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Title: Device drop [Print this page]

Author: ssempijjaf12@gm Time: 2024-3-20 16:12
Title: Device drop
I have a network where i have a voucher system in place, but it so happens that
some devices are dropped even when their vouchers have not yet expired.

Any work around the problem?

Author: GTAC-Jayden Time: 2024-3-20 16:19
Dear Francis Ssempijja,

May I please know what devices are used in your project?
After the devices are dropped, are they able to connect again using the same vouchers?

Best regards,
Jayden

Author: ssempijjaf12@gm Time: 2024-3-20 16:28

GTAC-Jayden replied at 2024-3-20 16:19
Dear Francis Ssempijja,

May I please know what devices are used in your project?

its a mix of devices, I phones, Androids, PCs and Macs, and have seen the dropout happens on any of the above.
No, the deices can only reconnect with a new Voucher.

Author: GTAC-Jayden Time: 2024-3-20 16:31

Francis Ssempijja replied at 2024-3-20 16:28
its a mix of devices, I phones, Androids, PCs and Macs, and have seen the dropout happens on any o ...

Dear Francis Ssempijja,

May I please know what network devices you are using, e.g. the AP models?
Does the portal page give any error message when you use the same voucher code? Could you please help provide a screenshot? Thank you.

Best regards,
Jayden

Author: ssempijjaf12@gm Time: 2024-3-20 17:05

GTAC-Jayden replied at 2024-3-20 16:31
Dear Francis Ssempijja,

May I please know what network devices you are using, e.g. the AP models? ...

Am using AP Model: RAP2260(G)

For the error message, it complains about the Limit of the Voucher

Author: ssempijjaf12@gm Time: 2024-3-20 17:39

Francis Ssempijja replied at 2024-3-20 17:05
Am using AP Model: RAP2260(G)

For the error message, it complains about the Limit of the Voucher ...

Hello Jayden,

some clarifycations on the previous answer,
when i use the same vochure on that some device which was kickut. it reconnects well.

So the question would be, is there a way to prevent the dropout before the voucher expires?

Author: GTAC-Jayden Time: 2024-3-20 18:16

Francis Ssempijja replied at 2024-3-20 17:39
Hello Jayden,

Dear Francis Ssempijja,

If you can use the same voucher to reconnect, may I please know whether the device disconnects during movement or the issue also happens when the device is stationary?
1) If the device disconnects during movement, please check if there is sufficient coverage between APs.
2) If the device disconnects when the device is stationary, please double check if you have configure disconnection threshold on the APs that will cause devices to automatically disconnect when receiving a poor signal.

You may also use the Project > Monitoring > Network HawkEye > WiFi Health function on Ruijie Cloud to check the disconnection reason.

Best regards,
Jayden

Author: ssempijjaf12@gm Time: 2024-3-20 19:41

GTAC-Jayden replied at 2024-3-20 18:16
Dear Francis Ssempijja,

If you can use the same voucher to reconnect, may I please know whether t ...

Sometimes one maybe moving and they disconnect, but
They too disconnect when they are stationed.

However, if a given device is disconnected whether moving or stationed, it shouldn't prompt the portal page when
trying to reconnect.

Am just not sure how to stop that.

Author: GTAC-Jayden Time: 2024-3-20 19:57

Francis Ssempijja replied at 2024-3-20 19:41
Sometimes one maybe moving and they disconnect, but
They too disconnect when they are stationed.

Dear Francis Ssempijja,

Did you enable seamless online on the portal policy? This will stop reauthentication when users connect again.

Best regards,
Jayden

Author: ssempijjaf12@gm Time: 2024-3-20 20:08

GTAC-Jayden replied at 2024-3-20 19:57
Dear Francis Ssempijja,

Did you enable seamless online on the portal policy? This will stop reau ...

I had set everything that way already

Author: GTAC-Jayden Time: 2024-3-20 20:15

Francis Ssempijja replied at 2024-3-20 20:08
I had set everything that way already

Dear Francis Ssempijja,

Please help share the cloud project with us to check this issue further, please email the sharing link to service_rj@ruijienetworks.com.

Best regards,
Jayden

Author: ssempijjaf12@gm Time: 2024-3-20 20:34

GTAC-Jayden replied at 2024-3-20 20:15
Dear Francis Ssempijja,

Please help share the cloud project with us to check this issue further, ...

I can not share the project link since it was shared with me as well.

Author: GTAC-Jayden Time: 2024-3-20 20:56

Francis Ssempijja replied at 2024-3-20 20:34
I can not share the project link since it was shared with me as well.

Dear Francis Ssempijja,

Please communicate with us by email to continue on this issue.

Best regards,
Jayden

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