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magarwal
Staff
magarwal
Staff
October 1, 2024

Technical Tip: Troubleshooting Client Disconnection Issues on WIFI on FortiEdge Cloud

  • October 1, 2024
  • 0 replies
  • 1642 views
Description

This article describes how to troubleshoot client disconnection issues on FortiAPs managed by FortiEdge Cloud.
Scope All FortiAPs connected and managed via FortiEdge Cloud.
Solution

If clients are experiencing frequent disconnections from the FortiAP, follow these steps to troubleshoot the issue:

  1. Check that the FortiAP is online on the Cloud.
  2. Verify for any client disconnection logs at the reported date and timestamp of the issue. (Refer to the below link to check the logs) Displaying logs
  3.  Check for any interference in the network and review the client signal strength. Monitor- >Neighbor FortiAP.
  4. Verify that the configuration is correct on the SSID and that the client device is capable of connecting the particular SSID type like WPA3.
  5. Confirm Gateway Reachability (Local Subnet)
  • If the client's subnet is locally present and not configured on FortiEdge Cloud, ensure that the gateway is reachable from the client device.
  • If there is a packet drop in pinging the gateway, this is not an issue with the FortiAP or FortiEdge Cloud but likely a problem with the local network.
  • NAT SSID Test:
    Create a NAT SSID where the client subnet is configured on the Cloud. If clients connect stably through the NAT SSID, the issue lies with the local network or gateway when using a bridge SSID.

 

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  1. Ensure that the FortiAP firmware is up to date to avoid any abnormal behavior.
  1. FortiAP profile settings: Make sure that the channels are selected well on the FortiAP radios 'Set channels' and 'Radio Resource Provision' are enabled for automatic channel allocation to FortiAPs. Transmit power should be set to auto rather than broadcasting on full power.
  1. Verify if the issue is related to any specific device type and if the disconnections are observed when the client is stationary or moving. For roaming 'AP Handoff' should be enabled under 'Client Load Balancing'.
  1. Validate if the utilization is seen as high on the APs on the dashboard: APs
  1. For radius authentication issues check for the connectivity between the FortiAP and the Radius server. Make sure that the radius server is configured well on the cloud.
  1. If the issue persists after performing these troubleshooting steps, collect the following information before contacting Fortinet Support:
  • Logs from FortiEdge Cloud for the affected clients.
  • Details about the FortiAP, firmware version, and SSID settings.
  • Screenshots of any errors or alerts on FortiEdge Cloud.

 

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