No Internet Connection via Full Strenght Wireless Connection

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  • Updated 4 years ago
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Since upgrading my access points to HiveOS 6.1r2.1359 and APP Sig ver 3.1.0 just over two weeks ago I have had some of my users complaining of loosing connection to the Internet even though they have a full strength connection to the wireless network. They need to either reboot their devices to retrieve the Internet connection or switch Wi-Fi on/off. Others are happily working away and have not seen any issues.
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IT Manager

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  • confused

Posted 4 years ago

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Andy Cannarella

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Are you using WIPS? I had a problem where random people would lose connection but others would still work. Only resolution was to boot the AP. After working with support I removed WIPS from my configuration and it has been happy since. Apparently for WIPS to run it needs a decent amount of radio time. Just my experience. Oh, this happened on any version of 6.
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IT Manager

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No I am not using WIPS within my configuration unfortunately
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Andy Cannarella

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Do you have an internal network with fileserver and such they can still connect to or is the wireless just pure internet?
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IT Manager

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Yes we have servers that we could try and access bu I have not asked the users if that is the case when they are having the problem as they normally mention it after they have restarted. I have asked them to let me know when the problem is happening the next time so that I can investigate when the problem is 'live'
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Andy Cannarella

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One other thing to see is if when it happens can they ping local GW, and say and internet DNS server like 4.2.2.2. Just to eliminate if they are having DNS issues.
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IT Manager

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Thanks for the tips, I will take note and if/when the problem re-occurs I will get the users to try that
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IT Manager

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Unable to get to either an internal server or to the Internet. Connection shows as connected, no problems with security but users just cannot access anything and need to disconnect/reconnect before they have full connectivity restored
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Van Jones

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I have students that complain about this intermittently, but it usually only happens at night. I have witnessed it first hand only one time during business hours, so it makes it very difficult to troubleshoot.

1. Do the clients experiencing the issue still have valid ip addresses?
2. "Others are happily working.." Are they connected to the same access point?
3. The next time you experience this, I think it would also be a good idea to grab a 'get tech data' while it is happening, open a ticket with support and attach the tech data output to the ticket so that aerohive support can analyze this issue. If you can do this and Aerohive finds the cause of the problem, please report back. Their findings may help us.

Thanks!
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IT Manager

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Please see answers below;

1. Yes they still have a valid IP address which I can see assigned via the access point.
2. Yes there are others connected to the same AP without any issues at the same time.
3. Thanks for the tip, I will attempt to grab the required data
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Laurelbrook IT

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Did you find a solution? I have the exact same issue here.
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IT Manager

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No we did not, our support company came up with a pathetic excuse for why we are having the problem and therefore we are now selling our AeroHive units and moving to another wireless access provider
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Nick Lowe, Official Rep

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Is there any commonality in the clients that are doing this? I have certainly seen issues with buggy client drivers causing dropouts, requiring either a reboot or a manual disconnect-reconnect to 'resolve'. Not saying it is this, but it is easy to blame the APs for something that is fundamentally a client problem.

I notice that nobody here has mentioned any detail about what the clients are.

Have you all ensured that the clients have up-to-date drivers / software on them as a first step?

In the case of Windows, you often have to look to places other than the manufacturer - HP, Dell etc, to get one that is recent / up-to-date.

In the case of other platforms, ensure that the OS on the device is up-to-date.

I have also seen issues on the Aerohive side when the CPU usage in an AP goes too high, this has got better with the more recent HiveOS releases. It is more prominent on the more resource constrained legacy APs, the AP110, AP120, AP320/AP340.

As HiveOS 6.2r1 is available, you should make sure that you update to this release.
The last release for the AP320/AP340 is 6.1r6.

You should also ensure that the 'dropouts' are not based on other factors - things that are interference related, or something related to DHCP, ARP, packet loss on the wired side, full CAM table etc...

Whatever the cause, it is definitely worth digging in to the causal factors.
(Edited)
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Matt Kopp

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We've seen a number of issues with specific wireless cards - Intel Wireless-AC 7260 cards.  In fact, those cards have historic issues with other vendors - Cisco, Aruba, Ruckus all comes to mind with the same issue.  The client will only connect to 2.4GHz, if there is any attempt at bandsteering - it FREAKS out and disconnects.  Even without steering, it's hit-and-miss.

As Nick said, from a technical prospective, the client controls communications, not the APs.  The way to think of it is: if you have a wired client and they plug into a jack without a connection, another user plugs-in, same port, and has a connection - would you look at the computer or the switch?

If your provider did not work out, you may want to reach-out directly to Aerohive support before investing in another solution.
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Laurelbrook IT

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It happens on multiple APs. It has happened on my Acer laptop running Windows 8, my Samsung tablet running Android 4.4.4, and my Motorola phone running Android 4.4.4. I doubt it is a client issue, as that would require 3 different clients to be experiencing the same type of issue. 
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Laurelbrook IT

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The APs are AP120s running the latest HiveOS.
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Laurelbrook IT

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Problem has never occurred with these devices on other networks at other locations. The problem only occurs after a short period of moderately high bandwidth usage (VOIP, video chat, large updates, etc.).