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WAC720 LOCKING UP
Having a radom lockup issue...on two different wac720 units at different sites
the wireless just stops, can not log into the unit,
disconnect/reconnect ethernet has no effect.
Have to power cycle the units for them to come back..
using the current firmware.
one unit on POE another using an AC power adpter...
have reset and resetup the unit once already.
logs for one after rebooting..
[Jan 28 2017 19:20:08] [info] hostapd[1352] STA 18:a6:f7:94:87:f8 associated with BSSID 2c:30:33:08:a4:20
[Jan 28 2017 19:20:08] [info] hostapd[1352] Assoc request from 18:a6:f7:94:87:f8 BSSID 2c:30:33:08:a4:20 SSID Hell-Fire-69
[Jan 28 2017 19:19:51] [err] mDNSResponder mDNSPlatformRawTime went backwards by 51998735 ticks; setting correction factor to 954928979
[May 31 2016 16:00:49] [warn] dman[1107] DHCP-client: Interface brtrunk obtained lease on new address 192.168.1.103.
[May 31 2016 16:00:49] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:45] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:44] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:43] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:42] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:40] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:40] [info] hostapd[1352] STA 48:a1:95:cc:78:dd associated with BSSID 2c:30:33:08:a4:20
[May 31 2016 16:00:40] [info] hostapd[1352] Assoc request from 48:a1:95:cc:78:dd BSSID 2c:30:33:08:a4:20 SSID Hell-Fire-69
[May 31 2016 16:00:40] [err] hostapd[1352] trying to deauthenticate to station 48:a1:95:cc:78:dd, but not authenticated
[May 31 2016 16:00:40] [err] hostapd[1352] trying to update accounting statistics, station 48:a1:95:cc:78:dd not found
[May 31 2016 16:00:40] [info] hostapd[1352] STA 48:a1:95:cc:78:dd deauthed from BSSID 2c:30:33:08:a4:20 reason 3: STA is leaving IBSS or ESS
[May 31 2016 16:00:39] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:38] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:36] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:36] [info] hostapd[1352] STA d8:49:2f:26:2b:e1 associated with BSSID 2c:30:33:08:a4:20
[May 31 2016 16:00:36] [info] hostapd[1352] Assoc request from d8:49:2f:26:2b:e1 BSSID 2c:30:33:08:a4:20 SSID Hell-Fire-69
[May 31 2016 16:00:35] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:35] [debug] hostapd[1352] station: 48:a1:95:cc:78:dd deauthenticated
[May 31 2016 16:00:35] [info] hostapd[1352] STA 48:a1:95:cc:78:dd disassociated from BSSID 2c:30:33:08:a4:20 reason 8: Sending STA is leaving BSS
[May 31 2016 16:00:30] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:24] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:21] [info] hostapd[1352] Send failed (to server 192.168.1.1) - maybe interface status changed - try to connect again
[May 31 2016 16:00:21] [info] hostapd[1352] STA 48:a1:95:cc:78:dd associated with BSSID 2c:30:33:08:a4:20
[May 31 2016 16:00:21] [info] hostapd[1352] Assoc request from 48:a1:95:cc:78:dd BSSID 2c:30:33:08:a4:20 SSID Hell-Fire-69
[May 31 2016 16:00:18] [info] dman[1107] SSL certificate generated for Clusterd
[May 31 2016 16:00:16] [info] hostapd[1352] STA d8:49:2f:26:2b:e1 associated with BSSID 2c:30:33:08:a4:20
[May 31 2016 16:00:16] [info] hostapd[1352] Assoc request from d8:49:2f:26:2b:e1 BSSID 2c:30:33:08:a4:20 SSID Hell-Fire-69
79 Replies
Hi redtech116
Sorry to hear this issue. Could you please share the following to understand more ?
- How many wireless clients are trying to connect WAC720 AP?
- Are you seeing issue on 2.4Ghz radio or 5 Ghz or both?
