Access Point offline after a few minutes

daniel_maldet
daniel_maldet Posts: 5  Freshman Member
First Comment
in Nebula

I have a client that has a WAX610D connected to a XS1930-12HP switch. I have the switch port set as a trunk with VLAN 1 and VLAN 100 tagged on the port. I'm using Nebula and have the access point configured with the SSID and assigned to VLAN 100. I can get the access point to broadcast the SSID and connect to it for a few minutes. After that, the access point flashes green and amber and is offline in Nebula. It also stops broadcasting the SSID that I configured and instead broadcasts a ZyMesh_AP_"mac address" SSID. I checked the logs and there is something about losing connection with the gateway.

Accepted Solution

  • Zyxel_Judy
    Zyxel_Judy Posts: 1,627  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula
    Answer ✓

    HI @daniel_maldet ,

    It appears there is a VLAN misconfiguration, which is preventing the AP from obtaining an IP address and causing it to go offline in Nebula.

    To resolve the issue, please follow these steps to correctly configure your switch port, AP, and SSID:

    • Switch ports connecting to the WAX610D and the uplink/ gateway: Set to VLAN trunking, remove all VLAN and PVID setting, keep only VLAN 1 and the PVID change to 1.
    • WAX610D: Set the Management VLAN ID to 1 (instead of 100 as previously configured).
    image.png

    SSID: Assign a VLAN ID of 100, 200, or another appropriate value (not 1 as previously configured).

    image.png

    Judy

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All Replies

  • Zyxel_Judy
    Zyxel_Judy Posts: 1,627  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula

    Hi @daniel_maldet ,

    You can follow the article to check the reason that led to the AP going offline on Nebula.

    How to check the Cloud Control Status when AP is offline on Nebula? — Zyxel Community

    If you've followed the above recommendation and the issue persists, please enable Zyxel support.

    Additionally, please provide us with the name of your Nebula organization/site here or via the private message by clinking to my account > Message.

    Judy

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  • daniel_maldet
    daniel_maldet Posts: 5  Freshman Member
    First Comment

    I am unable to resolve the issue and have enabled support. The access point is online now and is transmitting untagged data. I have the switch port untagged on VLAN100. I'm now able to connect to the switch and get an IP address. If I enable the switch port to tagged and set the port as a trunk and then change the VLAN in the access point setting to 100, I can connect to the wireless network for about one minute before the access point stops broadcasting the SSID.

  • Zyxel_Judy
    Zyxel_Judy Posts: 1,627  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula

    Hi Daniel,

    We were unable to locate an organization named "Saint Marks Episcopal Church."

    Could you please verify the organization and site name and share the correct details with us? They look like below.

    image.png

    Judy

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  • Zyxel_Judy
    Zyxel_Judy Posts: 1,627  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula

    Hi there,

    Thank for your org and site name via the private message.

    After reviewing your site, we found multiple logs indicating a "Nebula connection failed" with the reason "gateway unreachable." Please check and try changing the Ethernet cable connecting the AP to the gateway device, as well as the gateway (switch) port the AP is connected to.

    If, after switching to a certified cable and port, the AP remains offline, please provide us with remote session details (Anydesk, TeamViewer credentials) and your available time. We can assist by remotely checking the issue directly.

    Judy

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  • daniel_maldet
    daniel_maldet Posts: 5  Freshman Member
    First Comment
    edited October 16

    Thank you for checking on this. The switch that the access point connects into is a long distance from the gateway and it would not be possible to replace the cables. The switch is working fine with other devices connected to it. I'm also able to have the access point work under certain conditions.

    It works when I disable trunking of the switch port connected to the access port and set the VLAN of the port to 200. Under VLAN 200 on the switch, I set it to not tagging. The access point will go online and work in the IP range for VLAN 200. That would work but I have another VLAN that I also want to broadcast.

    If I enable trunking for the switch port, set the switch port VLAN to 1 and enable tagging of VLAN 200, the access point will work properly for about 30 seconds. It will then stop broadcasting the SSID and go offline. With that information, how would you like to proceed? I can configure so that it will work as mentioned and can then give you access.

  • Zyxel_Judy
    Zyxel_Judy Posts: 1,627  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula
    Answer ✓

    HI @daniel_maldet ,

    It appears there is a VLAN misconfiguration, which is preventing the AP from obtaining an IP address and causing it to go offline in Nebula.

    To resolve the issue, please follow these steps to correctly configure your switch port, AP, and SSID:

    • Switch ports connecting to the WAX610D and the uplink/ gateway: Set to VLAN trunking, remove all VLAN and PVID setting, keep only VLAN 1 and the PVID change to 1.
    • WAX610D: Set the Management VLAN ID to 1 (instead of 100 as previously configured).
    image.png

    SSID: Assign a VLAN ID of 100, 200, or another appropriate value (not 1 as previously configured).

    image.png

    Judy

    Untitled Image

    See how you've made an impact in Zyxel Community this year! https://bit.ly/Your2024Moments_Community

  • daniel_maldet
    daniel_maldet Posts: 5  Freshman Member
    First Comment

    I reset the access point and made the configuration per your recommendations. It is now working with two VLANs. The IP address of the access point is set to 192.168.1 20. The two VLANs are 10.230.1.x and 10.230.3.x. The access point is not connecting to Nebula because it's showing the internet can't connect because of no gateway.

  • Zyxel_Judy
    Zyxel_Judy Posts: 1,627  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula

    Hi there,

    In case it is impossible to change the Ethernet cable connecting the AP to the gateway device, please change the port on the gateway (switch) port the AP is connected to and test again.

    In case changing the connected port, the WAX610D online on Nebula, could you clarify a few details?

    • Are you referring to the WAX610D being managed in standalone mode and broadcasting an SSID?
    • How is the WAX610D receiving the IP address 192.168.1.20? Is it assigned via DHCP or set as a static IP by you?
    • Does the switch's uplink device (router/firewall, etc.) have the necessary interface and gateway for the 192.168.1.20?

    You also can provide the remote session for us to check the offline AP issue.

    Judy

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