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Unleashed AP - Suddenlty Factory Reset

unknown

Hello,

i have a strange issue which happend two times now.
A few weeks ago Customer told me that two Outdoor-Mesh-APs (T300 Unleashed) are not accessable any more.
We exchanged the APs and Customer shipped the defective APs to me.
I checked the APs. Strange Thing: APs where set to Factory Defaults. There were not defective. After configuring them they worked again without any issues.

Few days ago same issue at this Site but now with two T301s Unleashed.
T301s were not reachable anymore. Customer exchanged the APs and send me the two faulty ones.
After checking the APs, they were Factory Resetted again.

I ask me how the hack the APs can get Factory Resetted by itself?
This APs are mounted at 15m high. Nobody can reach this AP so easily to reset them.
Maybe an consequenz of an thunderstorm? Overload? Can this be possible? Or maybe a wrong grounding?

I don't really have an idea.
Maybe someone else?

Thanks.
KR
Marco

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toomas_kadarpik

Are you using fixed or dynamic ip-s ? We saw problems at least with dynamic management IP-s1

unknown

I am using fixed IPs.

unknown

Could you let me know firmware version for UAP?

If in 200.2 or 200.3 using fixed IP, Plz upgrade 200.4 and use dynamic IP for aps and management interface IP for master mgmt.

Currently when a UAP which had master role is rebooted, the ap is factory reset after reboot.

And config is synced from new master.

If version 200.2 or 200.3, the ap , at that time, I have seen many times that a rebooted ap which had master role don't find new master.

And when the ap is rebooted, if it have no dhcp server, the ap never works.

If version is 200.2 or 200.3, due to above reason, I had seen factory reset many times.

Regards.

unknown

FW is 200.4.
Because there is no DHCP and Customer don't want a DHCP within the Network, i have to use static IPs.
The APs which lost there config are Mesh-APs. So they cannot be Master-APs. Only Root-APs can be a Master.

unknown

ok. I got it.

You must deploy dhcp server on the network side.

We worked test many times for this symptom.

If a ap which had master role is rebooted due to some reason such as power issue or kernel panic and so on, the ap is factory-reset.

Then the aps have dynamic ap from dhcp server after rebooting, the ap join to new master and thier config is synced by new master.

Plz deploy dhcp server.

And this symptom must fix for static environment.

Regards.

unknown

Thanks you for your help.
But i dont get it why a DHCP Server should solve my issue? Also because the problematic AP were never and will never be Master-APs.
Unfortuantelly it is needed that e. g. AP01 has IP xxx.xxx.xxx.1 and AP02 has xxx.xxx.xxx.2.

Maybe from Ruckus can say something regarding this issue.
Sporadically resetting Mesh-AP which are mounted 15 Meter high are not really funny. Customer is also upset and i have to look for an 100% Solution to prevent this behaviour.

Such Kind of Device should never loose his config by itself.
Thanks.

unknown

I think so Marco.

Must don't lose his config any condition.

Because I had met similary issue on 4 customer site, Our team worked many test, and found that currently UAP have to need dhcp server.

I think that ruckus must fix about this issue.

unknown

Yes, definitly yes.
Loosing Config may not be a Problem in a simple Network with DHCP and without Mesh-APs.
But in my Case it is horrible. If a Mesh AP loosing his Config he is not able to access the DHCP because he as no Mesh Information anymore.

So if this is a known issue/bug, there must be a Solution for this from Ruckus.

michael_brado

DHCP provides the default-router to your APs. Mesh APs reboot if they lose def-gw access. The APs do NOT lose configuration unless you factory default them, but you cannot use Static IP to create an Unleashed network with Mesh, you must connect your intended Mesh APs to the LAN in order to get configured before you deploy them in Mesh mode.

unknown

Michael, Thanks for your reply.
Yes. For creating a Unleashed Network DHCP is needed. This is true.
But there is also the Option to give an AP a static IP. After setting up everything i think it should not a Problem to work with static IPs.

But think about this in my case:
The Mesh AP has a Switch connected to his LAN Interface. This is needed to provide Network connectivity to some LAN Devices.
Of course it can be possible, that the Mesh-AP has some connectivity issues (Interference, DFS Channel, etc.).

Maybe there is an issue that the AP loosing his Mesh Link (DFS Channel, Interference). After that he can't reach the Default Gateway. AP tries to reach GW over LAN (where only a Switch and some LAN Devices are connected) and can't also reach the GW.
Like you say the AP should/will restart after that because for him it seems there is no GW reachable anymore.

What happends then?
Clears the AP his Config because he want's to re-download it from Master, like Jeronimo says?
If yes, this behaviour is not really good for a Mesh AP. Without Mesh-Link-Information that AP will never be able to reach the Master to get his config.

So i always have to unmount the AP, enable DHCP, connect AP to cabled Network to reach Master and get Mesh-Info, disable DHCP, mount AP back at Pole?

Maybe my case is a little bit special but this are setups which are used in "wild-life".

unknown

Hi Marco and Micheal.

