R500 slow troughput, high latency, high packet loss

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  • (Edited)

Hi! 
Today I upgraded our Ruckus R500 Wireless access points from web interface button to the latest (200.5.10.0.235software. After that the internal network speed is very slow. We practically cannot download anything from our file server or have skype calls or anything.

While connected to internal wlan, I get these kind of ping statistics for our access points

Ping statistics for 192.168.xxx.xxx: 
Packets: Sent = 150, Received = 138, Lost = 12 (8% loss), 
Approximate round trip times in milli-seconds: 
Minimum = 2ms, Maximum = 1166ms, Average = 804ms

It does not seem to matter, to which access point I'm connected to. Signal strength is excellent (I'm less that 10ft away from the AP), the network speed is reported between 500-1000Mbps.

However, if I connect to our Guest WLAN, I get decent speeds and can ping outside network addresses with low latencies. Problem started after the upgrade. I have rebooted all the access points, but that didnt make a difference.

I'm new to Ruckus Wireless products, is there anything else I need to do after an upgrade? I have no idea where to start troubleshooting. I've opened a support ticket, but I hope that I could get some help here more quickly.
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Kari Hyvönen

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Posted 2 months ago

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Michael Brado, Official Rep

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As your support engineer will ask, what is your environment, where is your AP mounted
and what possible sources of interference are near to it?  If you reboot the AP, does it 
choose different 2.4g or 5g channels?  Do you get similar results on different clients in
the same location, or the same client in different locations, relative to the AP?  Firmware
version should not make any difference, but RF certainly does.  If you look at your AP
support info file, you can see your client mac address connection details, to help determine
if it's interference near the AP/AP channel, or possibly near your client 10 feet or 100 feet
away.  These are some troubleshooting ideas.
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Kari Hyvönen

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Hi and thank you for your reply.
We have an open office environment with some walls and 5 APs scattered around. Every client in internal network will get the same (slow) results. The distance to the nearest AP does not seem to have any effect.
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Kari Hyvönen

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Here's an exmaple from my laptop. 
When I'm connected to guest network, i'll get decent speeds (limited to 10Mbps) downloading a 200MB iso file from debian web site.

Pinging google at the same time:
Ping statistics for 216.58.209.99:
    Packets: Sent = 169, Received = 167, Lost = 2 (1% loss)
Approximate round trip times in milli-seconds:
    Minimum = 10ms, Maximum = 163ms, Average = 63ms


When I switch back to internal wlan (same AP, same position, same laptop) and try downloading again, I will get an estimate of 11 hours for downloading 200MB. At the same time pinging google looks like this
Ping statistics for 216.58.211.131:
    Packets: Sent = 40, Received = 37, Lost = 3 (7% loss),
Approximate round trip times in milli-seconds:
    Minimum = 513ms, Maximum = 1251ms, Average = 944ms
(Edited)
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Kari Hyvönen

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A support tech promised to call me yesterday 3pm EEST, but didnt receive call. Waited for three hours. After that I replied the email I got earlier to schedule a new appointment, but only got an out of office reply. 

I tried searching for your knowledge base how to downgrade the firmware, but could not find anything. Is it possible to downgrade?
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Kari Hyvönen

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"Master AP will set factory during upgrade process. Backup the system configuration is highly recommended ! Press OK to continue upgrade, or Cancel to exit." ... wtf Ruckus?

Anyways, downgraded the firmware, rebooted APs and now connected to the first one. "Configuring Unleashed Master. It may take a few minutes." . It has now been 10 minutes. On your adverts you claim, that you can set up a WLAN in 60 secods. How long should I wait?
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Kari Hyvönen

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Didn't have time to wait any longer, so I boldly refreshed my browser (even was told not to do so by the wizard) and to the login screen. 
I have now restored the internal and guest network setup and voilá. Internal network is up to pre-upgrade speeds again. 
I wish I had time to upgrade the firmware again to the latest, but I guess my users are already pissed enough for having non-working WLAN for two days.
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li zijie

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My r600 is the same as upgrading your problem, then you brush which Unleashed version back to normal?
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Kari Hyvönen

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Again the same problem when upgraded to the latest FW. 
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Kari Hyvönen

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It seems that every time I enable radius authentication the problem starts. Had do downgrade again. 
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Michael Brado, Official Rep

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I'm very curious, as the Unleashed version should not make any difference to client performance.
Initial authentication might be slightly slower, and you re-auth when you roam if using 802.1x but
does a client seeing a problem at one AP, see similar (poor) performance at another AP?

I always suspect RF interference and would want to see AP support info when client is connected
to determine what could be seen as "poor" performance.  What's the packet error rate, client RSSI,
transmit/receive packets, etc.
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Kari Hyvönen

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Based on my testing, the client can only ping the AP to which it's connected to. Pinging any other AP, or gateway, or any other machine in the network is very laggy ja lossy. The resulsts are similar now matter which AP I'm connected to. This is with latest firmware and radius authentication turned on. 

If I change authentication to open, everything starts working again. Or if I downgrade,  everything works with radius authentication.

I'm simply not buying your theory of RF interference.
(Edited)
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Michael Brado, Official Rep

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Yep, I'll agree that your problem needs more detailed troubleshooting, possibly sniffer traces to tell what is really going on.
Please ask your tech support engineer to help setup testing or escalate your ticket.  Thanks.
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Kari Hyvönen

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Hi!
We had a 2 hour session with support tech (although troubleshooting a totally wrong thing for the first 1.5 hours ... ) . Anyway, a more senior tech jumped in and traced problem to a network policy setting. Tech quickly created a new network policy for WLAN and compared the settings with the current one and quickly jumped in to a conclusion that reason was "Reduce Multilink if server reaches 50% for 2 minutes".  Case closed. 

But I'm persistent, didn't believe that explanation (single user, not much traffic AND it's still working with 200.4 and 200.3 firmware. And we are not even using multilink afaik). 

So I did a little digging after the support session ended. As I suspected it has nothing to do with multilink settings, but encryption!

I can now reproduce the problem every time I uncheck "no encryption" box on my wlan network policy setting properties. 

Couple of questions:

1) Why does the encrypting traffic works on older firmwares, but not on the 200.5?
2) What exactly is encrypted / left unencrypted if I check the "No Encryption" box?
(Edited)
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li zijie

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Hello, your version of the problem after the downgrade of which version after the normal? Or to brush back fat ap version?
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Kari Hyvönen

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200.5.10.0.235 seems to be problem. All the versions that I tested before it worked.
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Kari Hyvönen

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Also, the latest firmware 200.5.10.0.283 does not seem to be working.
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Kari Hyvönen

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Did a little more digging today, when I finally had some time. Turns out I have to have all the encryption options checked to make network traffic go as normal. Before upgrading to 200.5.10.0.235 I only had strongest encryption selected and network worked just fine. So it's not just "no encryption" option.
(Edited)
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li zijie

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I've changed ruckus to other products, and the testing experience is so bad that it may be different from the country. A casual environment facing China may be much more complex than the official ruckus test environment.