Troubleshooting Client Connections
Perform the following steps to troubleshoot client connections.
- From the controller GUI main
menu, select .This displays Troubleshooting window.
- In Type, select Client Connection from the drop-down menu.
- In the Client section,
click the
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icon and choose Historical Client
or Connected
Client to view the client list. - Select the client device from
the drop-down list of clients that have successfully connected. The drop-down
includes the MAC Address, Hostname, and OS Type of each client. In the case of
a
client that has never successfully connected, you can manually enter the
client’s full MAC Address. You can search for a specific client by manually entering the MAC address or a keyword (such as RUCKUS, Android, or iOS). You can also sort the drop-down list by Client MAC Address.
Alternatively, from the GUI main menu, select and navigate the hierarchy to find the wireless client you want to troubleshoot. Select the client and click .
The Troubleshooting window opens with the selected client preconfigured. - In the Select
APs section, click Select. The Select APs window is displayed.
- Select an AP to communicate between the client and the controller, and then click OK.
- In the Connectivity
Trace section, click Start. The controller configures the APs to receive data frames from the target client and relay frames to the controller based on the client filter.
The APs that receive probe requests from the target client are listed in a table, along with the AP's operating channel and the RSSI at which the client’s frames were received. This stage of the connection identifies whether there are acceptable APs for the client to connect to.
The following items are displayed:- AP Name and MAC Address
- Radio: The 2.4 or 5 GHz radio of the AP and the channel number the radio is operating on
- Client SNR: The signal-to-noise ratio received, in dB
- Latency: Time delay in connecting the AP to the client
- Connection Failures: The percentage of AP-client connection attempts that failed
- Airtime Utilization: The percentage of air time that was used by the client to transfer data
At this stage, the tool displays the statuses Client is in a discovery state and not currently connected (when the tool starts or when the client is already connected to an AP) and Client is attempting a new connection (when the target client sends an 802.11 authentication request frame to an AP to initiate a connection).
Use the list of APs that communicated with the client to determine whether the client chose the best AP based on signal quality and other health metrics.
When the client sends an 802.11 authentication request frame, a flow diagram depicting different stages of the AP-client connection is initiated. This sends a trigger frame to the AP, and it is highlighted from the list for reporting APs.
The Flow ladder in the diagram shows the step-by-step exchange of information between devices during the connection process. As the steps are completed, colored arrows are displayed when the step depicts a warnings (yellow) or event (for example, red for failure). Typical warning scenarios include time delays or a failed negotiation for an unsupported EAP type. Failure conditions are also highlighted as red arrows, typically when the connection itself fails.
- Click Stop to terminate the connection between the AP and the client.
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