A user's Galaxy J5 (2016) [SM-J510MN; Android Version 6.0.1, Baseband version J510MNUBU2AQI2; security patch level August 1, 2017; Kernel Version 3.10.49-12304018] is unable to connect to wifi no matter which AP he uses in our building. At IT, we performed a settings reset (not full device wipe) and even forgot connection settings to the wifi point and re-tried with several different user accounts. We use the same procedure to connect this device to the wifi as with any other mobile device in our company. Device is white listed as well. Attached is the packet capture log for a 60 second period. This device only has the Ambrose wifi access point configured, not the QA-Wireless nor Drake. The device tries to connect, but never does.
What additional steps can we take to troubleshoot this device not connecting to the access point outside of fully wiping the device?
==Packet Capture ==
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11:52:01.508241 Action (8a:15:04:45:0f:84): BA ADDBA Request
11:52:06.166580 ARP, Request who-has 192.168.192.225 tell 10.128.128.128, length 46
11:52:08.906223 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:08.947771 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:08.996509 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:12.109538 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:12.340288 Probe Response (KITEST) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:12.340974 Probe Response (Drake) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:12.341622 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:12.366659 Probe Response (KITEST) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:12.367321 Probe Response (Drake) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:12.368024 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:12.463639 Action (02:18:4a:ad:f9:54): BA ADDBA Request
11:52:12.518653 Acknowledgment RA:c8:d7:b0:47:eb:05
11:52:14.170931 ARP, Request who-has 192.168.192.225 tell 10.128.128.128, length 46
11:52:14.585480 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:14.634768 Authentication (Open System)-2:
11:52:17.782783 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:17.782816 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:17.808973 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:17.949129 Probe Response (KITEST) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:17.949756 Probe Response (Drake) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:17.950408 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:20.189036 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:20.205861 Authentication (Open System)-2:
11:52:20.213045 Authentication (Open System)-2:
11:52:20.219883 IP 10.128.128.128 > 224.0.0.1: igmp query v3 [max resp time 0.0s]
11:52:22.184471 Action (8a:15:04:45:0f:84): BA ADDBA Request
11:52:22.198373 ARP, Request who-has 192.168.192.225 tell 10.128.128.128, length 46
11:52:22.552521 Action (8a:15:04:45:0f:84): BA ADDBA Request
11:52:23.545678 Action (8a:15:04:45:0f:84): BA ADDBA Request
11:52:24.073602 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:24.073881 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:24.094965 Probe Response (KITEST) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:24.101579 Probe Response (Drake) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:24.108668 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:24.160666 Probe Response (KITEST) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:24.161367 Probe Response (Drake) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:24.162043 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:24.297454 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:24.331787 Authentication (Open System)-2:
11:52:30.058600 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:30.088446 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:30.177497 Action (8a:15:04:45:0f:84): BA ADDBA Request
11:52:38.982252 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:39.010700 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:39.084419 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:39.084453 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:39.111443 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:39.111472 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:52:39.117228 Probe Response (KITEST) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:39.238511 Probe Response (KITEST) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:39.240162 Probe Response (Drake) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:39.240192 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:41.460429 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:41.486443 Authentication (Open System)-2:
11:52:46.176984 Action (8a:15:04:45:0f:84): BA ADDBA Request
11:52:49.339920 Probe Response (KITEST) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:49.339988 Probe Response (Drake) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:49.340001 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:58.358724 Probe Response (KITEST) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:58.358756 Probe Response (Drake) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:52:58.358767 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:53:00.109452 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:53:00.109485 Probe Response (QA-WIRELESS) [1.0* 2.0* 5.5* 11.0* Mbit] CH: 9, PRIVACY
11:53:00.176792 Probe Response (KITEST) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:53:00.177487 Probe Response (Drake) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:53:00.178198 Probe Response (Ambrose) [9.0 11.0* 12.0 18.0 24.0 36.0 48.0 54.0 Mbit] CH: 11, PRIVACY
11:53:00.181818 Probe Response (WBI5039) [1.0* 2.0* 5.5* 6.0 9.0 11.0* 12.0 18.0 Mbit] CH: 11, PRIVACY
11:53:00.190155 Probe Response (WVGUEST) [1.0* 2.0* 5.5* 6.0 9.0 11.0* 12.0 18.0 Mbit] CH: 11, PRIVACY
11:53:00.195383 Probe Response (WVGUEST) [1.0* 2.0* 5.5* 6.0 9.0 11.0* 12.0 18.0 Mbit] CH: 11, PRIVACY
11:53:00.200876 Probe Response (WVD2RLTD) [1.0* 2.0* 5.5* 6.0 9.0 11.0* 12.0 18.0 Mbit] CH: 11, PRIVACY
11:53:00.206559 Probe Response (WVD2RLTD) [1.0* 2.0* 5.5* 6.0 9.0 11.0* 12.0 18.0 Mbit] CH: 11, PRIVACY
11:53:00.209476 Probe Response (WVD2RLTD) [1.0* 2.0* 5.5* 6.0 9.0 11.0* 12.0 18.0 Mbit] CH: 11, PRIVACY
11:53:00.212425 Probe Response (WGI5347) [1.0* 2.0* 5.5* 6.0 9.0 11.0* 12.0 18.0 Mbit] CH: 11, PRIVACY
11:53:00.225751 Probe Response (WGI5347) [1.0* 2.0* 5.5* 6.0 9.0 11.0* 12.0 18.0 Mbit] CH: 11, PRIVACY
78 Packets received from 1 access points.
Timeout reached
--- End Of Stream ---
