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4 Messages

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110 Points

Tue, Aug 2, 2016 6:05 PM

Answered

Chromebooks not connecting and/or losing connection

We have had our Ruckus network set up for almost two years without any problems. Over the last six months I am getting increasing complaints about Chromebooks not being able to connect or losing connectivity randomly.

Tech support keeps telling me the clients are switching between 2.4ghz & 5ghz quickly which is causing the problem. They are saying the issue is "Reason 3" meaning the client is moving between APs or too far from an AP.

These clients are sitting at their desks where they have always had reliable connectivity. They will be working without a problem and suddenly drop connectivity for hours at a time. Then, for no apparent reason, connectivity will return. When they lose connectivity, their computer will still show 2 or 3 bars (with a 40% or higher signal strength.)

I am getting nowhere with tech support. The problem is beginning to affect more of my users. It happens with more than one AP.

We are in the middle to transitioning the majority of our staff to Chromebooks so I need this fix.

I have upgraded to the most recent firmware.

Anyone have any ideas!?!

Responses

4 Messages

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110 Points

4 years ago

The only other hint I have to offer is that, in the ZD UI, whenever a client loses connectivity, the "Estimate Capacity" graph under the Performance section for that AP drops to ZERO even though clients using Macs are still connecting without problem. I don't know if this is cause or effect but there is definitely a correlation.

1 Message

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60 Points

I also have this issue. It's only Chromebooks.  Seems that it began a few months ago.  Seems to be happening in a particular wing. During testing 60 chromebooks will connect just fine.  Then about 30 minutes later 10-15 of them will disconnect.  The quick solution is to power cycle them.  Occasionally I have seen the wifi give a message reconnecting, several times. If you have any updates to solutions please post.  

1 Message

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80 Points

4 years ago

I am having the same issue, Chromebooks and tablets dropping the connection, also some MAC computers.

A tip on this would be really appreciated.

222 Messages

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3.6K Points

4 years ago

Ok what fault finding tasks have you tried? a few questions for example; do all the Chromebooks have the same Wireless NIC? same model? Do other devices have the same issue? Do the Chromebooks have automatic updates enabled? What authentication is used on the WLAN? Have you tired reducing the WLAN to a single band (as you mention they are moving between bands)?

222 Messages

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3.6K Points

4 years ago

Also, do you have any sort of heatmap for your property to show you the signal strengths in areas of the campus?  

6 Messages

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162 Points

4 years ago

OK, we need a solution here.  We're full on into the school term now and I've got Chromebooks failing at connections -- Chromebooks that have just fine all last year, at the same desks, with the same R300 APs in the same locations.  I've limited models, mostly Lenovo Chromebooks (N42, N21) and a few Samsung X300 -- all the same laptops from last term
After exhausting ChromeOS and Chromebook model searching for any possible problem, THE ONLY OTHER VARIABLE is that we've updated our Ruckus ZD and AP firmware by a couple of revisions, now at the latest 9.13.1.

ANYONE WITH ANY INSIGHT ON THIS MATTER?

222 Messages

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3.6K Points

4 years ago

my previous questions still stand

6 Messages

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162 Points

4 years ago

OK, we need a solution here.  We're full on into the school term now and I've got Chromebooks failing at connections -- Chromebooks that have just fine all last year, at the same desks, with the same R300 APs in the same locations.  I've limited models, mostly Lenovo Chromebooks (N42, N21) and a few Samsung X300 -- all the same laptops from last term
After exhausting ChromeOS and Chromebook model searching for any possible problem, THE ONLY OTHER VARIABLE is that we've updated our Ruckus ZD and AP firmware by a couple of revisions, now at the latest 9.13.1.

ANYONE WITH ANY INSIGHT ON THIS MATTER?

116 Messages

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2.3K Points

4 years ago

We are a K12 district and in about 3-4 weeks will be switching our first building over to Ruckus wireless with R710s. Between now and Christmas we will be switching all of our buildings over using about 400 APs in total. We have a lot of Chromebooks so posts like this get me worried

One thing we are doing is all district owned devices will be on 5GHz and person devices on 2.4GHz. You could try that if your Chromebooks are truly band hopping

116 Messages

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2.3K Points

4 years ago

Did this get solved?
Brand User

Former Employee

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2.6K Messages

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44.8K Points

4 years ago

Bill Pier, do you have an active ticket with Tech Support?

6 Messages

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162 Points

No, I have thus far experienced very poor Support from Ruckus.

At this point I have forced most of our Chromebooks to one radio spectrum.

116 Messages

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2.3K Points

Did this fix the issue? The reason I ask is we are forcing all district owned laptops to 5GHz and personal devices to 2.4GHz. If band hopping was the issue and by forcing all Chromebooks to one band you fixed the problem, I should be set

2 Messages

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70 Points

4 years ago

We had a problem much like this several months ago. We finally found that the Chrome OS version at the time didn't work well with the Ruckus software and firmware. We updated Chrome OS and Software/ firmware on the ZD and APs. This solved the issue.

26 Messages

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430 Points

4 years ago

Are these disconnections happening after a channel fly channel change event? Im seeing a similiar problem myself since upgrading to 9.13 on R700s (except its with Mac devices) and its the channel change event triggered by channel fly thats causing it. Check logs for a channel change and see if the disconnections happen just after that. it could be that the client devices arent supporting 802.11h CSA's properly and/or something has changed in 9.13. Im still working with Ruckus carrier support to get to the bottom of our issues. Ive been working with a network of ~30K Ruckus AP's for a good few years now and in my experience channel fly and the subsequent channel changes are the cause of *alot* of random disconnections I have investigated.

id try disabling channelfly as a test if your operating in a relatively "clean" RF environment - which it sounds like you may be are given that its a school.

6 Messages

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162 Points

First of all - thank you for the confirmation of a problem that many of us have been struggling with.

I'm curious as to whether you've observed this disconnection problem across a variety of client devices?

26 Messages

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430 Points

Hi Bill,

In my personal experience its been a variety of different client devices - we have pretty much every type of consumer device spread across our network (We're a student ISP) so arent tied down to any specific vendors. When you have such a mixed variety of different client devices with different wireless chipsets/ drivers/firmwares etc then unfortunately you are always going to get some that dont behave as they should.

For us, running channelfly definitely has its benefits - our AP's are quite often sat in environments where you have users running their own AP's, contributing massively to co-channel interference. Personally, my opinion is that if your operating in a clean environment i.e you dont have alot of neighbouring AP's to deal with I would ditch channel fly and statically set channels + power levels as I believe leaving it on would cause more harm than good.

Hope that helps

116 Messages

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2.3K Points

4 years ago

I have read many articles online about how to setup channelization on wifi networks
I have also talked to several people who for a living design and setup wifi networks

The consensus seems to be around fixed power/fixed channel designs. Every manufacturer whether Ruckus, Aruba, Cisco, etc. have technology built into their systems to automatically select the proper power level and channel and adjust these on the fly. Again, the consensus seems to be that these systems do not work well and going to a fixed power/fixed channel design while more work, in the end yields a more stable and responsive setup.

Your thoughts?

388 Messages

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5.9K Points

4 years ago

Hi guys.

I recommend checking dhcp server status such as latency for dhcp response.

I had experienced similary symptom, and found problem related highly late responde from dhcp server.

If your dhcp server have problem, he send very lately respone against dhcp request.

In my case, after replacing dhcp server, it disappeared issue.

Regards.