- Is it possible to share wireless client details? ( Is it mobile devices or laptops? share model details)
- Share those logs before you do AP reboot
- I guess you are using latest firmware 3.6.12.0
- WAC720 AP configuration file
Thanks
Raghu
- How many wireless clients are trying to connect WAC720 AP? between 0 and 4 at this site
- Are you seeing issue on 2.4Ghz radio or 5 Ghz or both? the whole AP locks up..no throughput on anything
- Is it possible to share wireless client details? ( Is it mobile devices or laptops? share model details) 1-iphone / 1 - mac / 1 - windows 10 PC / 1 - android phone
- Share those logs before you do AP reboot? i don't have a remote syslog server setup yet / so all longs are kinda lost after reboot
- I guess you are using latest firmware 3.6.12.0 / yes
- WAC720 AP configuration file / will post later tonight
Hi redtech116
Thanks for the info, It would be nice if you mention the model of those wireless clients ( Windows, iphones, andriod and macs) ? Are you connecting these clients to 2.4 G radio or 5 Gh?
Please attach the AP confg as well. Logs would help more if you can attach if you have taken during issue.
Thanks again
Raghu
I am glad I am not the only one having these issues. I have had 2 WAP 720's at a clients site having these exact same issues for over 6 months now. We havbe also engaged Netgear technical support (who I must say was not very helpful). We have updated firmare, reset to factory and reprogrammed them, moved them around in the offices to eliminate interference, changed channels and settings. Nothing everr works. Netgear also replaced one of the units which promptly had the same issues as the one it replaced. Sadly, we recommended these over the DLINK consumer grade WAP's and the dlink units had far fewer issues.
During office meeting the units need to be power cycled 4-5 times in a 2 hour meeting. Neetings would have 20-40 people using WiFi. Other times 5-6 would use them and they would only need power cycling 1-2 times a week on average. We also originally set these up with POE, then through our testing even switched them to AC power. No change.
It got to the point the customer said fix this or we will find someone who can. I switched out the units with Ubiquiti WAP's and they no longer have any issue.
We then put them in our office a few days ago and now we are having the issues. I have noticed the android phones having the most issues. My iphone 7 has had no issues. We are 50/50 for iphone/android. The android phones having the most issues appear to be Samsung, google, and LG. Motorola android phone is not having issues.
I have lost all faith in the netgear line of products and I have a big 12 unit and controller deployment coming up which I may cancel and move to another vendor over these issues. We have sold netgear exclusively for 5 yrs now and since this issue started have not sold 1 netgear unit. We do not seem to have these issues with WNDAP360 units but do get complaints on week signals on android devices.
This is a huge issue and needs to get resolved. Don't even think I am waisting any more of my time troubleshtoting this either. I likely have 40 man hours tied up in diagnostics for 1 client all which I have had to warranty to the end user and eat the costs. I have 2 expensive WAP's that are worthless!!
I understand bugs like this happen, I am confused as to why it is taking so long to fix, I know this thread is not that old, but I have seen reports of it going back to last year. Mine have been doing this since the release of 3.6.12 fimware, seriously thinking about going back to 3.5.12 to see if that helps. I switched my AP out to a linksys LAPAC2600 until they get this figured out and relaease a fix. I have several WAC730's out there an none of them have shown this issue. I still like netgear products, this is just a glitch, although it is a big one, at client sites I would have had no choice but to swap them out as well. LIke I said the WAC730's have not had this issue so that is still a great product. Not sure what is going on with the WAC720's, maybe Netgear should just replace ours with WAC730's, just a thought. Thankfully I only have 1 in the field.
I can tell you this bug has been around since we first deployed these models almost 1 yrs ago. I just escalated this way up the netgear chain to find a resolution to this. I had never posted in the forums before on this issue but I have searched for other users having this issue.
I usually call technical support and talk to a person (most customers can't wait for forum solutions). Technical support always said they have never seen this issue and this must be environmental. We even tackled environmental causes and even cyber attacks to see if that was the cause.
I am hoping that this escalation will get this issue identified and fixed. Been a netgear partner for over 5 yrs now and this is the first real major issue I have had but I must say I should not have to call a regional manager to get this seriously looked at. Makes me wonder if the Netgear reps who resond to these posts pass on any of this info to an engineer.
