topic Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it in Aerohive Migrated Content

Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

alain_canizares — Wed, 05 Dec 2018 04:35:07 GMT

I have a HiveManager Connect account and have seven AP121s. One of them is stuck on HiveOS 6.5r4. When I upgrade HiveOS it displays a "Device Update Failed" regardless of HiveOS version I choose.

Resetting the AP back to factory settings and re-adding it to the the HiveManager does NOT seem to work as well.

Can someone please point me to the right direction please? Maybe a manual update of the HiveOS if I can have the .img file?

Thanks in advance.

Alain

alain.canizares@gmail.com

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

samantha_lynn — Wed, 05 Dec 2018 05:51:36 GMT

What message do you see when you hover over the Device Update Failed message?

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

alain_canizares — Wed, 05 Dec 2018 12:16:15 GMT

Hi Sam, thanks for the quick reply. I took a screenshot of the error.

Alain

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

samantha_lynn — Wed, 05 Dec 2018 21:15:58 GMT

Thanks very much for that screen shot. Would you be able to navigate to the IP address of the AP in your browser URL bar, log in with the SSH credentials, and upgrade the firmware from there? I can send you the firmware file if you need it, just let me know the version you'd like.

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

alain_canizares — Wed, 05 Dec 2018 22:31:00 GMT

Yes, I can do that and upgrade firmware from there. I think it will be best if you send me about 3 firmware versions starting from newest for the AP121 just in case.

Thanks and much appreciated, Sam! 🙂

Alain

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

samantha_lynn — Wed, 05 Dec 2018 22:41:23 GMT

Thanks for getting back to me! I've sent those files your way 

The latest is the 6.5r10 version.

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

alain_canizares — Wed, 05 Dec 2018 23:51:55 GMT

That worked! You can close the download link and this ticket now, Sam..

Again thank you very much..

Alain

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

frederic_bru1 — Sat, 08 Dec 2018 16:07:20 GMT

Hello,

I have the same problem with two AP130, i try to update in CLI bur i've no idea how to download firmware … the menu are blank ???

Help please 😉

Fred

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

samantha_lynn — Mon, 10 Dec 2018 21:44:31 GMT

@Frederic BRU , thank you for letting me know. I've emailed you directly with the file you will need to manually update your AP and an explanation of our options regarding the downloads page.

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

frederic_bru1 — Tue, 11 Dec 2018 17:14:56 GMT

Hello !

Thanks !

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

stamatis_marits — Mon, 14 Jan 2019 23:10:35 GMT

Hello Sam,

Apparently it seems that I have the same issue. 2 APs (AP121) added, after reset first, but no one get updated. The default OS that it was installed on them was 6.4.x, so please send me directly on the email if you can the 3 latest version.

In addition, I tried to access one of them via typing its private IP on my browser but that doesn't work either. I assume I will use SSH to connect and transfer the image for the upgrade.

Thanks in advance,

Stamatis

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

samantha_lynn — Mon, 14 Jan 2019 23:58:03 GMT

Hello @Stamatis Maritsas , thank you for letting me know. I have emailed you directly with the requested firmware links.

As for being unable to reach the web UI of the AP, I would confirm we are using the correct IP address via the DHCP server (not the HiveManager, that may have old information in this case), and make sure we are trying to access the Web UI on a computer that is within the same subnet as the AP's IP address.

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

stamatis_marits — Tue, 15 Jan 2019 03:03:45 GMT

Thanks a lot @Sam Pirok for your quick response and the supplied HiveOS versions.

My issue still persists though - upgrade not successful in ANY way even now by manual try.

1st try: Save image with HTTP(S) via CLI, having my localhost running as web-server

2nd try: Save image with scp via CLI again, having my hocalhost running as SSH/SCP server

3rd try: Save image with TFTP via CLI but also tried to push HiveOS from Windows 10 machine using TFTP pumpkin.

In addition, I still cannot connect on the AP121 via HTTP(S). Please note that both my local PC, router and AP are all in the same subnet (192.168.10.0/24) and can see/ping each other. I am running out of ideas here so any advice help would be much appreciated. All http, scp, tftp connections seem to timing out on the AP. Also, note that multiple resets had been taking place between the tests.

Thanks in advance,

Stamatis

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

stamatis_marits — Tue, 15 Jan 2019 03:06:14 GMT

@Sam Pirok Please also keep in mind that in my setup my router is acting as DHCP server and my localhost + AP are always getting the same IPs (I configured DHCP reservation for this ;))

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

samantha_lynn — Tue, 15 Jan 2019 03:29:08 GMT

Could you get tech data from this AP? I want to check a few things, mainly to see if we're getting any CPU spikes. To get tech data via the CLI you'd want to follow this guide, it will walk you through how to enable logging ahead of time, how to generate the data, and how to collect it from the CLI once it's there: https://thehivecommunity.aerohive.com/s/article/Collecting-Tech-Data-via-CLI

If you'd like to email that to me directly, please feel free to send it to communityhelp@aerohive.com.

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

samantha_lynn — Tue, 15 Jan 2019 04:21:51 GMT

Thank you for that output, I wasn't able to see any CPU spikes going on, which is good news. Could you go in to the HiveManager and go to Configure> Open the Network Policy> Additional Settings tab within the Network policy> Management Options (left hand side menu)> If this is enabled, could you tell me if the check box next to "Disable Web UI" is checked?

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

stamatis_marits — Tue, 15 Jan 2019 04:31:46 GMT

Hi Sam,

Management Options under your suggested path is grayed out when I am hovering over. I was able to check though the "Disable WebUI On Device" inside the AP config, at the very bottom. This is the title option and underneath say "Override Disable WebUI in the network policy" which is a not checked box. Does this help?

Thanks,

Stamatis

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

samantha_lynn — Tue, 15 Jan 2019 05:07:20 GMT

Thanks @Stamatis Maritsas , I think we've ruled out the basics here and it's time to open a technical support case. I'd like to attempt a format flash to see if we can get the firmware to work for us, but that will require a technician to enter a proprietary password for you. I will email you directly with details on how we'll need to open the case.

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

stamatis_marits — Tue, 15 Jan 2019 05:17:27 GMT

@Sam Pirok I think I have good news. The error I was getting trying to browse the Web UI was related to TLS cipher mismatch (ERR_SSL_VERSION_OR_CIPHER_MISMATCH).

Change the browser and it worked. Mozilla supports a biggest cipher suite I think and it was the one which worked for me at the end. I logged in, upload latest firmware and seems to be working:

AH-7db000#show version

Aerohive Networks, Inc.

Version: HiveOS 6.5r11 build-216370

Build time: Fri Dec 7 08:34:26 UTC 2018

Build cookie: 1812070034-216370

Platform: HiveAP121

Bootloader ver: v1.0.0.52

TPM ver: v1.2.35.8

Uptime: 0 weeks, 0 days, 0 hours, 5 minutes, 32 seconds

Thank you for all your help! I will let you know if I bumped into any other issue.

Stamatis Maritsas

Re: Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

samantha_lynn — Tue, 15 Jan 2019 05:21:01 GMT

Thanks very much for sharing the solution with us!