topic Re: Onboarding fails in Aerohive Migrated Content

Onboarding fails

alex_thurley — Fri, 21 Sep 2018 19:35:45 GMT

Onboarding doesn't work for one access point, it says it failed. Two other access point succed to board but is never seen in HiveManager NG. What shall I do? Our local vendor isn't really helpful at the moment. This issue is with 3 AP370 access points. Our license has enough free slots to cover those 3 additional APs.

Alex

Re: Onboarding fails

samantha_lynn — Fri, 21 Sep 2018 21:20:25 GMT

What is the onboarding error you are seeing? If it is saying that the serial number is already in use, please email the serial number to me so I can free it up for you, my email is communityhelp@aerohive.com.

Re: Onboarding fails

alex_thurley — Fri, 21 Sep 2018 22:09:21 GMT

Hi Sam, it simply says that the process failed. I've sent you an email with all serialnumbers of APs that are affected where on boarding fails and the to other never surface in the management interface...first time ever we have this issue. We use Aerohive since 2012 with over 100 APs and never had an issue like that.

Alex

Re: Onboarding fails

alex_thurley — Fri, 21 Sep 2018 22:09:51 GMT

Attached is a screenshot of the error when the boarding fails.

Re: Onboarding fails

alex_thurley — Fri, 21 Sep 2018 22:17:51 GMT

And Sam,

Our vendor informed me while discussing another issue that isn't solved yet, maybe 4 weeks ago, that this is the last support request they would handle for free, and that future incidents would have to be paid.

I was really negatively surprised because in all those almost 7 years with Aerohive this is the first time support would cost money. Now I read here in other threads that other customers had a similar experience.

Do you plan to adjust the product pricing accordingly with this less attractive procedure for the customer? Why wasn't I informed directly about this change but learned about it just accidentally?

Alex

Re: Onboarding fails

samantha_lynn — Sat, 22 Sep 2018 00:16:37 GMT

Thank you for that serial number, the one that was giving you an error did have a duplicate record that was causing issues, I've freed that up for you so you should be able to add that serial number now.

If the APs won't connect to the HiveManager, this guide should help you troubleshoot CAPWAP issues: https://thehivecommunity.aerohive.com/s/article/CAPWAP-Guide-for-HiveManager-NG

To my knowledge support has always been a paid service, or at least in the last 4 years for certain. We are getting more diligent about checking for support when creating support cases. We are a fully channel based company, which means pricing information comes from your Aerohive partner, so they should have been keeping you updated on the price changes or deals that were available.

You can always get support for free here on the community, or if you don't want to post your question or information publicly you can email me directly.