topic I created a new test account, once inside a policy and a location and purchased a new AP121 which I added in HiveManager. I don't see the SSID I created hence I can't use the AP. Why could that be? in Aerohive Migrated Content

I created a new test account, once inside a policy and a location and purchased a new AP121 which I added in HiveManager. I don't see the SSID I created hence I can't use the AP. Why could that be?

akira — Wed, 10 Apr 2019 22:13:53 GMT

I created a new test account, once inside a policy and a location and purchased a new AP121 which I added in HiveManager. I don't see the SSID I created hence I can't use the AP. Why could that be?

Re: I created a new test account, once inside a policy and a location and purchased a new AP121 which I added in HiveManager. I don't see the SSID I created hence I can't use the AP. Why could that be?

akira — Wed, 10 Apr 2019 22:22:27 GMT

This is what I see. Note it complains that "Device Update Failed"

Re: I created a new test account, once inside a policy and a location and purchased a new AP121 which I added in HiveManager. I don't see the SSID I created hence I can't use the AP. Why could that be?

bruce_stahlin — Wed, 10 Apr 2019 23:48:47 GMT

It appears the config was never successfully pushed, as noted by the failed update notification. This is usually due to loss of capwap between the device and HiveManager, which is either a result of a misconfig in the layer two (vlan) or three (ip/routing) configuration. If you roll over the failure notification, it might lead you toward a resolution. After you've identified and corrected the misconfiguration and a successful push, your AP should be operational.

Re: I created a new test account, once inside a policy and a location and purchased a new AP121 which I added in HiveManager. I don't see the SSID I created hence I can't use the AP. Why could that be?

akira — Thu, 11 Apr 2019 20:02:26 GMT

Thank you BJ Stahlin. I'm totally lost here. The device does restart when I restart it from the cloud, so I guess the communication is working. Also it shows a white light. On the 2 error indicators (the "device Update Failed" and the red exclamation (!) mark next to the green hexagone, this is what I see. I do not understand which warnings are important or not. I'm a bit frustrated....

Re: I created a new test account, once inside a policy and a location and purchased a new AP121 which I added in HiveManager. I don't see the SSID I created hence I can't use the AP. Why could that be?

AnonymousM — Fri, 12 Apr 2019 19:45:57 GMT

There are a few types of communications. Some basic things are sent/received over the CAPWAP session. But some more secure things (configuration updates) are sent over SSH/HTTPS sessions. I suspect that CAPWAP is being allowed out/in fine - denoted by the white LED and your ability to manually reboot it from the GUI but the secure port(s) are not based on the fact that you cant push a config or get a config delta on the device.

I'd start my troubleshooting with content filter and/or firewall for proper ports being opened.

Re: I created a new test account, once inside a policy and a location and purchased a new AP121 which I added in HiveManager. I don't see the SSID I created hence I can't use the AP. Why could that be?

ashley_finch — Fri, 12 Apr 2019 19:50:26 GMT

I think the problem is the firmware the AP is on, it will need to be updated first to 6.5r5 at a minimum (but preferably 6.5r12) before you can push changes etc through HiveManager NG.

You'll have to browse to the IP address and upload the firmware from the download section at the top of this page.

Re: I created a new test account, once inside a policy and a location and purchased a new AP121 which I added in HiveManager. I don't see the SSID I created hence I can't use the AP. Why could that be?

akira — Tue, 23 Apr 2019 07:58:26 GMT

Hello,

Thank you Ashley and Brian for your responses. I'm not familiar with CAPWAP sessions or opening or closing ports, my fiber connection doesn't have a firewall so its a direct connection.

I don’t know who can help me here.

Cliking somewhere I’m told this:

${{

"errorCode" : "backend.config.error.device.connectivity.error",

"errorParams" : null

}}#

Not a clue on what that means. I tell the dealer I bought it from that it doesn’t work. They tell me to speak to Aerohive support.

I’m told in this thread to download something from Downloads and install it directly into the AP. But seems I need to purchase some support contract to just “get working” an AP?

How can I do this without having to purchase a support contract?

Re: I created a new test account, once inside a policy and a location and purchased a new AP121 which I added in HiveManager. I don't see the SSID I created hence I can't use the AP. Why could that be?

samantha_lynn — Tue, 23 Apr 2019 16:59:59 GMT

As Ashley said, the issue here is the older firmware version, you'll need to upgrade to 6.5r3 at minimum to use HiveManager. I've emailed you directly with the firmware files you'll need and guide that reviews how to upgrade the firmware via the APs Web UI.

You don't have to purchase support to use our devices. If you purchase support, you can open a technical support ticket for any questions or issues and you can access our download files without needing to request the links from me. Or, if you choose not to purchase support you can post those questions or issues on our Community for assistance and you've done here, and obtain firmware via the HiveManager GUI.

Re: I created a new test account, once inside a policy and a location and purchased a new AP121 which I added in HiveManager. I don't see the SSID I created hence I can't use the AP. Why could that be?

akira — Wed, 24 Apr 2019 22:00:25 GMT

Thank you very much, I received the firmwares I needed and device is finally working!! In case someone else faces this problem I had to:

manually update to 6.1r6
manually update to 6.2r1
manually update to 6.5r3
manually update to 6.5r12
delete the device from the Hive Manager and add it again, applying policy and location.

Only then the message "Device Update Failed" dissappeared and I started seeing the SSID.

Thank you all very much!!