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New Member

Issues with WAP4410N going offline

Well... I wish I could say the V2's have solved the issue fully.  But they haven't.

I've had multiple times where different V2's have gone offline until I unplug and re-plug in the network cord again.  The frequency seems to be less than before, but it is definitely NOT resolved.

Of the 5 wifi points installed currently, I've had to reset 3 of them in the past two weeks at various times.

I am installing 2 more V2's at another site later this week.

I am likely going to force 100M again to see if that stabilizes things.

How hard is it to make a reliable product?  Really???

26 REPLIES
New Member

Re: WAP4410N stops responding

I'm glad I've found this thread! Like all of you I'm having the same problems that everyone else is having with the WAP4410N droping out every other day with the only way to fix it is with a power cycle.

I have two V1's with firmware              2.0.1.0 installed. Both are connected to different managed Netgear GS724TP's. One is running on POE the other is not.

After I've reboot them, the log file has a bunch of "hostapd: ptk update fail" Don't know if that's related.

I've just set the APs to force 100M. We'll see how that works over the weekend.

Monday I'll contact RMA and see if I can get V2's I'll keep you posted as to what I find.

Really disapointed in Cisco. I expected them to make Linksys products better, not worse. I hope the support proccess isn't to painful.

New Member

Re: WAP4410N stops responding

Honestly, we have 4 v2's with the latest fw all set to force 100m and still need rebooted every couple days to pass traffic. At least with v1's set to 100m it worked... I think my next step (sadly) is to buy some digital timers that auto cut power daily so they reboot every day prior to business hours.

-- Sent from my Palm Pre

New Member

Re: WAP4410N stops responding

That seems like the only solution. Since cisco isn't doing anything about it. I wonder

if flashing DD-wrt onto it would fix the problem. Unless it's really an overheating problem.

Wish they would keep us informed!

New Member

Re: WAP4410N stops responding

Honestly, it doesn't seem like heat is the issue. The unit is still responsive on the web interface (I can get to it from a wired connection) but they don't pass wireless traffic anymore (nor will it pass DHCP to clients trying to connect)... and a reboot initiated from the web interface wakes up the wifi side of things... If heat was the issue, it likely wouldn't restore functionality with a reboot at the same temperature.

Very frustrating to spend this kind of $ on 8 units to see the same poor performance from all of them.

New Member

Re: WAP4410N stops responding

on my site it definitively is no heat problem. i've been using the product for the last 12 months min. without any issue. this week i got my srw2024 switch replaced by a sge2000 and immediately i was facing this problem which i only was able to solve by activating the "force 100mbit" mode.

to any cisco employee: can we expect a fix for this issue with a new firmware? i realy need to be able to have reliable product which works on a 1gb lan connection.

New Member

Re: WAP4410N stops responding

Thanks for your e-mail. I am on vacation and will respond on my return. If you need help in my absence, please call the office at 215-968-7577. Peter.

Cisco Employee

Re: WAP4410N stops responding

In order to address WAP4410N issues, we need to provide our Support Team with specific informationon configuration and setup. If you have not already contacted the Small Business Support Center, please do so right away. http://www.cisco.com/go/sbsc. The information you provide might help others with similar issues.

If you already contacted the Small Business Support Center, please reply with your case number so we may follow up.

Thank you,

Stephanie Reaves

Cisco Small Business Technology Group

New Member

Re: WAP4410N stops responding

I've got this AP setup in my small office branch, with a few mobile phones (Iphone's, HTC, Sony Erricson) and a heap of laptops accessing it in conjuction with a wired network (laptops only), after a few hours the mobile phones can no longer connect to it and the HTC phone shows constant "obtaining Address" message, the Laptops never have an issue, after doing a fair bit of research and testing I've found that its an issue with the Key Renewal feature, under Wireless security, Mines currently set to WPA2-Personal Mixed with Wirless isolation Disabled and a 40 character Pre-Sharde Key, the issue is with the Key Renewal feature, it can only be set to a max of 36000 Seconds, and it seems that when the AP renews the keys the mobile phones can't maintain the connection, all I had to do was change that time and select save and the phones could then connect again, but after that time runs out it happens again, so no power cycle is required but that setting has to be 'reset'.

I've got the latest firmware version on it, is there a fix for this? is this the definitive fault or is there something else?

New Member

Re: Issues with WAP4410N going offline

I have the same issue.  We have a mix of Blackberry, iPhone, and HTC phones and all will drop their connections and not renegotiate.  The laptops we have connecting (24) all work fine.

