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New Member

WAP561 keeps becoming unresponsive.

Greetings,

We have a Cisco WAP561 for our organization that keeps randomly going down. I can't find any commonality in each of the cases. The following are the symptoms:

1. All connections are dropped, both networks from the WAP become undiscoverable.

2. When I go to the switch, it shows that the WAP is no longer connected. All other functions on that switch continue to operate normally.

3. I can not access the dashboard in my browser with a computer connected to the switch in another room.

3. Lights are lit to indicate normal operation, even though the WAP in its entirety is down.

4. The room is theatre-like, so the room is not the issue.

There were 29 connections last time it went down, which is typical at this time.

The solution (at the moment) is to unplug and plug it back in. But this is unacceptable, as key elements (soundboard and video streaming) of our setup are controlled wirelessly via iPads.

Any assistance you can offer would be greatly appreciated!



-Kirkland





Sent from Cisco Technical Support iPhone App

36 REPLIES

WAP561 keeps becoming unresponsive.

Hello Sir, I am sorry that your having an issue with your WAP. Could I get you to describe the topology between the router that you have and the WAP?

If it is connected to a switch, are the lights for that port on? How often does this happen? If you look at the GUI when you can access it, is it on a static channel?

Just trying to run down some info that could help with trying to resolve this without having to get you to call in.

Thanks

Eric Moyers    .:|:.:|:.

Cisco Small Business US STAC Advanced Support Engineer

Wireless Subject Matter Expert

CCNA, CCNA-Wireless

866-606-1866

Mon - Fri 09:30 - 18:30 (UTC - 05:00)

*Please rate the Post so other will know when an answer has been found.

New Member

Re: WAP561 keeps becoming unresponsive.

It goes straight from the router to the WAP.

Internet Gateway -> Router -> PoE Injector -> WAP

(over CAT6e)

The lights are on, though not blinking on the router.  I tried plugging it in to another router and an unmanaged switch and the same problem exists.  I've also used a multi-meter and annother WAP to make sure that it's not the PoE and it is not.  I'm awfully confident the problem is at the WAP.  I can't find anything in the configuration that makes me think that is the cause, the green features are turned off.  only 2 VAP's are on it, also rogue AP detection is turned on.

      

it happens randomly, once within an hour of eachother and another time it was a week or so inbetween.

      

VAP 1 - unisolated

VAP2 - isolated

New Member

Eric,We are also seeing this.

Eric,

We are also seeing this.  I have been troubleshooting with an escalation engineer for weeks now.  There has to be something going on here, it's not isolated to just one person.  Part of the problem is there are really no debug logs for what is going on under the covers.  The only logs we get on the syslog server say , AP associated a user, AP disconnected a user that's it...then it just stops...

 

Come on guys we REALLY need some progress here!

Who are you working with and

Who are you working with and what is your case number? I would like to look in on the case.

 

Eric Moyers

New Member

Eric,I too seem to be having

Eric,

I too seem to be having the same problem with (2) WAP561's.

I am not using the Captive Portal, but do have them in a single point setup.

I am running the latest firmware that is supposed to correct the issue of wireless clients not being able to connect. v1.2.0.2.

http://www.cisco.com/c/dam/en/us/td/docs/wireless/access_point/csbap/wap5x1/release_notes/WAP551_561_Frame_1_2_0_2_MR2.pdf

CSCul73641: Wireless clients lose connection/cannot connect to the AP periodically

I have included the support information for both WAP's.

Any ideas?

 

Thanks,

John Orzechowski

Hello, I am sorry to hear

Hello, I am sorry to hear that your are having issues.

For the disconnects, in the new firmware 1.2.0.2, there is an option MFP under the SSID if the unit is using "N" speed.  We have found disabling this feature has resolved quite a few disconnect issues.  The way to set this to "Not Required" is to:

This option is located where you configure the SSIDs (so Wireless->Networks then there's a link under each SSID to "Show Details"), but it ONLY appears if you disable WPA-TKIP.

If it is set to "Capable" (the default) then the WAP will expect clients that advertise they support it to have to use it. If set to “Required” then only wireless clients that can use PMF will be allowed on this SSID. If set to “Not Required” – self-explanatory.  I would set this setting to “Not Required”  If they need TKIP enabled, just disable it first, make the change for MFP, and then set TKIP back to enabled. Monitor this and let me know the results.

Eric Moyers
.:|:.:|:. CISCO | Cisco Presales Technical Support | Wireless Subject Matter Expert

Please rate helpful Posts and Let others know when your Question has been answered.

New Member

Eric,I have made the changes

Eric,

I have made the changes you have suggested.  So far so good.  I will continue to monitor.

Great, look forward to

Great, look forward to hearing the results.

 

Eric

New Member

Eric,Well, several devices

Eric,

Well, several devices would not connect to the wireless last night.  I had the MFP set to "Not Required", but had left the WPA-TKIP disabled.  Last night I renabled the WPA-TKIP and the wireless clients were able to connect.  Now we will see how long this setting will last.  Is there any way to gather some logs to figure out what is going on?

Thanks,

John

Thanks for the update. Were

Thanks for the update. Were they older devices? Maybe those only used TKIP. Please let me know the results.

