Clients randomly disconnect and cannot connect agaih

[alex_thurley]

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

[alex_thurley]

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

[alex_thurley]

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

[samantha_lynn]

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.

[alex_thurley]

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).

[alex_thurley]

I've messaged you now with the information attached.