At our test, we found that only ap changed role(master ap -> membe ap) worked factory-reset and download config from new master.

Regards.

michael_brado

No AP should ever lose configuration unless it's been factory defaulted by manual reset button or controller issued remote AP command.
I have never in my 8 years seen it happen otherwise. Please contact Tech Support before you disconnect any other APs, and provide logs
and network diagram for a detailed analysis. https://support.ruckuswireless.com/contact-us

unknown

So i have test it by myself.
I have two APs (R510 and T300), both Unleashed.
R510 is Root-AP
T300 is Mesh-AP

I simulated Interferences so T300 lost his Mesh-Link to R510.
After some time (i think 30 Minutes) the SSID "island-XXXXXX" comes up.
Resolving the Interferences Mesh-AP comes back only and everything is good.

So i simulated Interfernces again but for a longer period of time (about 48h).
After that, my T300 ist not able to connect any more to my R510.
AP still showing "island-XXXXXX" SSID and is shown as "Disconnected" within my Unleashed GUI.

I don't know after which period of time the Problem comes up. In my case the T300 was disconnected from Mesh-Link about 48h. Maybe this behaviour comes up in much less time.

Next Steps:
I still did not connected the "lost" Mesh-AP to an DHCP enabled Network.
I am pretty sure that the AP get's connected again if i will connect it to my cabled Unleashed Network again.
I don't know what happens if i will connect it to an OTHER DHCP Network where no Unleashed AP exists.

I think i will open a case to clarify how to bring back my Mesh-AP online again without touching (in Customers Case unmounting) it.
There is a SSID "island-XXXXXX" but i did not get manged it to access the AP over that Network.

Thanks.

unknown

Hi there,

I'm from the Netherlands and we experience the same problems. We have about 20 UL networks each consisting of 4 T300 AP's of which one is connected to a router and the other three AP's are wirelessly meshed. Note that we do use DHCP.
In at least 5 of these 20 networks we experience "spontaneous factory resets" every few weeks or days of some of the meshed AP's.
DHCP is not the solution for this problem.

unknown

Hi Michael,

I did raise a case with tech support and provided logs. Case # 00557959

unknown

well this is a indeed a major issue and issue should get priortized to P1...

unknown

whats the current status for this Case # 00557959 ??

unknown

This is very very serious issue.

Especially, in mesh network.

Must fix it asap.

unknown

waiting for ruckus support

unknown

Now I have same issue at another Site, too.
For me it seems that i happends in Mesh-Networks where some Interference present.
If the Mesh-Link of an AP is not always 100% stable, the AP has a higher risk resetting itself to Factory Default.

In a Mesh Setup with high mounted APs a serious issue.

stanley_zhou

Hi All:
In Unleashed AP, only one way the AP will set factory automatically, that's PK fail (There are two master AP, it PK, then one master will become member AP).
I guess in this case, whether in some reason the mesh AP (T300) gateway is reachable and become root role, then it is elected as master, then come back into the network, it PK by the old master, so it will set factory.
Can you tell me what's Ip configure for this T300? and what's IP configured for the Master AP? please give us the IP, and gateway infomation. SDC will try to reproduce it.

Anyway, in 200.4 patch (200.4.9.13.49) and 200.5 version, we have changed the logic, when Pk fail, if the AP is not gateway mode, it will not set factory, it only reboot. So I think if can customer can try to use 200.4 patch or 200.5 version.

unknown

What does PK mean?

unknown

We had found another symprom.

When master ap changed to member ap or memeber ap changed to master ap, sometimes the ap is taken old master ip, then old master and new mster are conflicted ip due to have same ip.

We have met this symptom about four times on out LAB and a customer site.

The UAPs have static ip.

If this symptom was happened, the network have been unstabled.

Regards.

unknown

Yes, i also asked me, what PK means?
I have Version 200.4.9.13.47 installed in my Networks. Where do i find 200.4.9.13.49 or 200.5?

IP Config:
Default GW: 172.17.5.1
DNS: 172.17.5.1
AP01 ::: Root-AP ::: 172.17.5.61 ::: T301s
AP02 ::: Root-AP ::: 172.17.5.62 ::: T300
AP03 ::: Mesh-AP ::: 172.17.5.63 ::: T300 ::: Factory Resetted
AP04 ::: Mesh-AP ::: 172.17.5.64 ::: T300 ::: Factory Resetted
AP05 ::: Mesh-AP ::: 172.17.5.65 ::: T301s ::: Factory Resetted
AP06 ::: Mesh-AP ::: 172.17.5.66 ::: T301s ::: Factory Resetted
AP07 ::: Mesh-AP ::: 172.17.5.67 ::: T300
AP08 ::: Mesh-AP ::: 172.17.5.68 ::: T300
AP09 ::: Mesh-AP :::172.17.5.69 ::: T300

The LAN Interface of each Mesh-AP is connected either to a IP-Cam or with a Switch (and Multible IP-Cams).
Thanks.

unknown

Not sure what PK means either. I suspect Stanley means the Paraphrase Key (The wireless mesh key).
In our set-up we use networks of 4 T-300 AP's of which only 1 has a cable connection, This one is always the only the master . The other 3 are wirelessly meshed.

