WAC720 LOCKING UP

I set a personal record yesterday of 8 reboots....It could be my Samsung S5, seems to happen more when I get home.  Wife says it is fine until I get home, so I am the source of the all the wireless problems.  My Samsung S5 is hooked to the 2.4, maybe I will hook it to the 5 and see if that makes a difference.  Not sure what an andriod device could do to take down a WAP, but worth a shot.  By the way it is connected to other Wifi all the time when I am at difference clients, inlcluding some WAC730's...it has never taken them down.

In my location - I have a Motorola DROID TURBO with four WAC720's in ensemble mode and have no issues.  At my partner's location - where he is having an issue - they have three Android phones - I am checking on what models they are and will report back.

Just a follow-up, at the location that is having issues - I have a user with Google Pixel, Motorola DROID TURBO 2, Samsung Galaxy S7 - wonder if it is the Galaxy S7 that is causing the issue...

Hi

A further bit of info - the access point is connected to a POE port on a netgear switch. When the Samsung takes the WiFi down, it only takes the data down - it remains powered up. Also, when the Samsung is then removed from the vicinity of the access point, I can reset the switch port, which appears to have been disabled - weird - but I have established that it is only the Samsung over the last few days - iPhones, Macs and Windows' machines all ok..

More info, I was just informed that mine has locked up.  I am not there so my phone is not connected.  Still have S4, S4 mini, Asus W700 tablet, 2 asus laptops, Liftmaster garage door opener, and Ring door bell attached.

My money is on the Samsung!

So netgear, what is the fix?  Can and andriod device really take down a whole access point?  What could they be doing differently than every other wireless device on the network??

All,

Sorry to hear your issues. We are working on similar issues that we have observed on high priority .  As of now we are not aware there are any specific issues with Samsung android devices. We will reach you individually if we need more info. Once we know the root cause we will come up with hot fix ASAP.

Thanks

Raghu

Last night I brought up one of my Linksys WAP.  I moved all android devices to it.  They are all Samsung something.  The Netgear WAC720 did not lock up all last night.  I will keep you all updated as to how it works from this point.

Well last night it locked up once and had to reboot it.  There is not a single android device connected to it now.  Unless the ring door bell or garage door opener is android.  So it is not my Samsung clan causing my issue.

Thanks for the details. We are actively working on this issue. Can please provide the model details of ring door bell  and  garage door opener?

Well ring only makes 2 door bells right now, so there really is no model number, it is the standard not the pro, but the garage door opener is a liftmaster is a 8557W Elite Series opener.

Thank you. Do you have the  console connected to AP? If yes please give the console output by executing these commands? Please execute these commands before you start test to till you hit the issue

echo 8 > /proc/sys/kernel/printk
echo Y > /sys/module/printk/parameters/time

You need to redirect all the console log to to file and send it.

You can refer the folloing video how to redirect console out put to a file.

the https://www.youtube.com/watch?v=ZvNNoP7tivQ

When hang happens did you tried hard  factory reset ? Was your AP responding for that? these are important data points for us debug further.

Thanks again.

I don't have a console connected to the AP, but in my testing I did do a factory reset and reprogrammed from scratch.  Also in above I stated that I called support for this issue and they replaced the access point under warranty, so this is a different access point havig the same issue I had before.  I did a factory reset on both before re-programming them.  I did not restore a backup.

The AP is hanging on the ceiling, so I did not do a reset with the button because it is hard to reach, I just did a power reboot from the POE injector then went in and factory reset it.  I did not do it from the button.

I can try that next time if you like, it is working better and has only locked up once since I got all the Samsung devices off of it, None of which are an S7.

Any updates, I only have the Garage Door opener, ring door bell and 2 asus laptops, hardly a load at all.  Since I got all the andriod devices off it only locks up about 1 time a day.

When the issue happens are you able to ping the IP address of the WAC7xx AP? If yes can you please do the SSH to the AP and send us the following CLI command output?

dmesg  => copy the entire message in text file and send us

top    => you can send us  this command snapshot

When it locks up I can do nothing but reset it...Can't ping, can't do anything.  Have to unplug the power to the POE injector and plug it back in.

I was just pulling the plug, but discovered that it appears to disable the port on the switch - I can log into the switch and re-enable from there.