topic Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID? in Aerohive Migrated Content

How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

matt_nissen — Sat, 03 Aug 2019 02:42:59 GMT

I am going crazy trying to troubleshoot a problem we have at our site with Hivemanager cloud and about 20 AP250's..... it all started in our warehouse/production area and Intermec scan guns.

I have taken over the wireless since our network guy has not been replaced and what i have found out from our production/warehouse users is that the wireless never worked - constant dropouts and no roaming ever happening.

After some research i have found configurations perfect for our site. The result is that 3 out of 4 of our SSID clients have much faster connections and no roaming issues.

The SSID for our production scan guns is still having issues roaming. there are specific spots but i have found most the time, they seem to struggle with Authentication response time.

I'm trying to figure out where they authenticate from, the AP itself or the hivemanager cloud....

Radius is configured onsite so our corporate ssid works fine... i added our DNS server so the response is fine...but Gateway ARP and authentication seems to really take a long time.

Any suggestions would be great!

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

samantha_lynn — Mon, 05 Aug 2019 20:08:37 GMT

We are a controlerless environment so the clients are connecting to the APs and not the HiveManager. With slow speeds and frequent disconnections, the most likely culprit is Radio Frequency Interference. If you could send me tech data from some problematic APs, I could let you know if you have any significant interference in your network and how to mitigate it if we do find interference. If you'd like to email the tech data to me directly, my email is communityhelp@aerohive.com.

These guides review how to get tech data, either through the HiveManager GUI or the APs CLI, whichever is easiest for you:

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

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

matt_nissen — Tue, 06 Aug 2019 01:01:31 GMT

Sorry for the delay....thank you.

Sam, you were helping me with a different AP before..... this is a different AP that I swapped in place of the other one that is having the same exact problems..... even if I turn down the transmission on both 2.4 and 5 to 2... it still does the same thing.... I found this morning that it had a UDP flooding message coming from some device connected to this AP on our guest ssid…. I figured I finally found the problem or something...but no.

we also configured a different port on the switch to use AND a different spot on the punch panel.... still same problems....

I even moved the AP to a different spot in the warehouse office... I was just thinking of simply putting that thing on a desk to see what that does instead of being in the ceiling.....

thanks for all your help.

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

samantha_lynn — Tue, 06 Aug 2019 01:35:12 GMT

Thank you for that tech data, I'm seeing a 71% CRC failure on the wifi1 radio. That means 71% of the traffic processed by this AP is too damaged to read the first time and has to be resent at least once (likely more than once) before it's readable and the AP can move on to the next bit of traffic.

CRC failures are usually caused by environmental factors like metal, glass, or water. Would you be able to send a picture of the AP with as much of the surrounding area around the AP showing as possible so we can start to rule out any environmental factors that could be damaging your signal?

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

matt_nissen — Tue, 06 Aug 2019 01:41:09 GMT

I will provide you a picture, no problem....but...is there anything else you can look at that might tell us something else?

should I try setting the transmission to 2?

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

samantha_lynn — Tue, 06 Aug 2019 02:58:05 GMT

Sure thing:

Setting the power to 2 might help if the issue is overlapping signals, but I took a look at your neighboring devices and none of them seem to be overlapping significantly.

You are getting background scans through, so we can be sure the data we're looking at is current.

I checked your client devices signal strength and they all had good signals, so that's good news.

Your wifi0 retry rate is a bit above where we'd like to see it (anything below 10% is fine, anything above that might be an issue, and the AP had around a 19% retry rate, which again means that 19% of the traffic is damaged and had to be resent), but not nearly as bad as the wifi1 CRC failure rate.

It would make sense that swapping the AP out with a different one didn't help if the issue is environmental, so we're back to those pictures to rule out environmental issues.

Your CPU looks good, the airtime percentages look balanced, and we aren't flooding the AP with traffic (you're getting about 18 packets per second and we don't typically see problems until we reach 30 packets per second or more, so that all looks good).

I checked your buffered log but most of it is about the interference alerts that 71% CRC failure rate is going to be causing, so I think that is where we need to focus at the moment.

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

matt_nissen — Tue, 06 Aug 2019 02:59:33 GMT

here is the picture...as you can see...brick walls everywhere.... and big metal racks.... but just inside that room it takes forever to re-associate .

About 12 other AP's in production are surrounded by brick walls and metal cages and everything works fine in there...its this one AP.

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

matt_nissen — Tue, 06 Aug 2019 03:01:47 GMT

its wifi1? everything i'm testing is on wifi0.....

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

samantha_lynn — Tue, 06 Aug 2019 19:49:13 GMT

Thank you for letting me know. Would you be able to run a remote sniffer packet capture? I'd like to get a better look at the traffic this AP is seeing. This guide walks through how to set up a remote sniffer packet capture, for reference: https://thehivecommunity.aerohive.com/s/article/Packet-Capture-in-NG

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

matt_nissen — Tue, 06 Aug 2019 20:13:49 GMT

here is wifi0

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

matt_nissen — Tue, 06 Aug 2019 20:14:42 GMT

and wifi1...which I turned off on this AP to try and troubleshoot

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

matt_nissen — Tue, 06 Aug 2019 20:21:04 GMT

now I have a whole new problem with a different AP that fails to take the delta or full update....

I have tried resetting it multiple times and it just comes back like nothing happened...

Re: How to troubleshoot network backend with Aerohive. Should clients be authenticating on the AP or the hivemanager cloud with a simple WPA2-PSK SSID?

samantha_lynn — Tue, 06 Aug 2019 21:05:03 GMT

Given the evolving issues here I think you might do best with a support case. I took a look at those captures but I'm not seeing an IPv4 or IPv6 traffic which is a bit odd. A technician will be able to do a deeper data dive with you so we can get to the bottom of these issues.