Wireless troubleshooting guide
12/20/2019 1037 13782
Unable to detect SonicWall Access Point (Provisioning Profile is not being downloaded to the AP)
- Ensure the SonicWall access point is connected to a WLAN interface or an interface in a zone with security type Wireless.
- If the AP is connected to a switch then make sure the interface is untagged.
SonicWall Access Point Provisioning Issues
These are the stages while AP is being provisioned
- Initializing - The state when an AP starts up and advertises itself to the SonicWall.
- Provisioning - If AP requires to be updated of any changes made to the Provisioning Profile.
- Updating firmware - If and when a firmware update is required.
- Rebooting - When a firmware update or configuration change has taken place.
- Operational - When the AP has been successfully provisioned with a profile and is ready to be connected by wireless clients.
SonicWall access point frozen at initializing:
- If the AP is connected to a switch, make sure the VLAN ports are untagged on the switch.
- If using virtual (VLAN) interfaces and the parent interface is not of type Wireless or is unassigned, make sure the AP is connected to a VLAN capable switch.
- If a SonicPointN make sure the SonicWall supports it.
- Delete the profile and re-synchronize it.
- Restart the SonicWall access point.
- Hard-reset the SonicWall access point.
Missing firmware Image
SonicPoint a/b/g images are inbuilt in certain platforms (NSA,TZ) . SonicWall access point images are not pre-loaded. In either APs if the image is not pre-loaded, it will download into the SonicWall access point in the following manner:
- Download from software.sonicwall.com using HTTP.
- Download from adjacent SonicWall access point if any.
- Download from a location manually specified under System | Administration | Download URL.
Keeping the above in view, the following needs to be checked when a missing firmware Image error occurs.
- Make sure your DNS server is able to resolve software.sonicwall.com. If not change the DNS address, at least temporarily, to download the image.
- Make sure SonicWall has internet connection.
- Make sure HTTP request is not being blocked upstream or, if internet connection is through a proxy, in the proxy server.
Provisioning failed: In the event a provision attempt from a SonicWall UTM device fails, the SonicPoint will report the failure. So as not to enter into an endless loop, it can then be manually rebooted, manually reconfigured, or deleted and re-provisioned.
Non-Responsive: If a SonicOS device loses communications with a previously peered SonicPoint, it will report its state as non-responsive. It will remain in this state until either communications are restored, or the SonicPoint is deleted from the SonicOS device’s table.
Over-limit: By default, up to 16 SonicPoint devices can be attached to each Wireless zone interface on a SonicOS device. If more than 16 units are detected, the over-limit devices will report an over-limit state, and will not enter an operational mode. The number can be reduced from 16 as needed.
Firmware failed: Occurs when a firmware update fails.
Unable to see SSID
- Make sure it is not a provisioning issue. If so, refer provisioning issues section.
- Check whether Wireless Radio is enabled on devices with in-built wireless.
- Make sure the Hide SSID option is unchecked.
- If SonicWall access point, make sure it is supported by the SonicWall UTM device.
- Change channel to 1,6 or 11 (as the case maybe)
- Perform an RF Analysis (in NSA units with latest firmware) to find out overloaded and highly interfered channels before choosing the least interfered and overloaded channel.
- Increase Transmit Power to Half (-3 dB) or Full Power. (Note: Higher transmit power of SonicPoints doesn't necessarily mean higher SNR /performance for all of the stations in a deployment, as an AP's signal is noise to other un-associated stations.)
- Reduce beacon Interval to 100 (If using VAP - 800).
- Client side troubleshooting.
- Make sure the wireless client is 2.4 GHz or 5 GHz compatible.
- If SonicWall access point, make sure the client supports 802.11ac.
- Disable power save mode under device manager.
- Make sure the client is not using multiple wireless applications. Disable one of them.
- Set roaming aggressiveness to high or maximum.
- Update the wireless adapter with the latest driver.
Unable to get DHCP lease
- Make sure the DHCP Server is enabled.
- If using a network DHCP (eg. Windows DHCP Server) make sure an IP helper policy for DHCP has been defined and configured correctly.
- Check the power settings of wireless client. A mismatch in the power settings may cause connectivity problems.
Unable to authentication or associate
- Make sure the client and the SonicWall access point has identical security settings.
- Make sure the client can support the security settings in the SonicWall access point.
- Perform RF analysis (in NSA units with latest firmware) or do an IDS scan to find out overloaded and highly interfered channels before choosing the least interfered and overloaded channel.
- Change radio band from wide to standard,
- Lower the beacon interval to 400.
- Lower the RTS threshold to 2304
- Changed the preamble length to short.
- Temporarily disable wireless security or set it to WEP - both (Open System & Shared Key)
- Recommended configuration is to set channels manually without overlapping.
- Lower the transmit power of APs to reduce interference.
- Under Advanced tab change the transmit power to half.
- Set preamble length to short, this is recommended for improved throughput,
- Check ‘Enable Short Guard Interval’. This would avoid any kind of data loss from wireless interference
- Reduce beacon interval to 100 or 200 from default 400.
- Try to avoid cordless phones as they are considered a big source for interference.
Environmental and other general consideration for wireless deployment:
Before deploying your wireless network it is advised to consider the following:
- A Site floor map would be helpful. Please mark materials as metal frames, metal beams, walls, windows, etc, and locations of SonicWall access point.
- Done the RF site survey before deployment. Why is a Wireless site survey needed?
- Post-deployment site survey should also be conducted regularly.
- Check whether the following equipments might be in use: microwave ovens, 2.4GHz cordless phones, Bluetooth devices or other electronic equipment operating in the 2.4 GHz band.
- Determine the number of SonicWall access points to be deployed.
- When using multiple SonicWall access points set them in non-overlapping channels like 1,6 or 11.
- It is recommended to set the channel manually rather than auto channel if the site survey has done.
- Make sure that a SonicWall access point does not get placed next to another AP with the same channel.
- If the authentication type is WPA2 related ones and the client has windows XP, check if the OS has been patched with Microsoft KB893357-v2
- It is NOT advisable to use the same SSID for the 802.11bg and the 802.11a radios, as clients with tri-band cards may experience disconnect issues – name them separately.