Client Monitor

View wireless client issues.


The client monitor tool helps identify and troubleshoot issues clients typically encounter when associating with an AP, authenticating, and accessing the network.

View the Client Monitor Issue List

The Issue List window provides a list of all the issues that wireless clients face within the period defined at the top of the window and the issue type and issue status filters defined at the top of the table. For each issue, the table shows the following details:

  • Client host name and MAC address
  • Issue type and summary
  • User profile applied to the client
  • Host name of the Extreme Networks device with which the client connected
  • Client location on a topology map
  • Timestamp when the issue was detected

You can search for a particular client host name or MAC address by entering a full or partial text string.

Issue List Timeline

At the top of the Issue List window, a timeline displays the detected issues. You can increase and decrease the timeline's granularity by changing the time to Day, Week, or Month. Then for each period, you can select a range of hours or days: 1, 4, 8, or 24 hours (for Day); 1, 2, or 7 days (for Week); and 10, 20, 30, 60, or 90 days (for Months). You can customize the time range by dragging the left and right slider over the parts of the timeline you want. You can also move the time range as a block to a different part of the timeline by selecting the middle of a range and dragging it wherever you want.

Issue Types

Issue cards below the timeline are three cards that provide a high-level view of the type and number of issues wireless clients are experiencing during the period defined in the timeline. At a glance, you can see how many issues clients are having in the areas of association, authentication, and networking.

Issue List Table

The Issue List table lists issues that clients experienced or are still experiencing along with details such as their status, client host name, MAC address, issue type and summary, and other fields that can help you identify the issue location. From this list, you can select issues for troubleshooting. The Issue List table consists of the following columns:

Status: One of three icons can appear here: A red exclamation point indicates an active issue, a green check mark indicates an issue that an admin manually marked as resolved, or a maroon up escalator icon indicates that an admin manually escalated the issue.

Client Host Name: The client assigned host name. If the host name is not available, nothing is displayed.

Client MAC: The MAC address of the wireless client.

Issue Type: A classification of the issue. It can be Association, Authentication, Networking (DHCP or DNS server), or Unknown. Additional sub-categories are available when you select Association, Authentication, and Networking from the drop-down list. The Summary column displays the specific sub-category issue type for each client issue detected.

Summary: The sub-category for each client issue detected

User Profile: The user profile applied to the client; if no user profile is applied, nothing is displayed

Extreme Networks Device: The host name of the Extreme Networks access point with which the client is associated

Location: The location of the device on a topology map

Detected On: The month, day, and time-of-day that the access point detected the issue

  • To display issues that involve a real-time troubleshooting session initiated by an admin, select the check box next to Show User Sessions. Troubleshooting sessions are indicated by next to the Status Icon.

By default, to reduce repetition of error messages, APs only report issues to ExtremeCloud IQ if they occur three times. You can control how many times an issue occurs before it is reported using the supplemental CLI and entering the following command:

client-monitor policy <name> problem-type { association | authentication | networking } [ trigger-times <number> ] [ report-interval <number> ] [ quiet-time <number> ]

Troubleshoot Issues

To begin troubleshooting an issue:

  1. Select the check box for an issue that you want to troubleshoot, and select Troubleshoot Selected. I
  1. In the dialog box, enter the following information:

Selected Client: This field contains your selected client name.

Troubleshooting Duration: Select a length of time during which to perform troubleshooting.

Access Points: Select up to ten APs to include when troubleshooting.

You can filter the list to show APs by location, model, connection status.

Location: Troubleshoot APs by location.

Model: Filter APs by model using the drop-down, or choose All.

Status: Filter APs by their connection status or select All.

When completed, select Start. On the Diagnosis window, when you select Start, the button changes to Stop, which you can then select at any time to stop the process.

Take Action

You can act on client issues by escalating them, resolving them, commenting on them, and notifying other administrators about them through email.

  1. Select the check box next to an issue and select Take Action.
  2. In the Take Action dialog box, complete the following fields:

Action: Change the status of the issue to Resolved or Escalate.

  • Once an issue is marked as resolved, you cannot take further action on that issue.

Comments: Add a message describing the issue. This might be a note for yourself or—if you send an email about this to other administrators—to one or more email recipients.

Email: Select the check box and enter one or more email addresses, separating multiple addresses with semicolons.

When you are finished, select Save. The following actions occur:

  • The Active icon changes to Resolved or Escalated in the Status column in the Issue List table.
  • If you entered email addresses, emails are sent to the designated recipients.


You can download the Issue List, filtering it first to focus on certain types of issues if needed. For example, you might download only unresolved issues for tracking purposes, escalated issues for a team meeting, or resolved issues to include in a report. Select Download and save the file to a local directory.

Use Filters

When there is a large number of issues to resolve, you can apply filters to focus on smaller segments to troubleshoot. Use filters to show Association, Authentication, or Networking issues or filter issues by status: Active, Resolved, Escalated or Location. You can also include admin-initiated troubleshooting sessions in the table.

Search for Clients

You can search for clients by entering a client host name or MAC address in the search filed at the top of the Issue List. If you enter a partial host name or MAC address, a drop-down list appears, displaying full names or addresses that match what you entered. Select the name or address you want from the list.