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Tue, Nov 15, 2016 6:40 PM

AP disconnects from controller

I have a single AP deployment and it keeps disconnecting from the cloud controller.  In the Cloud controller interface I see "AP disconnected from the cloud=controller", "AP's keep-alive packet was not received by the cloud controller", "AP is connected to the cloud controller".

I get anywere from 15 to 50 per day in the last week or so.  I had them before but not a bad.

I don't know at this point if the actuall AP is dropping on LAN also, I plan to setup pings, but within the cloud interface the status is "AP disconnected".

Anyone else experiencing this issue?




307 Messages


4.9K Points

4 years ago

Hi Todd,

Last weekend was a maintenance window so the i think the software of the AP is updated and also the server ip addresses might have changed.

Have you a firewall with specific config on it ?

If not, please log a case with support via the portal.

Kind regards

1 Message


60 Points

4 years ago

Here i have also same issue, my R310 was "disconnected  from the cloud controller "
attached is screenshot.

Actually, i never seen my test AP on-Air even that on dashboard was in operational  status.
Similar issues i had with x-claim cloud service.

Could you please provide short guide how to solve this issue ?

The second disappointment issue is related with venue address configuration, if google cannot match the address , i cannot proceed, so i have to choose a fake one to finish my setup ?

16 Messages


244 Points

Please open ticket on