Apple OSX devices getting no internet while connected to Ruckus APs

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We have an environment with 36 R510 APs spread among 12 floors with 2 ZD1200's on the back end. We notice on a daily basis that random set of Wifi users cannot browse the internet or get disconnected in the middle of a video call even though they have full bars for Wifi.  This is an issue because the building is 100% wireless. We have turned off DFS channels, and tweaked power levels accordingly to minimize overlap. It seems that only Apple users are effected. Are there any known issues with Ruckus and Apple devices?
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AO

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Posted 2 years ago

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Edward Newman

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We see this issue too. Would love to understand a good set of techniques to diagnose such issues.
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Aleksandar Radivojsa

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Hi, I had similar issue in the past and found out that problem was caused by situation that there was many DHCP servers in the network. In that situation, Android devices worked normally, but iOS devices couldn't connect. You mentioned that you have two ZDs, so it reminded me to that case.
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Michel Rougemont

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I have the same issue, with only 1 ZD1200 managing my WiFi network...
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AO

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Bump to this issue. We identified that this affects Mac clients and not Windows clients.

Turning off roaming between APs and removing "dashes" in SSID temporarily solves the issues.

Do Macs handle roaming poorly with Ruckus? Can symbols in SSIDs affect Macs?
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Antonio Sanchez

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Hello, I had the same problem, Windows users ran smoothly and Apple devices connected and disconnected randomly.
   I solved this by changing the encryption options, choosing only AES instead of TKIP+AES in the Wlans configuration. He hasn't given me any more trouble since then.

greetings.

Antonio
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Simon Bryan

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Just posted a similar problem, we already use just AES. Our quick fix is to reboot the affected AP as it seems to suddenly impact on just one. Wondered whether it was some kind of attack from the user devices which are BYOD but the logs seem remarkably empty of any useful info, all I see is the reboot we trigger.
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AO

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Bump on this, seems like there are issues with Macs in particular. Has nothing to do with symbols in WiFi but roaming features intended to move devices to best coverage seems to “stall” Mac devices instead. What we observed are Macs that are connected at full strength (5 bars), will time out (stay connected), and either re-associate after a few minutes or user has to disconnect and reconnect manually to get internet again. Only Macs though, any idea why?
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itdept_head me

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We had MASSIVE problems with this , specifically macs & the WIFI chips and R500 /510 

we updated all macs to the latest os & then the  rucus to the latest firmwares.
turned off 2.4 and now we can roam over 3 floors.

We found that sometimes the macs  WILL NOT let go of a distant  AP, they fight to maintain the shitty signal even if a new ap is closer, so you might be stuck tied to a 50% sig and there is a 97% sitting over u.
cleaning out all the stupid "remembered" connections in the mac control panel goes a long way to helping.

it seems more of an issue with badly placed wifi points.
Then you get the nonsense with "dual points" where the mac  swaps between 2.4 & 5 depending on how it feels, seems swapping frequency AND AP does not cleanly maintain the connection.

then there is the issue of "sleep", if you are in a meeting room and tied to a WIFI & sleep, tehn come out of the room and relocate AP's... the mac just swallows packets,   turning the wifi on/off fixes it.

oh and YES .. symbols in the names WILL affect the mac, mac follows the RFC exactly.
strange chars, may not pass the unicode values correctly  "_-#[email protected]" etc
you will see the same with naming macs & DNS/ DHCP names.
(Edited)
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AO

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Wow this relates to our circumstances to a tee.
I am just dumbfounded how others , perhaps in bigger environments (schools, stadiums, etc.) that’s use Ruckus devices and support Mac users tolerate such poor interoperability.
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RS

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ditto on our corporate environment. This problem started from zone directors and now we still have it in Smartzone 100. Impossible to replicate but obviously everyone having the issue. All Ruckus has been recommending is controller upgrades and minor tweaks like ofdm only turn on and bss min tage adjustments which also changes with the change in Rep everytime. Now sure what else to do at this point. Even when the issue was happening we got on the call, but if there is no traffic passing, there is gonna be nothing on the capture obviously. But again, turn wifi on/off problem is fixed.
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itdept_head me

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Yep...
I spent 4 months on this back it 2016, initially i was sorry I purchased ruckus, but then it sort of came together.