Started changing out the network cables to the AP's with a shielded cable..see if that makes any difference.
I know UBNT have some issue sometimes, and a sheilded cable seems to fix it..
- I'm having the exact same issue. I have three WAC720's behind a Netgear Prosafe Managed Switch. The AP's were installed winter 2015 and had no issues until December 2016. A single AP will lock up, all LED's are steadily lit, cannot ping the AP, only a hard power cycle resolves the issue. I've updated all AP's to the latest firmware, this did not resolve the issue. I have replaced one of the AP's no resolution. All have been factory reset and re-configured multiple times. No other issue on the network at all.
Has anyone rolled back to an earlier firmware with any success?Hi TylerSmelly,
Very sorry to hear your issues. We are actively working on this issue. Could you please let us know the following details ?
- Could you please send this CLI command out put?
bootenv -d pmon_ver
- How many wireless clients connected to WAC720? Need model details
- Are you trying to connect 2.4 Ghz or 5 Ghz radio?
- Does this issue happens on 2.4Ghz or 5 Ghz radio?
- Have you enabled captive portal or not?
- Are you using AP in standalone mode or configured for ensemble?
- Are you seeing any random AP reboots or just hang?
- What kind of traffic or application are you running on the wireless clients?
- Do you have the console connection so that we can have live debug when the issue happens.
Thanks
Raghu
- Could you please send this CLI command out put?
bootenv -d pmon_ver
Unfamiliar with this procedure and I'm not willing to experiment with it in a production environment
How many wireless clients connected to WAC720? Need model details
At last observed fault, two clients were connected. One iPad 2, one iPhone 6+
Are you trying to connect 2.4 Ghz or 5 Ghz radio?
I will accept either, both become unresponsive within the AP's range
Does this issue happens on 2.4Ghz or 5 Ghz radio?
Both
Have you enabled captive portal or not?
No
Are you using AP in standalone mode or configured for ensemble?
Configured as an Ensemble. The ONLY config on the AP's are static Ensemble Id, Management IP, IP/primary host/subnet mask and SSID/Security
Are you seeing any random AP reboots or just hang?
Hangs
What kind of traffic or application are you running on the wireless clients?
The installation is in a bar. The wireless clients are utilizing third party apps for control of the sound system and television tuners. Although the issue is repeatable regardless of whether those are in use or not
Do you have the console connection so that we can have live debug when the issue happens.
I do not
This seems to be a well documented issue that is repeatable across countless installations, environments, and applications. I have used Cisco products for years without issues such as this. I have spent an incredible amount of unreimbursed time troubleshooting this issue and I will not be choosing Netgear for any installs in the future.
I understand your need for additional data to diagnose the issue. I will be glad to allow you supervised remote access to the system (it is sandboxed from any critical machines) in order to facilitate this.
Please adviseThank you TylerSmelley for the detailed response. By executing this command will not harm your production environment or it will not be disturbed, It is just a command to see what is the boot loader version of your AP is running with. If you can do SSH to AP and send this command output would be great.
I hope your mac devices are with latest ios versions. If not share the ios versions of ipad 2 and iphone 6+
Our support team will reach you out to have a remote session to seek your appointment. BTW what is your timezone?
In the meantime please share your AP configurations.
BR
Raghu
- I understand the benign command, I'm absolutely unversed in how to employ it. And while I appreciate the innocuous and probably simple procedure required, I've exhausted all the time that I have to exhaust in troubleshooting this. Once I realized the scope of the issue, I made the decision to pull Netgear from our approved vendor list. We are an A/V company, providing A/V services. Yes, we can handle basic IT support, (and I would consider CLI commands basic under this usage) but given the length of time that the problem has existed and my unfamiliarity with Netgear's (or any switchgear provider's CLI commands) I am not considering investing any further time at this point.
The iPad is fully current. iPhone is on 10.2.
I'm at a loss for understanding what the IOS version has to do with a total and complete loss of accessibility of the AP. If the inverse where true, what would the reaction be? Oh, an Apple client connected to a Netgear AP and all Netgear devices world over shut down. Let's take a look at the log files and try to determine what iOS version they were running.
