Apple iPhones users keep on getting Error: "Incorrect Password" while connecting to AP Cisco AIR-AP1852I-A-K9

[VikramRomana6443]

Apple iPhone  keep on giving Error: "Incorrect Password" while connecting to AP Cisco AIR-AP1852I-A-K9:

When the iPhone users try connecting to this Access Point then they keep on getting the Error: "Incorrect username/password". Even though the password is correct. After multiple tries then the iphones connect to the Access Points. Also after a while the users again get disconnected and they have to connect again.

Is there any setting that has to be changed on this Access Point or the Cisco Wireless Lan Controller (CWLC) ? Android phones have no issue while connecting to the network and it is only iPhones that are giving this issue. 

Please advise accordingly at the earliest.

[Leo Laohoo]

Explain how the authentication works?
Did you run a debug when this is happening?

[VikramRomana6443]

Hi Leo, Thanks for the follow up. No we have not run any Debug. Actually We have two Wifi Networks: Main Network and Guest Network. Users who connect to Main wifi network use the same username and password which exists in Active Directory and the users on Guest Network use a generic password which is given to everyone.

1.When the iphone users try to connect to this network then they keep on getting the error: "Incorrect username/password" but after multiple tries they are able to connect.

2. After a while, the iphone users  get disconnected and they have to connect again.

I have read about this issue online and it has been suggested to check if fast-ssid change is enabled on Cisco Controller (Controller > General > Fast SSID change). We currently have this Disabled. Would enabling it rectify this issue ?

[Leo Laohoo]

So which SSID is this problem occurring?
On the controller, go to Monitor > Statistics (to the left) > RADIUS Servers.
Find the RADIUS server involved and click statistics.
Take a screenshot of that page and post it.

[VikramRomana6443]

Hi Leo,

As directed, please find the related information:

Authentication Server Statistics:

Msg Round Trip Time (milliSeconds) 2

First Requests                                   1317927

Retry Requests                                  4559

Accept Responses                             154196

Reject Responses                               70675

Challenge Responses                         1092151

Malformed Messages                          0

Bad Authenticated Msgs                     0

Pending Requests                              0

Timeout Requests                              5430

unknown Type Msgs                           0

Other Drops                                        180

Accounting Statisctis:

Msg Round Trip Time (milliSeconds)    0

First requests                                      75184

Retry Requests                                   10

Accounting Responses                       75182

Malformed Msgs                                0

Bad Authenticator Msgs                     0 

Pending Requests                              0

Timeout Requests                              12

unknown Type Msgs                          0

Other Drops                                       0