topic Re: Mac airbooks disconnecting in Access Points - Indoor and Outdoor

Mac airbooks disconnecting

itdept_head_me — Thu, 04 Feb 2016 07:06:41 GMT

I am having massive problems with my R500 units and mac airbooks 10.10.5 / elcapitan
I have had support looknig at this for several weeks and they are of the mind that it is the mac airbooks not the ruckus equipment.

the problem occurs after the computer goes to sleep, it seems to be keeping the WIFI open but not the networking infrastructure to relay the data.

Even more annoying is it only does it with the ruckus, my $20us cisco , asus & TP-link functions without any problems., they seem to force the connection closed, ready for the mac to re-connect after it comes out of sleep.

Re: Mac airbooks disconnecting

martin_martin — Thu, 04 Feb 2016 07:28:12 GMT

Hi,

Did you update the mac with the latest updates of El Capitan.
Cause the first versions of El Capitan had driver issues.

Regards
Martin

Re: Mac airbooks disconnecting

itdept_head_me — Thu, 04 Feb 2016 10:31:35 GMT

Still won't work.

took a 10.10.5, not working, took it to latest elcapitan, still same result, besides it works perfectly with everything but Ruckus

Re: Mac airbooks disconnecting

martin_martin — Thu, 04 Feb 2016 12:24:19 GMT

Hi,

I suggest you to open a case with customer support to have a detailed look at it.

Kind regards
Martin

Re: Mac airbooks disconnecting

itdept_head_me — Thu, 04 Feb 2016 12:27:19 GMT

did, due to various reasons it went on for 8 weeks, they came back that they consider it is the airbook computer NOT the ruckus equipment.
which is why I'm here

Re: Mac airbooks disconnecting

sid_sok — Thu, 04 Feb 2016 15:52:41 GMT

What is your support case number?
Can you use a second mac book to get some air capture of the various test?
Problem macbook with cisco (what model and code version)
Problem macbook with asus (what model and code version)
Problem macbook with ruckus (what model and code version)

If the problem is after the client wake up, you can set up the APs, to a specific channel, connect the client, close the lid for 30 seconds, open the lid and see if it can pass traffic?

If you have already done this test, are the packet capture in the case?

Sid

Re: Mac airbooks disconnecting

itdept_head_me — Thu, 04 Feb 2016 21:37:55 GMT

case ID : 00332321
is wire shark suitable for the captures?

macbook air, it seems to be most of them.
The one interesting case it a mac book pro, with exactly the same wireless chip & firmware revision works without issue as a non working macbook air, all other devices have same chip but different firmware revisions.
Second point of note, after wakeup the ASUS/CISCO have kicked the mac, but it reforms the wireless without prompting.(as long as it does not have access to ruckus)
for the ruckus, the mac comes up with the wireless already formed, but no traffic will pass.
3rd point , if the airbook has the pw for both the ruckus and other wifi, whilst it is sleeping, it seems to get kicked from the asus/cisco, then forms a connection with the ruckus and wakes up with a bad connection.

Same macbook air used for all tests, otherwise it is pointless.
packet captures are in the case notes, engineer had remote access to AP's

I pointed out that this case is holding up purchase of about 50k of wifi equipment for a new location,
if i cannot solve it, i must use cisco.

Re: Mac airbooks disconnecting

louis_philippe_ — Thu, 04 Feb 2016 21:59:53 GMT

I had a similar problem with my clients and my Unleashed AP, not specific to MacBooks, and the problem was the "Force DHCP" option was enabled and was causing issues. My clients could be connected to the WiFi but no traffic could go to the network. I disabled the option and now everything works great.

Re: Mac airbooks disconnecting

itdept_head_me — Fri, 05 Feb 2016 04:40:19 GMT

yes.... that is not the issue in this case.

Re: Mac airbooks disconnecting

itdept_head_me — Mon, 08 Feb 2016 10:00:42 GMT

so no follow up on this ?

Re: Mac airbooks disconnecting

martin_martin — Mon, 08 Feb 2016 14:35:39 GMT

Hi itdept_head me,

Please open a case via the support portal or provide us the case number you had , so the correct follow up can be done, including in-depth check of any available wireshark captures.

Kind regards
Martin

Re: Mac airbooks disconnecting

michael_brado — Mon, 08 Feb 2016 19:32:54 GMT

Sid asks if you have a case open, so we can get wireless traces, to really see what is the issue?

Re: Mac airbooks disconnecting

itdept_head_me — Tue, 09 Feb 2016 03:16:18 GMT

It's Chinese NY here everything is closed down.
ok opened it....,
It might have been easier to re-open the existing case.

