Description
This article describes the commands and information needed by TAC to open a new ticket for low performance issues.
Scope
FortiAP.
Solution
There are several behaviors on Wi-Fi networks that can indicate a Wi-Fi network is not properly tuned and designed. Some of the most common may include:
- Poor performance on end devices.
- Packet loss on WI-FI devices.
- Poor roaming behavior on WIFI devices.
- End devices unable to get an IP address or get an APIPA address.
- Frequently Wi-Fi disconnections.
- Failure to connect to WI-FI Network.
- Authentication issues ( can include PSK, WPA Enterprise-802.1X and Captive Portal Methods).
If some or all issues listed above are observed on most of the WI-FI intended coverage area, it is a strong indicator that network tuning/design/adjustment is required.
Wireless network tuning and design is outside of TAC's scope, but TAC can help determine if the equipment is causing the problem or if it is related to the design and/or implementation of the network in a particular area. Due to the nature of the technology, the solution in one area may not be the same in other areas, in which case a wireless site survey should be performed. This is the quickest way to resolve the majority of observed issues and isolate additional problems that may be present at the same time.
A WI-FI survey is an on-site analysis of the RF environment on-premises, which makes it easier to understand which FortiAP models to choose, placement, quantity of devices needed, and fine tuning configuration on a FortiGate wireless controller in order to ensure the WIFI network will perform as expected for the number of users, type of devices, and applications intended to be supported. This service is not offered by TAC support, but it is possible to receive advice from the local Fortinet sales team about Fortinet service offerings or Independent consultants in the area.
To begin to understand how WI-FI networks work, the following community articles and Fortinet documentation are recommended reading:
In accordance with TAC policies and to properly follow up on every issue, only one issue can be attended to per ticket and device. Sometimes, the majority of the issues may have the same root cause, but if it is not confirmed, be confident that this the fastest and most convenient way to solve Wi-Fi issues.
With this in mind, and to help in fully understanding the problem, answer and prepare to send the following information in the first message to TAC:
Describe the observed issue in detail.
Context:
- Was this functionality working correctly before, or is this a new configuration?
- Did the problem occur after a firmware or hardware update? From which version to which version?
- Did the problem occur after a configuration change? What parameter has been changed?
- Did the problem occur after a network change (or some other change)?
- Has this problem occurred before?
Impact:
- How many devices are facing the same problems (all, some, one of them)?
- What is the number of affected users (all, some, one)?
- What is the type of users/devices most affected (specific operating system, specific hardware)?
Reproduction:
- Is the problem reproducible on the production device?
- Is the problem reproducible in a laboratory setting? (The answer to this may not be known, but making issues reproducible in a laboratory setting where possible makes finding a solution vastly more likely.)
Indicate which AP is affected, or if all of the APs connected to the equipment have the problem, or if it only occurs in a particular SSID or Area.
If a Wireless site survey was previously carried out, provide it and indicate which APs are in the problem area.
Provide floor plans of the area where the places of installation of the APS are indicated and some panoramic photos of the affected area and the installation of the APS.
Download and provide the configuration files, system event log and Wi-Fi events of the FortiGate device.
Use putty or similar tool to collect the diagnostic information and share it with TAC in standard text format. See How to create a log file of a session using PuTTY.
Use a separate file for each device.
Diagnosis outputs can be obtained by following the steps in Technical Tip: FortiAP commands to open a new ticket to TAC.
It is not necessary to include the output of the diagnosis commands from all FortiAP devices managed from the FortiGate devices: only include the 2-3 devices where issues are most frequently observed.
If difficulties are encountered accessing the FortiAP device CLI interface, see Technical Tip: How to enable SSH access to FortiAP managed by FortiGate.
