Troubleshooting Ruijie WLAN Client Abnormal Disconnections

1. Issue Description

A client connected to a Ruijie AP goes offline abnormally.
2. Topology:


3. Cause Analysis

3.1 Check the Client Disconnection Reason

a. Check the client track to determine the client disconnection reason.
On the AC: Run the show wlan diag sta sta-mac xxx.xxx.xxx command (Enable WLOG on the AC by running the wlan diag enable command).
Example:

b. Run the show logging command on the AP or the show ita footprint command on the AC to display the client disconnection reason.
Command: show ita footprint or show logging
Example: show log(on the AP)

Example: show ita footprint (on the AC)

Note: Before running the show ita footprint command, load the ITA process on AP side in debug support mode by running the execute diagnose-cmd process /sbin/ita start command.

4. Common Causes

• Wireless load balancing is configured.
• The AP is enabled with 5G priority.
• A client limit is configured on the AP.
• The AP is configured with an RSSI threshold, forcing clients with a low RSSI to go offline.
• Low PoE power of the AP.
• Client active disconnection due to an error.
• Containment is enabled on other APs in the environment.
• Software and hardware faults exist on the AP.
  

5. Troubleshooting
5.1 Wireless Load Balancing Configured
With wireless load balancing configured, if the load on an AP that a client is trying to connect to exceeds the configured threshold, the system will check the load difference between all APs in the same load balancing group. If this difference exceeds the threshold, the client will not be allowed to connect to that AP. During client movement, the client may fail to reconnect if load balancing is enabled.
Confirmation method:
Run the show run command to view the configuration and check whether the balance-group related configuration exists.
Reproduce the fault, check whether logs indicating that access requests are rejected due to load balancing are generated in the client online and offline logs.

Handling suggestion: Disable load balancing and test again.
5.2 AP Enabled with 5G Priority
An AP with 5G priority (Band Select) enabled may cause client disconnections if the client failed to switch from 2.4 GHz to 5 GHz.
Confirmation method:
(1) Run the show run command to checkwhether the band-select enable command is configured.
(2) Reproduce the fault, check whether logs indicating that access requests are rejected due to band selection are generated in the client online and offline logs.
Handling suggestion: Disable 5G Priority and test again.
5.3 Client Limit Configured on the AP
A client limit is set on the AP. During roaming, if a client connects to a new AP and the number of connected clients exceeds this limit, the client may be denied access and go offline.
Confirmation method:
Run the show run command to view the configuration and check whether the sta-limit configuration exists.
Reproduce the fault, check whether logs indicating that access requests are rejected due to client limit are generated in the client online and offline logs (code 45).
%WLAN-6-DEAUTH:STA(bca9.20d0.3de2) leaves BSSID (7285.0020.0038): STA deauth, reason code(45).
Handling suggestion: Disable the client limit and test again.
5.4 AP Configuredwith an RSSI Threshold, Forcing Clients with a Low RSSI to Go Offline
An RSSI threshold is configured on the AP, and any client with a RSSI lower than the threshold are forced offline.
Confirmation method:

• Run the show run command to view the configuration and check whether the asso-rssi/response-rssi configuration exists.
• Reproduce the fault, check whether logs indicating that access requests are rejected due to low RSSI are generated in the client online and offline logs (ROAM_KICK_STA_ ONLINE_FAIL).
  

Handling suggestion: Delete the RSSI threshold and test again.
5.5 Low PoEPower of the AP
Insufficient AP power may cause RF ports to operate abnormally or restart, leading to client disconnections.
Confirmation method:
1. Run the following commands to check the AP PoE power:
debug pdpoe-test 1    Hardware PoE negotiation
debug pdpoe-test 2    Software PoE negotiation

2. Check the AP hardware installation maroguenual to confirm the power supply requirements of the AP. The following uses RG-AP850-I(V2) as an example. When RG-AP850-I(V2) is powered by the IEEE802.3af standard PoE, some RF ports cannot go Up.

Handling suggestion: Use a power source equipment (PoE switch or PoE adapter) that meetsAP power supply requirements.
5.6 Client Active Disconnection due to an Error
If as pecific client actively goes offline, it may indicate a fault with that client.
Confirmation method:
The output of the show logging command on the AP displays client de-authentication and disassociation events, as shown in the following figure:

Handling suggestion:
1. If only a specific client is experiencing issues, check that client directly. Some clients may automatically go offline due to power-saving mode.
2. If multiple clients of the same model are failing, there might be a compatibilityissue. Contact Online Technical Supportfor assistance.
5.7 Containment Enabled on Other APs in the Environment
There are two AP containment modes:
1. After detecting a legitimate AP, the rogue AP counterfeits the BSSID of the legitimate AP and sends de-authentication or disassociation packets to the client. The client, upon receiving these messages, assumes they are from the legitimate AP and disconnects from the Wi-Fi network.
2. The rogue AP sends de-authentication or de-association packets to the legitimate AP using the MAC address of the client. The legitimate AP, upon receiving the sepackets, believes the client is requesting to disconnect and thus disconnects the client from the Wi-Fi network.
Rogue APs with containment enabled exist in the environment, causing frequent client disconnections.
Confirmation method:
The output of the show logging command on the AP displays frequent client de-authentication and disassociation events, there may be rogue APs with containment enabled inthe environment.

Handling suggestion: Change the channel and SSID, and test again.
5.8 AP Software and Hardware Issues
An AP with the following software or hardware issues may cause client disconnections:
1. The AP RF port restarts.
Run the showint dot11 x/0 (x/0 is the RF port ID) command to view the RF port status orrun the show log | i Dot11 command to check whether any RF port is Down.

2. The AP restarts.
Run the show version command to check the device uptime and see if the AP restarts when the client goes offline.

3. In Fit AP mode, the AP is disconnected from the AC.
Run the showap-c su command on the AC to display the online status and online time of the AP.

4. The AP version is unstable.

Run the show version command to check whether the AP is running the latest version.
Handling suggestion:
Collect the following information and contact Online Technical Support.
5.8.1 Fit AP + AC Scenario
Data collected on the AC:

-----Enable the WLOG function in advance.-----
con
wlan diag enable
end
wr
----Collect the following information after a fault occurs.--------
terminal mon
terminal length 0
Show version all
show log
Show run
showac-config client
showac-config 802.11b summary
showac-config 802.11a summary
shap-con radio 1 status BOCMO10_WLN_AP01//AP name
shap-con radio 2 status  BOCMO10_WLN_AP01//APname
Show wlan diag sta sta-mac  8C55.4AE5.6E83(client MAC address)
show dot1x user diag mac xxx (client MAC address)  //Only collect data in 802.1X scenarios.
Data collected on the AP:

Collect the following information after a fault occurs:
terminal mon
terminal length 0
show dot mbssid
debug pdpoe-test 1   
debug pdpoe-test 2   
Show int
show dot11 a a
5.8.2 Fat AP or Ruijie Cloud Scenarios

Data collected on the AP:

terminal mon
terminal length 0
Show version
Show run
Show log
debug pdpoe-test 1   
debug pdpoe-test 2  
5.8.3 Collecting Information About a Windows Client That Goes Offline Abnormally
If a Windows client actively goes offline but the reason is unknown, you can collect the corresponding network adapter association logs of the Windows client. During troubleshooting, ask the customer to collect such offline logs, such as the logs with reason code 1 or 7 on enterprise APs. The method is as follows:
Open the Command Prompt as an administrator and run the following commands:
netsh wlan show wlanreport
The generated report file is wlan-report-latest.html.