topic Access Point connect-disconnect issues, Random behavior in ZoneDirector

Access Point connect-disconnect issues, Random behavior

chetansinh_dabh — Wed, 12 Oct 2022 06:16:09 GMT

Access Point connect-disconnect issues, Random behavior, (available models - R320, R650, T310C)

every time refresh page the AP connect list sometimes shows 12 or 14 or 15, or 18.

one AP did not connect with the zone director,

even if we connect any AP, the firmware upgrade shows the same and does not upgrade. So please solve this problem.

controller Model no. :- Zone Director 1200

controller Firmware version:- 10.4.1.0.272

AP model no. :- R650

AP firmware version :- 114.0.0.0.1294

Re: Access Point connect-disconnect issues, Random behavior

Vineet_nejwala — Wed, 12 Oct 2022 08:29:08 GMT

Hi @chetansinh_dabh

If the APs are rebooting due to application or kernel I would suggest to upgrade your current controller to version 10.5.1.0.193 ( R320, R650, T310C supported). Additionally for the R650 not joining login to the AP using ssh tool ex putty and provide output of below :

get director

get syslog log

Best Regards

Vineet

Re: Access Point connect-disconnect issues, Random behavior

chetansinh_dabh — Wed, 12 Oct 2022 08:45:55 GMT

All APs are pinging but showing APs are connect-disconnect, and We have already put the above command (set director IP "ZD IP", then reboot) but not connect AP with ZD.

even if we connect any AP, the firmware upgrade shows the same and does not upgrade. So please solve this problem.

Re: Access Point connect-disconnect issues, Random behavior

Vineet_nejwala — Wed, 12 Oct 2022 08:49:45 GMT

@chetansinh_dabh Without understanding the issue we won't be able to help and to understand the issue I would need the requested logs please. From the R650 AP kindly provide the below and since this would also require a remote access can you open a case with us via https://support.ruckuswireless.com/contact-us to get this resolve at the earliest.

get director

get syslog log

Best Regards

Vineet

Re: Access Point connect-disconnect issues, Random behavior

Andres_Moscoso — Wed, 22 Mar 2023 13:07:02 GMT

Good morning, I have a similar problem, in my Zone Director a large number of AP's are in Down status, but when I ping the AP, it responds, if I enter the IP via WEB I have access and the users have navigation, management is lost only at the administrative level from the ZD

Re: Access Point connect-disconnect issues, Random behavior

sanjay_kumar — Wed, 22 Mar 2023 13:20:44 GMT

Hi @Andres_Moscoso
Are the APs always shows as "Offline" on the ZD GUI?
If you can login to the AP CLI, please share the output of the command so that we can understand if the AP is actually disconnected from the ZD or rebooting?

"get director"
"get uptime"
Ping result of the ZD IP from AP

I hope the below points are taken care.
1. ZD has enough AP licenses.
2. AP has no packet drops or having higher latency when pinging the ZD.

If the APs are rebooting or disconnecting very frequently, it would be best to contact support, it will be lot easier for us to understand the issue since we need to check multiple details to understand the issue.

Re: Access Point connect-disconnect issues, Random behavior

Andres_Moscoso — Wed, 22 Mar 2023 13:43:15 GMT

rkscli: get director
------ ZoneDirector Info ------
Primary Controller : n/a
Secondary Controller : n/a
DHCP Opt43 Code : 3

The information of the most recent Zone Director:
[1] 10.1.30.245

AP is under management of ZoneDirector: 10.1.30.245 / 8c:0c:90:3f:e0:70,
Currently AP is in state: SOLE RUN
OK

rkscli: get uptime
Uptime: 17 hrs 36 mins 55 secs
OK

I currently have a license for 900 Access Points and I have 358 Access Points active
This event occurs with equipment in different locations, when factory resetting the AP and sending it to the ZD, it remains in a connected state, but after a few days it shows disconnected again, if this reset is not performed, it does not appear connected again.

Re: Access Point connect-disconnect issues, Random behavior

sanjay_kumar — Thu, 23 Mar 2023 02:34:52 GMT

Hi @Andres_Moscoso
Looks like AP is not able to talk to ZD and in "SOlE RUN" state.

If the AP is not able to reach the controller, a Heartbeat loss event (which can be seen in the ZD Events page) is generated. After a heartbeat lost (30 seconds), AP sends 12 consecutive heartbeat requests every 5 seconds (total 60 seconds). If it still does not hear a response from ZD, AP enters Sole Run state and starts to send discovery request. In Sole Run state, AP sends out discovery request every 5 seconds for 15 minutes.

We need to check if the AP and ZD is exchanging the packets or not, it would be best if you can open a support case so that we can check on the issue.