I do understand that one of the meshed AP's might loose it's connection with the master AP for any given reason. (Interference, restart of the master etc..)
What I don't get is how the meshed AP after restart would somehow decide it might be master? It can not reach the gateway by any other means than the wireless uplink to the "only real master". Even more so, as we use DHCP it doesn't even get an IP address if no connection can be established to the DHCP server, which it only can reach via the original wireless uplink. IP conflicts are out of the question therefore.

We also run 200.4.9.13.47 and would very much like get any firmware version that would prevent automatic factory defaults.

unknown

Today I received a text from the customer the AP once more fell into "configure me state" This is the 3d time in 3 weeks and the second time in 4 days. This is riducules bad service. For me It is a 4 hour drive to the customer for the 3 time in 3 weeks 😞 This time I will replace the network witch a different brand Wifi solution because I cannot explain this lack of performance anymore. Please Ruckus fix this a.s.a.p. because this is realy bad for our business.

unknown

I tested UAPs all connected wired network without mesh network.

In wired network, similary and diffrerent symptom are also happend.

Regards.

michael_brado

No, Stanley Zhou, T300 mesh AP cannot become Master AP. I don't know "PK" acronym in Unleashed terms either.

Everyone needs to please open individual tickets with Tech Support, and provide your logs and network diagrams.

If this is indeed something with APs going to factory default, it needs to be tracked by Tech Support, who can open Bugs with Engineering.

Please open a ticket with Tech Support, or ask for escalation of your existing tickets if no Bug has been filed on your behalf (yet). Thanks!

https://support.ruckuswireless.com/contact-us

unknown

Escalation and bug fix requested with tech support 5 mins ago. Logs I provided earlier already.

unknown

Ticket opened with Case No 00556991

unknown

Please share your Solution or Result with us if you have some new Information. Thanks.

unknown

Additional Info:
I saw this Problem first with FW 200.4.9.13.47.
Before that i had installed a 200.3 without Factory Resets.

michael_brado

The Bug ID is ER-5664: Unleashed 200.4 Frequent AP kernel panics, and the Developers are checking to see if fix is in potential 200.5 Unleashed (GA), or it certainly will HAVE to be! I filed the bug.

michael_brado

Thanks Marco, I added that comment to our bug.

unknown

Thanks for Feedback.
Hopefully 200.5 comes fast.
Yesterday the next Mesh-AP (T300) resetted. This is Number 5 within about 3 Month.

unknown

looking at entire thread... issue is specific to unleashed based setup, mesh and T300. correct?
do we see this issue on some other model like Unleashed R500 and Mesh...??

unknown

I've seen the same problem with 200.3 sw.

I only have this experience with T300 meshed networks. This might mean the problem is in the T300 but doesn't have to mean that. We also use R510 UL networks but in those cases the networks are: 1- indoor, 2-fully cabled. So no ceteris paribus comparisons there.

One thing I also observed is that the "kernel panics" somehow seem to get triggered by "radar detection". The odd thing is that an other network,150 meters away from it doesn't detect radar. As (weather) radars are quite powerful it doesn't make sense that one network does detect radar and the other networks (which are exact copies) do not. I wonder if a false positive on radar detection might trigger a kernel overload?

unknown

Ok. I thought about it. It may be that i have seen Factory Resets with 200.3, too.
It may be that my first "factory-resetted" APs were 200.3. Not 100% sure.
But i have the feeling that there are more Resets with 200.4.

Your observation may be true. Yes. My two problematic Sites have also a lot of radar detects. On other Sites where no Factory Reset occours (till now) have no or less radar detects.
Maybe Radard detects (no matter if false positive or not) may trigger "kernel overload" or "Factory Resets".

unknown

Customer Support mentioned that the Bug with ID ER-5664 are also the root cause for my Factory resetted APs.
Bug will be resolved in 200.5.
Customer Support timelined 200.5 for first week of october.
I hope so.

unknown

thumb up.

unknown

200.5 is released but within the Release Notes i don't find any Information about a resolved "Kernel Panic" or "Factory Reset" Issue.
Did i missed something or is the Issue not solved till now?
Please clarify.
Thanks.

unknown

Does nobody have a feedback for me?
Anyone tried 200.5 can confirm that Issues are resolved?
Thanks.

michael_brado

Yes, DevEng has confirmed the the fix for ER-5664 is incorporated in 200.5.10.0.235 (GA) release
that is posted to the Support portal, and what you get upgraded to via Online Upgrade option.

https://support.ruckuswireless.com/products/82-unleashed#firmwares

I've asked Tech-Pubs to update the Release Notes, thanks.

https://support.ruckuswireless.com/documents/2025-ruckus-unleashed-200-5-ga-release-notes

• Resolved an issue that could cause kernel panic in Unleashed APs running release 200.4.

[ER-5664]

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