many users on one particular AP

[rocky2024]

Hello, 

we have many APs on first and second floor but we are observing many users connecting on second floor AP12 only.

FYI, we have DNAC, Prime tools in place.

please suggest

[balaji.bandi]

many APs connecting on second floor AP12 only.

I am guessing you meant to say "users"

client will decide where to connect and what AP. - question do you see clients on other AP (not at all?) if not at all then need to review the config and may be bugs depends on the version code running.

[Leo Laohoo]

What is the firmware of the controller?

What are the AP models?

[Rich R]

When describing your problem always state:
- Model of WLC?
- What software version is the WLC running?
- Model(s) of APs?
- What troubleshooting and investigation has been done to identify/isolate the problem?

As others have pointed out:
- Clients decide which AP to connect to.
- You should ensure the APs are working correctly with adequate coverage as confirmed by site survey
- Ensure the WLC is configured correctly (use the Config Analyzer - link below) and software is up to date (refer to TAC recommended link below)
- Use client debug, radioactive trace, over-the-air captures to identify client connection issues.

[rocky2024]

AP model AIR-AP2802I-B-K9

WLC model C9800-40-K9

AP Software: 17.9.4.27

WLC Software: 17.9.4

[Rich R]

So a starting point would be to update to a TAC recommended version of software (see link below).  That will provide dozens of bug fixes and in the process of doing that reload the APs which might in itself fix things if it's a software issue.  If you still see the same problem then follow what @Scott Fella and @Saikat Nandy have been explaining.

[Scott Fella]

Besides all the information requested by the others, what troubleshooting have you done.  I'm assuming you went on-site to validate and gather information?  If for example devices on the 1st floor are connecting to an adjacent ap on the 2nd floor, you need to look at possible TX power on that ap vs the TX power from other adjacent ap's.  It can also be your data rates settings making devices stick to ap's with higher TX power.  

So can you go onsite and do some testing and really validating if users are able to connect to adjacent ap's first and then trying to replicate the issue.  floor plans with the ap locations also helps us get a better idea, but go onsite first and gather data.

[rocky2024]

Hi Scott,

Yes, I’ve visited the building. It primarily serves as an open area or mega event space, where you can see all seven floors from the ground level.

Access Point AP12 is located on the second floor, and there are 4 to 5 access points on the first floor. However, those first-floor access points are not appearing in DNAC with higher numbers of users, unlike AP12, which shows a user count ranging from 80 to 120.

i will check TX power level on nearby APs and AP12

thank you Sir

[Saikat Nandy]

This primarily tells your RF is not good as signals are bleeding between the floor - to some extent it happens but if it is quite significant then you have a problem and the only solution is to perform a site survey.

As @Scott Fella mentioned a quick fix could be to reduce the TX power of that AP manually and test. But keep it mind that if reducing the TX power on that AP creates a coverage hole then nearby APs will try to increase their power (as much as possible based on TPC algo) to cover that blind spot - so you may end up having same issue but this time users might get connected to an another AP, except AP12. So testing is eventually needed.