Apple OSX devices getting no internet while connected to Ruckus APs

[anthony_7436256]

We have an environment with 36 R510 APs spread among 12 floors with 2 ZD1200's on the back end. We notice on a daily basis that random set of Wifi users cannot browse the internet or get disconnected in the middle of a video call even though they have full bars for Wifi.  This is an issue because the building is 100% wireless. We have turned off DFS channels, and tweaked power levels accordingly to minimize overlap. It seems that only Apple users are effected. Are there any known issues with Ruckus and Apple devices?

[kevin_7278725]

We worked with Ruckus support for months and never found the actual root cause.  We did immediately notice that all our 2019 Mac's worked without issue on High Sierra and Catalina, but older Mac's still had/have the issue.   Our engineers created a script for the touch bar so they could just hit a button and it would disable and enable wifi.  Horrible, but it worked for them as we phase out replace older models.  Neither Ruckus or Apple ever confirmed that it was a Apple issue but it clearly has something to do with the hardware used in the older laptops.

[liliia_reshytni]

Your challenge sharing was much of a help Kevin! Thanks a lot for such a good description! Anyway I am going to find out which year are those MacBook models customer users have issues with. Stay tuned for statistics info from Norway:)

[liliia_reshytni]

Hi Kevin,
3 Macbooks which experience wifi disconnect problems are as follows:
1. MacBook  Air (early 2015) Catalina 10.15.2
2. Macbook (2017) Catalina 10.15.3
3. Macbook Air (2018) Catalina 10.15.2

Was it up to 2018 year model Macbooks had difficulties and from 2019 did not? or no difficulties from 2018 year model?

[kevin_7278725]

The issue was never fixed for any models prior to 2019.  We even had a $500 case open with Apple and they would not officially state the problem was hardware specific to models older then 2019 but they closed our case and said that 2019 models on Mojave and newer should not experience the issue.  That has been our experience.  We no longer have the random wifi lost connectivity on our 2019 Mac's.  All the older models still experience it and our users just disconnect and reconnect. 

[liliia_reshytni]

Kevin, then it confirms our case as well. It became even more evident now. I wonder whether you troubleshooted the device connection in vSZ and saw those disconnects? I have a weird situation, when Macbook 2018 experience disconnect, while user moves within the office to nearest meeting room and I do not see this disconnect in troubleshooting in vSZ. Did you have such an experience when case was opened? Which country are you in by the way?