Connectivity Problems - UAP, UAP-LR, UAP-Pro, UAP-Outdoor5, UAP-Outdoor, UAP-Outdoor+ [ Edited ]

[UBNT-Brandon]

Hi everyone,

If you are having the following connectivity problems with legacy UniFi devices (posted below) on 4.8.X UniFi, please discuss in this thread.  We're trying to collect cases of this happening to help resolve.

Symptoms:

Clients will stay connected to WiFi, but cannot access both the LAN or the WAN (internet).`

We've been able to observe these problems now on a handful of customer sites, and have some experimental hotfixes as well as older firmware which appear to exhibit the problem less here.

EDIT | 17 June 2016:
The experimental driver linked above is now the recommended firmware for handling these issues, assuming the courses of actions here have not alleviated the connectivity problems.

Models:

• UAP
• UAP-LR
• UAP-Pro
• UAP-Outdoor5
• UAP-Outdoor
• UAP-Outdoor+

If you are experiencing these symptoms with these models, please post here.  

Otherwise, please do not post in this thread.

If having issues with other models - please stick to other threads.

Thanks,

Brandon

[Magic_Ex · Accepted solution]

hello!

driver7 FW very stable for me:

2 days

15 UAPs, 2 UAP PRO running on driver7 without any incidents for this moment.

Perfomance very good too

[UBNT-Brandon]

Tagging @-EG-, @VPMIH, @Magic_Ex, as I think you all have expressed these symptoms in other threads.

[wopper]

@UBNT-Brandon probably a good idea to rephrase also the big UAP-AC-PRO topictitle to make them both consistent?

[UBNT-Brandon]

So the UAP-AC-Pro issue is different in that users would get kicked off of the network (i.e. be disconnected from WiFi)... but in this case the users will stay on the WiFi (still show connected) but not be able to get to anything.  

Not sure if this influenced your advise on the topic name.

[Quincozes]

This is our issue,  

the customer stay connected on wifi.

sometimes return after 1 or 2 minutes, sometime needs to reconnect.

Best Regards,

[-EG-]

So my experience is an IP cam that results connected on controller but it is unreachable through the network (ping get a "destination unreachable").
After I restart the IP cam, it remains online for about 30 minutes ~ 2 hours and then becomes unreachable but displayed in controller as connected; reconnecting through "reconnect" button in controller works; IP cam disconnects and reconnects but does not resolve connectivity problem, it remain unreachable. Only an IP cam restarting temporary restore connectivity.

My router has DHCP configured with IP assigment in 'preferred' mode for some clients, IP cam included.

Most of the time, controller shows the IP assigned to IP Cam, sometimes the IP is not showed.

Inspecting router in this situation I noticed that ARP table and DHCP table was missing the IP cam client IP.

[-EG-]

So my experience is an IP cam that results connected on controller but it is unreachable through the network (ping get a "destination unreachable").
After I restart the IP cam, it remains online for about 30 minutes ~ 2 hours and then becomes unreachable but displayed in controller as connected; reconnecting through "reconnect" button in controller works; IP cam disconnects and reconnects but does not resolve connectivity problem, it remain unreachable. Only an IP cam restarting temporary restore connectivity.

My router has DHCP configured with IP assigment in 'preferred' mode for some clients, IP cam included.

Most of the time, controller shows the IP assigned to IP Cam, sometimes the IP is not showed.

Inspecting router in this situation I noticed that ARP table and DHCP table was missing the IP cam client IP.

[UBNT-BenBuckley]

All, 

If you are experiencing the connectivity issues described by @UBNT-Brandon above and would like to try an experimental firmware, here are the links.  You can upgrade to these images by disabling Automatic Update in the controller and then using these URL's in the Custom Upgrade feature for individual AP's.

Note that these images are experimental in the sense that they have not been put through any regression testing.  I have not seen them brick any boards or cause other issues, but I can't guarantee that it won't happen.

http://community.ubnt.com/t5/UniFi-Wireless/Connectivity-Problems-UAP-UAP-LR-UAP-Pro-UAP-Outdoor5-UA...

[-EG-]

After this custom firmware upgrade,no WIFI signal from my UAP-LR. Wifi Analyzer confirm this.

[-EG-]

And after upgrading to stable firmware again, this is the client state (connected without ip).
I'll try to switch from DHCP to fixed ip to test if this is relevant.

[UBNT-BenBuckley]

@-EG-

You are the second user to notice that the UAP-LR acted like that after the upgrade.  Will you please do the following:

ssh into the AP and get these fils:

/var/log/messages

/tmp/system.cfg

/var/etc/aaa<1-x>.cfg 

Also run the command 'iwconfig' and send me the results.