I got really angry with apple, becasue if you go to "sys-info" ->wifi
and make a note of the : (they stripped a lot of the info out....), 

Card Type: AirPort Extreme  (0x14E4, 0x134)
Firmware Version: Broadcom BCM43xx 1.0 (7.21.95.178.1a2)

you will find macs from EXACTLY the same family with specific revisions of the BC chipset
BUT with different FW versions!!!!!, ESP. if they are from different years of production.

when you update a mac it DOES NOT update everything at a system level, apple DOES NOT keep the internal FW's updated and in sync. (no FW is NOT available)

So you might have two 'identical'   "MacBook Pro (Retina, 15-inch, Late 2013)"
but the damned  BC FW is NOT the same!!!, how the hell can any system be reliable & stable , using such poor attitudes.

We....   me .. apple.. ruckus, identified a specific issue with sleep, where RCs was "closed out" due to time out, but since the mac was woken from sleep, it still considered the "link" to be alive..
we clearly saw packets going out from apple kit and disappearing into the "ether"
Much of this should have been fixed in later  os updates of both sides.


Now my kit in factory location is fine over 3 floors of production area  (110M long)& passes off nicely as long as it cannot see distant WIFI points it tied to previously & moved whilst sleeping.
but now users just toggle the wifi if it gets "stuck" (we have seen AP hand off stuck with other brands of kit as well)

as long as my mac does not sleep... i can freely wander about our sites and no handover issues.
and  currently i have about 160 devices on WIFI... in this 1 location.
I think it is tolerated  because:
1. the mix of devices is less legacy
2. Due to pixel masterbation... kit does not sleep so much.
(Edited)
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Craig Caruso

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So the outcome is to turn off 2.4 Ghz on the AP's and/or Zone Director?
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izagatsky

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Turning off 2.4 GHz helps but doesn't fully solve the issue. We turned off 2.4 GHz last summer and have had less complaints about slowness (from connections to distant APs), but still sometimes have to have mac laptops turn airport off and back on to re-connect. iPads and iPhones support 802.11r and don't seem to have the same issues.
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Help Desk

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We're seeing this same issue again with the latest 10.1.1.0 build 26. I have an open case with Ruckus but again since it is so intermittent and our campus is so large (131 AP's and growing), I'm having trouble nailing anything down. High Sierra "seems" to be stable but with over 1500 devices, getting everything up to date is a nightmare.
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Jonas Back

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Hi, did you get any further on your case?

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Help Desk

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Issue is persisting across 10.0.x and 10.1.x builds. Ruckus is working with Apple on the issue I opened a case about. Ours is more specifically tied to 802.1x wlans. WPA wlans are not seeing the issue.
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murimig

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Hi, did you get a resolution to this issue? We are facing the same issue with 802.1x wlans
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David Henderson

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We have 410 R710s on campus using two virtual smartzone controllers. We have a large number of district owned devices as well as personal devices on our wireless network. We made the decision when we installed the network that district owned devices would be on 5GHz and personal devices on 2.4GHz. In other words, all of our district owned Windows laptops, Mac laptops, and Chromebooks would connect at 5GHz, they cannot jump to 2.4. For our Mac and Windows laptops we use 802.1x and onboard them using Cloudpath. Chromebooks are a hassle on 802.1x so they are on a separate SSID using WPA2-PSK.

All of our MacBook Pros are running High Sierra and working quite well, even with roaming. We are using the latest firmware with our vSZ controllers. Now, I say working quite well since end users are not complaining. We have a lot of MacBook Pros so I am assuming if they were not working well we would have heard end user complaints.
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David Henderson

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I should have mentioned that at 5Ghz we are on a fixed channel/fixed power plan. This was all done using a physical site survey. At 2.4 we let the APs change channels and power levels if needed
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walid walid

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I have an open case with Ruckus yet again since it is so irregular and our grounds is so extensive (131 AP's and developing), I'm experiencing difficulty nailing anything down
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wahidovic

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I have an open case with Ruckus yet again since it is so irregular and our grounds is so extensive (131 AP's and developing), I'm experiencing difficulty nailing anything down
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Help Desk

