NWA50AX no connection problem hk.

Options
2

All Replies

  • Zyxel_Tina
    Zyxel_Tina Posts: 1,047
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 250 Answers 1000 Comments
    image  Zyxel Employee
    edited September 15
    Options

    Hi @ALYJUAN,

    Thank you for your continued patience and update!

    Firstly, please allow us to clarify that in this network architecture, the SSID uses Open security, while the Captive Portal and Internet access control are handled by the MikroTik router/gateway. The AP mainly acts as a Layer 2 forwarder.

    The typical flow is as follows:

    Client connects to the AP and obtains an IP address ➔

    Client sends a CNA/connectivity check request ➔

    MikroTik identifies the client as unauthenticated and returns an HTTP 301/302 redirect ➔

    AP transparently forwards the redirect to the client ➔

    Client opens the CNA/mini-browser and displays the Captive Portal ➔

    After authentication, MikroTik allows Internet access.

    Also, after discussing with our team, we kindly ask your help to clarify a few more details with the following to help us further isolate the root cause.

    1. Clarification of Symptoms
    Could you please double confirm the sequence of events when the issue occurs? Specifically: does the client initially authenticate successfully and have normal internet access, and then, after roaming to a different AP, remain connected to the WiFi but lose internet access?

     

    2. Isolation Tests
    If the above sequence is accurate, please further perform the following tests:

    Step A – When the issue occurs, without changing the MAC address or rebooting the AP: try browsing to a plain HTTP website (e.g., http://neverssl.com) on the affected client, and observe whether the router automatically redirects the browser to the Captive Portal page. If possible, a packet capture on the switch and router side during this step would be extremely helpful, to confirm whether the HTTP request even reaches the router, and whether the router sends back an HTTP 301/302 redirect.

    Step B – Next, If the client did not being redirected to the auth page, manually navigate directly to the MikroTik Captive Portal login page and complete authentication. Please let us know whether internet access resumes afterward.

    Step C – Using a new client device (or an existing client after forgetting the network and reconnecting), confirm that the Captive Portal appears as expected and that internet access works normally after authentication when connecting to the same AP. This establishes what the normal connection flow looks like. 

    The above may help us understand where the issue lies.

     

    3. Remote Investigation Request
    We noticed that Zyxel Support Access for your organization is currently disabled. Could you please help re-enable it? Additionally, would it be possible to keep an environment where the issue is occurring available for our team to inspect remotely? If you're able to provide remote access (e.g., via AnyDesk or TeamViewer) to an NWA50AX PRO unit where the issue can be observed, please share the connection details with us via private message. This would allow us to perform live diagnostics and gather more specific data.

    We appreciate your cooperation.

    Zyxel Tina

  • ALYJUAN
    ALYJUAN Posts: 15
    First Comment
    image  Freshman Member
    Options

    Hello again,

    When testing scenario #2, there are no logs or communication issues. The problem occurs at a specific access point during roaming; the connection recovers as you walk to the next room, but the issue reappears if you return to the previous location.

    My NWA50AX Pro units are now running in AC mode on the 5GHz band, and the problem is resolved; there are no longer any complaints. It is 99% certain that the issue with AX mode is firmware-related. I am currently using AX mode for 2.4GHz and AC mode for 5GHz.

  • ALYJUAN
    ALYJUAN Posts: 15
    First Comment
    image  Freshman Member
    Options

    I enabled remote support so you could connect and take a look. However, I have already identified the problem. I do not want to open the AX unit again and run into issues; 1,200 people connect to my network—this is my business, not a test environment. If you release new firmware addressing this issue, I would be willing to try again.

  • Zyxel_Tina
    Zyxel_Tina Posts: 1,047
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 250 Answers 1000 Comments
    image  Zyxel Employee
    Options

    Hi @ALYJUAN,

    Thank you for the update.

    We would like to clarify: on our side, we set up two NWA50AX PRO units with the same configuration as yours (Open security SSID, with a firewall handling Captive Portal/Internet access control per client VLAN). We connected clients to the first AP, completed the portal authentication, and confirmed internet access worked normally. We then had the client roam to the second AP, and internet access remained working as expected. So far, we have not been able to reproduce the issue in our environment.