I'm not staying that a certain iOS or Manufacturer's hardware isn't a trigger for the failure. What I'm stating is that it is abolutely absurd for Netgear in 2017 to be unable to deliver hardware that is compatible with any such device. An Apple device and a Netgear device have a problem. Guess who is to blame? Who has fewer devices????
Appreciate the attempts at troubleshooting the issue but these AP's are going back to Netgear. I'll spend new money on a new AP. Our client will spend less on that route than paying us to troubleshoot a failed WAC720 with various iOS/Samsung builds.I have downgraded my to 3.5.6 and it has not locked up once since then, that was 3 days ago. I will keep everyone posted. Since mine is a pretty basic setup with only 1 ap I thought I would try it. So far so good.
Spoke too soon...this piece just locked up....So going backwards helps nothing....
- Thanks. I have an open ticket with Support. I've installed a Syslog Server on the network, and they've asked me to try configuring each AP individually with unique SSID's - they're currently deployed as an ensemble. Ensemble ability is one of the reasons that I selected this model so I hope it's easily patched if that resolves the issue.
And I also have the same issue!
Three WAC720's in Ensemble mode at a client location. Connect to Cisco POE switch. Version 3.6.12.0 on all three.
Exactly the SAME symptoms as described by everyone else. One or more of the AP's will become completely unresponsive with the only way to recover is turning off power from the switch.
After powering back up the AP's also reverts back to 3.1.5.0!!
Extremely dissapointed in the quality of this product especially after many years of recommending and selling Netgear products.
A Business class product should NEVER have made it through Q/A with this glaring of a bug!
I can only SSH to two of the three AP's for some reason.
ABE03# bootenv -d pmon_ver
U-Boot 2012.10.esdk.7.netgear.8-00027-g9eab2d1-dirty
ABE03# get system
Property Value
----------------------------------------------------------------------------------------------
model Netgear Wireless Infrastructure Platform Reference AP
version 3.6.12.0
productid WAC720
altversion 3.1.5.0
uptime 7 days, 1 hours, 41 minutes
system-time Fri Dec 31 1999 12:00:00 PST
time-zone USA (Central)
enable-dst off
dst-start March.Second.Sunday/02:00
dst-end November.First.Sunday/02:00
dst-offset 60
region-info 1
prodregtimestamp 1
power-source
base-mac dc:ef:09:90:fe:4f
serial-number 4D825AE0000E1
system-name ABE03
system-contact admin@netgear.com
system-location Netgear Lab
wpa-personal-key-min-complexity-support off
password-min-complexity-support off
cloud-controller
cloud-controller-status down
cloud-management-enabled no
cloud-activation-status down
ABE03#
ABE02# bootenv -d pmon_ver
U-Boot 2012.10.esdk.7.netgear.8-00027-g9eab2d1-dirty
ABE02# get system
Property Value
----------------------------------------------------------------------------------------------
model Netgear Wireless Infrastructure Platform Reference AP
version 3.6.12.0
productid WAC720
altversion 3.6.12.0
uptime 0 days, 0 hours, 5 minutes
system-time Tue Apr 4 2017 01:38:10 CST6
time-zone USA (Central)
enable-dst off
dst-start March.Second.Sunday/02:00
dst-end November.First.Sunday/02:00
dst-offset 60
region-info 1
prodregtimestamp 2
power-source
base-mac dc:ef:09:91:01:0f
serial-number 4D825AEK00129
system-name ABE02
system-contact admin@netgear.com
system-location Netgear Lab
wpa-personal-key-min-complexity-support off
password-min-complexity-support off
cloud-controller
cloud-controller-status
cloud-management-enabled no
cloud-activation-status
- On a positive note, at least Netgear hasn't recommended that we try to enable Cloud Management as a possible resolution...
I'm still planning to follow the request of my Support tech and reconfigure my AP's in standalone mode - in the interim I'm wondering if anyone else has done this and if it has helped at all... it's going to take me a few days until I have a few minutes to do that... - Standalone didn't help me - I have had continuous uptime for several weeks though by keeping all Samsung off the AP.
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