Any way to set the key refresh interval to not autorenew?  Can firmware even fix the issue?  I have the latest 2.0.3.3.  I hate to have to send it back but I think that is my only option at this point.

New Member

Re: Issues with WAP4410N going offline

I still haven't gotten any feedback from Cisco about this fault, however I keep the connection going for the Mobile Phones by logging into the router on a 1 to 2 day basis and change the "Key Renewal:" between the values of 35999 seconds and 35998 seconds, 36000 seconds in the maximum allowed, you can find this under >Wireless > Security "Key Renwal:"

I have my secuity setup as:

Security Mode: WPA2-Personal Mixed

Wireless Isolation:(with SSID) Disabled

this is a clunky way around the fault but its a short term solution......

New Member

Re: Issues with WAP4410N going offline

I have fought this for over a year.  I called CISCO about it a year ago and was told "We don't guarantee it will connect with Blackberry."  Since then I have installed 3 firmware updates, hoping each time that the problem was fixed.  NO.  So will be selling it on eBay. Too bad, as it has some nice features. But the truth is that this small business line is just the Linksys stuff.

Silver

Re: Issues with WAP4410N going offline

Hi,

As Stephanie Reaves responded in this thread, "... If you have not already contacted the Small  Business Support Center, please do so right away. http://www.cisco.com/go/sbsc"

Seriously, a documented case number helps us follow up with your issues since everyones situation is a bit different, especially when it comes to wireless connections.

Thank you,

Cindy Toy

Cisco Small Business

Community Manager

Regards, Cindy If my response answered your question, please mark the response as answered. Thank you!
New Member

Re: Issues with WAP4410N going offline

Quite frankly, opening a ticket with TAC is a royal pain. Can't you guys accept tickets from us on-line? Every time I have to open up a ticket at work, I have to go through the normal, are you sure it's plugged in?, are you running the latest firmware?, have you tried a reboot stuff that just gets old.

I've had the 4410N for about 2 months now, updated to the latest firmware, forced the 100M LAN connect and it still locks up. Now, if I don't use it, it's fine which is better than before the 100M change. Just a few minutes ago I was copying a 12 GB image file over the wireless, it got about 3 GB downloaded and poof, gone. No ping, no admin no nothing. Cycle power and everything is fine, for the next 3 to 5 GB.

So you've got this nice support community where everyone is posting information on what works and what doesn't but instead of listening to the feedback, the only thing Cisco can come up with is "open a ticket"? The other comment I saw in the threads was "We're not seeing any issue with this unit on the basis of tickets".

Sounds like you've got yourselves convinced there are no problems. Very disappointing, Cisco.

Here's a quick, free lesson in Management 101. Rule #1: Listen to your customers, regardless of how they choose to communicate with you. Rule #2: Statistics don't tell the whole story.

New Member

Re: Issues with WAP4410N going offline

I was able to call in to Cisco Small Business Support today and discovered a most distressing issue.  When I described the issue to the engineer and referenced this thread the engineer stated that they do not have any smart phones to test with in the lab.  Needless to say I was shocked.  How can a company provide a service and then have no way to test or troubleshoot it when issues arise?  As the engineer put it, you can create a ticket but it won't go anywhere since there are no smart phones in the lab to test with. 

Can someone from Cisco step in to move this along?  This is a real problem on this unit and it needs to be dealt with.   

Re: Issues with WAP4410N going offline

Hi, My name is Eric Moyers. I am a Network Support Engineer in the Cisco Small Business Support Center.

Thank you for your post with the concern of support for Smartphones. We can support some smartphones here at the SBSC. Dealing with third party phones, is a little out of our scope, because we can not completely support the complexity of other products. However, we can ensure that our product is operating as it should.

Please call in to our center at 1-866-606-1866 and create a ticket with any answering agent. You can then have that agent refer to me and I can help with the process of addressing your issue.

Eric Moyers
Cisco SBSC Network Engineer
1-866-606-1866

New Member

Re: Issues with WAP4410N going offline

I've got a good solution for you, bring out a firmware update that will allow you to disable the Key Renewal feature under Wireless - Security, its this feature that is causing the smart phones to loose connection, I've proven this by setting this timeout to lowest number which is 3600 I think and timing it, then reseting it and timing it again.

Long story short allow us to disable Key Renewal!

thanks

New Member

Re: Issues with WAP4410N going offline

It is key renewal that drops the connection. But, is not key renewal

part of the WAP2 from all vendors? If so, then why does it not work

with this Cisco AP. Other AP from Cisco primary line do work BTW. It

is just this former Linksys model that does not - at least that is my

understanding.

