Mac airbooks disconnecting

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  • Updated 7 months ago
I am having massive problems with my R500 units and mac airbooks 10.10.5 / elcapitan
I have had support looknig at this for  several weeks and they are of the mind that it is the mac airbooks not the ruckus equipment.

the problem occurs after the computer goes to sleep, it seems to be keeping the WIFI open but not the networking infrastructure to relay the data.

Even more annoying is it only does it with the ruckus, my $20us cisco , asus & TP-link functions  without any problems., they seem to force the connection closed, ready for the mac to re-connect after it comes out of sleep.
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itdept_head me

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Posted 2 years ago

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Martin, Official Rep

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Hi,

Did you update the mac with the latest updates of El Capitan.
Cause the first versions of El Capitan had driver issues.


Regards
Martin
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itdept_head me

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Still won't work.

took a 10.10.5, not working, took it to latest elcapitan, still same result, besides it works perfectly with everything but Ruckus
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Martin, Official Rep

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Hi,

I suggest you to open a case with customer support to have a detailed look at it.

Kind regards
Martin 
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itdept_head me

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did,  due to various reasons it went on for 8 weeks, they came back that they consider it is the airbook computer NOT the  ruckus equipment.
which is why I'm here
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Sid Sok, Official Rep

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What is your support case number?
Can you use a second mac book to get some air capture of the various test?
Problem macbook with cisco (what model and code version)
Problem macbook with asus (what model and code version)
Problem macbook with ruckus (what model and code version)

If the problem is after the client wake up, you can set up the APs, to a specific channel, connect the client, close the lid for 30 seconds, open the lid and see if it can pass traffic? 

If you have already done this test, are the packet capture in the case?

Sid
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itdept_head me

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case ID : 00332321
is wire shark suitable for the captures?

macbook air, it seems to be most of them.
The one interesting case it a mac book pro, with exactly the same wireless chip & firmware revision works without issue as a non working macbook air, all other devices have same chip but different firmware revisions.
Second point of note, after wakeup the ASUS/CISCO have kicked the mac, but it reforms the wireless without prompting.(as long as it does not have access to ruckus)
for the ruckus, the mac comes up with the wireless already formed, but no traffic will pass.
3rd point , if the airbook has the pw for both the ruckus and other wifi, whilst it is sleeping, it seems to get kicked from the asus/cisco, then forms a connection with the ruckus and wakes up with a bad connection.

Same macbook air used for all tests, otherwise it is pointless.
packet captures are in the case notes, engineer had remote access to  AP's

I pointed out that this case is holding up purchase of about 50k of wifi equipment for a new location,
if i cannot solve it, i must use cisco.
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Louis-Philippe Normandin

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I had a similar problem with my clients and my Unleashed AP, not specific to MacBooks, and the problem was the "Force DHCP" option was enabled and was causing issues. My clients could be connected to the WiFi but no traffic could go to the network. I disabled the option and now everything works great.
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itdept_head me

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yes.... that is not the issue in this case.
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itdept_head me

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so no follow up on this ?
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itdept_head me

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generally the macs going to sleep, or the user closes the lid.
Seems on newer OS X , the wifi is better at re-forming connection after sleep.

Also be aware that even the  "airBook"  might be exactly the same model & WIFI chipset purchased at SAME time , the damned apple WIFI firmware is NOT always the same.

No...... I have not seen any wifi update packages to standardise them.
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ThX

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I have a case open and am told ruckus "engineering" acknowledges a problem and is working on same.   I do not understand why every ruckus customer with IoT is not having the exact same ios problems.  One would believe this should be a priority for "engineering."  Has brocade reduced the ruckus engineering budget.  Does anyone know if Aruba has the same type of apple ios wifi problems?
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Andrew Bailey

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I've got a case open at the moment for iOS devices (iPad and iPhone specifically, no MACs involved) for devices disconnecting (ZD1200 in my case with 4 x R510 APs).

That seems to have been traced to 802.11R (Fast Roaming) and having disabled this feature (configurable per WLAN) it seems to have settled everything down.

Certainly not ideal- but is it something you have or could try perhaps?

I'm still waiting for case resolution so not sure what the fix will be- possibly another firmware update?

