Some Clients wont connect to WIFI

[Lucianomcp]

Hi there,

I have an office with 10 floors running Cisco 3850 with Denali 16.3.7 IOS and 3700 APs. WLC 5550 with 03.06.05E. 

I have a problem where a smartphone (either iPhone or Android) cannot connect to level 55 while many other smartphones are connected. The same device that cannot connect to L55 can connect to some other levels (L56, L58, etc). Basically, some devices can connect to WIFI on some levels but not all levels. As if the device/MAC is blacklisted on the switch for the particular floor.

All floors have the exact same settings using the same WLC and ISE. I have had 5 sessions with Cisco TAC and they've checked ISE, WLC and Switches logs but so far couldn't find out why this is happening. 

Any ideas?

Thanks,

[Haydn Andrews]

Does the client connect to the wireless at all on that floor, or just a specific SSID

From the WLC CLI

debug client <mac address>

have the client try and connect and share the output

Take it same SSID on all floors, does ISE have any policies for different floors? VLANs are all there?