Ruijie Community

Title: Calls dropping frequently during WiFi Calling [Print this page]

Author: jrose@tali.com Time: 2024-5-30 13:35
Title: Calls dropping frequently during WiFi Calling
Even with full or nearly full bars while connected to our new RG-RAP2260(G) access points, WiFi calls frequently drop in the middle. The WiFi Calling icon on the phone screen goes away at the same time (the regular WiFi icons show WiFi 6). This happens with multiple different models of Samsung Galaxy phones we are using (S10e, S20, S22, S24), so it is not a problem with any particular phone. And it happens when connected to different APs -- we have four RG-RAP2260(G) units, all hard-wired to a RG-ES206GC-P switch.

The Internet connectivity seems to be working well, but it's driving us crazy that our phone calls often get cut off in the middle (we have little or no cellular reception in parts of our house, so WiFi calling is critical for us). Our previous WiFi APs were slower, weaker and only 2.4Ghz, but we never had the problem of failed WiFi calling calls while near an access point.

I think the problem was even worse with the smart roaming options turned on, so I turned them off. It might be a bit better now, but not much.

Please suggest solutions!

Thank you.

Author: yangyue1@ruijie Time: 2024-5-30 13:50
Hello sir,
1. may i know if this issue happens when you move around and have wifi call or when you are not moving when doing wifi call or in both situation? and may i know the distance between you and ap when you have dropping?
2. may i know if it is 2.4G or 5G when you connect to when wifi call has dropping? recommend to turn to the other radio which does not have this issue.

3. may i know if your swtich and APs are with the latest firmware version, if it is not, plz upgrade to the latest one.
4. plz use wifi optimization function to optimize channels, power of all APs to minumize interference and optimize performance.

5. in radio lable of configuration, plz turn it to auto instead of 2.4G-40 and 5G-80, this high channel width will make signal more unstable.

Author: jrose@tali.com Time: 2024-5-30 16:22

GTAC-Stella replied at 2024-5-30 13:50
Hello sir,
1. may i know if this issue happens when you move around and have wifi call or when you a ...

Thank you very much for the fast response, and your specific advice.

To answer your questions:
1. The calls drop even when sitting still in one place. I don't believe movement is a factor, but maybe it is. Distance from AP is less than 10 meters (Wi-Fi signal strength is shown strong even as the calls drop).
2. I notice that our phones alternate between using both 2.4 and 5. I am not sure why this happens, but I have not noticed any correlation between band and calls dropping. However, if I wanted to try limit all phones/APs to only 2.4Ghz
or only to 5Ghz
(for testing), please tell me how to do this?
3. I updated the firmware of all devices as soon as I installed them a couple of weeks ago. The console is showing that I have the latest version installed on all APs (ReyeeOS 2.280.0.1710) and the switch (ESW_1.0(1)B1P27,Release(11152616)).
4. I ran the Wi-Fi optimization function. It gave me this result:
Optimization time: 5 min 2 s
Optimized severe interference of 4 APs.
Channel interference Down by 54.96%
User experience Up by 77.74%

5. My 2.4Ghz
setting was set at 20 (not 40), and my 5Ghz setting was at 80. I changed both to Auto as you suggested.
I am hopeful that these actions will improve the situation. I will report back here either way.
Thank you!
Joel

Author: jrose@tali.com Time: 2024-9-11 20:14

Joel Rose replied at 2024-5-30 16:22
Thank you very much for the fast response, and your specific advice.

To answer your questions:

Hello, we have continued using our network of 4 WiFi APs for three months since my earlier messages here, and the problem remains. The WiFi connection frequently drops between all of the RG-RAP2260(G) access points and various
models of Samsung Galaxy phones we are using (S10e, S20, S22, S24). Within a second of dropping, the WiFi connection returns, but that is too late for the phone call when using WiFi calling (the call gets disconnected immediately). When using a WhatsApp voice call, the connection is interrupted for that 1-2 seconds but then resumes.

We have noted that this frequent momentary lapse of WiFi connectivity happens all the time, not just during calls. If I happen to be looking at the screen of my phone, I often see the WiFi symbol go away and then return a moment later. My son reports that it often happens during games, which interrupts his game flow for a few seconds each time.

This is happening many times a day, every day.

I did all the steps mentioned earlier in this thread. A few days ago, I updated the firmware of all four APs from the app. Nothing has improved this situation that makes our new WiFi network horrible to live with, and which causes phone calls to drop 3 or 4 or 5 times during a conversation. Note that these drops occur more often when walking from room to room, but they also happen frequently when sitting in the same location, very near an AP. So, I am sure that at least some of the problem has nothing to do with roaming from AP to AP.

We need a solution to this. When the network remains stable, it's terrific. But the way it often drops the WiFi connection with our phones makes it horrible.
Please tell me how to fix this situation.
Thank you,
Joel

Author: luyoukai@ruijie Time: 2024-9-11 21:42

Joel Rose replied at 2024-9-11 20:14
Hello, we have continued using our network of 4 WiFi APs for three months since my earlier message ...

