topic Clients disconnection issue in Access Points - Indoor and Outdoor

Clients disconnection issue

bastien_lefebvr — Tue, 23 Jan 2018 11:39:39 GMT

Hi,

We have some issues about clients randomly disconnected from our Wifi.
It happens frequently without clear reason.
When they are disconnected, the can disconnect and reconnect to the network and it's working fine again.
Our Wlan is configured with WPA2/AES security.
No isolation, no captive portal.
We set the inactivity disconnection to 500minutes.
It's configured to provide a VLAN (33)

Our controller is a ZD1200
Firmware : 9.13.2.0 build 33
Our access points are R500

Do not hesitate if you need some more information.

Thank you for your help !

Matthieu

Re: Clients disconnection issue

rojen_subedi — Tue, 23 Jan 2018 11:48:50 GMT

had seen this issue with ZD3000 and stil having similar issue in Smartzone 100. Sent out multiple OTA captures . Issue still unresolved. All we see on the logs is "reason code 4" - client inactivity timeout and this is happening in IOS devices. Is yours issue the same? @Matthieu

Re: Clients disconnection issue

bastien_lefebvr — Tue, 23 Jan 2018 14:20:53 GMT

We have this issue especially on windows 7 computers.

For mac addresses that are disconnected, we can see this kind of logs :

STA-DISASSOC-REASON [ieee80211_input(),2097,received IEEE80211_FC0_SUBTYPE_DISASSOC] 10:08:b1:a0:9c:a1 rx_rssi=54,ack_rssi=0,reason=8,freq=2452,chan=9,rx pkt,byte;tx pkt,byte=(4712,1061152,75127,11654925).

I can't see some "reason code 4" - client inactivity timeout" in our logs.

Re: Clients disconnection issue

rojen_subedi — Wed, 31 Jan 2018 04:58:02 GMT

same problem here. Did multiple captures and sent support logs. All we get is reason code 4 as well. It really hard to replicate & customers complain different times of the day in diff location. Not possible to do the entire OTA capture with them.However managed to do OTA but still all Ruckus is saying is reason code 4 . Whats next? BTW this problem started in ZD3000 and still is present in our SZ100 with the latest code.

Re: Clients disconnection issue

milan_kothari — Mon, 12 Feb 2018 05:34:04 GMT

Try setting qos directed threshhold to 70 and check form controller.

Re: Clients disconnection issue

bastien_lefebvr — Mon, 12 Feb 2018 13:05:13 GMT

Hi, where we find this setting please ?

Re: Clients disconnection issue

michael_brado — Mon, 12 Feb 2018 22:46:34 GMT

QOS directed threshold value does not go to 70!

Re: Clients disconnection issue

michael_brado — Mon, 12 Feb 2018 22:47:06 GMT

From KBA-2849:

Ruckus APs by default convert incoming broadcast and multicast traffic to unicast. This feature has the following benefits:
1. By default both broadcast and multicast traffic go out at a lower data rate over wireless. Converting them to unicast enables the AP to send the data at higher rates. This behavior conserves airtime.
2. It also enables 802.11 acknowledgements. Acknowledgement from a receiver ensures reliable data transfer.

This features is turned on each SSID until the client count reaches 5. This feature gets disabled automatically once a 6th client joins the SSID.

If you have incompatibility issues with any application due to unicast transmission, there are certain commands you can run to disable this behavior even before the client count crosses 5.

These commands need to be run from "wlan" context in ZD CLI.

1. ruckus(config-wlan)# no qos directed-multicast
Above command will disable directed multicast which means a multicast traffic will go out as multicast traffic.
This command has no impact on the directed broadcast behavior which remains enabled.

2. ruckus(config-wlan)# qos directed-threshold 0
This command disables BOTH directed broadcast and directed multicast on the SSID. If there is only a single client, it will receive broadcast traffic as broadcast and multicast traffic as multicast.

Please note that you can specify any number at the end of above line based on your need. For example, it can be 1, 2, 5, or 10,etc. But be careful with any number above 5 since it will have performance impact on the AP.

Re: Clients disconnection issue

michael_brado — Mon, 12 Feb 2018 23:45:49 GMT

...don't go over 5.

Re: Clients disconnection issue

milan_kothari — Tue, 13 Feb 2018 07:00:53 GMT

ruckus>en
2)ruckus#config
3)ruckus(config)#wlan 'your wlan id'
The WLAN service 'your wlan id' has been loaded. To save the WLAN service, type 'end' or 'exit'.
4)ruckus(config-wlan)#

5)ruckus# qos directed-threshold 70

6)ruckus# exit ( type this to save the configuration)

Re: Clients disconnection issue

milan_kothari — Thu, 15 Feb 2018 12:46:52 GMT

Can you please let me know what kind of performance issue will be there if i exceed above 5 or 10 or set it to 70?

Re: Clients disconnection issue

deepak_chougule — Wed, 29 May 2019 04:49:39 GMT

same issue we are facing in our environment client not disconnects from AP but unable to reach Internet even they are not able to ping Gateway , AP. ..?

what are the troubleshooting steps for this issue.?

Re: Clients disconnection issue

michael_brado — Wed, 29 May 2019 21:24:02 GMT

Your message, with reason=8, says the client left the AP WLAN.

