Apple Connection issues with Ruckus Cloud

  • 1
  • Question
  • Updated 2 months ago
  • Answered
Over the last few months I have noticed that Apple devices have connectivity issues with Ruckus Cloud APs. Macbooks, AppleTVs, iPhones, the whole gambit. I am seeing it at different physical locations too, so this leads me to believe it is not location specific. I also do not see this with Unleashed or ZoneDirector networks. Client events often show that they were "disconnected due to lack of activity," however I have personally watched a user get disconnected while streaming from multiple sources. I am also noticing errors related to handshake, dhcp, or 802.11 authentication. I'm not sure how much I trust this information though. Has anyone had this issue and/or have solved it? So far Ruckus Support has said there is nothing wrong with my configuration......
Photo of Chris

Chris

  • 6 Posts
  • 1 Reply Like

Posted 3 months ago

  • 1
Photo of Stephen Moreau

Stephen Moreau

  • 2 Posts
  • 0 Reply Likes
Hey there, I am a Mac user and Ruckus reseller. My personal experience is that I have Ruckus Cloud Wifi in the office and I have it at home for the past c. 2 years. In the office we have 9 users and 3 APs and just a single AP at home for family. In the office everyone has an iPhone and there are a couple of iPads and a Mac laptop (mine). Lots of guest users. At home we have iMacs, iPhones, iPads. We also have many Winders PCs but on the whole we have a problem free experience with Ruckus Cloud. Same with clients some of whom are Mac 'shops' no issues reported. I have noticed the 'disconnected due to lack of activity' but I have received zero complaints. At home we have several teenage 'streamers' and trust me, if there was a glitch, I would know about it. This may not address your issue but it should add some comfort that it 'should' work flawlessly.
Photo of Chris

Chris

  • 6 Posts
  • 1 Reply Like
Thanks for your reply Stephen. In my case, I can watch users get disconnected every 20 minutes or so. This means I get lots of complaints and can witness the failures in action. We do have significantly more APs and users though. Have you made any specific changes to your AP settings? I.E. channels, tx rate, connectivity timer? Or are you running it with the default settings? Nothing I try has seemed to help.
Photo of Darrel Rhodes

Darrel Rhodes, Employee

  • 217 Posts
  • 121 Reply Likes
Hi Chris,

My experience is much the same as Stephen's.  I'm running Ruckus Cloud on 5 APs with multiple kinds of devices including MacBook Pro (2017), iMac 27" (2013) iMac 27" (2009), iMac 24" (2010), Home Pod, iPhone XS, 8+, 6S, 7, iPad Pro ... all with no issues.

Have you tried an SSID with a completely new configuration profile?

Are there any other centralised services on the network that could be at fault?

Good luck in finding the issue.

Best,
Darrel.
Photo of Chris

Chris

  • 6 Posts
  • 1 Reply Like
Hey thanks Darrel. I made a test ssid and seemed to have issues with that too. If there are any other centralized services causing this issue I have no idea what it could be, especially since this issue seems to be happening at different physical locations with their own network. I've gone through dhcp, I've adjusted the channels for other devices in the area, etc.

When you view client events do you see any errors under connection attempts? Marked by the red hazard triangles? Because it my case it appears as alternating connection succeeded / connection failed for mac users.
Photo of Darrel Rhodes

Darrel Rhodes, Employee

  • 217 Posts
  • 121 Reply Likes
Hi Chris,

I've just had a look at a network with 60+ devices, a mix of Android (Google), Microsoft, Apple and non-standard devices and I noticed that static devices didn't have any connection failures but all the mobile ones (regardless of type) did.  This is usually caused by the device roaming out of signal range before the connection has had time to complete. Do you see difference in behaviour from an iMac to an iPhone?

By centralised services, I was suggesting DHCP, DNS, RADIUS, VPN, etc. anything that is common to all your locations besides the Wi-Fi controller platform.

Have you tried a limited test to try clients on 2.4GHz and/or 5GHz only? Just to help rule out issues with DFS or other RF anomolies.

Thanks,
Darrel.
Photo of Chris

Chris

  • 6 Posts
  • 1 Reply Like
Hi Darrel. I appreciate your help on this. I assumed for mobile devices that this was the case, but I see the same pattern on macbooks and appletvs.

Right. I've gone through all of those and nothing seems to be an issue. Well there was a dhcp issue which was fixed a few weeks ago, but the connectivity problem is still present.

Actually, I just disabled 2.4GHz on a few APs where we get the most complaints to see if that helps. Hopefully I see some improvement. What I'm noticing is that macs tend to bounce between 2.4 and 5GHz and they may be running into interference on 2.4 thus dropping their connection.
Photo of Darrel Rhodes

Darrel Rhodes, Employee

  • 217 Posts
  • 121 Reply Likes
Hi Chris,

What you've done sounds like a good plan! :-)

Glad to be of (a little) help. I'm not a support guy, but have a fair bit of experience and I use a lot of Apple devices.

Keep us posted on how you get on.

Best,
Darrel.
Photo of Daniel Kerr

Daniel Kerr

  • 1 Post
  • 0 Reply Likes
Did this coincide with your account being migrated to the new converged Ruckus Cloud release? We've noticed some issues with iOS devices not reconnecting after sleep which seem to match that timing.
Photo of Chris

Chris

  • 6 Posts
  • 1 Reply Like
Well, in my case I believe it is mainly an interference issue. When macs try to "optimize" their signal, it seems they bounce around between 2.4g and 5g, and then encounter interference. We ended up just plugging important devices into ports and reducing the tx power on 3 APs in the area where these macs are typically used.

@Daniel This was prior to that. But that is not good news because we are now on the new cloud release.