Troubleshoot Devices

When you troubleshoot APs, sensors, and clients, make sure that the device is reachable from the computer that uses Manage.

You can troubleshoot devices in packet level mode or event level mode. With packet level mode, you can use packet capture tools like Wireshark, Omnipeek, or any other tool available to you.

Alternatively, you can save and download the packet capture history for future reference. The packet capture history is saved as a .pcap file. This file can also be viewed with Wireshark, Omnipeek, and similar tools.

  • You cannot troubleshoot a merged device with multiple BSSIDs. You can troubleshoot a single BSSID of a merged device.
  •  When a troubleshooting session is in progress, a notification regarding the active troubleshooting session can be viewed in the Notifications page in Manage.
  • A troubleshooting session automatically times out or terminates after the specified timeout irrespective of the activity.

Troubleshoot with Packet Level Mode

To troubleshoot a device in packet level mode:

  1. Select Monitoring > Managed Devices.
  2. Select the check box for the device to troubleshoot.
  3. From the toolbar, select More > Packet Capture.
    The Packet Capture window appears.
  4. Select the check box for the device from the device list.
    The sensors that detect the device are sorted based on their availability and signal strength.
  5. In the Troubleshooting Mode section, select Live Packet Capture.
  6. In the Streaming option drop-down list, select Wireshark/Omnipeek on local machine.
  7. Specify the time-out interval in Timeout.
    The default timeout for packet level troubleshooting mode is 5 minutes. The minimum allowed value is 1 minute and maximum is 720 minutes.
  8. Select the packet type.

If you want to capture all packets, select All packets on the channel.

If you want to view only packets from the AP visible to the troubleshooting sensor, select the Only packets for the selected BSSID <BSSID value> option.

  1. In the Protocol and Channel Selection section, select the protocols and channel that you want to troubleshoot.
  2. If you want to select a single channel, select the Select Channel option and specify the channel number and width (channel offset).

By default, the protocol and channels are displayed based on the device template applied to the sensor used to troubleshoot. You can select a different protocol and channel, if required. Alternatively, you can select the Rotate on all Channels option to troubleshoot on all available channels.

  1. Click Start Troubleshooting.
  2. Select an appropriate tool for live packet capture.
    If you do not have the tools already installed, you can download Wireshark, Omnipeek, or any other tool.
  3. To view the packet capture, open the command line interface of the operating system installed on your computer and execute the command displayed in the Wireshark or Omnipeek section depending on the tool you use.

The Troubleshooting in Packet Level Mode dialog box contains guidelines for the command to execute for Wireshark and Omnipeek.
In this example, for Wireshark the rpcap is the protocol, 192.168.9.172 is the IP address of the sensor to troubleshoot, and atn0 is the interface.

When you use the Wireshark command on the command line, type the appropriate sensor IP address. Similarly, in the command for Omnipeek, 192.168.9.172 is the IP address of the sensor and atn0 is the interface. When you use the Omnipeek command on the command line, type the appropriate sensor IP address.

Packet capture settings

Troubleshoot with Packet Capture Mode

To troubleshoot a device with packet capture mode:

  1. Select Monitoring > Managed Devices.
  2. Select the check box for the device.
  3. From the toolbar, select More > Packet Capture.
    The Packet Capture window appears.
  4. In the Troubleshooting Mode section, select Live Packet Capture.
  5. From the Streaming option drop-down list, select Upload to Server.
  6. Type a suitable prefix for the file name in Filename Prefix.
    This helps you identify the troubleshooting files when you download the packet history.
  7. Specify the time-out interval in Timeout.
    The default timeout for packet level troubleshooting mode is 5 minutes. The minimum allowed value is 1 minute and maximum is 720 minutes.
  8. In the Traffic Selection section, select the packets you want to capture.

To capture all packets, select All Packets on the Channel.

To capture only specific packet types, select Packet Types > Filter. Select the required data frames and management frames, or both, to capture.

  1. In the Protocol and Channel Selection section, select the protocols and channel that you want to troubleshoot.

If you want to select a single channel, select the Select Channel option and specify the channel number and width (channel offset). By default, the protocol and channels are displayed based on the device template applied to the sensor used to troubleshoot. You can select a different protocol and channel, or both, if required. Alternatively, you can select the Rotate on all Channels option to troubleshoot on all available channels.

  1. Click Start Troubleshooting.

Troubleshoot with Event Level Mode

To troubleshoot with event level mode:

  1. Select Monitoring > Managed Devices.
  2. Select the check box for the AP to troubleshoot.
  3. From the toolbar, select More > Packet Capture.

    The Packet Capture window appears.
  4. Select the check box for the sensor from the list of devices operating as sensors.
    The sensors that detect the device are sorted based on their availability and signal strength.
  5. In the Troubleshooting Mode section, select Generates Additional Events for the device.
  6. Specify the timeout interval in Timeout.

