After updating EAP772 firmware to 1.1.4 wireless devices lose internet connection
After updating EAP772 firmware to 1.1.4 wireless devices lose internet connection
After updating firmware to 1.1.4 Build 20251030 Rel. 5764, my wireless devices lose internet connection when not in active use (same behavior is happening on 1.1.5 Build 20251230 Rel. 39992).
After my mobile device is not used for a certain period of time and I wake it up, it does not have an internet connection, via its wireless connection to EAP772, and switches to mobile data, then after a couple of seconds it detects internet on my wifi network and switches back. My internet connection is fine for my wired devices at the same time the issue happens for wifi devices, so that excludes any upstream issues.
Has any new setting been introduced with the new firmware that can cause this symptom?
I am unable to revert to firmware version 1.0.14 to verify that it fixes the issue, is there a way it can be done?
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Didn't make any difference for me sadly.
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Hi @Sarex
Thanks for the info.
After multiple rounds of testing and analysis, we have found that this issue is highly likely to be caused by the iPhone’s power-saving strategy.
- Device Behavior: iPhone 15 Pro Max, iPhone 16 Pro, and iPhone 16 Pro Max all actively send disassociation requests to disconnect after the screen has been off for a period of time.
- Comparative Testing: The Pixel phones has not reproduced this issue so far.
- AP Consistency: Different AP models all exhibit this problem.
- Cross-Brand Testing: Other AP brands also show the same behavior.
Additionally, we observed that when connected to the internet, the iPhone does not disconnect after the screen turns off.
Could you confirm:
- Is your EAP connected to the internet?
- Do you have any APs where the iPhone maintains the connection even with the screen off?
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@Vincent-TP I still encounter this issue multiple times a day. I just want to reiterate that the devices do not disconnect from the WIFI SSID, but they just report that there is no internet and switch to mobile network (while still maintaining connection to the wifi network). On the Pixel 7 it happens quickly and on iPhone 15 pro the internet just doesn't work for a certain period and then it switches to mobile. This issue is not consistent at all, sometimes it happens very quickly after locking the phone and then waiking it up and sometimes it takes a long while.
I am beginign to susspect that it may have something to do with the device roaming between APs. I will try to turn off one AP and see if that makes a difference.
I can confirm that my EAPs are connect to the internet through the switch (SG2210XMP-M2) which in turn is connected to an ONT (EchoLife HN8255Q XG-PON Terminal) via a 10gb port. The EAPs receive power via the switch through a 2.5gb ports.
I have not had issues with the devices (iPhone or Pixel) when connected to the EG814X6 ONT. I did not have an opportunity for extended testing where I was connected through an Access Point other than my own.
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No luck turning off one of the EAP. Still happening.
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Hi @Sarex
Thanks for the reply.
To confirm, did you test with MLO SSID? Did you configure MLO?
When the no-internet issue occurs, what's the phone's IP address?
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To better assist you, I've created a support ticket via your registered email address and escalated it to our support engineer to look into the issue. The ticket ID is TKID260401405. Please check your inbox and confirm that the support email was received. Thanks!
Once the issue is resolved, please update this thread with your solution to help others who may encounter the same problem.
Many thanks for your excellent cooperation and patience!
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@Vincent-TP I tested with MLO SSID and it made not difference. I made sure it was on and configured correctly.
The ip address is 192.168.100.6
I also submitted the requested logs via email.
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