Ruijie cloud access keep disconnecting

Hi,
Ruijie could access keep disconnecting and access point also keep restarting. please advice us to solve this issue.

Dear customer,
You can follow the steps below to troubleshoot the AP reboot issue.
If the issue persists, we also encourage you to contact us on Rita(www.ruijienetworks.com/rita), our real-time support platform. Our dedicated engineers are readily available to resolve your issues promptly.
Cause Analysis
Based on the fault phenomena describedabove, troubleshoot each problem one by one, and finally analyze the root causeof the fault.

• Check if the equipment power supply is normal.
  

(1) When a POE device can only provide AFpower, some APs will not be able to test their performance to full capacity.For example, the AP840-L can only provide wireless single-space streamingservices under AF power supply. If a forced AT/BT power supply is configured onthe device to enable the device to provide multi-space streaming services,insufficient power supply will cause the AP to restart abnormally.
Note: RG-POE-AT30 provides AF power toAP840-L by default. You need to configure the force at command on the AP toswitch to AT power supply. Confirm the device power supply protocol with thefollowing command (if the POE hardware negotiation result and softwarenegotiation result on the AP are different, the higher negotiation result willtake effect).
debug pdpoe-test 0



If the AP is docked on a 3rd-party POEswitch, check whether the bilateral power supply mode is consistent. If the APnegotiation result is AT/BT and the POE switch negotiation result is AF,insufficient power supply will cause AP to restart abnormally.
Known compatibility failure cases with aCisco POE.
The Ruijie AP negotiated for BT, and Ciscoprovided power for AF, causing AP to restart abnormally



Switch alarm power supply abnormal



Solution:
Solution 1 (used when AP needs to workunder AF): Cisco power supply configuration auto mode, AP configuration forceaf
Scheme 2 (used when AP is working underAT): Cisco power supply configuration static mode (strong supply 30W), APconfiguration force at25

Check if the power supply of the POE switchis sufficient, if there is an abnormal power outage and restart of the POEswitch, and if the POE switch is configured with POE timing function/manualconfiguration to turn off and enable the POE function.
Show poe powersupply//Check if the powersupply is sufficient
Show log//Check if there is a power supplyexception log



Show version//Check the device startup timeand compare whether the AP abnormal restart time coincides
Show run//Check if POE timing functionexists
Check the switch configuration log in thecloud to confirm whether there is a switch configuration shutdown POE log atthe time of AP abnormal restart.

Check if there is any POE power supplyabnormality or physical link failure in the POE switch.
Show log
Show interface status//Check if there is aCRC error. If it is a reyee device, use the link detection function to checkand also check if there is a CRC error in the link
Confirm the length of the customer's POEpower supply line. Except for Reyee NIS and ES, which support long-distance POEpower supply (250 meters, with a speed configuration of 10Mbps), other POEswitches can only support POE power supply within 100 meters, and there arequality requirements for the power supply cable. If the power supply lengthexceeds 100 meters, it may not be able to supply successfully or cause AP torestart abnormally.

• Known software issue causing AP abnormal restart failure
  

1) AP840-L AP_RGOS 11.9 (6) W3B3, Release(10180515) AP hardware dog component (hardware dog for monitoring softwareabnormalities) abnormal cause AP840-L restart.
AP820-L (V2) AP_RGOS 11.9 (6) B1, Release(07201411) has a known abnormal restart issue.
3) AP820-L (V3) AP_RGOS 11.9 (6) W1B4,Release (09191916) log prompt nofree memory, reload system, locate the memoryleak caused by the MACC process.
The above known issues can be resolved byupgrading to the latest version of W3B1.

For AC + AP setup. The following can addthe following collection commands:
(1) How to check the AP restart time
You can determine when the AP restarted bylogging into the “show ver” on the AP to view the System start time as thesystem's start time.
You can also check when the AP has beenrestarted by checking the online duration of the AP on AC
(2) How to check the number of AP restartsfrom AC
Show ap-config reboot apname on AC to checkthe number of AP restarts.



Reboot Cnt → Can determine whether there isa power outage restart or artificial restart
Other parameter descriptions:
AC Init Cnt: AC Initialization
Link Fail Cnt: Number of Link Failures
SW Failed CNT: Software Failed
HW Failed CNT: hardware failed
Other Failed CNT: Other Reasons Failed

Root Cause/Root Cause

• Equipment power supply abnormalities: insufficient power     supply; abnormal POE negotiation; PSE configuration issues; PSE equipment     failure; physical link failure.
  
• Equipment software malfunction.
  
• Enabling hardware acceleration causes AP to restart abnormally.
  
• Other unknown faults
  

Solution/Solution
Starting from the root cause of the faultphenomenon, clearly describe the problem-solving steps and precautions duringthe process.

• Replace power supply equipment; Static configuration bilateral     POE agreement (need to upgrade L2 to collect relevant POE negotiation     issues); Explain/revise configuration to customers; Check PSE equipment     side faults; Replace physical link.
  
• Upgrade AP to the latest version.