• How to Troubleshoot Wi-Fi Client Connectivity Issues

 
 
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Introduction

This article describes how to troubleshoot client connectivity issues using CloudVision Wi-Fi.

Prerequisites

  • Access to CloudVision Wi-Fi
  • Knowledge of affected Clients (MAC address/IP address)

Solution

  • Troubleshoot Based on Connectivity Dashboard
  • Troubleshoot Based on Known Failures/Clients
  • Troubleshoot Based on Client Failure Alerts
  • Live Troubleshooting

Troubleshoot Based on Connectivity Dashboard

The quickest way to identify clients facing connectivity issues across a site is by using the Client Journey widget on the Connectivity Dashboard, which is a live feed for all the clients attempting to connect and gain access to the network.

The Client Journey widget is divided into four parts:

  1. Total clients attempting to connect
  2. Association
  3. Authentication
  4. Network

These categories represent the lifecycle of the client journey.

The entries in red denote the failures and a mouse over will show the statistics split based on failure type.

On click, the exact list of failed clients are shown with further detail. The most prominent characteristics are displayed which makes it easier to pinpoint the possible reason and location of these failures.

Error message are easy to interpret. For example: Maximum Association Limit Reached.

This could happen in either of the two cases:

  1. The AP Radio is overwhelmed by the connection requests coming in or
  2. There are some RF optimization features enabled, which do not allow further connections to that AP (like Smart Steering)

Troubleshoot Based on Known Failures/Clients

If you are already aware of client that is affected, you can use the global search to filter out the exact reason of the failure by navigating to client stats:

Within the client stats, you can look at either Client Connection Logs or Client Event Logs to troubleshoot further.

Client Connection Logs:

These can be used to view a timeline of successful and failed client connection attempts, which can tell you if there was a pattern followed by this client and also the time of failure.

Some additional information is also available, like the reason for failure and association information like BSSID, AP name, SSID, Channel and Location.

Client Event Logs:

These can be used to view a timeline of Major client events including client connection attempts. This is a more detailed view of the steps the client followed to get a successful or failed state.

Troubleshoot Based on Client Failure Alerts

Alerts can be used to notify the administrator for any client failures. This can help the admin address the issues before they are reported from the clients in the field.

Alerts can be accessed from the Monitor tab.

Alerts can also be accessed from the global counter at the upper right corner.

On click, the alert will show the details of when it was raised and the prominent characteristics of the clients affected by that failure.

It also displays all the clients with similar failure messages over a period of time.

This greatly assists the troubleshooting process and also helps in finding a pattern of the type of clients affected.

Read More about Alerts: Monitor Alerts

Live Troubleshooting

  1. Client Connectivity TestRefer to this document about Client Connectivity Test for details on how you can use this tool to perform tests on APs without access to a real client.
  2. Packet TraceWhile auto packet trace is an option you can use to catch the most common failure without active monitoring, you may need to perform some live tests.

    Refer to this document about Auto Packet Trace.

    Manual packet captures can be run by navigating to Troubleshoot  → Packet Trace → Capture Packet TraceUse the same search to identify the client and capture the packet trace

     

    Limitation: At least one radio of any access point in the location must be configured to operate in the WIPS Sensor mode for capturing packet trace.

     

    You can also sometimes take a packet trace from an AP to identify client related issues, as with AP trace, you do not have the above limitation.

    You can either use the same method and specify an AP MAC address/IP address in the search to run a trace, or run the trace from the Monitor section.

  3. Live Client DebuggingThis feature is similar to the Client Connection Logs that were discussed before.

    You can run this from Troubleshoot → Live Client Debugging

    Specify the name, IP or MAC address to search the client and start debugging.These logs are archived in the same space and can be shared with Arista Wi-Fi Support for further debugging if required.

  4. Debug LogsWith this feature, raw debug files can be collected from the AP that is associated with the failure event.

     

    Navigate to Monitor → Wi-Fi → Access Points → Right Click AP → Troubleshoot → Download Debug Logs to start the collection process.

    These logs can be sent to Arista Wi-Fi Support for further analysis. 

 

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