topic Re: Troubleshooting an AP in Access Points - Indoor and Outdoor

Troubleshooting an AP

jkrainak — Mon, 08 Feb 2021 16:14:44 GMT

Hi everyone - I'm going to open up a support ticket on this, but thought I would poke around a bit myself first. Basically the problem is that I have an AP that needs to be rebooted once or twice a day. The AP, an R710, is in our school library. Users have excellent signal, but the network just goes wonky. Pinging internal or external devices times out, comes back for a bit, huge response times. Reboot the AP and all is well. I checked the switch that the AP is plugged into for any port errors, but no problems there.

Any tips on what to use to troubleshoot? Going to fire up Wireshark when this happens next time, but was also wondering about interference, etc. The AP is mounted very close to cell phone towers on our roof, but I've read that this shouldn't be a problem or would always be a problem.

Thanks

Re: Troubleshooting an AP

sunny_gupta — Mon, 08 Feb 2021 16:17:16 GMT

Hi there,

Would there happen to be any microwave ovens nearby?

Re: Troubleshooting an AP

paresh_patel_37 — Mon, 08 Feb 2021 16:46:12 GMT

Hi,

how are you managing this R710? ZD or vSZ?

Re: Troubleshooting an AP

jkrainak — Mon, 08 Feb 2021 16:50:30 GMT

Sorry, ZD3000 with latest OS. I have a total of 66 APs

Re: Troubleshooting an AP

jkrainak — Mon, 08 Feb 2021 16:57:28 GMT

There is, but it's not in use when this happens necessarily

Re: Troubleshooting an AP

paresh_patel_37 — Mon, 08 Feb 2021 17:16:06 GMT

Thanks. Which release you are running? 10.2.1.0.xxx?

Re: Troubleshooting an AP

jkrainak — Mon, 08 Feb 2021 17:44:52 GMT

Version: 10.2.1.0 build 183

Re: Troubleshooting an AP

paresh_patel_37 — Mon, 08 Feb 2021 17:54:42 GMT

no bugs in version. can you please confirm APs are getting enough power? also are you having issues to a specific device type or all connected devices? have you tried login into the AP via cli when clients dropped? Sorry your issue is not really straighforward so I have to ask these questions to understand what exactly going on? Thanks

Re: Troubleshooting an AP

jkrainak — Mon, 08 Feb 2021 18:06:00 GMT

How do you confirm they are getting enough power? Devices are MacBooks and iPads. I have not tried to login to the cli when this happens. Thanks for your help!

Re: Troubleshooting an AP

paresh_patel_37 — Mon, 08 Feb 2021 18:09:15 GMT

what PoE switches you are using? if cisco, run "terminal monitor" and then shut no shut the port. see if you are seeing any logs for insufficient power. second option is to run "show power inline" or if Ruckus switches "show inline power" see how much power is given to APs. If you dont have multiple APs experiencing same issues in the environment, this may be an AP issue. Thanks

Re: Troubleshooting an AP

jkrainak — Mon, 08 Feb 2021 18:14:34 GMT

Cisco sho power inline

Gi2/1 auto on 31.1 29.5 Ieee PD 4
Gi2/2 auto on 31.1 29.5 Ieee PD 4
Gi2/3 auto on 31.1 29.5 Ieee PD 4
Gi2/4 auto on 31.1 29.5 Ieee PD 4
Gi2/5 auto on 31.1 29.5 Ieee PD 4
Gi2/6 auto on 31.1 29.5 Ieee PD 4
Gi2/7 auto on 31.1 29.5 Ieee PD 4
Gi2/8 auto on 31.1 29.5 Ieee PD 4
Gi2/9 auto on 31.1 29.5 Ieee PD 4
Gi2/10 auto on 31.1 29.5 Ieee PD 4
Gi2/11 auto on 31.1 29.5 Ieee PD 4
Gi2/12 auto on 31.1 29.5 Ieee PD 4
Gi2/13 auto on 31.1 29.5 Ieee PD 4
Gi2/14 auto on 31.1 29.5 Ieee PD 4
Gi2/15 auto on 31.1 29.5 Ieee PD 4
Gi2/16 auto on 31.1 29.5 Ieee PD 4
Gi2/17 auto on 31.1 29.5 Ieee PD 4

Re: Troubleshooting an AP

paresh_patel_37 — Mon, 08 Feb 2021 18:19:46 GMT

Power is good. do me a favor please. Please run "test cable-diagnostic tdr int Gix/x" for the AP port. Caution - this will take the port down and bring back up. Keep term mon ON. and once port is back up, run "show cable-diagnostic tdr int Gix/x" See if any cabling issues

Re: Troubleshooting an AP

jkrainak — Mon, 08 Feb 2021 18:29:08 GMT

It doesn't appear that I have a "sho cable-diagnostic" command

Re: Troubleshooting an AP

jkrainak — Mon, 08 Feb 2021 20:12:39 GMT

This just happened again - I neglected to mention that I always have to reboot the same two access points. After that, all is well. The two access points are connected to the same switch, but no interface errors on the switch. From a client experiencing the problem, I was able to verify a very strong connection to the AP. I was able to ping the AP no issues, but pings to the internet and other internal devices were very long or no reply. I logged into the web gui of the access point and was able to download the systeminfo.log, but not sure if that's useful.

Re: Troubleshooting an AP

paresh_patel_37 — Mon, 08 Feb 2021 20:18:15 GMT

Please create a case. also did you notice that any particular radio having issues or both radios? May be radios are bad in those APs. Support will help out to determine what is the exact issue. Based on the info you provided, Layer-2 and Layer-1 are not an issue (cabling, connection and Power standpoints). It could be AP itself but Ruckus can help u determine that by reading logfiles from AP.

Re: Troubleshooting an AP

sunny_gupta — Mon, 08 Feb 2021 20:31:40 GMT

If its just the same 2 APs - I wonder if there is a code issue/memory problem, etc. you could consider factory defaulting them and re-loading the code to reconnect to the system and see if it resolves it. Otherwise, could consider RMA.

If its possible you could swap a working AP for the problematic one and see if the issue moves or stays the same which could help identify if its the AP or something behind it on the network.

Re: Troubleshooting an AP

jkrainak — Mon, 08 Feb 2021 20:37:41 GMT

I'm going to open a case, but yeah factory reset not a bad idea - I'll give that a try