NWA50AX - after some time of use (several hours) is not responding (wifi disappears etc ...

pk73

NWA50AX - after some time of use (several hours) AP is not responding (wifi disappears etc ...). After reboot (power OFF/ON) is working 1+ hour and the situation repeats itself. Firmware is latest - V6.29(ABYW.1). I tried working AP in standalone and in nebula mode and result is the same.... In log's nothing specials happenings...

Zyxel_Kay

Hi @pk73

 

There could be several reasons why your access point is not broadcasting its SSID. Here are some troubleshooting steps you can try: 

1. Go to Nebula CC >> Access point >> Monitor >> Access points and check if the configuration status is up to date. 
   
   

2. Verify that the features configured on your access point are supported by the NWA50AX. You can refer to the device function table at Nebula CC >> Device function table >> SB Access point to check for supported features. Please note that the SSID may be turned off if non-supported features marked with "!" are applied to the NWA50AX. 
   

If none of these steps help, please enable Zyxel support at Nebula CC >> Help center >> Support request and provide us with your organization/site name so we can investigate further.

For more clearly identify your issue, please kindly provide us your network topology, the time that the issue occurred, what is configured/changed before the event, AP’s firmware version and AP LED status at the time of the problem. Thanks!  

  

Kay 

pk73

thx for answer. i enable Help center >> Support request - but as i wrote after couple hour AP is rebooting and not responding (led turn green but AP wifi is not visible and AP is down from nebula and local network until I power off and on )....

Zyxel_Kay

Hi @pk73

 

Thanks for enabling Zyxel support! 

 

As monitoring your device from yesterday, it is working normally so far, we would greatly appreciate your assistance in gathering more information about the problem that you are experiencing. In order to do this, we would like to request that you use the diagnostic function on your device if the problem reoccurs next time. 

 

Could you please help us by collecting a diagnostic file and send to us through private message from the local GUI >> Maintenance >> Diagnostic when the problem reoccurs again before performing a "cold start" (power off/on)? This will allow us to gather more detailed information that may help us identify the root cause of the problem. 

 

Kay 

pk73

Strangly is working so far ;-)  As soon as the problem recurs I will do as suggested - thanks for your help

pk73

at ~9.40 my local time (gmt+1) AP is crash/disapir - is not responding and I not know how to reach is local GUI??? (led is green but wifi is not visible - AP IP is not reachable anymore .... - so how to gather diagnostic date - without cold restart (power OFF-ON)????

Zyxel_Kay

Hi @pk73

 

To troubleshoot your issue, we suggest trying to connect a PC to your router with a wired connection and downloading the diagnostic file through the local IP of the AP. If AP’s IP address can’t be found in the router DHCP table, you can try installing the ZON utility on your PC to locate your Zyxel device and access the local IP of the AP. If AP can be found on ZON but the IP address is 0.0.0.0, you may use ZON to configure static IP which is in the same subnet of your PC.  

 

If these methods do not work, please provide us with a video recording of the current condition of your AP and send it to us via private message. We appreciate your assistance in resolving this issue. Thank you! 

 

Kay  

pk73

i send you zip'ed video of my AP - i have not luck to connect to my AP (direct connect to ap with lan cable) and use zon utility...

pk73

Zyxel_Kay

Hi @pk73, 

 

It appears that the recurring issues with your AP are likely due to a hardware problem. To resolve this, we recommend reaching out to your vendor to initiate the RMA process. Thank you!  

 

Kay