NWA50AX no connection problem hk.

Hi @ALYJUAN,

Firstly, please check whether the affected clients' drivers have been updated to the latest version, as outdated drivers can sometimes cause roaming or connectivity issues.

To help us narrow down the root cause, could you please provide the following information?

1. What firmware is currently running on the affected devices?
2. Could you share your network topology (e.g., how the APs, switches, and router/gateway are connected)?
3. Are the affected APs running in standalone mode or managed via Nebula Control Center (NCC)? If managed via NCC, please enable Zyxel Support Access and share your organization/site name with us so we can take a closer look.
4. Is this issue concentrated in specific rooms, floors, buildings, or a particular batch of APs, or does it occur randomly across the entire property?
5. Can this issue be reliably reproduced? Roughly how often does it occur, and does it correlate with specific times (e.g., during peak periods)?
6. As you mentioned this issue only affects NWA50AX PRO units and randomly affects 1 out of 3 client devices in a room, rather than consistently blocking a specific brand/type of device, kindly share how you determined this (e.g., screen recordings, test methodology, or any error messages/logs you observed). Any AP or client logs showing errors at the time of the issue would also be very helpful.
7. If possible, could you share the MAC of the affected client devices?
8. Clarification on "MAC address is disabled" – Are you referring to the MAC Filter profile configuration in the SSID settings?

This information will help us better understand the situation and determine the next troubleshooting steps. Thank you for your cooperation!

Hi @ALYJUAN,

Thank you for providing the details. After reviewing the video, we noticed something that seems different from your description:

It appears that the device was initially using its own fixed MAC (“Cihaz”) and had working internet access. After switching to a random MAC (“Rastgele”), the internet connection was lost, and upon reconnecting, the device was redirected to the captive portal login page.

Could you please confirm whether this is what you intended to show and clarify the sequence of events in the video? Specifically:

1. Was the device connected to the SSID and able to access the internet normally using its original MAC before switching to a random MAC? Did the disconnection occur immediately after the switch?
2. Was captive portal re-authentication required only after switching to the random MAC, or does the same behavior also occur when using the original MAC address?

Hi @ALYJUAN,

Thank you for your patience. After review, we found that Captive Portal is not enabled in the AP's SSID settings, and the NWA50AX PRO does not support Captive Portal either. Based on this, we believe the Captive Portal is being enforced by your MikroTik device rather than the AP.

Looking at the disconnection log pattern together with the symptoms you described (no internet access; switching the mobile device to a random MAC, after which the device connects to the internet and is redirected to the portal login page), we suspect the issue may be related to re-authentication timing. In this scenario, when the re-authentication timer expires, the router/gateway might fail to send the re-authentication request to the client, causing the authentication session to expire and traffic to be blocked. It is also possible that the client actively disconnects from the AP on its own when there is no internet access, which can vary depending on the client's chipset/OS behavior.

To help narrow down the root cause, could you temporarily disable the Captive Portal-related settings on the MikroTik and see if the issue still occurs?

We appreciate your cooperation!

Hi @ALYJUAN,

We understand that fully disabling the Captive Portal on your Mikrotik device may not be feasible in your scenario. As an alternative way to help narrow down the issue, we'd like to suggest the following:

While we're not familiar with the specific configuration options on Mikrotik routers, gateway/firewall devices in general tend to apply captive portal authentication to a specific interface or VLAN. Since each SSID on the AP maps to a corresponding VLAN/interface on your network, could you check whether your Mikrotik device has a similar setting – specifically, which interface/VLAN the Captive Portal is currently applied to – and then create an additional test SSID on the NWA50AX that's mapped to a different VLAN/interface outside that scope?

You could then connect test clients to this new SSID and see if the same issue still occurs, without impacting your existing guest-facing SSID.

We appreciate your cooperation and look forward to hearing how the test goes.