Controller Based WLANs

What basic troubleshooting steps can help to solve an AP connectivity issue?

Question:  What basic troubleshooting steps can help to solve an AP connectivity issue?

 

Product and Software: This article applies to all Aruba access points and ArubaOS 2.5 and later.

When you receive the Help Desk escalation or user call, gather the following information:
· AP model (such as AP41, AP60, AP61, AP65, AP70, or AP80)
· AP physical location (country, city, building, floor, and general location)
· AP serial number
· AP Ethernet mac
· AP LED status

 

  • Power

- Off?
- Green solid?
- Flashing?

  • Ethernet

- Off?
- Green solid?
- Flashing?

  • Radio

- AP65, AP70 (dual-band AP)

  • A

- Off?
- Green solid?
- Flashing?

  • B/G

- Off?
- Green solid?
- Flashing?
- AP41, AP60, AP61 (single-band AP)

  • WLAN

- Off?
- Green solid?
- Flashing?
· AP location ID
· Verify if the AP was working before or if is it a new install.

This information helps determine on which Aruba controller (or controllers) to concentrate troubleshooting efforts and to determine the current status of the AP.

Is the AP getting power?
· Check the status of the AP Power LED and verify that it is getting power.
· If the Power LED is OFF, then etermine power source (AC adapter or PoE)

  • If the AP is using an AC adapter:

- Verify and reconnect the power cable connections at the adapter and AP.
- Try using a different AC adapter.
- Try to connect a different AP to the same adapter.
o If the AP is using PoE:
- Try connecting AP to a different PoE port.
- Try using a different Ethernet cable.
- Try connecting a different AP to the same port.
- Try connecting the AP to a different PoE switch.
· If the AP still displays no Power LED status after these troubleshooting steps, then send an RMA request to Aruba Support (support@arubanetworks.com). Provide all the information that was gathered during troubleshooting.
· If the Power LED is ON, then the AP is getting enough power. Proceed with troubleshooting the AP.

Is the Ethernet port on the AP up?
· Check the status of the Ethernet LED on the AP and verify if it displays solid green or is flashing green.
· If the Ethernet LED of the AP is OFF, then:

  • Try connecting the AP to a different port.
  • Try a different Ethernet cable.
  • Try connecting a different AP to the same port.
  • Check the directly connected Ethernet switch configuration to see if the specific port is enabled and configured properly.

· If the AP still displays no Ethernet LED status after these troubleshooting steps, then send an RMA request to Aruba Support (support@arubanetworks.com). Provide all the information that was gathered during troubleshooting.
· If the Ethernet LED of the AP is ON, then it is working properly and should be attempting to get an IP address. Proceed with AP troubleshooting.

Is the AP getting an IP address?
· Check the directly connected Ethernet switch port configuration to find out which VLAN is configured for the port on that AP. Make sure it is set to auto speed and auto duplex.
· Check the DHCP server to see if it has a scope for that specific VLAN.
· Check the active leases (or bindings) of the DHCP server to see if the Ethernet MAC address of the AP was assigned an IP address.
· Get a console connection to the AP with the Aruba SPoE Cable (CA-SPOE-ADAPT-3 for non-Midspan PoE switches and CA-SPOE-ADAPT-4 for Midspan PoE switches). Verify if the AP is sending a bootp request "Getting an IP address..." and getting a response afterwards.
· Try connecting a laptop or another AP to that same Ethernet port to see if it can get an IP address.
· If the AP is still not getting an IP address, then get a sniffer trace between the AP and the directly connected Ethernet switch.

  • Verify if the AP is sending a DHCP Discover or DHCP Request and verify if the DHCP server responds with a DHCP Offer or DHCP Ack to the AP.

· If the AP still does not get an IP address, then send an email to Aruba Support (support@arubanetworks.com). Provide all the information that was gathered during troubleshooting.

Is the AP able to find the Aruba controller?
· Check the status of the A, B/G, or WLAN LED of the AP and verify if it is OFF, green solid, or green flashing.

  • If the A, B/G, or WLAN LED is green solid, then the AP is connected to the Aruba controller and its radio interface is configured and enabled.
  • If the A, B/G, or WLAN LED is green flashing, then it is configured as an Air Monitor and it is connected to the Aruba controller.
  • If the A, B/G, or WLAN LED is OFF, then the wireless interface is disabled, the AP cannot connect to the Aruba controller, or it is not able to register with the controller.


Check if the AP is seen on any controller:
- SSH to the master controller and issue this command:
show ap database long | include <type either Location ID, or AP IP address, or AP Ethernet MAC address, or AP serial number>
- If the AP is found in the output of that command, then SSH to the controller IP address that is listed under the "LMS_IP" column.
· Verify if the AP is seen on the controller by issuing this command: show ap active ap-name <Aruba AP name>
· If the AP is seen in the output of this command, then it is UP and functioning properly. Verify that the A, B/G, or WLAN LED of the AP is now green solid.
· If the AP is not seen in the "show wlan ap table" output, then check if the AP is attempting to connect to this controller by issuing the command: show datapath session table <AP IP address>
· If this output shows protocol 17 and port 8211 but no protocol 47, then the AP is trying to connect but it cannot establish the GRE tunnel. Issue these commands and look for errors in the output:
show ap debug driver-log ap-name <Aruba AP name>
show log system all
· Issue this command: show ap config ap-name <Aruba AP name>
Look in the output for the AP VLAN value for its SSID. Issue this command: show ip interface brief
Verify that the VLAN value exists on the Aruba controller.
· Escalate to the next Tier of Support. Provide all the information that was gathered during troubleshooting.

- If the AP is not found in the output of that command:
· Verify that the following protocols are open between the AP and the controller on every firewall in its datapath:
o UDP 69 (tftp)
o UDP 123 (ntp)
o UDP 514 (syslog)
o UDP 4500 (nat-t)
o UDP 8211 (papi)
o TCP 20 (ftp)
o TCP 21 (ftp)
o Protocol 47 (gre)
· Get console connection to the AP with the Aruba SPoE Cable (CA-SPOE-ADAPT-3 for non-Midspan PoE switches and CA-SPOE-ADAPT-4 for Midspan PoE switches). Verify if the AP is able to find the controller by the console output message "Running ADP...Done. Master is <an IP address should be here>".
· If the console output does show an IP address for "Master is…", then verify if that is the correct controller IP address.
· If that IP address is not the correct IP address, or it is the correct IP address, or there is no IP address shown for "Master is…", then get a sniffer trace between the AP and the directly connected Ethernet switch and escalate to the next Tier of Support. Provide all the information that was gathered during troubleshooting.

Are the SSIDs of the AP up?
· On the Aruba controller where the AP is terminated, issue this CLI command: show ap bss-table ap-name <Aruba AP name>
Verify if the SSIDs of the AP are enabled. If you see SSID/BSSID output displayed for that AP, then they are enabled.
· Issue this command: show ap association bssid <bssid of the AP from the above output>
Verify if any wireless clients are 802.11 associated or are attempting to associate to this AP.
· Issue this command: show user-table | include <Aruba AP name>
Verify if any wireless clients have authenticated with this AP.
· If there are 802.11 associations but no authenticated wireless clients on this AP, then it might be a configuration issue on the wireless client or the SSID of the AP. See the HelpDesk User Troubleshooting cheat sheet for further information.
From all these steps, you can determine if the Aruba AP is up or down because it is stuck in one of the above phases. Each phase has enough checks, questions, and CLI output that would make an escalation handoff easier.

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Last update:
‎07-04-2014 11:41 PM
 
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