topic Re: AP230 failed to update the firmware in Aerohive Migrated Content

AP230 failed to update the firmware

egomez1 — Tue, 11 Jun 2019 23:04:31 GMT

The actual firmware is the 6.1r6a, I want to update progresive to the 6.5r4 but I recibe the mesage "Device Update Failed. The AheroHive device was unable to save the image to flash memory . Rebootr the AeroHive device and try again.", but this doesn't work.

Re: AP230 failed to update the firmware

samantha_lynn — Wed, 12 Jun 2019 02:38:28 GMT

Hi Eduardo, I've emailed you directly with the files you'll need and a guide that reviews how to update the firmware from the APs Web UI instead of the HiveManager. We'd need to get the AP up to at least 6.5r3 to manage it in the HiveManager.

Re: AP230 failed to update the firmware

egomez1 — Wed, 12 Jun 2019 05:30:07 GMT

Thanks for the help

Re: AP230 failed to update the firmware

dmorin1 — Sat, 02 Nov 2019 04:10:27 GMT

I have an AP370 in the same situation. Currently 6.5r2.

Re: AP230 failed to update the firmware

samantha_lynn — Mon, 04 Nov 2019 21:44:41 GMT

Thank you for letting me know @Dan Morin , I've emailed you directly with the files you'll need as well. Please let me know if you have any trouble updating your AP.

Re: AP230 failed to update the firmware

AnonymousM — Tue, 12 Nov 2019 21:23:46 GMT

Im having the same problem with my AP230s i have hiveOS 6.5r4

Re: AP230 failed to update the firmware

samantha_lynn — Tue, 12 Nov 2019 22:51:13 GMT

Hi Joshua, can you confirm you have the following ports open on your firewall and any content filters you may have?

UDP 12222

TCP 443

TCP 22

Re: AP230 failed to update the firmware

AnonymousM — Wed, 13 Nov 2019 02:41:44 GMT

From what i can see i do have all three ports open and no content filters that should be limiting the access of the AP to access the updates

Re: AP230 failed to update the firmware

samantha_lynn — Wed, 13 Nov 2019 02:47:18 GMT

Thank you for checking. In that case, could you enable CAPWAP debugs, try to update the AP again, wait for that to fail, then pull tech data from the AP and send that to me at communityhelp@aerohive.com?

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

This guide reviews how to get tech data from the GUI: https://thehivecommunity.aerohive.com/s/article/How-to-download-tech-data-in-HiveManager

This guide reviews how to get tech data from the CLI of the AP, in case that's easier: https://thehivecommunity.aerohive.com/s/article/Collecting-Tech-Data-via-CLI

Re: AP230 failed to update the firmware

samantha_lynn — Wed, 13 Nov 2019 03:27:25 GMT

Thank you for that data. I'm seeing a lot of missed echo packets here. 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. If an AP is still connected to the internet and passing traffic while missing echos, it's likely due to latency on the network; the AP is unable to process the echo request quickly enough due to the amount of traffic it has to process before responding.

Since the AP is randomly registering as disconnected, the updates are likely failing during one of these times. This is usually caused by latency on the backend network. If you'd like assistance troubleshooting this, and can send me a packet capture, I can let you know if we have any clients flooding the network or if we have too much multicast/broadcast traffic.

Re: AP230 failed to update the firmware

m_hill — Wed, 18 Dec 2019 01:33:53 GMT

I also seem to be having the issue listed above with the Access Point unable to update. It is on version 6.1r6

Re: AP230 failed to update the firmware

samantha_lynn — Wed, 18 Dec 2019 02:20:08 GMT

Hi Michael, thanks for letting me know. I've emailed those files to you directly, please let me know if you have any issues updating your devices.

Re: AP230 failed to update the firmware

informatique8 — Wed, 18 Dec 2019 18:06:57 GMT

I had this error because only 1 DNS was entered in the configuration. with 2 DNS it was OK ! (ap-230 et Ap-250)

Re: AP230 failed to update the firmware

fengyuan636 — Thu, 21 May 2020 18:48:21 GMT

I have an AP230 in the same situation.i need 6.5r3