topic iPhone/iPad's Disconnecting from AP's in Unleashed

iPhone/iPad's Disconnecting from AP's

steve_parsons — Tue, 02 May 2023 13:11:48 GMT

Recently upgraded all AP firmware to 200.14.6.1.179. Seeing issues where devices will leave a WLAN and the only way to get them back on WLAN is to enter in SSID passwords.

Resetting networking on the Apple devices does not solve the problem

Rebuild of the WLAN from scratch does not solve the problem

Below are the logs before and after the leave event. Any thoughts on how I can further troubleshoot this?

2023/05/02 05:53:54
Low
User[f0:c3:71:75:30:89] with VLAN[5] joins WLAN[SOLI_Prod] from AP[Basement@28:b3:71:1a:67:10]

2023/05/02 00:58:35
Low
User[f0:c3:71:75:30:89] leave WLAN[SOLI_Prod] at AP[Office@34:20:e3:25:10:90] with Session Time[18252.41 sec] RX Bytes[21501259] TX Bytes[712330138]

2023/05/01 22:16:37
Low
AP[Office@34:20:e3:25:10:90] radio [11a/n/ac] detects User[f0:c3:71:75:30:89] in WLAN[SOLI_Prod] roams from AP[1st Floor@80:03:84:28:f7:90]

Re: iPhone/iPad's Disconnecting from AP's

aalvarez6 — Tue, 02 May 2023 18:53:21 GMT

Hi @steve_parsons,

Thank you for using the forum.

I have a couple of questions for you:

-What was the version you were previously using?
-How many APs do you have?
-When you tried the test SSID, you selected any authentication method or it was open?
-Have you treid to change the preferred master and couble-check if you still have the issue?
-You are only having issues with Apple devices?

Best Regards,

Ayleth Alvarez | Sr Technical Support Engineer | TAC Wired

Re: iPhone/iPad's Disconnecting from AP's

steve_parsons — Tue, 02 May 2023 20:13:52 GMT

Thanks for the respons Ayleth.

I was on the most recent version prior to 200.14.6.1.179
I have 5 AP's across two different buildings
No 'test' SSID tried. The one WLAN that these devices connect to has Authentication Method "Open" and always have
I did in fact change the master recently when adding the 5th AP. Because that 5th AP was going to be underutilized, I decided to make that the Master.
Only issues are with Apple devices.

Do you think it's worth changing to a different Master?

Re: iPhone/iPad's Disconnecting from AP's

steve_parsons — Tue, 02 May 2023 20:26:56 GMT

Another note: I dumped all logs from one of the clients and see the "Leave" event from one AP to another has almost the same exact session times, which is very odd. Almost like it's reaching a threshold

User[f0:c3:71:75:30:89] leave WLAN[SOLI_Prod] at AP[Poolshed@b4:79:c8:19:d3:80] with Session Time[18967.21 sec] RX Bytes[15947359] TX Bytes[547854033]

User[f0:c3:71:75:30:89] leave WLAN[SOLI_Prod] at AP[Office@34:20:e3:25:10:90] with Session Time[18252.41 sec] RX Bytes[21501259] TX Bytes[712330138]

User[f0:c3:71:75:30:89] leave WLAN[SOLI_Prod] at AP[Poolshed@b4:79:c8:19:d3:80] with Session Time[18967.21 sec] RX Bytes[15947359] TX Bytes[547854033]

Re: iPhone/iPad's Disconnecting from AP's

Ayush_Tripathi — Wed, 03 May 2023 14:46:42 GMT

Hello @steve_parsons

Could you please confirm when this issue is happing users are static at one location or roaming into the place.

What is the distance between the nearest AP and user during the time of the issue.

Could you please check in the WLAN configuration , what value is set for the inactivity time.

Also check if 802.11r and 802.11k is enabled on the WLAN

Re: iPhone/iPad's Disconnecting from AP's

steve_parsons — Wed, 03 May 2023 17:23:34 GMT

Thanks Ayush. 802.11k and r are enabled as is background scanning. OFDM is not enabled. I believe this is happening during roaming, however the log data I showed you makes me think otherwise. I cannot find an 'inactivity' setting in Unleashed. How would I find this otherwise?
Distance of AP's. AP's are on different floors and a single AP in a different structure. So between floors, the distance is approx 30' thru multiple walls if I drew a straight line....if that makes sense as the AP's are not in the same position on each floor.

Re: iPhone/iPad's Disconnecting from AP's

steve_parsons — Wed, 03 May 2023 20:20:26 GMT

I did find the inactivity timeout. It was set to 5 minutes. I have never touched this setting on any WLAN's. Because the Apple devices (iphones/ipads) require the SSID password to be reentered when the disconnect or "leave" happens, I have to think this is an Apple issue and not Ruckus. Would you agree?

Re: iPhone/iPad's Disconnecting from AP's

steve_parsons — Fri, 05 May 2023 17:36:26 GMT

Hello Ayush, any thoughts on the below?

Thanks