Recurring Access Point Disconnects: Awaiting Resolution from Alta

Access Points
1

What steps are being taken to address the issue of access points disconnecting whenever a change is made in the cloud controller? I have email correspondence from Alta Support confirming they have successfully reproduced the issue and identified the configuration differences that cause it. This has been a recurring problem reported by others for quite some time, but making progress on a fix seems to be incredibly challenging. The last update I received from Alta Support was 10/7 via email.

“So the devs can replicate it on the native management too. Interestingly I don’t see it at all on native, only on tagged, but regardless, an internal ticket is open and we’ll get this fixed.”

2

I can confirm I am still able to reproduce this problem if any of my APs have manual power levels set.

3

I’ve just tried to replicate myself, and cannot, so there must be some other custom setting that you are using that causes this to happen. We’ll try to track it down, but the fastest path to resolution may be to invite me to your site(s) to take a look.

4

You know what Jeff, you are right I retract my statement. I think I changed too many things at once when I was testing. I have custom channels, bandwidths, and powers set on both APs, and I can make all kinds of changes without any disconnects. Joe, perhaps make sure you are fully up to date on all firmware versions?

I apologize as I did not see that notes in release notes anywhere, so in the back of my mind I thought it was still an ongoing issue.

5

@Joe To be clear, are you talking about the AP showing disconnected in the controller when making a change? Are you using a management VLAN other than 1?

6

@Alta-Jeff yes, the access points disconnect briefly after making a change in the cloud controller. On the network switch it shows all access point interfaces going down then up. I’m using a custom vlan number for management. In this case it’s vlan 100. @Alta-MikeD can share the information he’s captured on it. That’s who I was communicating over email with.

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7

Ooh that’s a good piece of info Joe. I am using the standard VLAN 1 for management.

8

@Joe OK, I was able to confirm here that using a non-default management VLAN causes the issue you’re seeing, and I’ll look into it now.

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9

@Joe I have a test firmware that I can load on to your site if you’d like to invite me to confirm that it fixes the issue.

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10

@Alta-Jeff are you able to explain here or privately what was found and what is changing? Also, please let me know your email so I can invite you to my controller.

11

@Joe I sent my email privately, so please let me know if you don’t see it.

12

Thanks @Alta-Jeff for the help. Massive shoutout to @Alta-MikeD for continuing to work with me over the past few months on reproducing this issue and others in his lab for continued troubleshooting.

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13

The fix will go out in the next production AP release.

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