Kind Regards,


Andy.
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ThX

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Thanks Andrew.
For us, enabling 802.11R (Fast Roaming) helped reduce iOS sleeping connection problems.  Ruck support (case 507511) suggested setting the wlan IDLE timeout to 500 minutes. Confused why disabling 802.11R works for you and enabling same helped us.
(Edited)
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ThX

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Ruckus support now believes the OSX "sleep" problem is solved on the apple client side using OSX 10.12.1.   I am testing the theory............

UPDATE:  10.12.1 does not solve all ruckus wireless "sleep" problems.  I have updated my open case with diagnostic reports.

=======================================================>
---------STEPS to capture Mac OSX wifi data per case worker-------------

"One of my Escalation Engineer had a word with the engineering team today. Based on the data given to Apple they have come back to us and informed us that the issues should be fixed in 10.12.1. So, please upgrade the MacBook to 10.12.1 and repeat the test. If you still see the issue, then please follow the below procedure to collect the logs:

- enable the seconds display on the clock.

- open a Terminal window and copy/paste: "/usr/libexec/airportd msglevel +scan +assoc +error” and press Return.

- In that same Terminal window, type: "sudo ipconfig setverbose 1” and press Return.

- Now, while holding down the Option and Shift keys, click on the WiFi icon in the top right corner and select “Debug->Enable Wi-Fi logging”. (If you see “Disable Wi-Fi logging”, the Wi-Fi logging is already enabled.)

 

The next time you see a connectivity problem, and *before* taking any recovery steps please:

- take a screen shot (Command-Shift-3) that demonstrates the problem and shows the clock time. It will be saved to the Desktop.

- generate a wireless diagnostic by holding down the Option key, clicking the WiFi icon and select "Create Diagnostics Report”. You will be prompted with the folder containing the report once it is finished.***

 

Please provide:

1) the screen shot

2) the wireless diagnostics.

3) the name of the network they expect to connect to."

<===============================================================

***[ThX CORRECTION:  no prompt, file automatically added to /var/tmp  after 3-7 minutes]

===============================================================
UPDATED 20161215-R2 added from TAC:

"I have provided the captures. Already there are so many ERs opened for this issue and Engineering team is working on it, still not sure problem is with Apple clients or thats Ruckus issue..."


==============================================================

UPDATED 20161219 talked to TAC, they are still working on known related problems.  No solutions suggested.

================================================================
(Edited)
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Andrew Bailey

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Hello again,

My issue is still rumbling on too. Disabling 802.11R does seem to have improved things with the iDevices but not resolved the problem completely. I'm still seen devices falling off the network and not reconnecting.

I have increased the "Inactivity Timeout" as was suggested so I'll see if that makes a difference.

Kind Regards,


Andy.
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Andrew Bailey

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Hello,

I've now had my case resolved.

I wanted to share the conclusion in case it's useful to anyone else.

In the end nothing to do with Ruckus- my issue was down to Apple's keychain.

It seems (possibly from iOS release 10?) that keychain shares WLAN passcodes via iCloud.

So, the issues I was seeing were among devices that shared iCloud accounts. Specifically I had 2 pairs of devices (in each case an iPhone and iPad) which were having connection issues.

Assuming unique Ruckus Pre-shared Keys (PSK), manually updating the WLAN PSK passcode on (for example) the iPad, resulted in that passcode being shared with the iPhone (via iCloud and keychain) which would promptly result in the iPhone failing authentication and disconnecting from the WLAN. The same was true the other way around,iPhone to iPad with the same mechanism.

So, I guess to generalize (and this may be obvious to most people, but certainly missed by me) iOS or MAC devices which share an iCloud account cannot use manually shared PSKs. Keychain will result in the latest PSK being exchanged among all devices which share the iCloud account.

The issue may not exist if Ruckus Profiles are used on Apple devices- but I wasn't able to test or verify that.

In the end I used a dedicated WLAN just for Apple devices.

Turning off Keychain would also work- although perhaps not desirable for most Apple users.

I hope this is useful.

Kind Regards,



Andy.
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Steven

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See my post here:  https://forums.ruckuswireless.com/ruckuswireless/topics/client-disconnetion-ip-0-0-0-0

Most of our WiFi issues were iPhone related.  Would not be surprised if it bled over to other Apple products.