Device goes online/offline frequently

Hi Rujie Support,
The Rujie networks Cloud show the AP Device goes online/offline frequently. May i know what is the reason?

Ping test to devicereg.ruijienetworks.com from Gateway.


--- devicereg.ruijienetworks.com ping statistics ---
156 packets transmitted, 156 packets received, 0% packet loss
round-trip min/avg/max = 10.2/10.5/11.1 ms

Dear sir

Thank you for contacting Ruijie Support
Can you help collect following information with us ? so that we can further check
1. Will the ping devicereg.ruijienetworks.com on the AP lose packets?
2. How many APs have this problem? How often does this problem occur?
3. Has the AP been restarted? What is the power supply device of the AP?
4. What is your topology like?
5. Is the device on the Cloud? If so, can you share the network and send the shared link to this email: chenzixuan3@ruijie.com.cn?
You can share according to the following post
【New reminder】How to share the project in the new version of the Ruijie Cloud? - Cloud - ruijienetworks


you can also contact us in live chat
www.ruijienetworks.com/rita

GTAC-Joy replied at 2023-12-27 22:10
Dear sir

Thank you for contacting Ruijie Support

hello tim, all AP always alarm device goes online / offline frequently..



this is ping time from AP, but It looks like ping is waiting to go to the last step even though there is no packet loss


PING devicereg.ruijienetworks.com (8.219.239.163): 64 data bytes
72 bytes from 8.219.239.163: seq=0 ttl=249 time=33.281 ms
72 bytes from 8.219.239.163: seq=1 ttl=249 time=33.688 ms
72 bytes from 8.219.239.163: seq=2 ttl=249 time=32.703 ms
72 bytes from 8.219.239.163: seq=3 ttl=249 time=32.810 ms
--- devicereg.ruijienetworks.com ping statistics ---
4 packets transmitted, 4 packets received, 0% packet loss
round-trip min/avg/max = 32.703/33.120/33.688 ms

Prayugo Ardi Wibowo replied at 2025-2-12 10:20
hello tim, all AP always alarm device goes online / offline frequently..

Hi sir,

May I know your device's model and SN?
In order solve your issue faster, may you contact us via RITA? RITA Robot/Live Chat:
www.ruijienetworks.com/rita

Best regards,
Steve

GTAC-Steve replied at 2025-2-12 10:32
Hi sir,

May I know your device's model and SN?

please send your email address. i will sent my model and SN in there

Prayugo Ardi Wibowo replied at 2025-2-12 10:46
please send your email address. i will sent my model and SN in there

Dear customer,
You can follow the steps below to troubleshoot this issue.
1. Check the syslog in your PoE switch. If there is any log indicates the uplink port was down. If the uplink port has been down, check if the cable on it is contacting well.


2. Check the log of the DHCP server in your network to see if there has been any device has IP that conflicts with your APs.
3. If the gateway of you network has more than 1 ISP on the WAN ports, make sure the Local DNS on your NBS is set to 8.8.8.8 to ensure the cloud service URL is parsed correctly.


If the issue persists, we encourage you to contact us on Rita(www.ruijienetworks.com/rita), our real-time support platform. Our dedicated engineers are readily available to resolve your issues promptly.