topic Re: APs disconnect and reboot randomly from vSZ in SmartZone and Virtual SmartZone

APs disconnect and reboot randomly from vSZ

angelo_de_luca — Tue, 01 Oct 2019 14:36:41 GMT

Hi
I have recently migrated x 14 ZF7372 APs onto vZS, they are all online and working, but each of the APs randomly disconnect and reboot at least once per day, the firmware of the vSZ is 5.1.0.0.496 the current firmware on the ZF7372 APs deployed by the vSZ is 3.6.2.0.695

can anyone shed any light as to why they are doing this?

Re: APs disconnect and reboot randomly from vSZ

david_saez — Tue, 01 Oct 2019 14:43:28 GMT

Hi Angelo,
can you provide a Support Info file of one of the APs after the reboot? It could be either the APs losing contact with vSZ/Default Gateway and after some time, typically 30 mins, they reboot, or an error that would be to be analyzed inside a Support ticket.
Thanks.
David.

Re: APs disconnect and reboot randomly from vSZ

diego_garcia_de — Tue, 01 Oct 2019 15:00:57 GMT

Do you see any reboot reason In the sz logs ? I have several aps rebooting with "unknown reason" which is being handled by a support case. But the smartzone logs should give you a rough idea

Re: APs disconnect and reboot randomly from vSZ

angelo_de_luca — Tue, 01 Oct 2019 15:39:27 GMT

@David How do I get the Support info file fom the AP ? I am new to vSZ

@Diego under the Alarm tab after clicking on any of the effected APs the code is 303 disconnected and then 302 rebooted, severity is "Major" and under activity it says "AP was re-booted by the system, because of system revovery by watchdog

the Events and Alarms column for the whole vSZ just replicates the wording what I have said above

the strange thing is, I also have x 3 R510 APs and they are not doing it, might be a coincidence

Re: APs disconnect and reboot randomly from vSZ

david_saez — Tue, 01 Oct 2019 15:45:22 GMT

Hi Angelo,
you need to open a Support case so that we can investigate these reboots. Watchdog is the mechanism to prevent CPU hang up, so AP reboots to avoid that.

Thanks.
David.

Re: APs disconnect and reboot randomly from vSZ

albert_pierson — Tue, 01 Oct 2019 16:20:50 GMT

Hi Diego,

If the AP is connected to the controller to download the support info go to Access Points- highlight the AP and then click on more > download support log

If the AP is not connected to the controller you can get the support info file by starting a log file from your SSH/CLI tool (putty) - then run two commands:

support (this creates the support log)
support show (this scrolls the file to the log)

Reboot reason unknown indicates the AP was restarted by power cycle (no data could be collected cause it just lost power)

There is a reboot reason and reboot history log in the AP that will show why it rebooted last and the reason it has rebooted recently. Reboot reason unknown or power cycle will not leave a log (with data stamps) in the reboot history.

Watchdog reboots and application reboots can occur for several reasons, as David said watchdogs reboots occur when the AP detects a process is hung up.

Get the support info file and contact Ruckus support for a detailed analysis.

Thanks

Albert

Re: APs disconnect and reboot randomly from vSZ

diego_garcia_de — Tue, 01 Oct 2019 17:56:10 GMT

Hi Albert,

Thanks for the info. We have a case opened since the begining of the year and we were provided a private build that in theory addressed the issue. We were not seeing physical power cycles on the system and have multiple APs on the same switches.

Re: APs disconnect and reboot randomly from vSZ

angelo_de_luca — Wed, 02 Oct 2019 09:04:45 GMT

Hi

Thanks David, and Albert for your detailed suggestions, and pointers, very helpful, I have now downloaded the logs for some of the effected APs and will pass to Ruckus Support for analysis.

Re: APs disconnect and reboot randomly from vSZ

mauricio_lopez — Tue, 21 Sep 2021 16:07:08 GMT

hello guys, i encounter the same issue in several ocations with new aps and old aps trying to conect to vscg or scg this happend with older versions of the ap, you can patch the controller and you still had the same issue, i found the work arround /luckly/ well , u have to set the ap on unleash firmware then upgrade to solo ap and u resolve the booting issue ..try it!