topic Re: Failed firmware upgrade (6.5r1b to 10.0r7a) in Aerohive Migrated Content

Failed firmware upgrade (6.5r1b to 10.0r7a)

childs999 — Tue, 17 Dec 2019 09:58:58 GMT

I have bought a new AP130 unit that is currently running 6.5r1b and I want to update this to 10.0r7a. When I attempt to do this via hiveamanger (Cloud) I get an error "device update failed". I've read some other forum posts indicating I may need to jump to a slightly NEWER firmware before upgrading to 10.0

I've attached a screenshot of the error.

Any help would be greatly appreciated.

Thanks

childs999

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

samantha_lynn — Tue, 17 Dec 2019 22:33:56 GMT

Thanks for reaching out, I've emailed you directly with the firmware files you'll need and a guide reviewing an alternative way to update the firmware in case that helps. Please let me know if you have any further issues updating your AP's firmware.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

markxqzhang — Mon, 13 Jan 2020 10:23:52 GMT

I have the same issue. could you please help me?

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

samantha_lynn — Mon, 13 Jan 2020 21:12:44 GMT

Hi Mark, thanks for letting me know. I've emailed you the firmware files and guide as well, please let me know if I can help with anything else.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

1625995437 — Thu, 16 Jan 2020 22:23:19 GMT

I have the same needs, please also send me an upgrade file.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

samantha_lynn — Thu, 16 Jan 2020 23:31:55 GMT

Hi Tom, I've emailed you the files as well, please don't hesitate to let me know if I can help with anything else.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

animal7390 — Sun, 26 Jan 2020 02:50:37 GMT

I am currently running into the same issue. I just setup a 130 and it has 6.5r1b firmware and wont take the policy

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

samantha_lynn — Mon, 27 Jan 2020 20:47:47 GMT

Thank you for letting me know Nick, I've emailed you the necessary firmware files and guide as well. Please let me know if you have any trouble updating your AP from here.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

stevee — Thu, 06 Feb 2020 09:39:29 GMT

One more here. I have 4 AP130's that are at 6.5r4 and they are failing with the same "...unable to save the image to flash memory..." error.

I also have one at 6.5r7, but when I select it the Update Devices button is still greyed out. Shouldn't this one offer the option of an update also?

I have rebooted all of these moments ago.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

samantha_lynn — Thu, 06 Feb 2020 23:19:13 GMT

Could you add me as an external user so I can take a look for you? If you'd like to add me, please use the email address spirok@extremenetworks.com. This guide reviews how to add an external user and how to find the Organization Name, which I will need to find your instance in particular: https://thehivecommunity.aerohive.com/s/article/Allowing-Support-Access-to-HiveManager

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

stevee — Thu, 06 Feb 2020 23:35:43 GMT

Done.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

samantha_lynn — Thu, 06 Feb 2020 23:46:50 GMT

Thank you. Could you tell me what your Organization Name is? If you'd rather share this privately, please feel free to email the Organization Name to me directly.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

samantha_lynn — Fri, 07 Feb 2020 00:17:36 GMT

Thank you for the Organization Name. The AP that is using 6.5r7 doesn't have a Network Policy applied to it, which is why the update button is grayed out. You'll want to go to Manage> Click on the hostname of the AP> Configure (left hand side menu)> Device Configuration> Choose the Network Policy from the drop down menu under the Network Details section> Save. Then the update option should be available for you back on the Manage Devices page.

For the other APs, could you please confirm the following ports are allowing outbound traffic on your network firewall:

TCP22

TCP443

UDP12222

HTTP80

If they are, would you be able to enable CAPWAP debugs on the APs CLI, replicate the update failure, and then pull tech data from the AP so I can review the debugs for you?

This guide reviews how to enable CAPWAP debugs: https://thehivecommunity.aerohive.com/s/article/CAPWAP-debugs

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

stevee — Fri, 07 Feb 2020 00:52:48 GMT

Those ports are open to the Internet.

I can't reboot these devices during the day. Will that be necessary at any time in this process?

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

samantha_lynn — Fri, 07 Feb 2020 01:00:03 GMT

The first time you update an AP that is in a factory default state, you will need to push a complete configuration push and not a delta configuration push. The complete configuration update will require a reboot of the device. When you are able to reboot, you'll likely want to try a complete configuration on all of the APs to see if that goes through.

Enabling the CAPWAP debugs will not cause a reboot, and in fact those commands will be erased if the AP does reboot, just something to keep in mind.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

stevee — Fri, 07 Feb 2020 01:19:04 GMT

I've enabled debugs on the five devices.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

samantha_lynn — Fri, 07 Feb 2020 02:27:57 GMT

Thank you for enabling those debugs. I'm seeing a large number of echo time outs in the buffered log. If you run the command "show log buff | include ah_capwap_echo_timer" without the quotations you can see what I'm referring to.

The HiveManager and the APs have a call and response check-in system that allows them to confirm that each side of the connection is still responsive; these call and response packets are called echos. There is a specific time window within which an AP would need to respond to an echo to be considered still responsive. If the AP misses a certain number of echos back to back, it is considered disconnected until it responds again.

Given the issue you're having with updates, it's possible that the APs are not maintaining a stable enough connection with the HiveManager to complete an update. It's also possible you need to push a complete configuration and reboot the devices, so we might want to try that when we're able to reboot the devices first.

To help with the echo time outs, we'd want to reduce latency on the backend network. If you can run a packet capture and send that to me, I can let you know if we're seeing too much multicast traffic or if we have any particular client devices flooding the network, both of which could lead to failed echo packets.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

stevee — Fri, 07 Feb 2020 04:42:01 GMT

Ok. Sam, I'm going to have to look into this later tonight. Other things have come up elsewhere. I'll have to get back to you. Thanks for everything so far.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

samgeer123 — Tue, 11 Feb 2020 05:29:41 GMT

I also have 2 ap390s that are giving me a update error. I think the version they have 6.0r2d, I assume this is quite old.

Re: Failed firmware upgrade (6.5r1b to 10.0r7a)

samantha_lynn — Tue, 11 Feb 2020 05:33:04 GMT

That is an older version, I've emailed you with some newer versions and a guide that reviews how to update firmware via the APs Web UI. Please let me know if I can help with anything else.