Re: Clients disconnection issue

michael_brado — Wed, 29 May 2019 21:26:20 GMT

What version of code running on what kind of controller?

How many of which model of APs?

How many WLANs being broadcast? What is authentication type on affected client WLAN?

How many clients on the APs?

Then describe network, from AP where clients can't ping the def-gw to your def-gw.

Re: Clients disconnection issue

sandeep_masilka — Fri, 07 Feb 2020 04:54:07 GMT

We have some issues about clients randomly disconnected from our Wifi.
It happens frequently without clear reason.
When they are disconnected, the can disconnect and reconnect to the network and it's working fine again.
ZD1200 & AP R510

Re: Clients disconnection issue

milan_kothari — Fri, 07 Feb 2020 05:16:56 GMT

Is it happening with all operating system? or any particular devices?

Re: Clients disconnection issue

jake_hedstrom — Wed, 01 Jul 2020 09:59:14 GMT

Did anyone here experiencing this issue find a resolution? We’ve been having clients randomly losing network/internet connectivity also. Client appears to still be connected to AP, although suddenly loses network, can’t ping gateway etc.

We’re running vsz-e controller majority r750 and r710 APs.

Also had a support case open with Ruckus for months with no resolution, numerous packet captures, ap support logs etc. no answers as yet.

Thanks in advance.

Re: Clients disconnection issue

rahul_hon — Sat, 05 Sep 2020 07:00:39 GMT

yes i am facing same issue with ruckus ZD1200 with AP R720 & T310C setup. tried every setting suggested by ruckus but no luck.

if any one has solution please update.

Issue: Clients are getting disconnected randomly.

Re: Clients disconnection issue

sanjay_kumar — Sun, 06 Sep 2020 00:29:49 GMT

Hi Rahul,

Can you share us more information about the issue?
1. Is it happening for all the clients or with specific models?
2. What is the ZD software version?
3. Did you observed any disconnection reason when the client is disconnected? (like what others has observed in this post).

Re: Clients disconnection issue

moshiur_rahman_ — Sun, 06 Sep 2020 01:19:58 GMT

I am getting disconnection issues with r510 and zd1200 log showing following

2020/09/06 00:04:20 AP Radio On High Radio [5G] of AP[5FL-R-606] is ON Clear
2020/09/06 00:04:20 AP Radio On High Radio [2.4G] of AP[5FL-R-606] is ON Clear
2020/09/06 00:04:18 AP Radio On High Radio [5G] of AP[2FL-R-315U] is ON Clear
2020/09/06 00:04:18 AP Radio On High Radio [2.4G] of AP[2FL-R-315U] is ON Clear
2020/09/06 00:04:17 AP Radio On High Radio [5G] of AP[4FL-R520] is ON Clear
2020/09/06 00:04:17 AP Radio On High Radio [2.4G] of AP[4FL-R520] is ON Clear
2020/09/06 00:04:15 AP Radio On High Radio [5G] of AP[5FL-R612] is ON Clear
2020/09/06 00:04:15 AP Radio On High Radio [2.4G] of AP[5FL-R612] is ON Clear
2020/09/06 00:04:15 AP Radio On High Radio [5G] of AP[7FL-R-801] is ON Clear
2020/09/06 00:04:15 AP Radio On High Radio [2.4G] of AP[7FL-R-801] is ON Clear
2020/09/06 00:04:15 AP Radio On High Radio [5G] of AP[3FL-R-416F] is ON Clear
2020/09/06 00:04:15 AP Radio On High Radio [2.4G] of AP[3FL-R-416F] is ON Clear
2020/09/06 00:04:15 AP Radio On High Radio [5G] of AP[6FL-R710F] is ON Clear
2020/09/06 00:04:15 AP Radio On High Radio [2.4G] of AP[6FL-R710F] is ON Clear
2020/09/06 00:04:14 AP Radio On High Radio [5G] of AP[7FL-R-806] is ON Clear
2020/09/06 00:04:14 AP Radio On High Radio [2.4G] of AP[7FL-R-806] is ON Clear
2020/09/06 00:04:14 AP Radio On High Radio [5G] of AP[2FL-R-CAG] is ON Clear
2020/09/06 00:04:14 AP Radio On High Radio [2.4G] of AP[2FL-R-CAG] is ON Clear
2020/09/06 00:04:13 AP Radio On High Radio [5G] of AP[4FL-R-504] is ON Clear
2020/09/06 00:04:13 AP Radio On High Radio [2.4G] of AP[4FL-R-504] is ON Clear
2020/09/06 00:04:13 AP Radio On High Radio [5G] of AP[4FL-R-507] is ON Clear
2020/09/06 00:04:13 AP Radio On High Radio [2.4G] of AP[4FL-R-507] is ON Clear
2020/09/06 00:04:13 AP Radio On High Radio [5G] of AP[7FL-R-001] is ON Clear
2020/09/06 00:04:13 AP Radio On High Radio [2.4G] of AP[7FL-R-001] is ON Clear
2020/09/06 00:04:13 AP Radio On

AP up time is okay. What could be the reason. Ruckus support asking 700$ for 2 hour support. I don't want to expand that much. Can any one help me with the issues?

I am loosing faith on ruckus