: Clients randomly disconnect and cannot connect agaih

alex_thurley — Thu, 17 Jan 2019 22:44:19 GMT

Since I don't have permissions here to file a support request, I would like to learn how to receive competent and successful support from Aerohive or one of it's support specialists thart actually isn't forwarded and then postponed ad infinitum.

Alex

Re: Clients randomly disconnect and cannot connect agaih

samantha_lynn — Thu, 17 Jan 2019 22:50:02 GMT

Could you provide (here or via email) the case number you have opened with Aerohive support directly so I can follow up on the case for you to see where we are now and how we need to move forward?

Re: Clients randomly disconnect and cannot connect agaih

alex_thurley — Thu, 17 Jan 2019 23:04:46 GMT

Hi Sam,

I can provide you with the email communication with the systems engineer from Aerohive. I have no ticket number at all.

Alex

Re: Clients randomly disconnect and cannot connect agaih

samantha_lynn — Thu, 17 Jan 2019 23:15:46 GMT

If you are comfortable sharing I would be happy to take a look. Please feel free to forward that to communityhelp@aerohive.com.

Re: Clients randomly disconnect and cannot connect agaih

alex_thurley — Thu, 17 Jan 2019 23:42:56 GMT

Hi Sam,

Thank you. I've followed up via email accordingly.

Alex