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So I decided to do some more research and see if a similar issue has been reported to other wireless vendors. I came across this, which is quite old but the issue is very similar.  I have made the suggested changes of scenario 1 on all three of our controllers and will see what happens when the users return from the holiday. 

https://community.cisco.com/t5/wireless-mobility-documents/apple-macbook-pro-dropping-wireless-connection/ta-p/3116976
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Tram Tran

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Any update to this change? Would love to know the outcome.
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Help Desk

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No this does not seem to have helped. I have also deployed a vSZ and migrated the AP's of affected users and that difference has not helped either. Ruckus claims that Apple has yet to determine the root cause from the Apple Diagnostic files we have sent them.
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Celab Support

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In our case we got this suggestion from technical support

"Could you please enable the Proxy Arp and Increase the Inactivity Timeout to Max 1000 on the WLAN and see if this helps fix the issue"

This change fixed the issues for our iOS clients.




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Thiago Alves

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Same here, 400 macs fleet and 2k more windows fleet. Just Macs on Catalina are affected. Tried everything.
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Michael Brado, Official Rep

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Hi Thaigo,
    Please open a case so we can look at logs.  Catalina wasn't available in 2017 when this thread was started.
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murimig

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Hello Brado,

Are there solutions for the same issue for devices on High Sierra and Mojave?
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Help Desk

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So here's my latest findings on this issue.

I recently migrated from a single node vSZ to a two node cluster running 5.1.1.0.598. While working with support to get the licenses migrated we chatted about this issue. Two things came out of the conversation which I am in the process of implementing.

First, We switched from Proxy (controller) based RADIUS to AP based RADIUS. I had opted against this in our original deployment years ago because I did not want to create ~200 RADIUS Clients on each RADIUS server. Turns out, if all your APs are on the same subnet, you can specify that subnet CIDR as the IP and cover all APs in a single entry. Then you configure your WLANs to use an AP RADIUS auth method.

Secondly, 5.1.1.0.598 apparently has a known issue in which the RADIUS service restarts unexpectedly. This is supposedly resolved in 5.1.2. I am planning a maintenance window to perform this update after I let the AP auth changes settle.
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murimig

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Any documentation on how to setup Wlans to use AP Radius auth? 
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Help Desk

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Navigate to Services + Profiles\Authentication. The first tab is Non Proxy.
Create your RADIUS config
Add the IP subnet to your RADIUS servers with the same Shared Secret
On the WLAN, disable the Authentication service Use controller as Proxy toggle to switch and select the AP Non proxy server you created.
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murimig

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Doesn't seem like this option exists on the Zone Director
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Help Desk

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That is correct. My apologies. When I first found this thread, I was using a ZD3000 and seeing this issue. We then switched to a vSZ environment and continued to see the symptoms which is why i have continued to post my findings.
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murimig

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About an year ago you indicated that Apple was working with Ruckus following the ticket you raised. Did anything come out of it? I currently have an open ticket with Ruckus but we don't seem to be making any progress, just packet capture after packet capture. I am considering going back to WPA2.
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EightOhTwoEleven

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I might just implement this change at one of our sites.
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Help Desk

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I don't recall when i finally got response from ruckus but it was less than helpful. Basically Apple did acknowledge an issue with a specific combination of Macbook/OS level and was only issuing for a patch for a subset of these and claimed it was resolved further in Mojave. I think this has actually been resolved yet. We'll see what happens with 5.1.2
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EightOhTwoEleven

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We're running 5.1.2 and are seeing the connected clients but no internet problem.
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Help Desk

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So are you saying the issue is actually resolved in 5.1.2? I think we have trained our users the quick fix of turning WiFi off and on again, that I don’t really know how prevalent the problem is still.
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EightOhTwoEleven

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No, I'm saying is that we are on 5.1.2 and are still seeing this occur.
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Andrew Giancola

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So, connected clients who have no internet! Do you have Pcaps??
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EightOhTwoEleven

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Help Desk, what was the reasoning going from controller proxy to AP auth for RADIUS. Did support mention a performance increase?
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Help Desk

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The reasons for the switch was to allow for less disruption during controller upgrades that will take several hours. The second reason was that the support rep said this could address the radius restart issue currently identified in 5.1.1 and supposedly resolved in 5.1.2