Mobile devices get frequently disconnected from the Aerohive wifi.

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Hi, My office premises are running with Hive version 6.4 r2 and i could see laptops connect to wifi without issues, but mobile devices get frequently disconnected. Are there any known issues pertaining to Handheld devices(Apple & Android)?
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Suresh Kumar

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Posted 3 years ago

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Nick Lowe, Official Rep

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Is this with 802.1X or a PSK? By disconnected, I assume you mean while users are actually using them rather than while they are slept?

What version of HiveOS are you using?

I would check that you have not disabled WMM by accident.

Customising the data rates can sometimes expose issues. Have you customised these?

U-APSD can cause problems with buggy drivers. Do you have this enabled?

Voice-Enterprise features can cause problems with buggy drivers. Do you have any of these enabled?

Protected Management Frames can cause problems with buggy drivers. Do you have this enabled?

Band steering from 2.4 GHz to 5 GHz can sometimes cause issues with buggy drivers.

Have you tracked a client using Aerohive's Client Monitor feature to see if anything obvious shows up?

Have you checked for RF related issues too? Remember that both the wireless chipset and the antennas in a laptop are likely to be significantly better than is typically found in a mobile device.
(Edited)
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Suresh Kumar

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Thank you Nic for the reply. Please find my answers to your questions
 

Is this with 802.1X or a PSK? By disconnected, I assume you mean while users are actually using them rather than while they are slept?

This is 802.1x, yes while users actually using it just disconnects.


What version of HiveOS are you using?

Enterprise   6.4r2


I would check that you have not disabled WMM by accident.

No it’s not disabled.

Customizing the data rates can sometimes expose issues. Have you customized these?

No, we haven’t customized.

U-APSD can cause problems with buggy drivers. Do you have this enabled?

No, Its Disabled

Voice-Enterprise features can cause problems with buggy drivers. Do you have any of these enabled?

No, its disabled

Protected Management Frames can cause problems with buggy drivers. Do you have this enabled?

Not able to find this on the Hivemanager

Band steering from 2.4 GHz to 5 GHz can sometimes cause issues with buggy drivers.

SSID Broadcast Band is enabled with both 2.4 GHZ and 5 GHZ

Have you tracked a client using Aerohive's Client Monitor feature to see if anything obvious shows up?

Yes, i had tracked a client in the client monitor , but there is no much info as the message stating as disconnected due to notification of driver.

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Suresh Kumar

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AP's are on HiveOS 6.2r1b.1933.
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Nick Lowe, Official Rep

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Which model(s)?

Before spending time triaging this, can you update them to 6.4r1d, assuming that you have a model of AP that supports this?
(Edited)
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Suresh Kumar

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We are using Both Ap120 & 121.
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Nick Lowe, Official Rep

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You should consider updating the AP121s to 6.4r1d and the AP120s to 6.2r1c.

Can you get a capture of the drop outs happening in monitor mode, usually via a third party laptop running something like Wireshark or Message Analyzer.

This will show what is actually going on rather than speculating about possible causes.

A simultaneous capture of the traffic from the AP to the RADIUS server would be helpful too.
(Edited)
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Suresh Kumar

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Nic, I'll test these connections once i'll be back to office on Monday and will update you..
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Crowdie, Champ

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Smartphones and tablets can also have issues when your maximum transmit power settings are too high and this gets worse when low data rates are enabled, as previously mentioned.  In your radio profiles what are the maximum transmit power values set to?  I recommend keeping the maximum transmit power around 15 dBm when smartphones and tablets are in use.
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Suresh Kumar

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The following settings are enabled in the respective SSID in the Hive manager.
1.Under 2.4ghz 11b/g Rate Setting 6Mbps and 11Mbps are set as Basic and rest others are in optional.
2.Under 5ghz 11a Rare Setting 12Mbps and 24Mbps are set as Basic and rest others are in optional.
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Crowdie, Champ

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Do you have 802.11b devices on your wireless network?  The reason I ask is that you have 11 Mbps, an 802.11b data rate, set to basic (mandatory).  Having 802.11b data rates enabled on a busy network results in a large increase in airtime utilization.

I did some consultancy work at a busy hospital last year and we dropped their maximum transmit power down to 14 dBm and disabled the 802.11b data rates.  This resulted in some of the access points having their utilization drop from over 70% to below 30%.
(Edited)
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zzzP

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Is there where I go to check if WMM is enabled or disabled? I want to make sure the higher data rates are not disabled... 
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Crowdie, Champ

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The WMM settings are located at Configuration -> SSIDs -> [SSID Name] -> Optional Settings -> Advanced -> WMM.