AMX NXA-WAPZD1000, Operation/Reference Manual, Page: 147 / 154

Troubleshooting
143 NXA-WAPZD1000 ZoneDirector Smart WLAN Controller
Troubleshooting
Troubleshooting Failed User Logins
SUMMARY: This troubleshooting topic addresses the problems that network users might have with
configuring their client devices and logging into your WLAN.
Upon the completion of the Setup Wizard, the NXA-WAPZD1000 automatically activates a default internal
WLAN for authorized users. A key benefit of the internal WLAN is the Zero-IT configuration, which enables
new users to self-activate their wireless client devices with little or no assistance from the IT department. Zero-
IT client device configuration requires the client be running Windows XP (SP2 or later), Vista (SP1 or later),
Windows 7, Mac OS X, iPhone or iTouch and using a wireless network adapter that implements WPA.
If you and your WLAN users run into initial connection failures when using the Zero-IT configuration and
login, almost all of the problems have two key causes:

Your users' client devices are running another OS, or running a version of Windows pre-XP/ SP2.
(This includes XP/SP1.)

Your users' client devices are using wireless network adapters without a WPA implementation.
The following list of options may be applicable based on your client system’s qualifications:

Option 1: If Windows XP SP2/Vista/7 is on the client machine, check the wireless network adapter
to verify the implementation of WPA.

Option 2: Upgrade to Windows XP SP2/Vista/7, and if needed, acquire a wireless network adapter
with WPA support. Once these changes are made, your users can attempt Zero-IT activation again.

\Option 3: If an older version of Windows is in use, or if another OS is being used, the user must
manually enter the Ruckus WPA passphrase in their network configuration (for more information,
please refer to the Authenticating Clients that Do Not Support Zero-IT section on page 64).

Option 4: If the client’s OS cannot be upgraded and the wireless adapter is limited to WEP, you will
need to do the following:
- Create an additional WLAN for non-standard client connections, then create a Role that refers to
this WLAN, and assign that role to the relevant user accounts.
- Enter the WEP key in the network configuration on the client device.
Fixing User Connections
If any of your users report problematic connections to the WLAN, the following debugging technique may
prove helpful. Basically, you will be deleting that user's client from the Active Clients table in the NXA-
WAPZD1000, and when their client connection automatically renews itself, any previous problems will
hopefully be resolved.
To fix the connection of an active client:
1.
In the Browser-Based Configuration Pages, go to Monitor > Currently Active Clients.
2.
In the Clients table, locate the problematic client, and click the Delete button on the same row.
3.
The client will be immediately disconnected from the WLAN. (Be sure not to block the client. If you do
accidentally block a client, go to Configure > Access Control to unblock.)
4.
From the client computer, refresh the list of wireless networks and attempt to log in again.
5.
After one to two minutes, the Clients table will refresh and display the client again.
If WLAN Connection Problems Persist
If the previous technique fails to resolve the connection issues, you may need to guide the user through a reset
of their WLAN configuration. This requires deleting the user record, then creating a new user record, after
which the user must repeat the Zero-IT Activation process to reactivate their device with the NXA-
WAPZD1000.
1.
Have the user log out of the WLAN.
2.
In the Browser-Based Configuration Pages, go to Configure > Users. The Internal User Database table
appears, displaying a list of current user accounts.