intel 7260-ac not connecting

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I have a customer that is having issues with new Lenovo Yoga laptops being unable to connect to the Aerohive wireless in certain locations.

The wireless nic is a Intel 7260-ac and so far I have established that the issue is related to the devices connecting to APs that have a new optimised configuration.  There is something in that new configuration that is causing interoperability issues with the 7260-ac.

The new config has many different bells and whistles enabled such a spectrum-load-balancing, band steering, probe response threshold, WMM amongst other things.

Just wondering if anyone else has experienced issues with these and what was the resolution.

For reference, I have tried the latest driver and this did not fix it.  APs are all AP330 or AP320.

Thanks
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wombat

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Posted 4 years ago

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Nick Lowe, Official Rep

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I know there have been many many complaints about the quality of Intel's driver for this card.

Many people have simply given up and have had the cards swapped out by the laptop manufacturer with an alternative such as Broadcom. Dell in particular are prepared to do this when a business customer complains and goes through the motions.

Others have had 'success' by unceremoniously disabling 5 GHz band support on the laptop by changing the adapter's properties appropriately. This, of course, has many drawbacks but it can be an acceptable workaround for some.

The issue may be load balancing / band steering related, have you tried disabling features in this area temporarily for testing purposes?

By specification, WMM must be enabled along with use of CCMP (AES) for clients to be able to make use of 802.11n and 802.11ac data rates. Where either are not present, it often manages to mask over other issues by forcing use of the a/b/g data rates.

Which version of HiveOS is deployed? Ideally this would be 6.1r3b.

Nick

(Edited)
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wombat

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The ssid is 5GHz only anyway, so not any option to disable that.

HiveOS is 6.1r3.  I will disable some of those features one by one until we find what the issue is.

All other devices work fine and get the full rates on these APs.
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Nick Lowe, Official Rep

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Yes, it is rather likely to be Intel's bug causing this based on the history. Could you/the customer not seek to get the cards swapped out for something else by Lenovo once you have drilled down more on the cause?

Nick
(Edited)
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Jan Boje

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We have a lot of laptop with ac 7260. the latest driver work must better than the first one.
also we have set prefer band to 5.2 Ghz

Jan
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Based on what Jan says...

Are you using the driver supplied directly by Intel on their website or that supplied via Lenovo?
(I assume the latter is likely to be an older version.)

The latest from Intel is currently version 17.​0.​3 dated from the start of this month.

Nick

(Edited)
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Jan Boje

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We are using the driver from Intel, the laptop i 820g og 840g from HP
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wombat

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Driver from Lenovo.  I tried the latest 17.0.3 from Intel and that made no difference.

Looking further into it, seems to be related to the AP330 and the new config.  That's not to say there's anything wrong with the 330, but seems to misbehave with the 7260ac chipset, when used with this particular configuration.

Is there any difference in chipset between the AP320 and 330?
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Nick Lowe, Official Rep

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The AP320 uses the AR9001 chipset.

The AP330 uses the AR9390 chipset.

You're using 6.1r3b and not just 6.1r3 right?
(Edited)
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wombat

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6.1r3.  At first the APs were upgraded to 6.1r3b firmware which we though was the issue.  We downgraded to 6.1r3 and the issue remained.  The other areas tested have all different versions of firmware.
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Jan Boje

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Our accesspoint is ap370
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Jan Boje

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we have a problem with client not connecting with the accesspoint, We have made som firewall rools. then we rebooted all the accespoint and then everything was working fine.
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You can a read through the latest Wi-Fi Alliance certification in case you enabled something unsupported.

http://certifications.prod.wi-fi.org/pdf/certificate/public/download?cid=WFA51001

When the client says

being unable to connect to the Aerohive wireless in certain locations
what does that mean?

Frame captures and client monitor may reveal where issues lie and the very least help you focus where you should be looking.

when I enabled voice enterprise I had MBA running 10.8.4 that could not authenticate and MBA running 10.8.5 that could authenticate.


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wombat

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What's MBA?
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J. Goodnough, Champ

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MacBook Air
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wombat

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ok, after some detailed analysis I found the following.  From a wireless capture, the device is not completing the EAP transaction.  In fact it does a couple of identity exchanges, then there is an EAP-TLS Start, and then the device does a (wireless) authentication and association again.

SOLUTION.  It was found that 802.11k enabled in the AP330 was causing the device to not connect.  I have no idea why that is the case, because they are seemingly unrelated, but there you go.

My next question is what would be the impact of not having dot11k enabled?  How does this impact overall performance, and in particular load balancing?

Thanks everyone for their input.
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Andrew MacTaggart, Champ

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http://www.revolutionwifi.net/2013/05/apple-ios-fast-roaming-with-aerohive-wi.html?utm_source=feedbu...

link provided by Crowdie

I think client will be fine without it - not all clients support all standards based features.