    The default timeout for event-level troubleshooting mode is 2 minutes. The minimum allowed value is 1 minute, and maximum is 5 minutes.
  7. In the Traffic Selection section, select the packets you want to capture.

If you want to capture packets for all BSSIDs on the device visible to the troubleshooting sensor, select the Packets of all BSSID on this WatchGuard AP option.

If you want to capture only the packets from the device visible to the troubleshooting sensor, select the Only packets for the selected BSSID <AP MAC address> option.

  1. In the Protocol and Channel Selection section, select the protocols and channel that you want to troubleshoot.

If you want to select a single channel, select the Select Channel option and specify the channel number and width (channel offset). By default, the protocol and channels are displayed based on the device template applied to the troubleshooting sensor. You can select a different protocol and channel, if required. Alternatively, you can select the Rotate on all Channels option to troubleshoot on all available channels.

  1. Click Start Troubleshooting.

Stop Troubleshooting

A troubleshooting session automatically times out or terminates after the specified timeout. You can manually terminate a troubleshooting session.

To stop an active troubleshooting session manually:

  1. Click the Notifications icon notifications icon at the top right of the page.
    The active troubleshooting sessions are displayed along with other notifications.
  2. Click the notification for active troubleshooting sessions.
    A list of sensor troubleshooting sessions is displayed.
  3. Select the check box for the troubleshooting session to terminate.
  4. Click Stop.

The troubleshooting session is terminated and a message indicating the termination of the troubleshooting session is displayed. If the Upload to Server option is Streaming in the Troubleshooting Mode section, the packet capture history is uploaded to the server.

Download Packet Capture

Wi-Fi Cloud maintains a packet capture history for troubleshooting instances for a period of 30 minutes after you stop troubleshooting.

You can download this history and save them for future reference. The packet captures are available in a .pcap format.

To download a packet capture file:

  1. Select the required location from the location tree.
  2. Select Monitoring > Managed Devices.
  3. Click the More > Previous Packet Captures option on the tool bar.
    The Packet Capture dialog box appears. The list of files is displayed with the file name, file size in KB, troubleshooting start time and troubleshooting stop time.
  4. Click the Download link for the packet capture file.

View Packet Capture History by Location

You can view the packet capture history of all files that have been uploaded for the APs at a given location. This is useful when a large number of APs are deployed at the location.

When you view the packet capture files for a location folder, the packet capture uploaded for the child location devices are visible along with the packet capture files for the selected location folder. You can select the required packet capture file from the list of packet capture files to view the details.

To view packet capture history by location:

  1. Select Monitoring > Managed Devices.
  2. Select the location where you want to view the packet capture history.
  3. Click the More > Packet Capture History option on the tool bar.

Delete Packet Capture

Wi-Fi Cloud maintains a packet capture history for troubleshooting instances for a period of 30 minutes after you stop troubleshooting. You can delete this packet capture history.

To delete a packet capture file:

  1. Select the location from the location tree.
  2. Select Monitoring > Managed Devices.
  3. Click the More > Previous Packet Captures option on the tool bar.

    The Previous Packet Capture dialog box appears. The list of files is displayed with the file name, file size in KB, troubleshooting start time and troubleshooting stop time.
  4. Select the check box for the log file to delete.
  5. Click the delete icon.
  6. Click Yes to confirm.

Debug Logs

The debug logs are useful for troubleshooting a device problem. Debug logs are available in .tgz format. When you retrieve debug logs from a device, you must make sure that the device is reachable.

If you attempt to retrieve a debug log for an AP that is running an older version of firmware than the version running in Wi-Fi Cloud, the AP ignores the request. No notification is sent about the status of the request.

To retrieve debug logs from a device:

  1. Select Monitoring > Managed Devices.
  2. Select the check box for the active device from which you want to fetch the debug log.
  3. From the toolbar, select More > Get Debug Logs.

A notification appears in Notifications. Click the notification to view the debug log.

Download Debug Log

Wi-Fi Cloud retains a debug log for 30 minutes after the log is generated. You can download and save a debug log for future reference. The debug logs are available in a .tgz format.

To download a debug log:

  1. Select the required location from the location tree.
  2. Select Monitoring > Managed Devices.
  3. From the toolbar, select More > Previous Debug Logs.
  4. Click the Download link for the debug log to download, and select the path to store the debug log.
    The debug log file is saved to the specified location.

Delete Debug Logs

Wi-Fi Cloud maintains a debug log history for a period of 30 minutes after you retrieve the logs. The debug logs are available in a .tgz format.

To delete a debug log:

  1. Select the location from the location tree.
  2. Select Monitoring > Managed Devices.
  3. From the toolbar, select More > Previous Debug Logs.
    The list of files is displayed with the file name, file size in KB, start time, stop time, and status.
  4. Select the check box for one or more log files.
  5. Click the Delete icon icon.
  6. Click Yes to confirm.