Wireless Access Points (WAPs)

What is it?

A Wireless Access Point (WAP) is a device that allows wireless devices to connect to the wired network using Wi-Fi. WAPs are common across all CSPD sites as wireless connectivity is considered to be a core service.

All schools are currently using Cisco WAPs for their wireless connectivity, which include older 3702 and newer 3802 models with varying capabilities.

Distribution of WAPs at a site is dependent on multiple factors, including how many devices in a space and the predicted demands of those devices on the network.

How do I use it?

Wireless Access Points are already installed at each site and do not require day-to-day maintenance.

A functional WAP should either display a solid blue light (indicating functional and devices connected) or solid green (indicating functional but no devices connected). Other light patterns are indicative of a potential issue and should be reported to the ICT Service Desk (see next section).

A key task to be performed by ICT support per site is the regular checking of WAPs to ensure they are still functioning. A faulty WAP may not be immediately noticed by staff as wireless connectivity may leak into the space from other nearby WAPs.

What if it doesn't work?

There are two commonly reported issues with Wireless Access Points: either they are not functional, or they are functional but performance is poor.

Not Functional

A WAP is determined as not functional either when it has an unusual light pattern (i.e. not solid blue or green), or has sustained physical damage. When this occurs the ICT support on site needs to fill out the following troubleshooting questions and create a ServiceNow log for evaluation:

WAP Troubleshooting Survey

• Which room at the site is the WAP mounted in?

• What is the light sequence of the WAP in the room?

• What is the name/location of the data cabinet that the WAP runs back to?

• Which switch in the data cabinet is the WAP patched into (sw01, sw02, etc)?

• What is the port number on the switch that the WAP runs back to?

• Please unplug the WAP and plug a laptop into the port. What Default Gateway did the laptop receive?

• Please change the Ethernet lead between the WAP and the data port. Did this make a difference?

• Please change the Ethernet lead between the patch panel and the switch port. Did this make a difference?

• Please unmount the WAP and connect directly to the switch. Did this make a difference?

• What is the WAP's serial number (printed on the back of the WAP)?

• What is the WAP's MAC address (printed on the back of the WAP)?

It is important that these questions are answered in as much detail as possible, as insufficient information will extend the time needed to reach a resolution.

When this information is received it is analysed by Service Desk and the Cloud and Networks team, and depending on the nature of the issue one of three actions may be taken:

• The issue may be fixed remotely by Network Support Team altering the WAP configuration.

• The WAP may be picked up by a TSO for testing or replacement at CSPD main office.

• ICT support at the site may be requested for more specific troubleshooting or information.

Workflows of the troubleshooting and replacement processes for WAPs can be seen in the resources section. Any questions or concerns on these processes should be referred to the ICT Service Desk.

Poor Performance

A Wireless Access Point might be functional but have generally poor performance. In these cases please retrieve the WAP's MAC address and create a ServiceNow log to conduct advanced troubleshooting.

Other Issues

Please create a ServiceNow log for support if you experience any WAP-related issues not covered above.

Resources:

WAP Troubleshooting Guide