topic Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help in Aerohive Migrated Content

1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Thu, 25 Jul 2019 21:34:03 GMT

At one of our sites we have 1 AP250 that is having trouble with network passthrough. Every device should be configured with a standard the previous tech should have put in place but I found that every device is configured independently from the actual radio profile.

This device in particular didn't have the Native VLAN values needed...which after I entered, every device was able to finally get an IP and work!

Now devices that are connected to it will stay connected but seem to lose any network access (can't reach internet, company shares etc...)

This AP has apparently been a problem for the users near it for a couple years and IT is now finding out about it..... the application guys have just been telling the users to reboot a million times.

Looking at immediate errors or diagnostics show nothing but good values...

Any help would be great! Thanks!

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

samantha_lynn — Fri, 26 Jul 2019 01:14:28 GMT

Could you send tech data from that AP? If you'd like to send this directly to me, my email is communityhelp@aerohive.com.

These guides review how to get tech data, depending on which HiveManager platform you are using:

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

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: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Fri, 26 Jul 2019 02:37:19 GMT

Emailed the file to you - thank you so much for your help!

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Fri, 26 Jul 2019 02:49:12 GMT

Could not send through email - attached the file to this message.

Thank you for your help!

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

samantha_lynn — Fri, 26 Jul 2019 03:47:35 GMT

Thank you for that tech data. I'm seeing massive interference on wifi1, in the form of 85% CRC failures. That means that 85% of the wifi1 traffic has to be resent at least once, likely more than once, before it gets through and the transmitting AP can move on to the next group of packets. Wifi0 looks fine, which is odd for CRC rates. CRC errors are usually environmental, so wifi0 and wifi1 are typically affected in a similar way. Would you be able to send me pictures of the AP, with as much of the surrounding area showing as possible, so I can rule out environmental factors for you? I would recommend emailing those to me at communityhelp@aerohive.com if you can.

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Fri, 26 Jul 2019 21:34:18 GMT

Thank you so much for the quick response, sorry mine couldnt be faster.

Last night i went ahead and turned off wifi1 and magically everything connected fine. Then i started testing the roaming from that AP out to our production area and back and the several devices i tried failed to grab an IP.

When i walk FROM that AP into another AP the roaming works great!.....its whenever we enter the airspace for that AP is when it fails..... so i'm not sure if wifi1 5ghz was even a problem....or if its the AP itself.

I dont have a picture....but this AP is in an office upstairs from the warehouse office in the ceiling. I would imagine there could easily be interference from the structure of the warehouse in general - TALL metal shelving all up and down the warehouse... i was going to work on simply purchasing another AP just to put out in the warehouse....but then i thought...maybe i need to actually figure out how many AP's i need and where to place them....and maybe a different AP besides the AP250 might do better in that specific environment?

Thank you again for your help!

Also.... there are so many DHCP errors on any devices connecting to this AP.... i wonder if its a setting on the AP? we have DHCP on our backend... how should the AP be setup?

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

samantha_lynn — Fri, 26 Jul 2019 21:42:43 GMT

For a DHCP server on your backend, you would just want to set the right VLAN in the user profile. The clients will send a DHCP request on the VLAN you set in the user profile, and the DHCP server should respond to begin the DHCP handshake.

As for the interference, environmental factors that we want to avoid most for wireless environments are metal, glass, and water. All of these tend to fragment the wireless signal, leading to those high retries. If you can't avoid the metal, glass, or water, it's best to have many APs with a very low power settings.

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Fri, 26 Jul 2019 21:44:50 GMT

Also, i can run the - test DCHP from the AP and it always has a green success response.... so i'm not sure...

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

samantha_lynn — Fri, 26 Jul 2019 21:50:27 GMT

Since the DHCP probe is working, I'd like to see a packet capture taken while a client tries to get an IP from this AP. That will show us which DHCP packets are getting through, and that would narrow down where the issue is. This guide reviews how to set up a remote sniffer packet capture using HiveManager: https://thehivecommunity.aerohive.com/s/article/Packet-Capture-in-NG

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Fri, 26 Jul 2019 21:57:28 GMT

How should the AP be setup to use OUR backend DHCP properly?

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

samantha_lynn — Fri, 26 Jul 2019 21:59:13 GMT

You would want to set the APs Native VLAN in the device specific settings of the AP to a VLAN that had a DHCP server on your backend.

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Fri, 26 Jul 2019 22:09:35 GMT

I actually took a capture of this a few days ago.... but i will also provide a new capture of the wifi0 only - i turned off wifi1

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Fri, 26 Jul 2019 22:28:08 GMT

What about the turning GRE on for Layer 3 Roaming Threshold? Do i need this on or off?

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

samantha_lynn — Fri, 26 Jul 2019 23:07:57 GMT

Thank you for those captures. Can you tell me the MAC address of the client that was having issues so I can filter for the correct traffic?

As for the GRE tunnel, you don't need this for standard DHCP, only if you intended to try to roam via layer 3.

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Sat, 27 Jul 2019 01:36:10 GMT

It's been every device connecting to the AP on SSID Peru - I could give you a few to work with: CK3B21021239424, CK3X191X1500124, CK3B21221039292

Is Roaming via layer 3 better?

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Sat, 27 Jul 2019 01:36:50 GMT

Actually, I misspoke.... its anything on that AP on all SSID's.

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Sat, 27 Jul 2019 01:40:41 GMT

I gave you the host name, not the mac's of the clients, sorry... here are some of the client macs:

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

samantha_lynn — Sat, 27 Jul 2019 01:53:00 GMT

I need to run a filter to see one clients traffic in the packet capture, and I'd need to see a DHCP failure to see where the problem is. Did all of these clients try and fail to connect while you ran the first packet capture?

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

matt_nissen — Sat, 27 Jul 2019 02:07:48 GMT

It's hard to keep track of.... I know this guy has had lots of problems - CK3B21021239424

I'm also noticing a weird thing when looking at the connection status per client.... in the Network Usage it shows SSID and User Profile..

It has default-profile then our profile next to it.... is this normal? could this be causing delays?

Re: 1 AP250 out of 20 at one site is having trouble providing network access. Devices can connect to it and receive an IP but they will lose any sort network access. What should I be looking at? Please help

samantha_lynn — Sat, 27 Jul 2019 02:22:27 GMT

That report is just comparing the two user profiles, it won't effect the traffic at all. And could you tell me the MAC address of CK3B21021239424?