New Member

Re: Issues with WAP4410N going offline

Are there other versions of the firmware that are only available via the Cisco Small Business Support Center and not the general download site?

Are there other versions of the documentation that explain how to configure the device better than the help pages in the admin screens or the PDF manual?

Assuming one or both of those exist, is there a reason that can be shared why a call to support is required to get them instead of them being publicly available?  Or just if they exist and that a call to support can get them?


If neither of them exist, what's the goal of calling support other than to waste the time of the support people, the person calling, and for the person calling to provide free QA testing to Cisco?

All of the issues on this thread (and several others) are of people who have working functional set ups, that run for between an hour, a day, or a few days and then completely stop working with no information in any of the device logs to point to a clue.  Since they run perfectly fine for some amount of time, it would seem they they are all configured correctly and this isn't a question of an advanced setup with edge case special configuration that isn't working.

I would love to hear that there is better firmware available from support.  I just don't think it's likely and it's not worth wasting everyone's time to call.

New Member

Re: Issues with WAP4410N going offline

Eric,

This is a well known and long time problem. Smart phones work will all

other access points as far as I know including the other models from

Cisco. I have updated the firmware with every change and that does not

fix this. I presume that it is a hardware problem that keeps it from

being 100% compatible with the IEEE standard 802.11. Apparently that can

not be fixed or Cisco just does not care.

If you have other information please let us know.

New Member

Re: Issues with WAP4410N going offline

Joel,

I had this problem and it is totally fixed with Firmware 2.0.4.2.  HOWEVER, that firmware only works on Hardware V2.  Cisco, replaced my unit which had original Hardware (Linksys) with the V2 model. 

Another little trick I learned was that I had to set the set the Wireless Channel to "Auto."  Otherwise it would just stop transmitting sometimes.  With Auto it finds the channel that has the least interference.  I also run it on N Only now but used to have it BGN Mixed and it worked there too. 

I have this in a place where about 65 other WiFis are picked up so interference is intense.

New Member

Re: Issues with WAP4410N going offline

New firmware is out since the last post.  Does it fix the problems?  Mine locks up with v2.0.3.3.  I'm loading 2.0.4.2 now but the release notes don't mention any fix for lockups.

New Member

Issues with WAP4410N going offline

Joel,

Unfortunately, we ended up sending ours back as we received no help from Cisco on the issue. We are using another Vendor's product and do not have any issues with our smartphones.

New Member

Re: Issues with WAP4410N going offline

I had to do the same.  I would like to get this one working since we spent almost $200 on it.

Bronze

Re: Issues with WAP4410N going offline

Joel,

From what I am being told you are correct. They are still trying to resolve the lockups, or knock off symptoms some clients are getting. They believe they have found the problem but need more sampling to make sure they have pin pointed the root cause of the problem. Anyone with client drops that can do a man-in the middle capture of the wireless communication would help speed up the resolution time.

To do this you can use NetMon in Windows 7 machines.

https://supportforums.cisco.com/docs/DOC-16398

Please if you have a current case open with this issue please contact your support engineer and supply this information into the case. If you don't have a case please call 1-866-606-1866 and open a case.

Other information that will be requested for this problem is:

Network topology

Physical topology

Wireless scan of wireless interference

config file

and potentially pictures of the location of the device and surrounding equipment.

Cisco Small Business Support Center

Randy Manthey

CCNA, CCNA - Security

New Member

Re: Issues with WAP4410N going offline

I'll try to get some more info when I have time.  We had to buy a different access point since we couldn't afford to be down several times a week.

Silver

Issues with WAP4410N going offline

Hello everyone,

Thank you for participating in this thread.

This thread was becoming difficult to differentiate each question from each user.  Therefore I have branched out all the threads into individual discussions so that we can address each persons individual issues and have locked this thread.

Several teams, including Support and Product Engineering, are working to resolve issues associated with the WAP4410N. In order to provide the best possible information, we need details of your issue.

Please contact the Small Business Support Center at 1 866 606 1866. You'll find a list of international support numbers here: www.cisco.com/go/sbsc. The information you provide to our Support Engineers could help resolve similar issues so thank you in advance.

If you have already contacted the Small Business Support Center, please provide us with your case number in your question.

Regards,
Cindy Toy
Cisco Small Business Community Manager
for Cisco Small Business Products
www.cisco.com/go/smallbizsupport
twitter: CiscoSBsupport

Regards, Cindy If my response answered your question, please mark the response as answered. Thank you!
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