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Wireless users disconnect unexpectedly

Created: Dec 26, 2019 02:45:22Latest reply: Dec 26, 2019 03:32:18 202 3 0 0
  Rewarded HiCoins: 0 (problem resolved)

Hello forum, my customer encountered a problem in wireless network.

In his network enviroment, S12708 with native AC integrated, and Agile Controller for portal authentication, the guest wireless users will register themselves and connect to the network.

But after the user authenticates, partial devices will auto disconnect around 5 to 10 minutes.

Do you guys have ever experienced this error? Please do me a favor, thanks.


A simple topology as below:

PC disconnect


  • x
  • convention:

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Admin Created Dec 26, 2019 03:32:18 Helpful(0) Helpful(0)

Posted by sim_157 at 2019-12-26 03:28 please check this By the way, customer reports this issue so far happened on laptop/pc only, mobi ...

Could you please help to confirm if the laptop users get offline after they closed the authentication page, if yes, it's normal.

For wireless PC terminal, web browser will send a heartbeat message to the portal server periodically to keep the normal online status, if the authentication page is closed, the web browser cannot respond to the heartbeat message, then the user will be forced to go offline due to session timeout. So for PC terminal, can’t close the authentication page.

For wireless mobile terminal, the SC determines whether to force user offline based on the session timeout interval. So the authentication page can be closed.


You can try to enable the wireless PC compability in path System > Global Parameters > Web Terminal

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  • x
  • convention:

All Answers
chenhui Admin Created Dec 26, 2019 02:50:13 Helpful(0) Helpful(0)

@sim_157 hello,

did you make any configuration change?

Also, could you please provide the disconnected information of the abrnomal offline users. You can get the information though command display aaa abnormal-offline-record all brief


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  • convention:

sim_157 Created Dec 26, 2019 03:28:11 Helpful(0) Helpful(0)

Posted by chenhui at 2019-12-26 02:50 @sim_157 hello,did you make any configuration change? Also, could you please provide the disconnecte ...

please check this 

abnormal offline


By the way, customer reports this issue so far happened on laptop/pc only, mobile won’t disconnect.

View more
  • x
  • convention:

chenhui Admin Created Dec 26, 2019 03:32:18 Helpful(0) Helpful(0)

Posted by sim_157 at 2019-12-26 03:28 please check this By the way, customer reports this issue so far happened on laptop/pc only, mobi ...

Could you please help to confirm if the laptop users get offline after they closed the authentication page, if yes, it's normal.

For wireless PC terminal, web browser will send a heartbeat message to the portal server periodically to keep the normal online status, if the authentication page is closed, the web browser cannot respond to the heartbeat message, then the user will be forced to go offline due to session timeout. So for PC terminal, can’t close the authentication page.

For wireless mobile terminal, the SC determines whether to force user offline based on the session timeout interval. So the authentication page can be closed.


You can try to enable the wireless PC compability in path System > Global Parameters > Web Terminal

View more
  • x
  • convention:

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