Possibly wireshark is no use, the issue seems to be at a level beyond tcp/ip

Re: Mac airbooks disconnecting

dtsblake_588878 — Wed, 07 Dec 2016 17:15:35 GMT

Any resolution?

Re: Mac airbooks disconnecting

itdept_head_me — Thu, 08 Dec 2016 01:20:02 GMT

generally the macs going to sleep, or the user closes the lid.
Seems on newer OS X , the wifi is better at re-forming connection after sleep.

Also be aware that even the "airBook" might be exactly the same model & WIFI chipset purchased at SAME time , the damned apple WIFI firmware is NOT always the same.

No...... I have not seen any wifi update packages to standardise them.

Re: Mac airbooks disconnecting

dtsblake_588878 — Thu, 08 Dec 2016 10:41:46 GMT

I have a case open and am told ruckus "engineering" acknowledges a problem and is working on same. I do not understand why every ruckus customer with IoT is not having the exact same ios problems. One would believe this should be a priority for "engineering." Has brocade reduced the ruckus engineering budget. Does anyone know if Aruba has the same type of apple ios wifi problems?

Re: Mac airbooks disconnecting

andrew_bailey_7 — Thu, 08 Dec 2016 12:24:06 GMT

I've got a case open at the moment for iOS devices (iPad and iPhone specifically, no MACs involved) for devices disconnecting (ZD1200 in my case with 4 x R510 APs).

That seems to have been traced to 802.11R (Fast Roaming) and having disabled this feature (configurable per WLAN) it seems to have settled everything down.

Certainly not ideal- but is it something you have or could try perhaps?

I'm still waiting for case resolution so not sure what the fix will be- possibly another firmware update?

Kind Regards,

Andy.

Re: Mac airbooks disconnecting

dtsblake_588878 — Thu, 08 Dec 2016 12:41:54 GMT

Thanks Andrew.
For us, enabling 802.11R (Fast Roaming) helped reduce iOS sleeping connection problems. Ruck support (case 507511) suggested setting the wlan IDLE timeout to 500 minutes. Confused why disabling 802.11R works for you and enabling same helped us.

Re: Mac airbooks disconnecting

dtsblake_588878 — Fri, 09 Dec 2016 10:47:55 GMT

Ruckus support now believes the OSX "sleep" problem is solved on the apple client side using OSX 10.12.1. I am testing the theory............

UPDATE: 10.12.1 does not solve all ruckus wireless "sleep" problems. I have updated my open case with diagnostic reports.

=======================================================>
---------STEPS to capture Mac OSX wifi data per case worker-------------

"One of my Escalation Engineer had a word with the engineering team today. Based on the data given to Apple they have come back to us and informed us that the issues should be fixed in 10.12.1. So, please upgrade the MacBook to 10.12.1 and repeat the test. If you still see the issue, then please follow the below procedure to collect the logs:

- enable the seconds display on the clock.

- open a Terminal window and copy/paste: "/usr/libexec/airportd msglevel +scan +assoc +error” and press Return.

- In that same Terminal window, type: "sudo ipconfig setverbose 1” and press Return.

- Now, while holding down the Option and Shift keys, click on the WiFi icon in the top right corner and select “Debug->Enable Wi-Fi logging”. (If you see “Disable Wi-Fi logging”, the Wi-Fi logging is already enabled.)

The next time you see a connectivity problem, and *before* taking any recovery steps please:

- take a screen shot (Command-Shift-3) that demonstrates the problem and shows the clock time. It will be saved to the Desktop.

- generate a wireless diagnostic by holding down the Option key, clicking the WiFi icon and select "Create Diagnostics Report”. You will be prompted with the folder containing the report once it is finished.***

Please provide:

1) the screen shot

2) the wireless diagnostics.

3) the name of the network they expect to connect to."

<===============================================================

***[ThX CORRECTION: no prompt, file automatically added to /var/tmp after 3-7 minutes]

===============================================================
UPDATED 20161215-R2 added from TAC:

"I have provided the captures. Already there are so many ERs opened for this issue and Engineering team is working on it, still not sure problem is with Apple clients or thats Ruckus issue..."

==============================================================

UPDATED 20161219 talked to TAC, they are still working on known related problems. No solutions suggested.

================================================================

Re: Mac airbooks disconnecting

andrew_bailey_7 — Mon, 12 Dec 2016 15:12:03 GMT

Hello again,

My issue is still rumbling on too. Disabling 802.11R does seem to have improved things with the iDevices but not resolved the problem completely. I'm still seen devices falling off the network and not reconnecting.

I have increased the "Inactivity Timeout" as was suggested so I'll see if that makes a difference.

Kind Regards,

Andy.