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Clients randomly disconnect and cannot connect agaih

Clients randomly disconnect and cannot connect agaih

alex_thurley
New Contributor

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

11 REPLIES 11

alex_thurley
New Contributor

Hi Sam,

 

Thank you. I've followed up via email accordingly.

 

Alex

samantha_lynn
Esteemed Contributor III

If you are comfortable sharing I would be happy to take a look. Please feel free to forward that to communityhelp@aerohive.com.

alex_thurley
New Contributor

Hi Sam,

 

I can provide you with the email communication with the systems engineer from Aerohive. I have no ticket number at all.

 

Alex

samantha_lynn
Esteemed Contributor III

Could you provide (here or via email) the case number you have opened with Aerohive support directly so I can follow up on the case for you to see where we are now and how we need to move forward?

GTM-P2G8KFN