Client roaming issues on C9800

[Ingénierie RCI]

Hello,

We have a problem with a C9800 Wireless Controller (version 17.9.4a) and Cisco C9120 Access Points. Some clients are roaming from one AP to another, while there're not moving from their desk. For exemple, as shown in the exemple, a client in a meeting room is roaming among 3 AP in a short amount of time : 

Even if the latency is high, the client decide to roam without moving.

The access points and the controller are in differents network, the C9800 is running on a virtual machine on Microsoft Azure. 

All the AP are in Flexconnect mode, and the policy on the WLAN is only configured in Central Authentication :

We've modified the Data Rate on the RF-Profile, to force Access Point to disassociate clients with a poor rate from an AP, and force them to connect to a closer AP 

Do you have any clue about why the client still decide to roam without moving. 

I attach the "show-tech-support-wireless" file with the configuration and firmware information

Postscript  : The device shown in the history is a updated Windows 10 Laptop. 

[marce1000]

    - Feed your  attachment into : Wireless Config Analyzer
       At least all red errors in the wlc checkresults (html view or excell) should be corrected , but review the other advisories too such as RF related.

     + Client roaming decisions are always autonomous , make sure the layout of the wireless network was done properly with wireless
site survey
    - 17.9.x is becoming gradually EOL , consider moving on to 17.12.3

 M.

[Flavio Miranda]

@Ingénierie RCI 

 As frustrating as it sounds, this is not a WLC or AP problem. Clients make the call on the roaming not the network.  Update client driver to lasted and check roaming sensibility on the client wireless adapter. 

[Haydn Andrews]

Things like 802.11v and client loadbalancing could do it, however generally find that its related to client drivers or poor RF design

[Leo Laohoo]

Is this happening to just one wireless client?

[Rich R]

Enable Radioactive Trace for an affected MAC address while it roams and then feed the output into the Debug Analyzer (link below) to see how it looks from the WLC point of view.

But as the others have pointed out already, roaming is always a client decision so you need to look at why the client is deciding to roam (all the factors already mentioned by the others).  Start by updating the client drivers to latest version before testing.  For Intel: https://www.intel.com/content/www/us/en/download/19351/intel-wireless-wi-fi-drivers-for-windows-10-and-windows-11.html