Losing access to network

[Craig-Lyndes]

Case # 4639380148

3 weeks in.

After 3 access point failures I have requested escalation.  Front line tech is very professional, but it is like starting over from scratch every time when the failures are a week apart.  There is no sign of a solution.

Craig Lyndes

St Albans City School

[gglater]

Craig:

Thank you for sending me the private message.  I have replied to you there.

--glen

[ISoliman]

After checking all the comments and checking my customers that stopped having this issue i might have found a workaround, from most of the comments it is mentioned that using b/g only solves the issue, with my customers i'm still using N/b/g and it is working fine with firmware 5.5.3.x  so the reason might be because i have enabled "band steering" under the VSC, this way all the apple devices will connect to the 1st Radio which is N/a and the other clients will connect normally to the 2nd radio without any disconnection, this is the reason i'm not facing this issue with my customers anymore, after enabling band steering feature (while troubleshooting long time ago) it seems everything works fine, but didn't notice that this option helps till i read all the comments in this post and found the only reason for this to work with me is this feature, in all the sites the users use Iphones and IPADs along with the normal laptops and working fine no reported issue for long time.

Can anybody enable "band steering" and monitor the status please and let us know ? not sure if MAC laptops support 5 GHZ also but since the IPhones and the IPADs support that it should work.

[sjordet]

Isoliman: At least some of us with this problem are using mainly MSM410's, which only has one radio :(

Otherwise interesting observation :)

[ISoliman]

with the 410 yeah it is an issue and this won't work :( try to disable the N options like the short guard use long guard) and channel bonding and see if it helps, this is just for testing i didn't try that.

[Sk33t3r]

PLEASE RESTART "RADIUS" SERVICE ON THE RADIUS SERVER! IF IT FAILS AGAIN, TRY DISABLING AND FAILING OVER TO SECONDARY RADIUS SERVER FOR AUTHENTICATION. IF YOU DON'T DISABLE PRIMARY AND CHANGE TO THE SECONDARY YOU WILL HAVE SERIUS AUTH ISSUES UNTIL YOU DO SO.

SKEETER

[Stoffe]

Hi,

I have to MSM410 in autonomus mode that loose connectivity as mentioned in this thread. Good signal strenght and the clients seems to still be connected but with no network access. Happy  I found this thread becuase I have put down som e blood sweet and tears over this issue. I have registred a case with HP today, case #4639953760, I really appriciate the quick response I got from HP the answered the same day!

I will let you know If I find anything interesting from the HP support

Cheers!

Stoffe

[Chris_White]

I've had exactly the same issue here since installing a new HP wifi network last november - every few days one AP in particular would stop passing traffic, only a reboot would solve it temporarily.

After much dealing with tech support, and trying new not-yet-published SW versions including 5.7.0.2-f35-MSM765-B11107.cim (which didnt work) ,

I finally upgraded to 5.7.0.2-dc6-msm765-b11280.cim which according to their tech has more MSM430 fixes, and they also replaced the faulty AP as I was getting fed up.

Over a week now and its looking good.

wish I could tell you exactly which of these fixed it, but hopefully can save you guys some hassle. Will keep you informed if anything develops!

Chris

[wirelessjohn]

I have a different issue but i have been told 5.7.0.2-dc6 has fixes for this issue, contact HP support to see if you can get this build and try it out

There is also a newer build out there 5.7.0.2-dc8

[Davy Priem]

This week 5.7.0.3 will be officialy released and it should fix the issue.

[wirelessjohn]

I wouldnt hold your breath with 5.7.0.3

yet more bugs :(

[Techno_Bl]

Where can 5.7.3 be found ? It isnt yet available in the software section of HP site...

Any ETA on the release ? We have been having this network firmware issue and every week we must reboot the APs....

Thanks

[JesseR]

5.7.0.3 is not yet a public release.  if you have problems with your current firmware, you should probably contact HP support and see if new firmware versions (not yet released) address your specific problem you are experiencing.  Unfortunately HP doesn't tell customers when they are releasing new code, nor do they give ETAs.   They just leave you in the dark.   There hasn't been a public code release for 5.7.0.x in 6 months now --- rather frustrating!!

J

[SeaGreenSteve]

I talked to HP support a month ago and they admitted there were problems with 5.7.0.x . They sent me 5.5.4 which they said was a much more stable version. With 5.7 we were experiencing a lot of "hangs" with our MSM410 APs - the unit would be functioning but users could not connect. This has disappeared since we went to 5.5.4 .

[Scott Farrand]

I can say that 5.5.3 doesn't play consistently nice on 765zl's and a mix of 317's, 422's and 460's... I tried 554 and had issues with some of my vsc's not playing nice... I'm contemplating a move up to 5.7.0.3... but trying to figure out how I can do it without completey busting my team if it doesn't work right...

