Users are getting disconnected at specific location

[nwagh]

Our customer is experiencing user disconnection problems with the 5520 controller, which is managing two access points, the 9120 and 2702. They have only one SSID being broadcasted. Users are encountering random disconnection issues, typically after 40 or 30 minutes, requiring them to manually reconnect 2-3 times before establishing a stable connection. The problem persists despite disabling Fast Transition (FT) and updating user drivers.

This issue is only at one specific area.

Thank you for you suggestions

[marce1000]

             - Is there decent wireless coverage at that location , has a wireless site survey been done ?

 M.

[Leo Laohoo]

1.  What are these wireless clients, laptops, smartphones?
2.  If they are smartphones, what make/model?  Are they iPhones?
3.  If they are laptops, what are the exact model of the wireless NICs?
4.  If they are laptops, what are the wireless NIC drivers?
5.  What firmware is the WLC on?
6.  Are the issues more pronounced if the wireless clients are connected to a 9120 or 2700?

[nwagh]

1.  What are these wireless clients, laptops, smartphones?- Laptops
2.  If they are smartphones, what make/model?  Are they iPhones?- Laptops only
3.  If they are laptops, what are the exact model of the wireless NICs?-DELL 7430| Driver Provider: Intel | Version: 22.200.2.1

4.  If they are laptops, what are the wireless NIC drivers?- Driver Provider: Intel | Version: 22.200.2.1

5.  What firmware is the WLC on? -8.10.183.0
6.  Are the issues more pronounced if the wireless clients are connected to a 9120 or 2700?- Same behaviour on both AP’s

[Leo Laohoo]

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@nwagh wrote:
3.  If they are laptops, what are the exact model of the wireless NICs?-DELL 7430| Driver Provider: Intel | Version: 22.200.2.1

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That is not correct. 

7430 is the model of the laptop.  That firmware version is for an Intel AX2xx. 

On the wireless NIC of the laptop, disable 802.11ax.  

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@nwagh wrote:
Are the issues more pronounced if the wireless clients are connected to a 9120 or 2700?- Same behaviour on both AP’s

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In that case, the description of "Users are getting disconnected at specific location" is misleading. 

Report back with more accurate description of the problem.  

[nwagh]

Hi Leo, Thanks for your response,

Let me provide further clarification.

Please refer to the affected area indicated in the snapshot below. In this area, both access points (APs) offer equal coverage.

We have observed that clients within this area receive a signal strength of -56 dBm. Strangely, these clients are experiencing random disconnections approximately every 30-40 minutes. Initially, we suspected this might be due to the session timeout value set at 1800 seconds (30 minutes). However, it's puzzling because the same client functions properly in non-affected areas without any issues.

Laptop model-Dell 7430

Arch	Category	Driver	Current
x64	network	Intel AX411/AX211/AX210/AX201/AX200/9560/9462/9260/8265/8260/7265/3165 Wi-Fi UWD Driver	Released: HK5K8
			Version: 22.200.2.1

[Leo Laohoo]

Does anyone have a spare, non-SOE laptop?  Heck, even a personal laptop will even work? 

Take the non-SOE/spare laptop and see if has the same issue(s) or not.  Test for an entire week.

[nwagh]

Hi Leo,

We've sought assistance and conducted wireless scanning in the office. During the process, we observed nearby offices (other building) using APs transmitting the same SSID, and their signals are affecting our area. To address this interference, what configurations can we implement mitigate or ignore signals from other office APs? Does reducing the AP power will help or any other recommendation you would like share?

Regards,

Nilesh

[Leo Laohoo]

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@nwagh wrote:
we observed nearby offices (other building) using APs transmitting the same SSID

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Same SSID???

[nwagh]

Hi Leo,

Yes, same SSID. I think issue is because of they have enable the rogue detection enable.

[Leo Laohoo]

The office need door has the same SSID as yours?

[JPavonM]

@nwagh this could be due to coexistence of APs from different standards but also if you are broadcasting the same SSID in both bands 2.4- and 5-GHz.

Client devices could be roaming unexpectecly to one AP or another in that area (or even roaming between bands) as roaming depend only on the client side. (there is a possibility to fine tune advanced settings in Intel wNIC to lower roaming aggresiveness and to prefer one band over the other)

Additionally, mixing APs from different generations (Wi-Fi5 and Wi-Fi6 ones in your case) is not a best practice, as association is different depending on the AP's standard as PHY layer changes.

This is my proposal to solve this:

1. 1st try to broadcast the SSID just in one band only (that will prevent legacy devices wihtout 5GHz band support from connecting so investigate that first).
2. 2nd disable 802.11ax network and 802.11ax features under the WLAN profile to avoid C9120 AP broadcasting Wi-Fi6 features and capabilities. (this is not reducing specs in the network as sharing Wi-Fi5 and Wi-Fi6 devices in the same network downgrades the most capable ones to the lowest capable ones)
3. 3rd tune data rates to disable legacy ones 1-, 2-, 5.5- and 11-Mbps, set basic/mandatory ones only 12- and 24-Mbps and support the rest, this will reduce effective coverage area and initial connection coverage area. (test these changes on the field before reaching to an agreement on the supported and basic rates)
4. 4th it all the previous fails, fine tune wNIC advanced settings and lower sensitivity from default Medium to Low, and prefer 5-GHz band if you have not applied the 1st step.