What is the best way to troubleshoot connectivity issues

[nicholas_pomee]

Hi we have a couple of Wifi Issues across a couple of our sites where.

- Users dont roam between APs properly

- When connected to one AP the user's will lose network connectivity and then it will come back 5 mins later.

- Some APs give better signal than other APs, all APs are the same model and the same firmware version.

- The ExtremeCloudIQ maps dont seem to be accurate.

We have spent a few days trying to work through the configuration and making some changes but it doesn't seem to improve or fix the issue. I thinking that it is a configuration issue but cant work out what. Have worked a lot with other Wifi Solutions but first time with aerohive.

Wondering if there is something we may be missing or something else we could try?

[samantha_lynn]

Thank you for sending the tech data over, I'll take a look at that and let you know what we find. I also linked your contact record to your account, but it looks like your accounts support has expired so you'd need to get that renewed to open a technical support case. I'll include the email address you can reach out to in order to start the renewal process in my email with your tech data results.

[nicholas_pomee]

Thanks @Sam Pirok​ 

I have run through this before but ran through it again and made some adjustments to power to get RSSI of other APs into range they say should be acceptable ( just takes ages for it to rerun background scan). Cant see anything too out of the ordinary but users still experiencing issues.

Im trying to get my account assigned to my business product so that i can contact support. Cant seem to work out how but have run tech reports and emailed them through

[samantha_lynn]

For the poor roaming, different signal coverage, and dropping wifi I might recommend looking in to Radio Frequency interference or running some auth debugs, replicating the issue, and then checking the buffered log for any errors related to your test clients MAC address.

This guide reviews how to ID and troubleshoot Radio Frequency Interference in ExtremeCloud IQ: https://thehivecommunity.aerohive.com/s/article/Radio-Frequency-Interference-NG

This guide reviews how to enable auth debugs: https://thehivecommunity.aerohive.com/s/article/Authentication-Auth-Debugs

For the maps issue, you'd likely need a case to troubleshoot that further with an engineer.