Clients stay connection to AP, but loose internet connection

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  • Updated 2 years ago

I have a very strange issue. We have 15 AP230's in multiple locations. In one location i have 7 AP230's. On one AP230 i have two clients that lose their internet connection, but stay connected to the AP. After a few minutes (or reboot) the connection to the internet comes back. It only happens to these two clients and other clients on other APs are fine. They both have Intel 7260-AC network cards. This happens approx. 4 times a day. Wired clients are fine. The clients connect via WPA2 Enterprise.

I already have tried many options like disabling the 2.4 band on the SSID, updating the clients and trying different driver versions, but i'm beginning to suspect the AP. I haven't seen this happen on other APs, but i'm not 100% sure it doenst happen there. This is the only AP where i have fulltime wireless clients.

Has anyone else ever experienced something like this and how can i troubleshoot this the best way? I already have one of the clients in client monitor.


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Sebastiaan Bosveld

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Posted 2 years ago

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Nick Lowe, Official Rep

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Hi Sebastiaan,

As we have seen similar issues before...

Please can you ensure that you update the driver to the latest version that is available from Intel directly:
https://downloadcenter.intel.com/product/75439/Intel-Dual-Band-Wireless-AC-7260

What driver versions did you try?

What version of HiveOS are you running on the AP230s?

If you continue to experience issues, please can I suggest that you open a support ticket with us.

Thanks,

Nick
(Edited)
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Sebastiaan Bosveld

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Hi Nick,

We are running 6.8r1 (the latest) and the strange thing i think is that i have two other clients (on another AP but same laptops and drivers and do not have any connectivity issues.

I will update the drivers on these two problematic notebooks, but i don't think this is the issue.

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Nick Lowe, Official Rep

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There are quite a few potential causes for what you're experiencing, so I am definitely not saying that updating the client drivers will resolve this. Rather, the older Intel drivers are known to be problematic with dropout issues so it is worth updating them initially before troubleshooting further.
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Sebastiaan Bosveld

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I have updated the drivers to the latest version from Intel and i'll let it run to see what happens. I have one of the clients in the monitor but because they don't loose their connection to the AP, i'm not really expecting to see something there.
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Sebastiaan Bosveld

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So i have multiple clients updated to the newest drivers, but they still have intermittently that Windows displays "local access" only and after a few seconds it's gone. But they have applications that crash when the connection is lost. I've seen it happen now on multiple AP's. So it's not just one AP. But i've only seen it happen on Intel 7260AC cards.
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Jason Brown

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Sebastiaan,

Did you happen to figure out what was causing this? I'm running into a similar issue with the same AP230 , 7260AC nics on Lenovo Yoga11e school laptops.

Last year we ran windows 8  with all the same hardware and did not have any issues, this year we switched to windows 10 and now I'm getting lots of complaints about wireless connections dropping out but only from those devices, we are also using 802.1x with 40Mhz 5Ghz AC radio (no DFS).

Been troubleshooting for a week with no luck, today I changed all the 5Ghz radios to A/N to see if its something specific with AC and the intel drivers.
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Sebastiaan Bosveld

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Hello Jason,

I'm still testing but i think i managed to solve it by reverting the firmware on the APs.
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Bill W.

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Not sure if this will help you guys, but there is a RADIUS bug in 6.8r1. You should try switching to the golden line using 6.5r4 or 6.5r5.
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Nick Lowe, Official Rep

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Hi Bill,

Is there a support case open on that from your side?

Thanks,

Nick
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Bill W.

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Hi Nick,

No there isn't. We were running 6.8r1 on our AP230s and had a few calls similar to the above.  When we looked at the Event Viewer on our NPS servers, there were a ton of Event ID 14 errors.  This is an invalid authenticator from the RADIUS client error.  And when we did a RADIUS test from HM, it would fail.

Then I looked at the release notes for 6.8r1 and saw that the very first known issue is CFD-1420 (AP230 access points running HiveOS 6.8r1 report that some RADIUS servers are rejecting Access-Request messages).

So I loaded 6.5r4 (HM was still 6.8r2 at the time so couldn't use 6.5r5) on an AP230. I did a RADIUS test and was successful.  Rolled out 6.5r4 to all AP230s, AP130s, and AP1130s and no longer have Event ID 14 errors in NPS Event Viewer.

Since CFD-1420 already exists and loading 6.5r4 (now 6.5r5) fixed our issues, I didn't feel a need to open a ticket.  But I did just open a ticket about 6.5r5 on AP370s.  But that's a different discussion.