Eric Moyers 

New Member

Eric,We are using iPad2's and

Eric,

We are using iPad2's and iPhone4s.

Would not think those would

Would not think those would care about TKIP. 

 

Eric

New Member

Eric,Well, it took 13 days..

Eric,

Well, it took 13 days...but the wireless hung up again.  I went in and disabled TKIP and renabled, then the wireless clients were able to connect.

Can we do any further diagnostics to figure out why this happens?

 

/John

Short of running some

Short of running some wireshark captures, cant think of anything right now. Since this has persisted, I would suggest calling in and opening a case. Make sure to have the engineer document everything you have done up to this point. They should go ahead and help you gather the wireshark and get that loaded into the case. Once you get the case number established let me know and I can also work with that engineer. If you reach someone in the US chances are they are someone I trained. If not most of the others I have worked with and they know me and know how to contact me.

They should ask for wireless scans of your area and a description of where the AP's are located. BUt we really need to get this into a case.

 

Eric Moyers

 

New Member

Eric,OK, I have to get this

Eric,

OK, I have to get this SmartNet for this WAP...do you have someone I can call...I try to do it online and I keep getting redirected to the UK.

Thanks,

 

John

Where are you located? Also

Where are you located? Also how long have you had the Access Point?

 

Eric Moyers

New Member

Yes, I have had them less

Yes, I have had them less than a year...I will try calling that number.

Once you get a case number,

Once you get a case number, let me know and I can check in on it from my side.

Eric Moyers

New Member

Eric,The Cisco Case # is

Eric,

The Cisco Case # is 636615061

 

Hello John Orzechowski,

This is your confirmation that Support Case Number 636615061 was successfully opened on-line with the Cisco
Technical Assistance Center. Here are the details of the support case:


CISCO.COM ID:jorzecho65 
SUPPORT CASE:636615061 
SUPPORT CASE TITLE:US-WAP561 / intermittent drop/lock of wifi connection 
SEVERITY:3 
STATUS: OPEN 


The next available Cisco Customer Support Engineer will contact you shortly to assist you with your technical
support issue.

I see your case and that it

I see your case and that it has been assigned to Mihail. I will offer any assistance if he needs it and keep tabs on it.

Eric Moyers

New Member

Eric,

Eric,

I just wanted to follow up on case #636615061.  I sent Mihail a couple of emails, but have not heard anything back.

Thanks,

John

I just sent a note to Mihail

I just sent a note to Mihail asking what was going on? I also copied you on it. Please keep me informed.

Eric Moyers

New Member

Eric,Do you know what my

Eric,

Do you know what my CCOID is?

Reacted too fast, just looked

Reacted too fast, just looked up your CCOID. If you have had your device less than a year, You can call 1-866-606-1866 for free phone support. No SmartNET needed. 

 

Eric Moyers

Nevermind, I quickly found

Nevermind, I quickly found your case.

You are currently working with Nelson. That is the best place to be. He has the ear of the development team and from the case notes, I can tell he is already talking to them.

I will continue to follow this case and the next time Nelson and I am in a meeting together, which is almost weekly, I will ask him about your case.

Thank you for reaching out to me and please contact me anytime. If you click on my picture it should bring up my email.

 

Eric Moyers    .:|:.:|:.

Cisco Small Business US STAC Advanced Support Engineer

Wireless Subject Matter Expert

CCNA, CCNA-Wireless

866-606-1866

Mon - Fri 09:30 - 18:30 (UTC - 05:00)

New Member

Just to be clear Nelson is

Just to be clear Nelson is doing a great job in helping me, I just want there to be added visibility, that I am not an isolated case.  There are multiple reports of these same symptoms across the 121, 321 and 561 (that I can find) so there is definitely something bigger at play here, then just my scenario. As I explained to Nelson, my contract with my customer is at risk because I recommended these products and if we don't figure out what is going on asap we are in big trouble.  I actually just disabled clustering and implemented the recommendations from another post about Green ethernet (was already done), 54Mb rate and Discovery - Bonjour.  I'm hopeful that something might make a difference, and if we can isolate the issue so it can be resolved and others don't experience the same problem I would be VERY happy!

New Member

I'd like to also put in my

I'd like to also put in my 'vote' for some additional attention on this issue. I recently purchased two WAP561 and am experiencing the same issue as described in the posts above.

New Member

I have exactly the same

I have exactly the same problem since day one.  I installed eight WAP561 units in 6 sites recently. Users in the two sites with 2 WAPs each always have trouble connecting every day until the WAPs are reboot. I was lucky enough to have TAC support look into the issue once.  TAC suggested that I update the firmware, I had the latest firmware version 1.1.0.4 at the time, disable Single Point Setup and manually set the Radio 1 to a less crowded channel.  I did as instructed but the issue persisted.  The next time I try to get support only to find that I have to get SMARTnet in order to get help.  I was disappointed and discouraged that I could not even recommend Cisco to the client with confidence any more.  I am about to replace them all with a cheaper brand/model.  Any help will be appreciated !  Thanks in advance !

New Member

Hi, I have 2 units of WAP551

Hi, 

I have 2 units of WAP551 and 1 unit of WAP4410N. I have updated to the latest firmware. Reset the units to factory default and still having the same problem. 

Did anyone find solution for the above issues. Please update. thanks

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