wireless shows it's connected but no network connectivity

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  • Updated 2 years ago
Hi everyone,

I have had an issue with my wireless and it seems to happen just on a specific model which is a "Dell Latitude 15 15000". The issue is that client consistently drops packets and at times indicates it has Wireless connectivity but cannot ping the next hop address or Google. I've tried reviewing if the device too see if its jumping to from AP to AP but it is not and it happens everywhere this client roams. The issue is very intermittent but  it can happen at any given moment. I've reviewed the Client monitor as well its connectivity and it doesn't show anything, it doesn't indicate any information other than its online within an AP. I also reviewed my switching network and it indicates it's IP is pingable but that is it. I've also have had technical support review the issue but they cannot figure out because as soon as they're ready to test connectivity the device is back online.
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Arison Mercado

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Posted 3 years ago

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Tony Schaps

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Windows 8.x? Wireless network shows as "private"?
McAfee, by chance?
Or other non-Microsoft firewall installed?
More info needed.
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Arison Mercado

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The client is a windows 7 without McAfee, the network it connects to is out internal hidden with enterprise PSK authentication. In addition, I have access our internal network with another hidden SSID that we have for devices that don't support WPA2 802.1x and either way the issue still occurs. We also use Sophos for our anti virus and our firewall on the client is turned off.
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Arison Mercado

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I've done so much troubleshooting with aerohive support and I'm not getting anywhere. Has anyone ever have this problem?
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J. Goodnough, Champ

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Does the client device demonstrate problems on other networks? You may have bad client hardware, this would be a quick way to take a look at that.
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Arison Mercado

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No, these devices are brand new Lenovos and work flawlessly on the Wired ethernet connection
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Arison Mercado

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Anyone occurring the same issues? I cannot resolve this but since we had school vacation last week I've disabled the WIPS policy on our AP's and I'm hoping that can help now that our students are back.
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Nick Lowe, Official Rep

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Hi Arison,

That laptop model has Intel's Wireless-AC 7260 that has historically been a buggy disaster. It is highly likely to be a fault with these clients and not the APs therefore.

Please can you try updating them with the latest driver that is available directly from Intel and not Dell and try again?

What version of the driver are you using now?

I would suggest, in the first instance, trying Intel's update utility to see if it picks up a newer version of the driver:

http://www.intel.com/p/en_US/support/detect

If not, download Intel's drivers directly and install that:

https://downloadcenter.intel.com/search?keyword=7260

Failing that making a difference, also disable the 5 GHz radio on the APs as a potential sucky workaround, yes... horrible, and try again.

Personally, I would be minded to swap the cards out for Broadcom or QCA if you can.

Can you confirm which model(s) of APs you have deployed?

Sorry I missed this thread. Had I seen it, I would have replied earlier. Let us know how you get on!

Cheers,

Nick
(Edited)
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Arison Mercado

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Yes, this is still an ongoing issue that can't be resolved. Right now we only have AP370 and AP230's district wide.
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Matt Kopp

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Arison,
As Nick said, the 7260AC cards have notoriously foul (I'm being optimistic by using 'foul') drivers.  We've had great luck with the 17.15 and 17.16 driver packs.  Anything else, expect the cards to perform sporadic - at best.  The specific issue with with WPA2 using 802.11k (if I recall correctly); which derives from Intel and the rest of the world having not implemented the standard in the same way (think: when WPA came out...).  PSK, and other security mechanisms seem to fair better but not necessarily resolve the issue.

It would be highly advised to try Nick's advice with at least a trial update of a few clients to see what happens.  If you can't, there may be harder times ahead until those drivers are up-to-date.  This is coming from someone who's rolled-out Lenovo, Dell and HP devices all with those cards and have had issues since GO.
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Nick Lowe, Official Rep

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I meant a professional coming on to your site to assess what's going wrong, not at all that Aerohive's staff aren't professionals. It makes a world of difference when you can observe something first hand.

Prima facie, not being able to associate to 5 GHz when 2.4 GHz is not available does sounds like a client driver bug and not an AP related issue.

Trying to use a TX power of 1 dBm and 5 dBm doesn't sound remotely sensible to me...
(Edited)
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Arison Mercado

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I have updated the devices with what was recommended on here because it's "proven" to work, and if it's a driver issue that Aerohive is aware of.
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Nick Lowe, Official Rep

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It would also mean that you don't have overlapping coverage in 2.4 GHz from a neighbouring AP...

