Some devices lose connection after ~24h

Ben434

Dear all,

quick question: I have connected a few devices ~10 on network which is served by an USG60W. Some via cable, some on WiFi. Lately a few of the WiFi devices tend to loose their connection (laptops and security cams) after ~24h and I need to restart the router to have them connect again. It is always the same devices, the others work just fine. Yet the devices themselves work fine on other WiFi networks - did test that already.

Any ideas how to debug or even resolve this issue?

Thanks!

B

Zyxel_Jerry

Hi @Ben434

After check the diagnose info, we’ve found out there is some disassociation log on it.

 We’ll checking what may go wrong in this.

Zyxel_Jerry

Hi @Ben434

What firmware are you current using?

Is the Wi-Fi provided by built-in AP or it has an external AP on it?

Ben434

Hi @Zyxel_Jerry,

internal AP - WiFi is provided by the USG60W. Firmware version: V4.35(AAKZ.3)

Thanks!

B

Zyxel_Jerry

Hi @Ben434

Can you collect the diagnose info and provide the station MAC address connect to USG60w and private message to us?

Here is the step to collect diagnose info

Go to Maintenance > Diagnostic > Diagnostics > Collect > click Collect now 

It will take 5~10 minutes to collect

After done the the collection 

Go to Maintenance > Diagnostic > Diagnostics > Files to download the files and private message for us.

Ben434

sent, thanks @Zyxel_Jerry

Zyxel_Jerry

Hi @Ben434

The MAC address you provide for us is the built-in AP MAC address,

Can you provide the MAC address on laptops and security cams?

Your previous message has mentioned ”Lately a few of the WiFi devices tend to loose their connection”

Can you draw related location of these device? Where are these device, is it far or near USG60W?

Can you describe how to test the devices themselves work fine on other WiFi networks ?.

After checked the diagnose info some of the connection root cause is the idle timeout, but there are also some device successfully connecting, can you describe more specific about which device is still connect and which device lose their connection?

Can you try to use application “inSSIDer” to check the details about your Wifi access points?

If you have any concern to share the details information on forum, you can send these message via private message.

 

 

Ben434

Hi @Zyxel_Jerry,

thanks for getting back - here's me answers:

>Can you provide the MAC address on laptops and security cams?

Sent in PM.

>Can you draw related location of these device? Where are these device,

>is it far or near USG60W?

All devices are within 15m of the USG60W.

>Can you describe how to test the devices themselves work fine on other WiFi networks ?.

I have a second router as a backup. I created a WiFi with that too, using the second WAN connection we have. I. e. a completely independent setting - all devices work without any disconnects on that network.

>After checked the diagnose info some of the connection root cause is the idle timeout, but >there are also some device successfully connecting, can you describe more specific about >which device is still connect and which device lose their connection?

Sure, some devices are connected via cable and are on all the time - our servers. Some of the laptops (MacBook Air) work fine all the time on the Wifi too. Specifically four types of devices get disconnected and cannot reconnect until the router is rebooted: IPad tablet, Iphone and DLink security cams - the cams being 'on' all the time obviously. ;) Also one Linux based laptop has this issue.

>Can you try to use application “inSSIDer” to check the details about your Wifi access points?

Sent screenshot.

>If you have any concern to share the details information on forum, you can send these >message via private message.

 Yes, sent - thx!

B

Zyxel_Jerry

Hi @Ben434

After check the diagnose info, we’ve found out there is some disassociation log on it.

 We’ll checking what may go wrong in this.

Ben434

Thanks @Zyxel_Jerry - nevermind, I had to switch to another (Free BSD) router meanwhile. Thanks for your assistance nevertheless! 

Zyxel_Jerry

Hi @Ben434

One of your disconnected device is laptop, if the laptop is using windows, can you start cmd.exe and type the command below when the issue happened?

Type “ ipconfig/all |find “Lease”   “to check the current DHCP lease time

 And try to renew the lease time on the client

Type “ ipconfig/release |ipconfig/renew “, then type “ ipconfig/all |find “Lease”  to check the status again and try to check if the laptop can get the IP address from USG60W.

 

If the laptop is based on linux, you can type command  “sudo dhclient -v -r eth0” to renew the lease time.

To clarify the issue, can you help to provide your configuration file via private message?
Here is the example of how to download the current config on the device.
Go to Maintenance > File Manager > Configuration File > select the startup.config.conf  > click download