Wi-Fi disconnection events

How it works

On Samsung devices, a Wi-Fi module runs at the system level to detect issues. Abnormal Wi-Fi disconnection events are broadcast to the Knox Asset Intelligence agent and uploaded to the server in real time. Use these insights to identify exactly why your devices are disconnected, and conduct a root cause analysis with the historical trends that Knox Asset Intelligence provides.

The categories of Wi-Fi disconnection events are:

By default, event logs are uploaded to the server once every three hours. You can configure this time interval through your Dashboard settings.

Dashboard tile views

For a description of the dashboard tiles, refer to Dashboard tiles explained.

Main tile view

Knox Asset Intelligence provides two Wi-Fi disconnection charts — one that categorizes disconnection events by group, and another that categorizes them by BSSID. Events are arranged in descending order. The five groups and BSSIDs with the highest number of abnormal disconnections are shown.

For event descriptions associated with the above categories, refer to How it works. You can also hover over a bar in the chart to see the distribution of events within that category, or hover over a BSSID name to see the human-friendly access point names associated with that BSSID.

At the bottom of each chart, you can check which groups, BSSIDs, or devices have exceeded the issue thresholds. Click VIEW next to one of the insights to go to a Drill-down view of all affected assets of that type.

Click Expand to see a list of all groups or BSSIDs that recorded Wi-Fi disconnection events over the configured time range. You can choose between Today, Yesterday, Last 7 days, and Last 14 days for the time range.

Expanded view

The expanded view displays a list of BSSIDs and their associated Wi-Fi disconnection events. At the top, the time range follows the global time range set in the console — any events occurring outside of this range aren’t displayed. You can also adjust the time range through the list at the top.

The total number of BSSIDs, SSIDs, APs, disconnection events, and impacted groups and devices are also listed in the page description below the title. Under certain categories, you can click View all to jump to a list of impacted devices, groups, or BSSIDs.

If you’re viewing the Groups chart, the following information is available:

• DEVICE GROUP — The name of the device group.
• EVENT COUNT — The number of disconnection events. Click the event count number to view a list of affected devices.
• BSSID COUNT — The number of affected BSSIDs.
• DEVICE COUNT — The number of devices that reported a disconnection event.

If you’re viewing the BSSIDs/APs chart, the following information is available:

• BSSID — The access point’s basic service set identifier, used to uniquely identify it.
• AP — The friendly name given to the BSSID.
• EVENT COUNT — The number of disconnection events. Click the event count number to view a list of affected devices.
• IMPACTED DEVICES — The number of devices that reported a disconnection event.
• SSID — The name of the network.
• AP VENDOR — The name of the access point provider.
• AP TYPE — The type of access point. For example, a Passpoint or carrier-supported network.
• BANDS — The frequency band associated with the Wi-Fi channel.
• DEVICE GROUP — The device group associated with the access point.

Drill down view

Three drill-down views are available to show additional information about abnormal disconnection events for troubleshooting. If the time range is set to Today or Yesterday, no chart is available. For the Last 30 days and Last 60 days time ranges, neither the chart nor the table info are available.

Depending on whether you choose to view events associated with a BSSID, device group, or device, the list view differs slightly.

The available list data includes the following:

• DEVICE ID — The IMEI/MEID or serial number of the device. This information is only shown when viewing events by access point.
• DEVICE GROUP — The name of the group the device belongs to.
• BSSID — The access point’s basic service set identifier, used to uniquely identify it. This identifier is only shown when viewing events by device ID.
• AP — The friendly name given to the BSSID.
• SSID — The name of the network. This category is only shown when viewing events by device ID.
• DISCONNECTION CATEGORY — The Wi-Fi disconnection category that the event belongs to. See How it works for a list of disconnection categories.
• DISCONNECTION EVENT — A brief description of the disconnection cause. See How it works for additional information on each event.
• 802.11 REASON — The error description corresponding to an IEEE 802.11 code. Refer to IEEE 802.11 codes for more information.
• EVENT TIME — The time the event occurred, in the format DD/MM/YYYY 00:00/City.
• DISCONNECTION EVENT LOG — If available, a log of the device’s disconnection events that can be downloaded.

If you want to obtain details about a device’s disconnection events, click DOWNLOAD DISCONNECTION EVENT LOG at the top of the device list. This button is only enabled if the device has a disconnection event log file available for download. Device logs are collected when an event constitutes more than 10% of the total disconnection events for the selected time period.

To view logs that were generated prior to Knox Asset Intelligence 22.08, use a decoder tool on the file. Any logs generated after that version don’t need to be decoded.

You can use the search bar above the list to search for a specific device ID or BSSID. You can also click the Filter icon to show the filter panel, where you can sort data by specific parameters. Information in the chart is filtered according to the parameters you specify in this panel.

For details about Wi-Fi disconnection events and suggested actions to resolve them, see How it works and IEEE 802.11 codes.

IEEE 802.11 codes

IEEE 802.11 provides the technical standard for devices communicating across wireless networks. The standard provides a type of error code called a reason code, which describes why a device failed to connect to an access point. When a connectivity issue is logged, the Knox Asset Intelligence console may display a reason code to help you troubleshoot the problem.

The following table lists all possible reason codes you may encounter.