    Given this, in order to identify the actual root cause, we would need to observe the issue happening live – which means having an environment where the issue is still reproducible, so our team could remotely check things like client traffic and interface status on the affected device to see where the connection gets stuck.

    We understand this is not a small ask given it's your live production network – if there is ever a chance to set aside even a small test area in AX mode for us to observe, we would really appreciate it, but of course this is entirely up to you.

    In the meantime, here is what we will do on our end:

    • Keep running the test for the next 1-2 weeks, since this appears to be an intermittent issue that may take some time to naturally reproduce.
    • Also check whether any other cases with similar symptoms have been reported recently, and continue troubleshooting in any environment where is able to provide live debugging.

    Thank you again for all your help and patience throughout this investigation!

    Zyxel Tina

  • ALYJUAN
    ALYJUAN Posts: 15
    First Comment
    image  Freshman Member
    Options

    I have 270 access points; previously, this issue occurred every 2–3 days—meaning it was an infrequent problem. The issue disappeared once I switched the 5 GHz band to 'ac' mode. When the problem occurred, the device wouldn't send logs and would display a "no internet" warning; consequently, we couldn't capture any records via Nebula or the MikroTik device at the time of the incident. Nevertheless, I haven't encountered this issue since making that change, and this improvement has also been reflected positively in our Wi-Fi satisfaction surveys. :)

  • Hellthom
    Hellthom Posts: 2
    First Comment
    image  Freshman Member
    Options

    I'm quite sure this also affects the non-pro model. Have done the same change, and Apple devices no longer drop out. This is a small home install with only two APs. Prevoiously I would get connectivity isdsues on an IpiPhone at least twice a faday, for about five minutes, while androAndroid devices would just keep on working.

  • Zyxel_Tina
    Zyxel_Tina Posts: 1,047
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 250 Answers 1000 Comments
    image  Zyxel Employee
    Options

    Hi @ALYJUAN ,

    Thank you for your update. We're glad to hear the issue has not occurred since the adjustment. We truly appreciate all the information and testing you've provided throughout this case.

    We will continue our investigation on our side, and will follow up if there is any new finding to share.

    Hi @Hellthom ,

    Thank you for sharing your experience. We'd like to look into your case properly, but at this point we can't confirm that it is the same issue as the one reported in this thread. In the original case, the problem occurred randomly across different clients, including Android devices, rather than being limited to iPhones.

    To avoid mixing two potentially different issues, could you please create a new post and share the following details there?

    1. The exact model name of the AP(s) you are using and the firmware version
    2. Whether the AP is in standalone mode or managed via Nebula
    3. The symptom: do the affected clients stay connected to Wi-Fi but show "no internet", or does the Wi-Fi connection drop completely?
    4. The affected clients model and OS version
    5. Your network topology and the device settings

    Once we have this information, we'll be able to look into your case more closely. Thank you!

    Zyxel Tina

  • ALYJUAN
    ALYJUAN Posts: 15
    First Comment
    image  Freshman Member
    Options

    You can find all the information you need on the first page. I never said this issue was exclusive to iPhones; please do not confuse the issues. As you can see in the file I attached to the first page, the device in the video is an Oppo running Android 16. The issue is the same on iPhones running iOS versions 26–27. The problem does not stem from the connected device itself. The access points I am having trouble with are the NWA50AX PROV7.12(ACGE.0) models. Please let’s keep the discussion in this thread; I will not be repeating the same points over and over.

  • ALYJUAN
    ALYJUAN Posts: 15
    First Comment
    image  Freshman Member
    Options

    The devices are connected to the network, but it says there is no internet.

    And my entire system runs via Nebula.

  • Zyxel_Tina
    Zyxel_Tina Posts: 1,047
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 250 Answers 1000 Comments
    image  Zyxel Employee
    Options

    Hi @ALYJUAN,

    Just wanted to clarify that he second part of the response above was actually meant for another user, Hellthom, regarding their comment. Hopefully, this avoids any misunderstanding!

    Zyxel Tina

Categories

Wireless Help Center

EnglishTiếng ViệtРусскийไทย中文（台灣）