Troubleshooting

Why can’t I factory reset the EnGenius AP via the hardware reset button?

In response to a customer request, we included a feature called “User Setting” in EnGenius AP where the factory default settings can only be overwritten through the GUI to prevent a malicious user from using a pin to factory reset the physical AP. The only way to revert the settings back to factory defaults is by accessing the GUI and clicking on "Restore to Factory Default" under "Reset."

How do I optimize wireless bridge connection after deployment?

Check Link connection Status and make sure thr RSSI is higher than -75dBm. Preferably below -65 dBm.

Manually initiate channel scan at any time. This can be done by using a Wi-Fi Analyzer, such as MetaGeek inSSIDer, WiFi analyzer App, or the SCAN function in the EnGenius outdoor AP's Web UI which can scan and show the channels used by other APs nearby.

For Point to MultiPoint topology, manually run the channel optimizer again each time when additional non-root bridges are added. This allows the bridges to accommodate any RF interference at the new non-root bridge that would prevent optimal performance. Please note that the root bridge may also need to change the channel after running channel optimizer.

If performance is still poor after channel optimization or transmit power adjustment, this may be due to nearby RF interference or positioning; in the first case, check for a different channel. In the second case, try to re-aim the units. If none of these procedures works, a change of location for one or more of the units may be required.

The wireless client cannot get an IP Address

Create a test SSID in NAT mode and try to connect again with a client that is experiencing issues. This will help determine whether there are issues with local DHCP servers.

Incorrect VLAN tags are a common issue when SSIDs are tagged to be a part of a particular VLAN. The solution to this issue is to either remove the VLAN tag on the SSID or change the native VLAN on the upstream ports.

Clients unable to connect to a specific SSID

When a client is unable to connect to a specific SSID, incorrect credentials (username or password) are the most common reason. This issue can often be resolved by simply deleting the SSID profile from the client device, trying to connect again, and then re-typing the pre-shared key.

Clients unable to connect to a specific AP

Generally, the best way to resolve an issue with a client not being able to connect to a specific AP will be by creating a basic test SSID with as few configuration settings applied to it as possible. If you want to contain your test, go to "Wireless" >> "Wireless Settings - Access Point" and change the SSID to a different one (e.g., with the AP's model or device name) so that only the AP in question broadcasts it.

This is the easiest way to diagnose the issue between the client and the access point. This also prevents disturbing the entire network when only one AP is in question so that only the AP in question broadcasts it.

Clients not getting Internet connectivity

Oftentimes, clients who are fully connected to an AP have a valid IP address, but still cannot reach the Internet. In this case, try the following:

1. Verify that the gateway is correct and reachable. Try pinging the gateway from the client and from the AP.

2. Try changing the DNS server to other DNS (e.g., Google’s public DNS [8.8.8.8]). DNS issues are one of the most common client connection issues.

3. Check to see if any firewall rules & group policies are applied to that particular client or entire subnet.

Why do clients sometimes connect to an AP far away?

The access points act as a bridge between the wireless client and the local area network. The decision for which AP to connect to is completely made by the client and there is no way to force a client to connect to a particular AP.

Most clients simply connect to the first AP that responds to the associate request and will try to stay connected to the same one until the signal is lost.

What settings can be implemented to avoid sticky client issues?

Bit rate and transmit power can be adjusted to avoid the sticky client condition. The exact numbers for these settings are subjective, depending on the wireless environment and the parameter that influences the particular client the most.

Please note, changing minimum bit rate or adjusting the transmitting power may affect the wireless performance of other devices. It is also important to consider that not all the wireless clients may support the high bit rate. Furthermore, reducing the transmit power will affect the Wi-Fi coverage.