I think the best use of voice enterprise would be if you had voice over wifi devices that could benefit from FT and supported these features. I would imagine that people would be designing a separate network for their VoWiFi devices.

Most laptops will do a nomadic roam

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wombat

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Andrew, nice article, but I think you've missed the point.  The device connects to the AP320, but fails on the AP330 when 802.11k is enabled.
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The AP320 does not support 802.11k though.
(Edited)
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Nick Lowe, Official Rep

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The AP320 does not support 802.11k so clients that would be affected can still connect on these access points due to the configuration option having no effect. This is mentioned in HiveManager. As suspected, the interop issue is almost certainly due to a driver bug on Intel's behalf. A connection should still be possible even where the client does not support the feature.
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There is a lot of weirdness with that Intel 7260 card.  I am unable to get it to pass traffic with an AP230 running 6.1r5 with 80 MHz wide channels set on the 5 GHz radio profile.  It'll associate, but thats as far as it seems to go.  As soon as I back it down to 40 as its max channel width, it works fine.  Legacy 802.11a/n devices work fine however.  Oddly, with 6.1r6, the issue disappears and the Intel 7260-ac card as well as all others seem to work fine.
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Brian, is that with 802.1k enabled on the SSID?
I am guessing not unless 6.1r6 brings feature parity with the AP330 with the Voice-Enterprise features...
(Edited)
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I'm pretty sure all of the Voice Enterprise settings were disabled.  I'll re-test it here in just a minute to confirm.  I'm not sure what all 6.1r6 does in regards to the AP230/AP330 features. 

I also noticed some really odd behavior with the AP230 when disabling WMM (and subsequently UAPSD) on an SSID.  iOS devices would just bounce off and on the AP and lots of other clients couldnt connect at all.  My laptop with a Intel Centrion Advanced-N 6205 card worked in all cases though...

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Nick Lowe, Official Rep

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Thanks! I meant 802.11k of course!
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Andrew MacTaggart, Champ

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http://support.apple.com/kb/ts3727

Some third-party wireless routers allow you to modify the WMM setting. Apple AirPort products do not have a setting to enable or disable WMM. WMM must be enabled for devices to connect. 

Disabling WMM on your wireless router can prevent the following Apple products from connecting to an 802.11n Wi-Fi network:

  • iPhone
  • iPad
  • iPod touch
  • Apple TV



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Nick Lowe, Official Rep

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I have put a support ticket through to Intel asking them to investigate 802.11k interop issues with their latest cards/drivers. (Ideally they should really look at meeting the requirements of the Voice-Enterprise Wi-Fi certification if they can.)

This question should really be marked as being answered as the cause is now known.
(Edited)
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wombat

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please leave open in case there are updates to this down the line.
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wombat

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I can't find any info if this device supports 802.11k.  Intel's spec sheets are more like marketing brochures and is of little real value.

There is nothing in the device's probe requests or association requests to indicate that it supports 802.11k.

There is also nothing in the AP330's probe responses or association responses to indicate that it is advertising support for 802.11k either.
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It does not need to support it. The salient point is though that association should still succeed where it is not supported.

Can you post a packet capture?

Could the issue, for example be due to a driver bug in the handling the updated RSN IE that has an additional AKM with 802.11r, typically always enabled with 802.11k?
(Edited)
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wombat

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I can't upload a customers captures for public viewing, but will try to find a tool anonymise the data.
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Well, despite the fact that the intel 7260ac works fine on other vendors infrastructure with dot11k enabled, and despite the fact that other Intel devices (6205 & 6235) that don't support dot11k work on the Aerohive AP330 when dot11k is enabled, Aerohive don't see what the problem is.

I give up.  If Aerohive don't care.....then neither do I.


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So you have opened a support case on this behaviour, which is the proper channel for such an issue?

If the card works with other vendors kit that has both 802.11k and 802.11r enabled, Aerohive should attempt to reproduce this in house for further investigation.
(Edited)
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Intel's answer, which appears somewhat confused over 802.11i, was:

"The issue is not related to the driver.

802.11 r and k protocols can be used with a card that supports 802.11i

Since the Wireless AC-7260 does support 802.11i, protocols 802.11k and r should be supported.

Therefore we advise:

- To contact the manufacturer of the wireless access point.
- Test with another wireless access point that does support 802.11k and see if the same issue occurs
- disable 802.11k and use the same protocol on the wireless access point as with the wireless card."



(Edited)
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wombat

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It would appear something to do with the 'Quiet IE' field in the dot11k frames.  Unfortunately, it is not possible to turn that field off on Aerohive.
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Michael,

I have been in further contact with Intel over this issue seeking to get it resolved.

I do not have easy access to a 7260-ac card.

Would it be possible, therefore, for you run through the following?

