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Occasional Contributor II

surface device disconnection issues

Hi All,

 

We are experiencing “random” disconnection issues with some of our users who have Surface Book and Surface Pro devices.

 

When the issue occurs the clients will lose *all* network connectivity yet still stay “connected” to the IAP. The issue will correct itself after a certain amount of time.

 

While in this “connected- not connected” state the client can successfully ping the loopback address, however, cannot ping the gateway/router address or any other servers etc. The client cannot access any network drives, printing, the internet, etc.

 

These issues first occurred after we have replaced our wireless infrastructure with IAP-315's and IAP-325's approximately two months ago.

 

We did not experience this issue using the HP Procurve equipment.

 

We have over 1100 devices connected at any time during the day concurrently across 80+ IAPs, where 98% of these all use the Intel 7260 AC wireless network card. None of these Intel-based clients display the issue. My thoughts would be that this confirms that there is nothing wrong with our wireless infrastructure.

 

We have tried turning off 802.11r, 802.11k, 802.11v, 802.11x (temp SSID that used shared WPA2), client match, turned on/off airtime fairness, turned off UPSAD on the main SSID via the IAP cli, tried enabling further power settings for the Microsoft device to manually force the wireless power settings to “maximum”.

 

IAP’s are currently running the latest build 6.5.4.0 (2017-08-04 22:04:48 UTC (build 60834))

 

About the client:

  • Six Surface Book (2015) and three Surface Pro 4 devices which all exhibit the issue
  • Devices have been in use for almost six months as part of a trial
  • Clients are using Windows 10 64-bit, 1703, build. 15063.483
  • Client is using latest Surface driver for network card (15.68.9112.23)
  • Clients are can be connected to the same radio, where the client device never leaves the desk.

 

During the issue:

  • Clients will lose network connectivity but never drop the actual wireless connection once issued occurred (windows still has the wireless connection active/connected state)
  • Clients could still ping loopback address successfully
  • Clients could *not* ping any other IP addresses on network
  • Clients can *not* connect to network drives
  • Confirm that the local IAP via the CLI sh clients -> lists the user device as still being "connected" to the local IAP where the client displays the issue.
  • Cannot ping the client from the local IAP CLI

 

 

As a workaround:

  • To reconnect back to the LAN client had to be placed in “airplane” mode to manually disconnect/disable the wireless connection to force a reconnection or restart device. Both of these workarounds are extremely disruptive.
  • Once reconnected client entered a “connected” state on the *same* radio and can again browse network drives, check email, internet access etc

 

Cheers,

Aaron

 

 

Guru Elite

Re: surface device disconnection issues

Thank you.

 

Please keep us up to date on any TAC findings from Aruba or Microsoft, so that others can learn from this.



Colin Joseph
Aruba Customer Engineering

Looking for an Answer? Search the Community Knowledge Base Here: Community Knowledge Base

Re: surface device disconnection issues

yes very much interested in learning more a bout this issue


#AirheadsMobile
Pasquale Monardo | Senior Network Solutions Consultant
ACDX #420 | ACMP
[If you found my post helpful, please give kudos!]

Re: surface device disconnection issues

yes very much interested in learning more a bout this issue


#AirheadsMobile
Pasquale Monardo | Senior Network Solutions Consultant
ACDX #420 | ACMP
[If you found my post helpful, please give kudos!]
Aruba Employee

Re: surface device disconnection issues

Does disabling scanning under RF options helps by any chance ?

Occasional Contributor II

Re: surface device disconnection issues

Hi Nitesh,

 

Confirming that disabling scanning under RF as per your suggestion does not resolve the issue.

 

Thanks,

Aaron

Occasional Contributor II

Re: surface device disconnection issues

Hi Aaron,

 

Interesting thread, we're also in a similar position whereby we've been experiencing random disconnects for Surface devices, in order to resolve on the client we have to disable and enable the wifi connection, the device then instantly reconnects. We have a mixture of client devices; Windows 7 and 10 HP laptops that dont seem to experience any issues, MACs which again are solid once they're connected, it's just our Surface Book and Pro devices that are giving us the headaches.

 

We obtained some slightly newer drivers from Microsoft, 15.68.9114.29, which we have rolled out on to some machines, but unfortunately we're still seeing issues on those devices.

 

From a wireless perspective we have 325 APs, with the SSID in question only running 802.11a. On the back-end we have 7210 controllers running 6.4.4.11 managing the APs.

 

On the controllers we have made the following changes so far:

Enable 'Drop Broadcast and Unknown Multicast
Disable 80Mhz and VHT Throughout enable
Wireless Multimedia U-APSD (WMM-UAPSD) Powersave Diasbled
802.11a VHT Enable - Disabled

 

Whilst this has had a noticeable improvement for us, we are still seeing the disconnects. Be interested in seeing the feedback on this thread to see others experiences.

Occasional Contributor II

Re: surface device disconnection issues

Hi danderson79,

 

As we are using a mix of Surface Book and Surface Pro 4 devices, we also have deployed 15.68.9114.29 to our Surface Pro 4 devices with no success regarding the disconnection issue.

 

Version 15.68.9112.23, is the latest available for the Surface Book from Microsoft.

 

Have you opened a support ticket with Microsoft and the Aruba TAC?

 

Thanks,

 

Aaron

 

 

Occasional Contributor II

Re: surface device disconnection issues

My main aim with the drivers was to try and get a consistent Version in use across our buildings, we probably have about 3 or 4 different version in use, which wasn't helping us with troubleshooting.

 

We have a ticket open with Aruba, and I'm also in the process of opening up a new ticket with Microsoft in order to try and pull some more client side data when the drops occur.

 

We have some user debugs enabled on the controllers, but they're not giving us all that much information at the moment.

Occasional Contributor II

Re: surface device disconnection issues

Latest feedback I've had from TAC is to disable the following within the the High-throughput profile within the SSID in question

 

no 40MHz-enable
no very-high-throughput-enable
no high-throughput-enable

 

I think I understand the reason for the 1st and 2nd option, but the 3rd option seems like quite a significant backward step. Would this be a normal step for troubleshooting the issues we're seeing?

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