topic My users are having a lot of connection issues. in Aerohive Migrated Content

My users are having a lot of connection issues.

AnonymousM — Wed, 06 Mar 2019 01:51:00 GMT

Most of the time people are using the wired network. Works fine. Lately (last 2 months+) people are having more and more issues connecting to the wifi and are getting dropped when moving around the office. The vendor who installed the AP's came in to do some diag and has more information, I can put you in touch with him if that helps.

Re: My users are having a lot of connection issues.

samantha_lynn — Wed, 06 Mar 2019 02:25:02 GMT

Could you send tech data from an AP in the problem area? I'd like to check for a few things, starting with Radio Frequency Interference and the buffered logs.

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

Monitor> Select the check box next to the AP> Utilities> Get Tech Data.

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

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's easier:

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

If you'd rather send this to me directly, my email is communityhelp@aerohive.com.

Re: My users are having a lot of connection issues.

AnonymousM — Wed, 06 Mar 2019 02:57:17 GMT

Here is the techdata from all the AP's but one. I had to power it off because it was just returning "password invalid" any time someone tried to connect.

Actually, I ran this:

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

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).

And it seems to process ok but at the end it doesn't generate a file or anything. Does it upload it to you directly?

Re: My users are having a lot of connection issues.

samantha_lynn — Wed, 06 Mar 2019 03:13:33 GMT

It should give you a file that you would either attach to this post or email over to me. When you choose to download tech data, you should see a small new window pop up saying "Get Tech Data" and something along the lines of processing your request. Then it should give you a file with the tech data included. If that isn't working for you, could you try the CLI approach with the guide I linked?

Re: My users are having a lot of connection issues.

AnonymousM — Wed, 06 Mar 2019 03:37:19 GMT

Here is the first one. Working on the others now.
device_support_logs_2019-Mar-05-19_34_35.tar.gz
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Re: My users are having a lot of connection issues.

AnonymousM — Wed, 06 Mar 2019 03:43:18 GMT

The full list except for the one that is powered off. I'll enable it and send that one soon.

t
device_support_logs_2019-Mar-05-19_36_24.tar.gz
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Re: My users are having a lot of connection issues.

samantha_lynn — Wed, 06 Mar 2019 04:22:08 GMT

Thank you for those logs. I've sent you some screen shots so you can exactly what I'm referencing in your data.

The first screen shots labeled show acsp neighbor wifi0/1 shows the output for the command "show acsp neighbor" for wifi0 and wifi1 respectively. In this output, the RSSI values we want to see would be -75 or lower. The closer to 0 this value is, the louder that AP is, and the more interference you will be experiencing. In your case you can see we have several neighbors in the -50s and -40s, which are much too loud. I would recommend lowering the power on your APs (I usually lower by 2dBm per test to avoid drastic shifts in coverage).

The next two screen shots labeled show interface wifi0/1 show some deeper stats on how the radios are doing. You can see that both are in a state of high collision (we want that to be Good or Fair), and that your CRC rates are very high (42% and 69% respectively). CRC errors are usually related to environmental interference factors. These factors include mainly metal, glass, water, or large amounts of people. All of these factors tend to reflect, refract, or generally damage your signal, leading to more retries, which leads to slower WiFi speeds. If you'd like to send some pictures of a couple typically placed APs with as much of the surrounding environment showing as possible, I can let you know if I see any environmental factors that may be causing issues for you.

Re: My users are having a lot of connection issues.

AnonymousM — Wed, 06 Mar 2019 21:57:42 GMT

Our office is pretty open. And very few people since we changed direction and didn't hire the sales team we'd planned to. You can see the map in our portal showing where the AP's are located. if you need any clarification of where the pics are taken let me know.

Re: My users are having a lot of connection issues.

AnonymousM — Wed, 06 Mar 2019 22:02:24 GMT

Adding more pics

Re: My users are having a lot of connection issues.

AnonymousM — Wed, 06 Mar 2019 22:02:34 GMT

Adding more pics

Re: My users are having a lot of connection issues.

AnonymousM — Wed, 06 Mar 2019 22:02:45 GMT

Adding more pics

Re: My users are having a lot of connection issues.

AnonymousM — Wed, 06 Mar 2019 22:03:00 GMT

Adding more pics

Re: My users are having a lot of connection issues.

samantha_lynn — Wed, 06 Mar 2019 22:03:05 GMT

I'm sorry, I'm not sure the pictures are coming through. Could you email them to me at Communityhelp@aerohive.com?

Re: My users are having a lot of connection issues.

AnonymousM — Wed, 06 Mar 2019 22:03:09 GMT

Adding more pics

Re: My users are having a lot of connection issues.

AnonymousM — Thu, 07 Mar 2019 03:56:07 GMT

I haven't heard back from the vendor's tech so I'll have to try to make some changes myself. DO you have any time to walk through them with me on the phone? In the screenshots where does it show the AP name?

Re: My users are having a lot of connection issues.

samantha_lynn — Thu, 07 Mar 2019 04:04:57 GMT

In the data screen shots I sent you, the acsp neighbor list will display the BSSID of the SSID it is picking up. The first part of this BSSID will be the APs MAC address, but the last few characters will be different so it is sometimes difficult to pin down a particular AP. I would start with the AP you pulled tech data from, and any surrounding APs to begin with, and then re-check the acsp neighbor output to see where we are after those changes.

If you'd like a technician to walk through this with you on the phone, we'd be happy to set a time to speak with you. I've enabled case creation access for you per your account's support level. If you go to Cases in the tool bar within Hive Community and go to either All Cases or Open Cases, then click on Open a Case, that would be the best way to request a call time with us. If you can send me your case number once you've submitted the request, I will update it with everything we've discussed so far so you don't have to repeat it and the technician is up to date.