  1. Download WRT installation file from the following link:
    https://backup.filesanywhere.com/fs/v.aspx?v=8c7067885c6073b3a2aa
  2. Execute WRT installer and accept license agreements.
  3. Once WRT is installed, an “intel” icon will appear on the task tray.
  4. After issue reproduces, right click the WRT (“Intel”) icon from the task tray and choose “Generate Report”.
  5. Email me the .bin file at nick.lowe {at} gmail.com created at C:\Intel\WRT (WRT will open this path once it completes generating the report).
  6. Uninstall WRT.

Thanks,

Nick

(Edited)
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wombat

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Thanks, I'll give that a go.  It won't be anytime soon though.  They don't have much appetite for further outages, so will have to wait till we have a lab environment setup.
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wombat

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Nick, is that utility specific to the 7260, or can it be run for any Intel wireless adapter?
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Nick Lowe, Official Rep

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I think it's for all the adapters that are in current driver support.
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Dariusz Chorzepa

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Has anyone got the problem resolved with Intel 7260 AC card? The problem with this card connecting to AP on 5GHz has come back on my network today and I cannot explain why. I was hoping that the latest HiveOS has resolved the problem but clearly not. I have HiveOS version 6.2r1 running and for some time no one experienced any problems but in the last few days three users reported they cannot get IP address on the network and all of them have Intel 7260 AC card installed. Changing the properties to prefer 2.4GHz resolves the problem but for me this is not a solution. I have updated drivers from Intel website (dated 04/12/2014) and still could not get the IP address. I have not got the 802.11k enabled on SSID and as far as I can tell this is intermittent because the same laptop in different location works absolutely fine (I have mixture of AP330, AP120 and AP121) with the same settings (no preference for band steering).

 Any suggestion how to fix this for good (please do not say I have got to replace the card)?

Thanks.

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Where we experience high impact client driver bugs, sadly it's often only realistic and pragmatic to change the cards to one that uses a different chipset/driver to get things working properly.

There are sometimes workarounds that an AP can perform to cause the issue to not be exposed.

I don't have an 7260 to test with, but it would be interested to see what is actually going on in the air.

The documented known issue in 6.2r1 is:

"33630 Client devices using the Intel 7260 wireless card have difficulties connecting to the Aerohive WLAN when Radio Resource Management (802.11k) is enabled"

But you say that you have this disabled...

(Edited)
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Dariusz Chorzepa

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I have enabled the client monitor for one laptop and the following has been captured:

01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      BASIC   (1681)Rx auth <open> (frame 1, rssi 53dB)
01/14/201511:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      BASIC   (1682)Tx auth <open> (frame 2, status 0, pwr 14dBm)
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      BASIC   (1683)Rx assoc req (rssi 52dB)
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      BASIC   (1684)Tx assoc resp <accept> (status 0, pwr 14dBm)
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      BASIC   (1685)Sta(at if=wifi1.5) is de-authenticated because of notification of driver
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1686)IEEE802.1X auth is starting (at if=wifi1.5)
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      DETAIL  (1687)Send message to RADIUS Server(192.168.193.5): code=1 (Access-Request) identifier=94 length=148,  User-Name=COMM\ds NAS-IP-Address=192.168.199.84 Called-Station-Id=00-19-77-66-25-AC:RokeWLAN Calling-Station-Id=0C-8B-FD-5F-6B-49
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      DETAIL  (1688)Receive message from RADIUS Server: code=11 (Access-Challenge) identifier=94 length=90
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      DETAIL  (1689)Send message to RADIUS Server(192.168.193.5): code=1 (Access-Request) identifier=95 length=313,  User-Name=COMM\ds NAS-IP-Address=192.168.199.84 Called-Station-Id=00-19-77-66-25-AC:RokeWLAN Calling-Station-Id=0C-8B-FD-5F-6B-49
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      DETAIL  (1690)Receive message from RADIUS Server: code=11 (Access-Challenge) identifier=95 length=239
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      DETAIL  (1691)Send message to RADIUS Server(192.168.193.5): code=1 (Access-Request) identifier=96 length=243,  User-Name=COMM\ds NAS-IP-Address=192.168.199.84 Called-Station-Id=00-19-77-66-25-AC:RokeWLAN Calling-Station-Id=0C-8B-FD-5F-6B-49
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      DETAIL  (1692)Receive message from RADIUS Server: code=11 (Access-Challenge) identifier=96 length=191
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      DETAIL  (1693)Send message to RADIUS Server(192.168.193.5): code=1 (Access-Request) identifier=97 length=281,  User-Name=COMM\ds NAS-IP-Address=192.168.199.84 Called-Station-Id=00-19-77-66-25-AC:RokeWLAN Calling-Station-Id=0C-8B-FD-5F-6B-49
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      DETAIL  (1694)Receive message from RADIUS Server: code=2 (Access-Accept) identifier=97 length=312
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1695)Sending 1/4 msg of 4-Way Handshake (at if=wifi1.5)
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1696)Received 2/4 msg of 4-Way Handshake (at if=wifi1.5)
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1697)Sending 3/4 msg of 4-Way Handshake (at if=wifi1.5)
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1698)Received 4/4 msg of 4-Way Handshake (at if=wifi1.5)
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1699)PTK is set (at if=wifi1.5)
01/14/2015 11:23:07 AM  0C8BFD5F6B49  0019776625AC  120ap-br      BASIC   (1700)Authentication is successfully finished (at if=wifi1.5)
01/14/2015 11:23:12 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1701)station sent out DHCP DISCOVER message
01/14/2015 11:23:12 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1702)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:12 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1703)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:12 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1704)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:12 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1705)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:12 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1706)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:12 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1707)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:12 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1708)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:12 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1709)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:12 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1710)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:20 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1711)station sent out DHCP DISCOVER message
01/14/2015 11:23:20 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1712)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:20 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1713)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:20 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1714)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:20 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1715)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:20 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1716)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:20 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1717)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:20 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1718)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:20 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1719)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:20 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1720)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:37 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1721)station sent out DHCP DISCOVER message
01/14/2015 11:23:37 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1722)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:37 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1723)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:37 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1724)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:37 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1725)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:37 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1726)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:37 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1727)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:37 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1728)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:37 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1729)DHCP server sent out DHCP OFFER message to station
01/14/2015 11:23:37 AM  0C8BFD5F6B49  0019776625AC  120ap-br      INFO    (1730)DHCP server sent out DHCP OFFER message to station

