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We have used Ubiquiti’s Unifi Enterprise WiFi System for about 2 years now. We use 3 APs to broadcast our network and a guest network. The APs have never given us any trouble and we’ve been very pleased to this point.

Last week one of our APs wouldn’t allow users to connect to the network, but otherwise appeared to be fine. After testing the POE, rebooting the AP, resetting the AP to factory defaults and readopting it, we weighed the price of continuing troubleshooting or buying a new AP. My boss decided to just buy a new AP.

I installed the new AP on Monday, but it is still exhibiting the same symptoms. Some users (select android devices) can connect to the AP, but can’t connect to anything else. The vast majority of devices get stuck either “Authenticating” or “Acquiring IP Address”.

I have attached a screen shot below of what I’m seeing in the Unifi controller. The view is AP->Performance. Any help would be greatly appreciated

*UPDATE I just realized I didn’t attach the screenshot. Sorry.

APnetworkProblem.jpg
APnetworkProblem.jpg800×233 71.2 KB

@Ubiquiti_Inc

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So the other two are working fine? Are you using the included power injector or an aftermarket piece? I’ve found, if you use the included poe injector then you need to unplug it and let it sit to completely drain the power out. this will then allow authentication to happen again. I ended up switching to aftermarket poe blocks to power mine. I have around 300 aps.

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The other two are working fine. I am using the included poe injector

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I know nothing of these AP but just to throw in a idea have you checked the data path to dhcp is allowed by this AP ?

i.e do the other AP`s and Firewall allow the New AP to pass traffic ?

sounds very much like there is a firewalling authentication issue

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I’ve had issues with Android before. Not to palce blame, but they can have issues with leases (DCHP wants to give them a new lease/IP and they tend to associate the network with the same old IP) Try giving them a static IP on the network and see if they authenticate. I’ve had success doing this.

In short, I think it is an android issue, not a DHCP/AP issue.

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IOS is my biggest offender not android. Android appears to be the only device that actually works. Everything else doesn’t work.

7

Hi

Just a quick question - are you using the Pro’s? Can you test the network via the second ethernet port to see if its just a wireless issue or issue with the AP.

@Ubiquiti_Inc

8

Interesting. I have the exact opposite scenario with the same APs. I would still try the static IP address. That will take away from the problems if it works/doesn’t work.

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Are you talking about testing the network from the injector or the ap?

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Try connecting to the AP with the android device. If it has already connected to the device, use the modify connection and set a static IP, if it is a new connection, set the Static IP of an address not used instead of using DHCP.

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Have you checked the event logs in the Unifi controller? Is the firmware on the APs up to date and are you using the latest version of the Controller software? Have you checked the cabling to that AP?

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  1. I can’t see anything in the logs that would indicate a problem

  2. Both the controller and the APs are on the latest firmware/software

  3. I have checked both the cable going to our switch and the cable running to our AP. I checked pin outs, length, and POE voltage (all checked out). I’ve used a different POE adapter to see if that helps, but it doesn’t.

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any chance its a Radio Interference Electrical Noise issue

installed any new equipment that maybe is causing RIEN ?

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No new installs within the last 4 months.

15

I would hazard a guess that something has changed in the area that AP is installed. Some device that is possibly using channel 5 and overlapping frequencies.

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Hi David,

Checking from a wired connection into the AP. Obviously you only have the second port on Pros and above.

@Ubiquiti_Inc

17

I do not have a second port on the AP, so I must not have a Pro.

18

As an update, on Shepherd’s suggestion I tried putting in an aftermarket POE injector. For the last 10 minutes or so the AP has started allowing traffic again and doesn’t appear to be getting any failed packets. I will update again when I get a larger sample size. Thank you to everyone who has commented so far.

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Good Luck

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20

Just an FYI in your screen shot the AP AdminArea2 is being thrashed by one of those clients. It only shows 3 connected clients but the bar in the TX 2G column is almost completely red, That is not a good thing,

It means one of those 3 clients is thrashing the AP and eating all of its TX capability. If that is the AP causing issues I would look into that.

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