WNDAP360 with WC7520 controller disconnects clients atleast 4 times

[Saikiranb]

Hi Team,

we have WC 7520 controller and 2 WNDAP 360 Accesspoints. with firmware updated from controller. we are facing disconnection issues, almost 4-5 times a day. we have raised a ticket with netgear support (26829028) on 5/5/2016. the issue is still pending. this is happening on windows 7 with Dell  2520, 3446, Hp 440, Lenovo G580,480,570 Series Laptops.
 

Controller:

Firmware Version 2.5.0.39
Controller Uptime 1 days, 16 hours, 35 mins, 9 secs
Last Reboot Thu Jul 14 00:12:40 2016
Last Configuration Change Fri Jul 15 16:39:50 2016
Last Channel Allocation Thu Jul 14 23:30:09 2016
Last Admin Login Fri Jul 15 16:47:48 2016

can someone help resolve this issue
 

wireless card information:

Name [00000002] Dell Wireless 1704 802.11b/g/n (2.4GHz)
Adapter Type Ethernet 802.3
Product Type Dell Wireless 1704 802.11b/g/n (2.4GHz)
Installed Yes
PNP Device ID PCI\VEN_14E4&DEV_4365&SUBSYS_00161028&REV_01\4&1F3081F3&0&00E3
Last Reset 14-Jul-16 10:47 AM
Index 2
Service Name BCM43XX
IP Address
IP Subnet
Default IP Gateway
DHCP Enabled Yes
DHCP Server
DHCP Lease Expires 15-Jul-16 12:50 AM
DHCP Lease Obtained 14-Jul-16 1:10 PM
MAC Address ?F8:2F:A8:C7:1D:4D?
Memory Address 0xF7CF8000-0xF7CFFFFF
IRQ Channel IRQ 19
Driver c:\windows\system32\drivers\bcmwl63a.sys (6.30.59.26, 6.51 MB (6,824,520 bytes), 25-Nov-14 7:33 AM)

Name [00000011] Broadcom 802.11n Network Adapter
Adapter Type Ethernet 802.3
Product Type Broadcom 802.11n Network Adapter
Installed Yes
PNP Device ID PCI\VEN_14E4&DEV_4727&SUBSYS_051B14E4&REV_01\4&23872EB&0&00E1
Last Reset 11/21/2014 1:34 PM
Index 11
Service Name BCM43XX
IP Address
IP Subnet
Default IP Gateway
DHCP Enabled Yes
DHCP Server
DHCP Lease Expires
DHCP Lease Obtained
MAC Address E4:D5:3D:83:01:4D
Memory Address 0xE0400000-0xE04FFFFF
IRQ Channel IRQ 17
Driver c:\windows\system32\drivers\bcmwl664.sys (5.100.82.15, 4.50 MB (4,716,608 bytes), 11/12/2014 4:32 PM)

Name [00000014] Dell Wireless 1704 802.11b/g/n (2.4GHz)
Adapter Type Ethernet 802.3
Product Type Dell Wireless 1704 802.11b/g/n (2.4GHz)
Installed Yes
PNP Device ID PCI\VEN_14E4&DEV_4365&SUBSYS_00161028&REV_01\4&4C74C6&0&00E2
Last Reset
Index 14
Service Name BCM43XX
IP Address
IP Subnet
Default IP Gateway
DHCP Enabled Yes
DHCP Server
DHCP Lease Expires
DHCP Lease Obtained
MAC Address 90:48:9A:F6:8C:7B
Memory Address 0xF7900000-0xF79FFFFF
IRQ Channel IRQ 18
Driver c:\windows\system32\drivers\bcmwl664.sys (6.30.223.99, 8.66 MB (9,082,064 bytes), 10/28/2014 6:16 PM)

[Alexei · Accepted solution]

Dear Netgear team

It s just scandalous to be on this situation.

7 months of fight with your support.... no progress on that point

I have 2 WC7520 with 24 Access point... and all my users want to kill me !!!!!

So we decide to go back to Cisco System.......

It s a shame....

[JohnRo]

Hello Saikiranb, 

Welcome to the community!

I have looked up your case and it is being handled by our engineering team already. My advice is to wait for them to give you instructions before making changes. 

Thanks,

[Saikiranb]

Hi John,

it has raised with netgear support more than a Month ago and no solution yet. we have shared the logs from Accesspoints and controller many times. 

one thing we observerd is the disconnections happen less if we reboot the controller every 3 days.

no solution till now. 

[JohnRo]

Hi Saikiramb, 

It may take a little time for this issue since it might need to be replicated and get the exact situation. Hopefully, someone from the community has had a similar type of setup and can share some information. 

Thanks, 

[Saikiranb]

It has been 5 Months now and Netgear Team has closed the case without providing any solution. the number of disconnections are increasing now it happens atlease 8-10 times a day.

[JohnRo]

Hi Saikiranb, 

Sorry for the inconvenience that you are experiencing. I have checked the case and it was closed due to inactivity, it appears that the Level 3 engineer you are working with had trouble contacting you. I saw that there was a new case opened for the issue again, please continue working with the ME team and the L3 engineering. 

Thanks,

[Alexei]

Hello.

We have exactky the same problem.

Any progress on that issue ?

Thx

[Saikiranb]

I have raised a ticket with Net support and waiting for a Solution from last Five Months.Case ID: 26829028 – this Case was closed without any Solution or reply to my comment posted on 8/9/2016 11:02 AM.

we have raised a new case with Case Id: 27467379. on 25/09/2016 and waiting for a response from Netgear. 

It has been over 5 months that we are facing this issue. no solution yet. For me it has been a very bad experience with the support.

Thanks

Sai Kiran 

[Durga]

Hi SaiKiran,

The case has got escalated to engineering and we are working on it. Our engineer is already in touch with you on phone and we hope to resolve it soon with your help. 

Thanks,

Durga.

[Alexei · Accepted solution]

Dear Netgear team

It s just scandalous to be on this situation.

7 months of fight with your support.... no progress on that point

I have 2 WC7520 with 24 Access point... and all my users want to kill me !!!!!

So we decide to go back to Cisco System.......

It s a shame....

[Saikiranb]

after sending tons of Log files, i am Tired now and returning the Controller and AP to Netgear. this is probable the only one worst kind of support that i have ever received.

i will not buy any Netgear Product not even in Dreams.

Thanks to Netgear Support Team.