When I tried to connect to another SSID which is on the same AP the client connects fine. The difference is that the other SSID is open network (no radius) for visitors (different VLAN) and the DHCP server is one of the AP itself.

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Dariusz Chorzepa

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I have double checked and the 802.11k is not enabled.
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Nick Lowe, Official Rep

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That seems to show that DHCP is the problem here. For some reason the DHCP server appears, prima facie, to be sending out repeated offers in very quick succession (all within a second) after a single discover. That would likely be the culprit as to why things aren't working. Do you have more than one DHCP server that might explain this behaviour?

It would be good to have a capture on an affected client using Microsoft's Message Analyzer to further analyze this:

http://www.microsoft.com/en-gb/download/details.aspx?id=44226

In any case, I suggest that you troubleshoot DHCP to check what's going on.

(We can see that the client has already associated successfully via 802.1X before DHCP failed. This looks like it is unlikely to be 7260 related therefore.)
(Edited)
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Steven Bateman

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I know you're looking at DHCP at the moment, but for what it's worth I've had two 7260s (-n and -ac) in the last two weeks that have had Limited Connectivity on AP330s. Updating the driver to 17.13.11 resolved the issues in both cases.

That driver was released at the end of December. Just something else to try.
(Edited)
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Dariusz Chorzepa

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I have tried the latest drivers and  this did not make a difference for me. I have had more people complaining now so this is getting more serious and I am planning to log a support ticket with support.

This morning I had another Intel Wi-Fi card having the same issue, Intel Centrino 6300-N. I have checked the drivers and updated to the latest version (17.14.0). Rebooted the laptop and still could not get the IP address.

My usual fix  did not work (forcing the client to connect to AP over 2.4GHz did not work because I had AP applying a band steering policy which prevented the client to connect to AP on 2.4GHz radio - message on the AP was "suppress request from 34:e2:fd:68:92:b0, reason band-steering-balance-band").

I eventually rebooted the AP and the client connected to AP over 5GHz radio fine.

I have saved couple of wireshark files from the client so I am going to check them later this week to see if there is any clue in there. So far this problem is a mystery to me.


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Nick Lowe, Official Rep

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The client monitor log you posted showed that the issue was likely with your DHCP servers and nothing to do with the drivers on the client, nor the AP. Still suggest that you troubleshoot in this area first by looking at the DHCP process in Wireshark. I suspect you'll find that your DHCP servers are not functioning as expected.
(Edited)
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Dariusz Chorzepa

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I will investigate the DHCP but this does not sound to me like a problem with it (I know the log shows successful 802.1x authentication and then DHCP requests from the client). I have over 2000 Windows and Linux clients on the network (connected with cable mostly) who have no problems using these two DHCP servers (Win 2k8 R2).

Most of the time when I have user complaining they cannot get access to the corporate wireless network I ask them to change the card settings to prefer band 2.4GHz and the client gets IP address Ok. If it was a DHCP server I would expect the problem to affect wired and wireless clients but so far only wireless clients with Intel cards (7260ac and 6300-n) are having problems.

I'll post more when I have Wireshark results from two of my DHCP servers.