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Why are wireless clients are required to re-authenticate often?

New Contributor II
I have a ZD1100 and six 7962 access points. We use the web portal authentication method. I have the grace period set to 20160 minutes and inactivity timeout set to 500 minutes. Sometimes (but not always) when a user roams to a different AP, they lose their network connection and need to re-authenticate. This problem started after upgrading the firmware from 9.1 to 9.5 and it's still an issue on 9.6. I had a support case open on this but we never got it working. I'm about to stop using this feature completely. Any other ideas?