topic Re: I'm unable to load client details page from global search. in Aerohive Migrated Content

I'm unable to load client details page from global search.

w1f1n00b — Thu, 07 Nov 2019 02:42:29 GMT

If I type a client name or mac address into global search it list the results. If I click on the result for a client, I get the pop up window with the error "an unknown error has occurred" and the page details are blank. I've confirmed this for several different clients .

Curious if others are experiencing this?

Re: I'm unable to load client details page from global search.

w1f1n00b — Thu, 07 Nov 2019 02:45:56 GMT

In one case, there were two identical names listed in the search listed under "client". One would load properly, and the other gave the error. I've not been able to reproduce this for other clients so this might be an anomaly.

Re: I'm unable to load client details page from global search.

AnonymousM — Sun, 10 Nov 2019 11:27:55 GMT

Hey John,

You can always use the Extreme Cloud Status page to confirm health of HiveManager in your area. Often times, these errors can be caused by the browser and clearing browser cache might resolve the issue.

Re: I'm unable to load client details page from global search.

w1f1n00b — Mon, 11 Nov 2019 22:22:26 GMT

I don't believe it's an outage thing, but thanks for sharing that link. That's a good bookmark to have.

It feels like some type of database bug to me (especially the duplicate entry).

I've gone ahead and cleared all browser data, as well as ensured browser (chrome) is up to date. I'm using chrome at the suggestion of my S.E. as I personally prefer firefox but was told ExtremeCloud IQ tends to run smother in chrome.

Even after all this (and loosing all my customization (columns, sorts, etc - these get wiped with the browsers data - why can't these be persistent?) the clients are still giving an error and not loading any data.

Re: I'm unable to load client details page from global search.

AnonymousM — Tue, 12 Nov 2019 04:20:50 GMT

It sounds like time to open a support ticket, so we can track. If you don't mind post the case# back here or email me directly at kcotterman@extremenetworks.com

Re: I'm unable to load client details page from global search.

w1f1n00b — Tue, 19 Nov 2019 22:54:08 GMT

I'm hesitant to open a ticket until I better understand what the problem is otherwise it's just going to be a bunch of needless back and forth.

I'm trying to determine when the error occurs because it's not all clients. I believe it is happening for disconnected clients, but not always.

as an example. This morning my cell phone was not connected to Wi-Fi. I searched for the client and got the error. I then connected my phone to wifi, searched in global search again, and this time the page loaded properly. I then disconnected from Wi-Fi and the client page continues to load properly.

I'll stay off Wi-Fi and see if the error reoccurs after some period of time.

I'm gonna hunt to see if I can find another device to confirm this behavior with.

Re: I'm unable to load client details page from global search.

ashley_finch — Tue, 19 Nov 2019 23:01:48 GMT

Hi John, I've seen the same issue but I didn't look into it for long enough to determine the cause. From what I remember it was a client that had been connected but a number of days ago that I was trying to load. Not sure if it's just coincidence or not but it sounds similar to what you've seen.

Re: I'm unable to load client details page from global search.

w1f1n00b — Tue, 19 Nov 2019 23:27:49 GMT

Ok. I went ahead and opened a case - 00288484

Re: I'm unable to load client details page from global search.

w1f1n00b — Tue, 19 Nov 2019 23:37:12 GMT

Do we know when disconnected client data is purged? Is it all purged or is some data retained?