Access Points Periodically Disconnecting/Reconnecting to Cloud

[mphelpsmd]

I have a small wireless network consisting of 4 Ruckus R850 AP's that are cloud-controlled.  In the past week or so, I've been frequently receiving messages about one of the access points disconnecting from the cloud.  Within an hour I get an update that it's reconnected to the cloud.  It's happened on all four access points, but never two at the same time.

Not sure if it's coincidental or a potential cause, but the firmware on the AP's was updated recently to 7.0.0.200.6365, and it's shortly after this that I noticed the sporadic messages.

I've seen this previously for a transient loss of Internet access, but I've had a solid Internet connection during the times that the AP's have been temporarily disconnected from the cloud.  And none of the firewall settings have changed (the Ruckus cloud controller required sites are explicitly allowed in my firewall); the spontaneous reconnection also is evidence against a firewall issue.

I appreciate any information on the implications (if any) of these controller disconnects.

Mike  

[Luke]

Mike,

I have been having this issue, too, with the R750's. We have 23 sites and are getting several from each reporting in this manner. I have a support case open, but Ruckus has so far been no help. I found the documentation for the firewall whitelisting, but it had no effect. The Senior Technical Support Engineer has been offering suggestions for troubleshooting, but has done nothing on his end to actually resolve the issue.

Hopefully, someone else will have some more insight into this issue.

[mphelpsmd]

Hi Luke,

It's gratifying to hear that I'm not the only one with the problem!  I opened a ticket with Ruckus support a couple weeks ago, and ended up sending them my logs, etc.  I received a response which validated that the issue was with Ruckus and not a misconfiguration on my part:

On the latest firmware version, there is a curl error with AP's local SSL certificate causing APs to disconnect from R1. However, as a workaround, you can downgrade the firmware to 7.0.0.104.1432 which fixes the issue also, we have been informed that there would be a fix available but unfortunately, I do not have an ETA yet.

 A subsequent update became available (7.0.0.200.6407) and I applied it hoping that this would fix the problem.  But it did not.  So I'm still awaiting a solution to the periodic AP Ruckus One disconnects.

Mike

[mphelpsmd]

A few days ago I updated my AP's to the new firmware version (7.0.0.300.6497).

This seems to have completely fixed the problem!  I haven't had any more AP disconnects from the cloud controller since updating to that version. I encourage anyone with this issue to update to this version ASAP.

Thanks, Ruckus, for the fix!

Mike

[Luke]

After dealing with a lower tier Ruckus tech, they were finally able to get the solution into a firmware upgrade. It appears that we, too, have seen a significant -- if not complete -- reduction in the disconnect/reconnect messages. I am glad your issues have been resolved, too!