Who did the physical installation?
(Edited)
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Arison Mercado

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Well we have an AP in every room and 2.4 is turned on in every other room. But that doesn't explain while all sorts of different devices compatible with 5Ghz could not connect to a AP only broadcasting 5ghz.
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Nick Lowe, Official Rep

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It's therefore almost certainly a deployment that hasn't had a predictive, passive or active site survey performed - there's likely not been an effective design process to get things right for your environment. I continue to suggest that you consider taking up the services of a local WI-Fi professional :)

The TX power you're suggesting having in deployment, for example, sounds considerably off the norm.
(Edited)
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Nick Lowe, Official Rep

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I notice that there's now an version 18 branch driver available, 18.12.1

Definitely curious if it behaves! :)

The really tricky aspect here is getting clients updated even where's there's fixes for known issues due to the fact that no reliable servicing model exists. Not fun with BYOD clients.
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Arison Mercado

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Matt and Nick,

I'll send this over to my tech's who are on site to see if they can update a few laptops so we can monitor. 
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Arison Mercado

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I'll update them tonight, but I didn't get any DHCP notifications when troubleshooting with Client monitor. Remember, the clients shows connectivity with the WiFi Signal icon but have no real network access
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Nick Lowe, Official Rep

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Sure, trying to cover all the bases.

Client Monitor is not particularly suited for identifying, troubleshooting or isolating driver bugs in clients. It only generally gives you incidental pointers in this area.

It is more helpful and indicative for 'everyday' problem scenarios like a full DHCP scope.
(Edited)
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Matt Kopp

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Any updates Arison?  Did the 6.6r1 resolve your issues?
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Arison Mercado

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No not at all, I'm still having the issue where I'm connected to the Wireless but with no network connectivity. HMOL shows that I'm connected with no errors on a non reachable device so I'm awaiting  support to contact me
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Nick Lowe, Official Rep

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From Orthos (@wirelesssguru) on Twitter:

All Wireless Office.Users graded wireless experience Intel 17.12/18.20 driver. scale 1/10 after 6 weeks of burn in.
sleeping issue is fixed. getting yellow "!" much much less now. raw user feedback. individual one on one

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Fred Fish

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Arison, we have had this issue off and on many times.  What I find is that a reboot of the AP usually resolved the problem.  The AP itself will disconnect from the network while still providing connectivity for the client.  When we were running Radius auth the client could not connect, but with our PSK as long as the AP still had the same configuration it would allow the connection.  In HM our AP would sometimes show disconnected but not always.  It is sometimes able to still reply to a ping even though it would not pass traffic for any clients.  Not sure that this helps, but just our experience.
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Jules Kremer

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I've the same issue, mainly with hp6550-6560 machines with the current HP driver. reverting to an older driver works usually, sometimes upgrading to the latest of INTEL works too. But why on earth do they not have problems accessing the wireless at home using the same protocols.....
(Edited)
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Nick Lowe, Official Rep

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It is not generally a meaningful comparison.

The home APs nearly always expose a far more limited subset of what's available with 802.11 in enterprise APs.

For example...

They often they operate in the 2.4 GHz band only.

Most in deployment are still 802.11n only.

They typically do not implement Voice-Enterprise features (802.11k/r/v) or Protected Management Frames (802.11w).

They typically do not implement techniques to balance usage between APs or coerce clients to 5 GHz.

They typically are not concerned with roaming, clients will always do this is a nomadic way with such APs.

They are typically less concerned with QoS and ensuring fair access to airtime.

They typically will not implement WMM-PS / U-APSD for power saving purposes.

They typically will not offer the ability to customise the data rates that are available.

And plenty more...

It's definitely not just Aerohive who have been having issues. Aruba, for example, have been seeing similar issues with their APs with Intel. If you search on the Web, these are common complaints.

Definitely update to the latest 18 series driver if this is available, it should resolve many issues where the root cause/blame lies with Intel.

(Intel, annoyingly, have held some of their older 802.11n chips on the 15 series driver which continues to be buggy as the fixes have not been backported.)

Nick
(Edited)