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Clients randomly disconnect and cannot connect agaih

Clients randomly disconnect and cannot connect agaih

alex_thurley
New Contributor

‎01-15-2019 08:36 AM

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

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alex_thurley
New Contributor

‎01-17-2019 08:29 AM

Hi Sam,

 

Thank you for your reply. How shall I transfer the tech data? Can I email a link?

 

Alex

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samantha_lynn
Esteemed Contributor III

‎01-15-2019 02:29 PM

Could you send tech data from an AP with a client that is currently having this issue? Please include the MAC address of the client that is unable to connect as well so we can focus on the correct traffic. I'd also recommend running some auth debugs so we can get more information on any authentication failures that may come up.

 

Auth debugs:

_debug auth basci

_debug auth verbose

 

To get tech data using HiveManager Classic (myhive.aerohive.com):

Monitor> Select the check box next to the AP> Utilities> Get Tech Data. If you attach the file to the case for us we will review it and let you know what the next steps will be.

 

To get tech data using HiveManager (formerly NG, cloud.aerohive.com):

Tools> Utilities> Get tech data> Check the box next to the device> Get tech data (blue button at the top of the page this time).

 

This guide reviews how to get tech data from the CLI of the AP in case that is more convenient:

https://thehivecommunity.aerohive.com/s/article/Collecting-Tech-Data-via-CLI

 

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