Some devices lose connection after ~24h

Ben434
Ben434 Posts: 12  Freshman Member
First Comment Friend Collector Third Anniversary
edited April 2021 in Security

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

Accepted Solution

All Replies

  • Zyxel_Jerry
    Zyxel_Jerry Posts: 1,324  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 50 Answers 1000 Comments

    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
    Ben434 Posts: 12  Freshman Member
    First Comment Friend Collector Third Anniversary

    Hi @Zyxel_Jerry,

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

    Thanks!

    B

  • Zyxel_Jerry
    Zyxel_Jerry Posts: 1,324  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 50 Answers 1000 Comments

    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 

    collect diagnose info.png

    It will take 5~10 minutes to collect

    After done the the collection 

    complete to collect diagnose info.png

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

    download diagnose info.png


  • Ben434
    Ben434 Posts: 12  Freshman Member
    First Comment Friend Collector Third Anniversary

    sent, thanks @Zyxel_Jerry

  • Zyxel_Jerry
    Zyxel_Jerry Posts: 1,324  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 50 Answers 1000 Comments

    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
    Ben434 Posts: 12  Freshman Member
    First Comment Friend Collector Third Anniversary

    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

  • Ben434
    Ben434 Posts: 12  Freshman Member
    First Comment Friend Collector Third Anniversary
    Thanks @Zyxel_Jerry - nevermind, I had to switch to another (Free BSD) router meanwhile. Thanks for your assistance nevertheless! 
  • Zyxel_Jerry
    Zyxel_Jerry Posts: 1,324  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 50 Answers 1000 Comments

    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


     

     

     


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