AP Reboot Issues

Access Points could experience unexpected reboot issues, which can disrupt network stability and performance. This topic describes the methods for collecting diagnostic data from SmartZone-managed APs that encounter such reboots. The collected data enables RUCKUS Support to analyze and resolve the issue efficiently.
Data should be collected in scenarios where an AP reboots unexpectedly or repeatedly, and the cause of the reboot is not immediately apparent from the SmartZone interface. Additionally, if RUCKUS Support specifically requests certain logs or system information, it is crucial to gather the necessary data to facilitate their analysis and resolution process.

Data Collection Checklist outlines the types of data that should be collected and the methods for their collection when troubleshooting unexpected AP reboots.

Data Collection Checklist

Data Type Collection Method Notes
AP Support Logs Select Network > Wireless > Access Points. Select the AP and click More > Download Support Log. The Support Logs include relevant sections like Himem, Device Up Time, Recent Temperature Readings, Memory Info, Reboot Reason, Apmgr Crashdump Info, and Kernel Oops.
Snapshot Logs Select Monitor > Troubleshooting & Diagnostics > Application Logs. Select the control plane and click Download Snapshot Logs. Download a copy of these logs for each of the nodes in the cluster. The Snapshot Logs contain details about the controller system and applications, that help RUCKUS Support identify any issues in this regard.
Binary Logs Select Network > Wireless > Access Points. Select the AP and click More > Trigger AP Binary Log. After the confirmation message, select Monitor > Troubleshooting & Diagnostics > Application Logs. Scroll to AP Diagnostic Information and click the number in the column # of Logs to download the file ap-dump-<ap_mac-address>. The Binary Log consists of a .tar file with several himem logs for the analysis of RUCKUS Support.
Himem Logs Access the AP using SSH and enter the commands crashdump show and crashdump show himem_log. Save the SSH session log to a text file. These commands will help you identify if any crashdump is available in the AP, while the Binary Logs provide you with full crashdumps available for the analysis.
Event History Select Network > Wireless > Access Points. Select the AP and scroll to the Details section, click the Event tab, and read the events pertaining to the AP. Reading the AP events in the controller helps you understand event related to the AP or APs with the issue. Look for events recorded during the moments before the reboot is reported and inform RUCKUS Support about your findings.
    Note:
  • Collect logs immediately after the reboot occurs. Delayed collection may result in the logs being overwritten in the event or log buffer, which can lead to loss of critical diagnostic data. Record the date and time of the reboot event. This information helps correlate the observed behavior with the collected logs.
  • For instructions to access the AP CLI, refer to Entering the AP CLI.
Parent topic: Troubleshooting APs