Summary

Question

Customer Environment

Symptoms

Troubleshooting Steps

First, let's understand the communication flow of a Client connection with a Wi-Fi Access Point and how the client gets the IP address.
 

WPA2-Personal

WPA3-Personal

Now, let's look into troubleshooting the client connection for each RUCKUS Controller solution.

SmartZone and Virtual SmartZone

1. Verify WLAN configuration on SmartZone (Password/Encryption method/VLAN/DNS). 
2. Verify APs Status in SmartZone, and check if APs are showing up-to-date.  
3. Verify if all users are unable to connect to WLAN or if any specific user or any specific site/AP zone is impacted. 
4. Verify if the user can authenticate but has no internet. 
5. Verify if the user can authenticate but does not receive a valid IP address. 
6. Identify the AP on which the user is trying to connect and collect AP support logs. 
7. Verify the client connection details on SmartZone GUI under Troubleshooting & Diagnostic TAB. 

      8.How to collect AP support logs from SmartZone GUI. Navigate to SmartZone AP Zones view, Identify the AP, select that AP click on the MORE icon, and download support logs. Please refer to this KB Article here
      9.How to collect logs from AP CLI and verify if APs are broadcasting the WLAN and its status is up.

# support (to generate the log) 
# support show (to populate logs in putty terminal) 

RUCKUS One (Formerly known as RUCKUS Cloud)

Steps to be verified: 

1. Verify WLAN configuration on SmartZone (Password/Encryption method/VLAN/DNS). 
2. Verify if all users are unable to connect to WLAN or if any specific user or any specific site is impacted. 
3. Verify if the user can authenticate but has no internet. 
4. Verify if the user can authenticate but receive a valid IP address. 
5. Identify the AP on which the user is trying to connect and select that AP to collect AP support logs. 
6. How to collect AP support logs from R1 GUI. Navigate to the Wi-Fi Tab, Identify the AP, select that AP--> Click on More Actions, and download support logs. 
    

 RUCKUS Unleashed

Steps to be verified: 

1. Verify WLAN configuration on Unleashed (Password/Encryption method/VLAN/DNS).   
2. Verify if all users are unable to connect to WLAN or if any specific user or any specific site is impacted. 
3. Verify if the user can authenticate but has no internet. 
4. Verify if the user can authenticate but does not receive a valid IP address. 
5. On the Debug Info tab, check all Debug Components, connect live client, then click Save Debug Info. Provide that file to Ruckus Support for further diagnostics.
    

 ZoneDirector (EoL)

Steps to be verified: 

1. Verify WLAN configuration on SmartZone (Password/Encryption method/VLAN/DNS). 
2. Verify if all users are unable to connect to WLAN or if any specific user or any specific site/AP Group is impacted. 
3. Verify if the user can authenticate but has no internet. 
4. Verify if the user can authenticate but receive a valid IP address. 
5. Identify the AP on which the user is trying to connect and select that AP to collect AP support logs. 
6. How to collect AP support logs from Zone Director GUI. Navigate to Troubleshooting TAB-->diagonstic-->Debug logs-->select log type--> Apply and Save Debug Info.  
7. How to collect logs from AP CLI and verify if APs are broadcasting the WLAN and its status is up. 

# support (to generate the log) 
# support show (to populate logs in putty terminal)

Resolution

SmartZone

1. Confirm Configuration of the WLAN is correct (Password/Encryption Method/VLAN/DNS) 
2. Confirm that APs are broadcasting the WLAN. 
3. Try to connect a live user to the WLAN and check all the Troubleshooting steps suggested in the troubleshooting section and collect the below output from AP CLI to further investigate with Ruckus support, if you are not able to solve/isolate the issue. 

# set scg syslog 0xfff8 (version below 6.x.x.) 
# set scg syslog 7 (version above 6.x.x.x) 
# get syslog log 
# support 
# support show 

RUCKUS Cloud

1. Confirm Configuration of the WLAN is correct (password/Encryption Method/VLAN/DNS) 
2. Confirm that APs are broadcasting the WLAN. 
3. Try to connect a live user to the WLAN, check all the Troubleshooting steps suggested above, and collect AP debug logs from RUCKUS Cloud GUI to further investigate with Ruckus support.

Unleashed APs

1. Confirm Configuration of the WLAN is correct (password/Encryption Method/VLAN/DNS) 
2. Confirm that APs are broadcasting the WLAN. 
3. Try to connect a live user to the WLAN and check all the Troubleshooting steps suggested above and collect AP debug info.
   • On the Debug Info tab, check all Debug Components, then click Save Debug Info. Provide that file to Ruckus Support for further diagnostics.

Zone Director  

1. Confirm the configuration of the WLAN is correct (password/Encryption Method/VLAN/DNS) 
2. Confirm that APs are broadcasting the WLAN. 
3. Try to connect a live user to the WLAN and check all the Troubleshooting steps suggested in the troubleshooting section, collect AP debug logs from ZD GUI, and save the debug info to further investigate with Ruckus support.
    

      4. Collect the below output from AP CLI:

#support 
#support show