Please I need help with regards to my access points and subcriber modules, sometimes they (APs and SMs) appear to be offline but they are actually online. As a result of this discrepancy, the throughput and weekly usage charts are no longer recording accordingly and we cannot tell when an AP or SM is down. When we log into the individual SMs, we noticed that on the subcriber module home page, the cnMaestro connection status will be showing connecting in 5 minutes.
We really need urgent solution to this problem.
Please see attached screenshot from cnMaestro and subcriber module home page for your reference.
From the screenshots I see that you are using cloud cnMaestro account. APs and SMs are communication over internet to reach cnMaestro. Could you please check if there is any latency / ping drops to the cnMaestro from APs/SMs.
You can perform the ping to cnMaestro from AP GUI >>Tools >>Ping for 10 packets. Connect a laptop in the same network as APs/SMs and try to ping the cnMaestro.
The latency/ping drops check is done on the device that you are running the tool through.
No, running the Ping test should not cause SMs to lose connection.
The screenshot you posted is of the tool. For the IPv4 Address enter cloud.cambiumnetworks.com and for Number of Packets enter 10. Then click Start Ping. The results will show Running... while the test is running.
I experience the same thing almost daily. The only fix is to just reboot the radio. It seems like if there is any interruption in service to a tower, ap, or sm then the radio just cannot re-establish a connection to maestro. It will set there and try to connect over and over and over unsuccessfully. Reboot and it connects right away. Its a huge headache if you are trying to monitor ap's and subscribers.
From those screenshots it looks like the devices either no connectivity to cnMaestro (all packets lost) or severily degraded connectivity (70% packet loss and 175ms+ ping).
This appears to be a network connectivity issue and should be debugged from that perspective. Meaning, devices are not able to contact the cnMaestro server. Are there any firewall rules that may be blocking devices with 100% packet loss? What network problems could be causing 70% packet loss for the other devices?