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Access network design for branch, remote, outdoor, and campus locations with HPE Aruba Networking access points and mobility controllers.
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Windows Phone connection issues and drop-outs

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  • 1.  Windows Phone connection issues and drop-outs

    Posted Feb 09, 2016 07:47 AM

    Hi,

     

    We have a customer that are experiencing problems with random drops-outs and connectivity issues with Windows Phones on their BYOD network. The users are occationally able to connect and stay on for a while, before getting a random drop-out forcing them to reauthenticate. The users report proper functionality when connecting to their home networks running on low-end equipment, which brings me to the conclusion that the issue might be related to the RADIUS-authentication for the SSID somehow? My second thought was that this was firmware related, so I made sure that all of the phones was updated to the latest release. However, this fix did not help resolvning the issue.

     

    This problem does not seem to affect Android and IOS devices, which makes it even stranger.

    I'm curious if this is a known issue, and if someone has any thoughts or ideas of how to fix this.     

     

    The 7210 Controller are running on version 6.4.3.4



  • 2.  RE: Windows Phone connection issues and drop-outs

    EMPLOYEE
    Posted Feb 09, 2016 07:49 AM

    - What version of Window's phone?

    - What access points are in use?

    - What encryption is being used by the SSID?

    - Is this a dense or sparse deployment?

    - What are the average ping times to that device?

     



  • 3.  RE: Windows Phone connection issues and drop-outs

    Posted Feb 09, 2016 09:13 AM

    - What version of Window's phone?

      The customer is using Nokia Lumia 930 with latest firmware for Windows 10

     

    - What access points are in use?

      AP-225

     

    - What encryption is being used by the SSID?

      wpa2-aes

     

    - Is this a dense or sparse deployment?

      medium/high office deployment

     

    - What are the average ping times to that device?

      between 6-7 ms



  • 4.  RE: Windows Phone connection issues and drop-outs

    EMPLOYEE
    Posted Feb 09, 2016 10:05 AM

    It would be a good idea to open a TAC case if that is the only device that is having the problem.  There could be something specific that is generating your issue.

     

    You can also turn on user debugging for that specific device to get an idea of what is happening during those dropouts.



  • 5.  RE: Windows Phone connection issues and drop-outs

    Posted Feb 09, 2016 12:02 PM

    Hello,

     

    This is a known issue with the phone itself.  You can find fixes on the Microsoft forums, apparently it's a problem with the firmware, and updating the firmware to the generic country version resolves the issue. There are several other 'fixes' that may or may not work, but its definitely an issue with the phone/software based on the MS Forums.  It impacts connectivity to all sorts of different devices, though doesn't seem to cause any issues with others.  Might be something similar to the Intel 7260 problem, where VHT didn't work until a recent driver update.

     

    We had similar issues, so did some searching around.