Connectivity issues with IOS devices and Aerohive APs

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  • Updated 2 years ago
Hi guys, I hope someone can help or point me towards the right direction. 

We have couple of IOS users who are having issues getting out to the internet when connecting via our Aerohive APs (AP120s). The Apple iphone is connected to the wifi but when they open safari or chrome/ App store they are are unable to connect. On Safari they get "page cannot be displayed" The App store does not open.  All this time they are connected to the AP.The area where the user sits is pretty crowded if lots of other SSIDs on various channels by other companies.  

So far i have done the following: 

#we have tried to recreate the issue but we were only able to prove that the my device which is an s7edge which was connecting and disconnecting to the AP. (notification on screen) but when i do browse i get no issues with web pages not being displayed.

#I have ran a continuous ping using an APP on on an Ipad air 2 from the users desk to see if the internet connectivity drops at any point, but pings were successful.

#Ran a ping on the Router - no issues
# ISP has advised that there are not drops or issues on the internet link 

#Installed an additional AP near the User to see if this will improve the user's connectivity but the user is still having the same issues.

#Steered users towards 5ghz over the crowded 2.4 ghz as part of the policy but this has not made any difference. The user sometimes connects on the 2.4 then connects to the 5ghz as he is near the New AP (Ap120).

We have now setup Client monitor for couple of the users that were having this issue. to see if we can get to the root cause of this problem. I believe that it may be related to the connectivity between AP and user's device. 

Anyone Else had similar issues ? Anyone know any guides to help me understand the Logs. My background is more of routing and switching and i am pretty new to wireless
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HiveNim

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Posted 2 years ago

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Marco Silva

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Hi ya.
Have you got a captive portal enabled?
Can you please try and type 1.1.1.1 on safary and see what comes up?
Thanks,
Marco
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HiveNim

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Hi Marco, No Captive Portal. Just PSK 

Will have to try that next time this issue occurs. What am i looking out for ? 
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Dianne Dunlap

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1.1.1.1 is only for captive portal.  First you need to see if the device is getting ip address, correct subnet mask, default gateway, and DNS.  If that's not working, the problem is probably wrong PSK.  You could also try with open authentication - if that works, the problem is PSK.  Is your iphone failing or just the person's?   And the debug business is good - you'd compare good debug to bad debug - it should also show if the device gets an ip address.
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HiveNim

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The issue is intermittent, Eg, The user will have the everything up and running. They can get to the web using safari and other internet applications. once in a while they get a page not found page on chrome and safari, The wifi connection to the AP still active.As this is intermittent we are unable to ping the Device to see if its still pingable via the Router. 

I believe there may be issues with the connectivity between the AP and device.
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HiveNim

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As you have mentioned i will debug the connection and compare it again one that works.
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Dianne Dunlap

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Since it sounds like the device does have an ip address and there may not be an indication of a problem in the Aerohive debug, you may need to get a sniffer trace at the default gateway, i.e. span port.  That would show if there are DNS or http requests from the iphone.
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Josh

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Mark Houghton

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Oddly enough, this is the same issue that i have been having.

What is currently working for me is on the iPads:-
Go to Settings > General > Reset > Reset Network Settings.
It's the third option down – and whatever you do, avoid the Reset All Settings and Erase All Content and Settings options just beneath it. 
The iPad will restart and try again.
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HiveNim

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@Dianne Dunlap I have a Packet capture option on our router (Zyxel USG310) , and will be capturing the packets to see if there is abnormality between the router and ios device. I will be looking out for DHCP, DNS issues 

@josh, Thanks for the Link I have read it and learned a lot about how apple devices roam. As the user also uses his phone for calls and he is surrounded by 4 APs which are providing the SSID he may be having this issue because of the signal deterioration with the connected current AP. Again with with this i will need to do further testing. 

@Mark Houghton Will have to get the user to try this, As this is intermittent not sure the user will remember this. 
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Mark Houghton

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I have only had to do it once on the devices that were effected at my location, so if they do it once and there is still an issue, you can at least cross that box off to say you have done it.
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Ho Ka Lok

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I've posted on this thread also: https://community.aerohive.com/aerohive/topics/notification-of-end-devices-falling-off-network

Seems related to iOS 10 as we don't have problem before iOS 10 upgrade.