Random WiFi connection issues with Apple devices

GiuseppeR

Hello everyone,

sometimes I have some random issues mainly with Facebook/TikTok social videos playing: it happens that the customers tell me that they see the WiFi logo with medium/full power but also the spinning wheel. When they try to check the WiFi connection they see that also other apps on that device are not loading properly.

Some moments later the connection came back working properly, apparently no offline alert via firewall/security routers. Of course I cannot verify the exact moment because these are customer reports and they do not monitor the connection pinging 8.8.8.8 constantly.

Anyone having issues with Apple devices like iPhones/MacBooks?

Zyxel_Melen

Hi @GiuseppeR

Could you check if there are any logs related to roaming? In our office, the iPhone user didn't encounter this issue; the video is playing smoothly. Based on the description, I want to check if there has any roaming process.

GiuseppeR

Hi @Zyxel_Melen

in a specific ORG I had the iPhone almost in front of an AP installed on the wall:

In some other cases it is probably related on roaming from an AP to another one, but I'm used to set these parameters:

I see no other suggestions about settings on Zyxel documentation.

Am I missing something?

Where can I check the logs regarding roaming on Nebula and on-premise?

Zyxel_Melen

Hi @GiuseppeR

If you have set the roaming configuration, this issue might relate with other part. Please note that I ask to check the roaming is because we have less info for this case, and want to clarify if the issue happened when the client is process roaming.

You can find the roaming logs in the event log.

Here are the logs for you to reference:

1.STA roamed, MAC:E8:B1:FC:XX:XX:XX, From:AP03_SLS, To:AP01_CS0_NWA130BE, SSID:XXXX_5G.

2.Station: fc:31:5d:XX:XX:XX disconnected by Intra Roaming on Channel: 48, SSID: XXXX_5G, 5GHz, Signal: -86dBm, Download/Upload: 69.61MB/4.79MB, reason 5, Interface: wlan-2-5

GiuseppeR

Hi @Zyxel_Melen

I'm going to check that, thanks a lot.

Happy New Year 😎