overview
A Wi-Fi router manufacturer based in Hong Kong partnered with Mandelbit to diagnose and resolve a complex connectivity issue reported by customers: random unicast traffic drops affecting individual Wi-Fi stations. By deploying advanced debugging techniques and developing a low-level driver fix, Mandelbit eliminated the issue, improved customer satisfaction, and strengthened the client’s brand reputation.
client profile
industry
Wi-Fi router manufacturing
size
Small-sized, Hong Kong-based vendor
focus
Delivering high-quality Wi-Fi networking products to a global customer base
challenge
Customers were reporting random traffic drops for individual Wi-Fi stations.
Symptoms included:
- Unicast packets failing to deliver while broadcast traffic still flowed.
- No clear pattern across affected stations or networks.
- Multiple customer complaints with no reproducible scenario.
Mandelbit’s solution
Mandelbit implemented a multi-stage approach to identify and resolve the issue:
1. Remote data collection
- Deployed debugging tools remotely on every Access Point across several affected networks.
- Collected extensive diagnostic data from APs without impacting network operations.
2. Offline analysis and hypothesis
- Analyzed data offline to identify anomalies.
- Formulated a theory that the Wi-Fi chipset was erroneously deleting Pairwise Transient Keys (PTKs) for some clients during connections.
3. Driver-Level Fix
- Developed a fix in the Wi-Fi driver addressing the suspected root cause.
- Deployed the fix to a limited number of networks for testing.
4. Rollout and validation
- Confirmed the fix resolved the issue with no side effects.
- Incorporated the solution into a new firmware release for all customers.
results
- Issue eliminated: clients previously affected stopped reporting unicast traffic drops.
- Reduced complaints: number of new customer complaints about traffic drops significantly decreased.
- Brand strengthened: client’s reputation improved due to fast, deep-layer problem resolution.
client impact
The client was amazed at the depth of analysis Mandelbit achieved for what seemed an issue leaving no trace. They were extremely satisfied with Mandelbit’s ability to provide a fix at such a deep layer in the stack (driver level), something no other development team had been able to do.
key takeaways
By deploying advanced debugging tools, conducting deep offline analysis, and creating a driver-level fix, Mandelbit enabled a Wi-Fi router manufacturer to eliminate a complex, reputation-threatening connectivity issue and strengthen its brand position in a competitive market.