What should do when receive a WiFi Aid alert email?

Zyxel_HsinBo · December 5

When you receive a WiFi Aid alert email from Zyxel Nebula, it means your wireless network may be experiencing client connection issues such as WiFi association failures, DHCP failures, or DNS failures. The alert will indicate the type of failure and the Access Point (AP) involved.
To investigate further, log in to Nebula, navigate to the WiFi Aid page under Site-wide > Monitor > WiFi Aid, and review the summarized connection failures across your APs.

Analyze the Issue

On the WiFi Aid page, you can identify which AP has the highest number of failed connection attempts.
Clicking the hyperlink in the “# Failed connections” column will take you to the Connection log (Site-wide > Clients > Connection log), where you can review all relevant association, authentication, disconnection, and DHCP logs in chronological order to assist with troubleshooting.

Possible Causes and What to Check

WiFi Connection Failures

Signal strength: Ensure the client has adequate signal; weak signals often lead to connection issues.
Channel interference: Review channel utilization and adjust to reduce interference.
Client driver: Ensure the client's WiFi card driver is updated to the latest firmware.
Wireless Health: Check Site-wide > Monitor > Access points > Wireless health for APs performing poorly.

DHCP Failures

DHCP server availability: Make sure the DHCP server is reachable and functioning.
IP address pool: Verify the pool is not exhausted.
VLAN configuration: Ensure VLAN settings are correct and the DHCP server can serve that VLAN.

DNS Failures

DNS server settings: Confirm DNS configuration is correct and reachable.
Network connectivity: Ensure devices can successfully reach the DNS server, it's suggested to configure the Google DNS 8.8.8.8, 8.8.4.4 for ensuring stable DNS resolution.

Note: Adjust Alert Settings

You can fine-tune WiFi Aid alert thresholds in NCC, including:

Number of events required to trigger an alert (up to 999)
Delay before an alert is generated (15/30 minutes or 1 hour)
Notification methods: Email, Mobile APP, or Both

By following these steps, you can effectively respond to WiFi Aid alerts, identify the root cause of wireless connection issues, and maintain a stable and reliable user experience.