APs disconnect and reboot randomly from vSZ

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Hi
I have recently migrated x 14 ZF7372 APs onto vZS, they are all online and working, but each of the APs randomly disconnect and reboot at least once per day,  the firmware of the vSZ is 5.1.0.0.496   the current firmware on the ZF7372 APs deployed by the vSZ is 3.6.2.0.695

can anyone shed any light as to why they are doing this?  

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Angelo De Luca

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Posted 1 year ago

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David Saez, Employee

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Hi Angelo,
can you provide a Support Info file of one of the APs after the reboot? It could be either the APs losing contact with vSZ/Default Gateway and after some time, typically 30 mins, they reboot, or an error that would be to be analyzed inside a Support ticket.
Thanks.
David.
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Diego Garcia del Rio

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Do you see any reboot reason In the sz logs ? I have several aps rebooting with "unknown reason" which is being handled by a support case. But the smartzone logs should give you a rough idea
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Angelo De Luca

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@David     How do I get the Support info file fom the AP ?   I am new to vSZ 

@Diego under the Alarm tab after clicking on any of the effected APs the code is 303 disconnected and then 302 rebooted, severity is "Major" and under activity it says "AP was re-booted by the system, because of system revovery by watchdog

the Events and Alarms column  for the whole vSZ just replicates the wording what I have said above

the strange thing is, I also have x 3 R510 APs  and they are not doing it,  might be a coincidence
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David Saez, Employee

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Hi Angelo,
you need to open a Support case so that we can investigate these reboots.  Watchdog is the mechanism to prevent CPU hang up, so AP reboots to avoid that.

Thanks.
David. 
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Albert Pierson, Employee

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Hi Diego,

If the AP is connected to the controller to download the support info go to Access Points- highlight the AP and then click on more > download support log

If the AP is not connected to the controller you can get the support info file by starting a log file from your SSH/CLI tool (putty) - then run two commands:

support (this creates the support log)
support show (this scrolls the file to the log)


Reboot reason unknown indicates the AP was restarted by power cycle (no data could be collected cause it just lost power)

There is a reboot reason and reboot history log in the AP that will show why it rebooted last and the reason it has rebooted recently.  Reboot reason unknown or power cycle will not leave a log (with data stamps) in the reboot history.

Watchdog reboots and application reboots can occur for several reasons, as David said watchdogs reboots occur when the AP detects a process is hung up.

Get the support info file and contact Ruckus support for a detailed analysis.

Thanks

Albert

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Diego Garcia del Rio

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Hi Albert,

Thanks for the info. We have a case opened since the begining of the year and we were provided a private build that in theory addressed the issue. We were not seeing physical power cycles on the system and have multiple APs on the same switches.


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Angelo De Luca

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Hi

Thanks  David, and Albert for your detailed suggestions, and pointers, very helpful, I have now downloaded the logs for some of the effected APs and will pass to Ruckus Support for analysis.