Hi!
I would like to start by apologizing for your situation, we were not able to get the equipment to meet your expectations.

For this problem, we first need your topology. We don't know whether there are other devices such as switches in your environment. Secondly, please check whether the power supply or network cable of the device is plugged in properly, the status of the indicator light and whether there is overheating.

In addition, if you manage your device in the cloud, it is best to share it with us. You can send the sharing link to my email. Need read&write permission and one week time, please note who you are and this post name or website. (luyoukai@ruijie.com.cn). During our check, If we confirm it's hardware fault, we will arrange RMA for you.

How to share the project in the new version of the Ruijie Cloud? - Ruijie Cloud - Ruijie Community (ruijienetworks.com)
Noted: please don't share the link directly to this page. It's personal info that only should be accepted by our TACs.

Author: jrose@tali.com Time: 2024-9-11 22:02

GTAC-Blake replied at 2024-9-11 21:42
Hi!
I would like to start by apologizing for your situation, we were not able to get the equipment ...

Thanks for the fast response. Yes, I manage the network using your cloud. I just sent the sharing link to your email with the details you requested. Thank you.

Author: jrose@tali.com Time: 2024-9-13 19:49

GTAC-Blake replied at 2024-9-11 21:42
Hi!
I would like to start by apologizing for your situation, we were not able to get the equipment ...

I sent you the requested email 2 days ago, did you receive it? I didn't receive a reply. Thank you.

Author: jrose@tali.com Time: 2024-9-16 21:18

GTAC-Blake replied at 2024-9-11 21:42
Hi!
I would like to start by apologizing for your situation, we were not able to get the equipment ...

Hello. I sent you the requested email 5 days ago, but did not receive a reply. Your assistance in this matter will still be appreciated. Thank you.

Author: v-shaojinren@ru Time: 2024-9-17 12:23

Joel Rose replied at 2024-9-16 21:18
Hello. I sent you the requested email 5 days ago, but did not receive a reply. Your assistance in ...

Hello,
My apology for the late response. We couldn't find the email in our inbox.
you can contact us by service email of Ruijie Networks: service_rj@ruijienetworks.com or reach us by Live Chat via https://www.ruijienetworks.com/rita to solve your issue quicker. We will give the suggestions and answers responsively.

Author: jrose@tali.com Time: 2024-9-17 14:19

GTAC-Ryan replied at 2024-9-17 12:23
Hello,
My apology for the late response. We couldn't find the email in our inbox.
you can contact ...

Hello, I just re-sent the email to service_rj@ruijienetworks.com

Author: v-shaojinren@ru Time: 2024-9-17 16:43

Joel Rose replied at 2024-9-17 14:19
Hello, I just re-sent the email to

Hello,
We have received the email you sent us. As we checked, the AP units in the project has Insufficient Coverage and Poor roaming experience issue according to the [color=rgba(0, 0, 0, 0.9)]AI Diagnostics.

For coverage issue, could you tell us the approximate distance between your AP units? Are there obstacles like concrete walls between them? If you have something like a heatmap with the deployment of APs marked on it, you can sent it to us via email or Rita.
If the WIFI optimization didn't help, you can also adjust the the channels and RF power manually.

When configuring them, you may nest the 2.4Ghz channels of your APs in the following pattern according to their physical location. You can also nest the 5Ghz channel in the similar pattern choosing from 149、153、157、161、165，36、40、44、48、52、56、60、64

Author: jrose@tali.com Time: 2024-9-17 17:57

GTAC-Ryan replied at 2024-9-17 16:43
Hello,
We have received the email you sent us. As we checked, the AP units in the project has Insu ...

Hello. Firstly, you did not address the main issue we are having, which as I described in my messages above, is that a strong (4 or 5 bars) WiFi signal drops off entirely and immediately returns (dropping WiFi Calling phone calls) even when sitting in one location very close to an AP.
This is, by far, our biggest complaint with the new Ruijie system we installed. This never happened with our older APs, which were all in the same locations as the new ones.

If we know we need to stay in one place to make sure a phone call doesn't drop, we can do that. But the WiFi frequently drops and reconnects even when sitting in one location very close to an AP.

Can you please diagnose why this extremely problematic issue is occurring and how to make it stop?

Author: v-shaojinren@ru Time: 2024-9-17 21:58

Joel Rose replied at 2024-9-17 17:57
Hello. Firstly, you did not address the main issue we are having, which as I described in my messa ...

Hello,
The frequent disconnection could have something to do with the channels interference. That is why the we can try adjusting the channels.
Apart from that, the noice level in the surroundings will also play a part. As we checked, the noice level is quite high for the AP units in the project. Normally noise level for WiFi to work properly is around -90dbm, a higher noise level indicates there is environmental interference, could you please check if there is any high power appliances near the APs? for example a microwave can cause interference to the 2.4G wifi signal.

Welcome to Ruijie Community (https://community.ruijienetworks.com/)