Repeat the steps on an AP with the succesful update (if you have any).

[UBNT-BenBuckley]

All,

Just to give an idea of the roadmap.  This firmware uses an updated version of the WiFi driver, so there are a number of changes.  The plan is to do regression testing and catch any bugs that may have been introduced with the update.  Once it is stable, we will merge and have it be part of a standard release.

Please pay attention to the behavior of your networks and get back to us with anything that looks like it may be a new bug.

[stormit]

I have the controller 14.8.15 with firmwire 3.3.20.4019. There are mix of Mac OS X, iOS, Andriod and Windows. Mac devices mostly keeps disconnecting and some time it takes about 3-5 try to connect back. I had to diabled some of the AP as seen in the picture thinking there might be conflict. I had worked with about 7 of Unifi technician with no help.

We are not thinking of return Unifi APs and go for another brand as my clients are really upset.

 

[UBNT-BenBuckley]

@stormit,

Are you willing to try the custom firmware posted by me earlier in the thread?  From your description, I can't quite tell if your symptoms are the same as other users, but this FW may help.

[stormit]

What is the firmwire version?

As you can see in the image some devices will just disconnected after few mins or hours of connecting and sometime it take a while to connnect back.

[stormit]

Do you have the firmwire for AP AC Enterprise?

[UBNT-BenBuckley]

@stormit,

The firmware posted previously in this thread is an experimental firmware and is in the testing stages.  If you want to try it out, you must 1) disable the automatic upgrade feature and 2) Do a custom upgrade using the URL previously posted.

Another option, if you don't want to try the experimental firmware, is to downgrade to 3.2.10 firmware, which has helped some users.  Details can be found in here:

http://community.ubnt.com/t5/UniFi-Wireless/Unifi-UAP-Pro-dropping-connections-now-unusable-with-4-8....  I would recommend reading that for some history.

For ease of reference, here is the link to 3.2.10 firmware:

http://www.ubnt.com/downloads/unifi/firmware/U7P/3.2.10.2886/firmware.bin

For UAP-AC-... related issues, please see this thread:

http://community.ubnt.com/t5/UniFi-Wireless/Intermittent-connectivity-loss-with-UAP-AC-PRO/m-p/15500...

The AC thread has gotten a bit long, but it may help you out.  Again, based on your description I don't really know exaclty what issues you are experiencing.

[NexusWifi]

@stormit - Exact same issues for me. I am also running the same verion of controller software and the same version of FW for the UAP-LR. I am out of excuses for my customers... I have been blaming everything but our equipment, although I know it is our Unifi equipment   Hoping Ubiquiti gets this gets this figured out soon, we have over 300 hotels across the US using the UAP-LR, and many others using the AC's. Our reputation is taking a huge hit. Here is an example of a user comment from one of our Comfort Inn Hotels:

"The internet issues I was experiencing were losing the connection, inability to reconnect (I would either have to reset my network adapter or reboot my PC),  There did not seem to be a pattern to these other than it seemed to be more prevalent in the evenings (traffic volume?)."

@UBNT-BenBuckleyManually downgrading over 3000 access points to 3.2.10 is not posisble. We dont have the manpower to do this.  What exactly do you need form me to help you?  I cannot get logs at the exact time of failure sonce sometimes guests dont tell us, and other times it is hours after the fact when we hear of a complaint

[stormit]

There are alot of complaints on this issue and we are just about to have our contract terminated just becuase of Unifi devices that doesnt work. The products makes us look as if we dont know how to setup an AP. We previouly used Draytek mainly for our setup but we thought trying Unifi will be a better experience unfortunately this is a bitter experience.

I will have to inform the client that I will be replacing the APs for another brand maybe Miraki or Aruba.

[UBNT-BenBuckley]

@stormit / @NexusWifi,

Sorry about the connectivity issues and the impact they are having on your deployments.  There was definitely a regression somewhere down the line, and we are working hard to get it taken care of.

Currently, we are not focusign on finding a root cause of the issues you have stated because the test firmware posted in this thread is showing good results.  Rather than wasting time isolating the cause, we are focusing on stabilizing the fix so that we can get it released to everyone.  

In the meantime, in order to try and keep noise on this thread to a minimum, I'm going to contact each of you directly and talk about next steps.  I want to keep the comments in this thread focused on reporting the results of trying out the posted firmware(s).

[NexusWifi]

@UBNT-BenBuckley Which firmware exactly do you want me to load for the UAP-LR's? I can load it at a few locations tonight to see if this provides any relief.