topic RE: EWC - V9.21.15 - AP3620 reboots unexpected (if users generate too much traffic ) in ExtremeWireless (Identifi)

EWC - V9.21.15 - AP3620 reboots unexpected (if users generate too much traffic )

M_Nees — Wed, 01 Feb 2017 04:05:00 GMT

My customer complains that a AP3620 reboot only based on the user load. Is this possible ??

I use EWC V9.21.15.

ap.log tell me that the regarding AP has bootet - but which trace file or log message tell me the reason for the last boot ?

Please help.

Regards

RE: EWC - V9.21.15 - AP3620 reboots unexpected (if users generate too much traffic )

Ronald_Dvorak — Wed, 01 Feb 2017 04:16:00 GMT

I'd upgrade to v10, there are no known bugs in v10 for AP26xx and AP36xx.

RE: EWC - V9.21.15 - AP3620 reboots unexpected (if users generate too much traffic )

M_Nees — Wed, 01 Feb 2017 04:16:00 GMT

Good joke ....

RE: EWC - V9.21.15 - AP3620 reboots unexpected (if users generate too much traffic )

Ronald_Dvorak — Wed, 01 Feb 2017 05:38:00 GMT

Go to GUI > Logs > AP > Traces
Select the AP and click on retrieve traces.

If the controller is in a good mood that should download the AP trace file.
Open the .tar file and you'll find ap.logLastReboot.gz and one or more files with the name ap-report.txt*.gz.

Might be that you'd find the cause in this files or you'd need to open a ticket so the GTAC could take a look in the incl. dump.

BTW, does the > Logs > AP > Logs > Severity:All .... doesn't show the reboot cause ?

RE: EWC - V9.21.15 - AP3620 reboots unexpected (if users generate too much traffic )

M_Nees — Wed, 01 Feb 2017 05:38:00 GMT

You are right getting Trace Files from AP is not very reliable... i need 3 tries ...

unfortunately ap.logLastReboot.gz is corrupted but ap-report.txt tell me something:
Jan 1 00:00:52 kernel: kTrapMonitor: process cap is missing (fatal) -- reboot in [5+ sec]

As you see below is decide opening a case.

Regards,
Matthias

RE: EWC - V9.21.15 - AP3620 reboots unexpected (if users generate too much traffic )

Gareth_Mitchell — Wed, 01 Feb 2017 21:07:00 GMT

Hi Matthias

I would recommend you open a case to have the logs looked at.

-Gareth

RE: EWC - V9.21.15 - AP3620 reboots unexpected (if users generate too much traffic )

M_Nees — Wed, 01 Feb 2017 21:07:00 GMT

Case opened 01281431

Jan 1 00:00:52 kernel: kTrapMonitor: process cap is missing (fatal) -- reboot in [5+ sec]

RE: EWC - V9.21.15 - AP3620 reboots unexpected (if users generate too much traffic )

M_Nees — Mon, 06 Feb 2017 15:29:00 GMT

The problem is solved!

With the help of the excellent GTAC (thanks to Gareth) - we can find the root cause and solve the problem.

The Switchport was (historical) set to 100MBit and not to 1000MBit. Changing that solved the problem.

Regards,
Matthias

RE: EWC - V9.21.15 - AP3620 reboots unexpected (if users generate too much traffic )

Gareth_Mitchell — Mon, 06 Feb 2017 15:29:00 GMT

Thanks Matthias, to close the loop I wrote this article: https://gtacknowledge.extremenetworks.com/articles/Solution/AP3620-looses-connectivity-to-the-controller-under-heavy-traffic-load