Think I'll break the team, and then upgrade one, test it with some of my ap's to make sure it works "as expected" and then re-team under 5.7.0.3...

*sigh*

[Davy Priem]

I upgraded from 5.7.0.1 to 5.7.0.3 and for now everything seems to work. Off course, it's still early for complaints.

[Evan_ISS]

---

@JesseR wrote:

5.7.0.3 is not yet a public release. ...

---

5.7.0.3 has been available since the beginning of June I think via the Software Updates and Licencing portal if you have a valid SW Carepack.

Access it via the HPSC (HP Support Center) and use the linked Service Agreement ID (SAID) to identify your controller and find and download the relevant software.

If you haven't linked your Carepack in HPSC do so under My Support -> My Contracts and Warranties -> Link support agreements.

The issue for us was only related to the MSM410s (my firm manages 5 organisations that have HP wireless deployed) as MSM430s and MSM460s were only recently deployed and behave well.

The issue we think was related to "mixed" mode (e.g. g/n) not working in the MSM410 and we think it was due to the lack of Tx Protection for the series (legacy g clients were broadcasting unchecked) which was added to 5.7.0.2 released in January (they eventually removed it after it was discovered it bombed the MSM410 series, see below).

We upgraded and the APs worked well only to find out  that v5.7 introduced a previously resolved issue where MSM410s randomly stopped associating clients even though they were seen as fully operational by the controller (boot corruption as described by HP), which forced us to downgrade to 5.5.4 (back to G only on MSM410s, also the upstream proxy feature didn't work on that version).

We eventually got our hands at 5.7.02-fc51 (end of March 2012) and then 5.7.0.2-dc8 (mid May 2012) and now are on 5.7.0.3 and I can report that all is rosy in all 5 sites, apart from the fact that all this time they haven't fixed the issue of HTTPS traffic not being forwarded to the upstream proxy (if anyone knows why or a workaround please PM, I also have a Case open).

The point about logging all issues is valid as this is the way enterprise support (and any support for that matter) works. If they don' t know about it they won't fix it and the more organisations have the issue the more resources are going to be put behind it.

Hope the above helps.

[gglater]

Version 5.7.0.3 has been posted to the web.

--glen

[Craig-Lyndes]

Upgraded to 5.7.0.3-MSM760-B11516 (as was available on the web) end of last week.  Upgrade went smoothly, No one is complaining. It is summer break here, 50 wireless users instead of 300+, so it will be a while before I can tell if the problem has gone away.

So far so good!  Thanks HP for addressing this issue!

Craig Lyndes

St Albans City School

[agoncalves]

I think have the same problem, but only with 6 MSM410 n WW. Everything works fine and with no appearance of losing access to the network. No messages displayed on the AP´s or log errors. I have firmware = 5.7.0.2-01-10750, I think its the latest ( it came from factory like that ). It´s a configuration with 2 SSID: one WPA2 Radius ( external radius server with authentication ) and one WPA-TKIP. The RADIUS clients loses connection after a period of undetermined time. The WPA-TKIP clients are wi-fi PDA and Cell phones and we don´t know if they loses connection too. We are planning to install a MSM720 controller but I think that won´t solve the problem. Tell you later..

[Davy Priem]

You should upgrade to 5.7.0.3. The version you are running has big connectivity issues.

[rudynd75]

Did the software upgrade fix this for everyone else? We have similar issues with version 5.7.0.3-11516 and HP support told us that it was interference related and has nothing to do with the software. Not that there was any troubleshooting done on it, he just knew from the description. :)

[Evan_ISS]

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@rudynd75 wrote:

Did the software upgrade fix this for everyone else? We have similar issues with version 5.7.0.3-11516 and HP support told us that it was interference related and has nothing to do with the software. Not that there was any troubleshooting done on it, he just knew from the description. :)

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5.7.1 is now available via the Software Updates and Licencing portal (see my previous post on procedures) or via Support, you might want to try that first.

Re HP Wireless Support, we make an effort to use it as less as possible, as our experiences have been mixed (to say the least).

[brian1975]

I just upgraded 45 new MSM-460 units from v5.7.0.3 to v5.7.1.0-12379 and the problem still exists.  This sucks.

[Evan_ISS]

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@brian1975 wrote:

I just upgraded 45 new MSM-460 units from v5.7.0.3 to v5.7.1.0-12379 and the problem still exists.  This sucks.

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This issue was solved for us from 5.7.0.3 onwards in multiple sites (MSM760/710 controllers with combinations of MSM460/430/410 APs).

I don't know whether a more recent software would make any difference in your case but we have been told by L2/L3 (re another issue) that 5.7.2 is being developed with a view of a release this month (December). We already have a development build that we are testing.

Have you logged this with HP Support? I know it can be a painful process but it is the only way to escalate to L2/L3 and have them troubleshoot (and also get your hands on software before public release).