Macbook and iPhone disconnects - NWA50AX

torfkop

Good morning everyone,

I have a couple of NWA50AX and always have trouble with Macbooks and iPhones. I have a lot of disconnects even though I'm pretty close to the AP. All other devices: Windows, Android and large amount of Shelly devices do not have that problem. Any idea if there are any settings that would help me? What kind of logs would help to determine the issue?

Firmware is: V7.10(1)

Zyxel_Melen

Hi @torfkop,

Please help to answer these questions so we can better clarify your issue:

1. What's your iPhone and Macbook's OS version?
2. Please check if the event log shows "blocked by key handshake failed", if so, please reference this FAQ first.
   
   https://community.zyxel.com/en/discussion/17829/what-does-the-blocked-by-key-handshake-fail-log-mean-and-how-to-resolve-the-issue
3. If the devices still failed to connect, please help to collect AP's diagnostic file so we can check further.
   https://community.zyxel.com/en/discussion/18869/how-to-collect-the-standalone-ap-diagnostic-info-by-gui

torfkop

Hi Melen,
thanks a lot for the guidance.
I have created the log files and checked the settings.

So from here it looks ok what I can see. I'm sitting two meters without walls next to the AP and still have massive amount of disconnects.

Mac OS version: 15.5 (24F74)
iPhone SE version: 18.5

Thanks a lot for your help

Zyxel_Melen

Hi @torfkop,

Thanks for the update. I have downloaded the diagnostic file and removed it from your reply. We will check it and update you once we have further investigation.

Zyxel_Melen

Hi @torfkop,

After checking, we noticed that the client disconnect due to reason 23, which is 802.1X auth fail. And also found station disconnect detailed logs with 802.1X fail in deeper file.

Before we check further, I want to ensure that if all of your AP are using the same security option? In this AP is WP2-PSK. Please help to check this since I found there are other APs using the same SSID name. You will need to set the same security option and password in this scenario, which called roaming, or your device will disconnect since it store the SSID connection info that doesn't match with this AP.

torfkop

Thanks Melen. I have checked the APs and the settings are always the same:

In addition to these APs, I've got two NBG7510. There I cannot see detailed settings but wpa2 and password are the same.

Zyxel_Melen

Hi @torfkop

Thanks for the update. We have checked this issue and would like to recommend:

1. Please try rebooting the iPhone SE and MacBook.
2. Delete the WiFi profile on iPhone SE and MacBook and reconnect.
3. If above not help, please delete the SSID profile & security option on NWA50AX and create again. Please create a different SSID name for testing.
4. Change the 5G radio to channel 40.
5. If the issue still exists, please help to collect the diagnostic file again.

torfkop

Thanks Melen. I will do the testings during the week. To make troubleshooting a bit easier I have connected the access points into Nebula Cloud.

Zyxel_Melen

Hi @torfkop,

Thanks for your update~

In addition, please help to enable the Zyxel support access so we can check the event log once you updat.

https://community.zyxel.com/en/discussion/14234/nebula-how-to-turn-on-zyxel-support-access