iPhone 17 (x2) showing offline after roaming between Smart Mesh AP's

Alan_Twigg1951

I have 2 x NWA50AX in smart mesh mode, Managed by Nebula, I have noticed that my iPhone 17 devices show as offline in Nebula after roaming between the 2 x AP's and never come back as "online".

Event log shows that roaming is taking place, but the iphone17's never show as "Online" again. The iphones are still working normally. I have 2 x SSID's and no other wifi AP, only the 2 x NWA50AX devices, firmware and ios are at the latest level for the AP's and the iPhones.

iPhones have FIXED private Wi-Fi address. Data services have been turned off during testing of this issue. Internet speed for the iPhones is unaffected, Im getting the max download speed that my broadband provider has allocated ( BT - VDSL ).

Turning off/on wifi on the iPhone devices fixes the issue for a short while.

Smart Steering is enabled, all Advanced settings are at default.

Apart from the iPhones not being displayed in the Nebula Cloud, nothing else appears affected! These are the only devices that are exhibiting this issue, I have a mix of iPad's , , smart plugs and Alexa and IOT devices.

Any help or advice appreciated.

Alan

Alan_Twigg1951

Dont bother pursuing this issue, if indeed you were going to, I have abandoned zyxel mesh and AP's

not happy with them and nebula is very poor.

Zyxel_Melen

Hi @Alan_Twigg1951

Since the client page information is not real-time updated, you issue could be because the connected status hasn't update to Nebula.

Could you help to check:

1. Current stations table to find if this iPhone is connected. You can find this feature in Device > AP > (One of your AP) > Live Tool > Current stations.
2. Wait for 5 minutes and check the client page again to see if the connection status is updated.

If the issue remains, please help to keep the issue and enable Zyxel support access for us to check. Also, please share your organization's name.

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

Alan_Twigg1951

Hi Melen, yes the problem is still occurring, I have enabled admin access for you.

Client (iphone 17) roams from root AP to Mesh Repeater which shows in the clients event log, the current stations live tool for the root AP shows the client still connected to the root AP, after 15 mins or so the client is no longer present on the root AP, the client event log states its roamed to the repeater AP, however the client doesn't show up on the repeater AP current stations live tool, or any client list/display. It only shows as offline on the root AP, client display.

I have the exact same issue with another iPhone 17 as well.

Best Regards

Alan

Org Name: Alan_Twigg_Zyxel , iphone 17 mac: 0A:1B:A1:9E:CC:93

Alan_Twigg1951

Dont bother pursuing this issue, if indeed you were going to, I have abandoned zyxel mesh and AP's

not happy with them and nebula is very poor.

Zyxel_Melen

Hi @Alan_Twigg1951

Thank you for letting us know, and I'm sorry to hear that your experience with the Zyxel mesh/AP setup and Nebula didn't work out — that's valuable feedback for us.

Even though you've moved away from the product, we'll continue investigating this issue on our end, as it may help us improve things for other users.

Thanks again for your time and patience throughout this process.