1.  Get the specific client mac address who is facing issue. Fetch latest clients and check the signal strenght. If its low, ask the customer where the client is connecting from. If the user raises concern about AP Handoff, refer to the AP Handoff guide. Signal strength of 67dbm and less is a good signal strength.




2. If the Signal Strength is fine, check the Packet Error Rate for that specific client by clicking on View . If the PER is greater than 0, its an issue of dropped packets which could be due to some Wi-fi interference.

(PER stands for Packet Error Rate)


To view PER look at image below instructions.




3. Such case would happen if DCS (Dynamic Channel Selection) is not working correctly. Run a manual ACS which would select the correct channel . Please note that this would require a downtime of few minutes since the wifi will restart (not the AP)


4. If the PER  is fine, check for frequent node disconnections/node restarts in appliance statistics against a specific appliance. This can be done from appliance statistics can be viewed from following section below.




5. If there are no node connectivity issues, run a network quality test on that AP. To Run network quality test on the specific AP by following steps below 

Goto:    Dashboard > Network statistics and check the network quality



6. If the network quality also seems fine,  try rebooting once and check if that fixes the issue



7. Kindly collect the below information to share with TAC team:

  1. Check if network driver are updated on impacted user machine.
  2. how long/maximum duration for which user stays connected on Ray device
  3. When do user face disconnection, such as while roaming on floor or go on break, when system go on hibernate etc?
  4. How many users are facing such issues, please share two-three sample machines mac-address; if any.
  5. Please check if user computer/laptop is connecting to near some access point or some far mounted/placed access point?
  6. How far and count of closest access points from user computer/laptop/workstation?
  7. 2-3 Sample time stamps when issue was reported etc to trace the root cause.


8. If all above don't work, Raise a ticket to support.


As a side note, Also check what is the usage against the AP which is facing the issue. If its very low, it could be a concern of wrong configuration . Try to Reset the AP and check if it fixes the issue.