topic Re: Our AP is not working. We bought a new AP, it was very difficult to add it to Hive Manager. The AP is actually connected if we use ip to connect, but the status shows that the AP is disabled in HiveManager. Please help fix this issue in Aerohive Migrated Content

Our AP is not working. We bought a new AP, it was very difficult to add it to Hive Manager. The AP is actually connected if we use ip to connect, but the status shows that the AP is disabled in HiveManager. Please help fix this issue

itsupport9 — Fri, 15 Mar 2019 18:58:38 GMT

Our AP is not working. We bought a new AP, it was very difficult to add it to Hive Manager. The AP is actually connected if we use ip to connect, but the status shows that the AP is disabled in HiveManager. Please help fix this issue

Re: Our AP is not working. We bought a new AP, it was very difficult to add it to Hive Manager. The AP is actually connected if we use ip to connect, but the status shows that the AP is disabled in HiveManager. Please help fix this issue

itsupport9 — Fri, 15 Mar 2019 19:06:11 GMT

Re: Our AP is not working. We bought a new AP, it was very difficult to add it to Hive Manager. The AP is actually connected if we use ip to connect, but the status shows that the AP is disabled in HiveManager. Please help fix this issue

AnonymousM — Sat, 16 Mar 2019 04:07:41 GMT

Did you add the SN to your HMOL instance? If you go to Home - Administration - Logs - Audit Log, you may see that your HMOL instance is rejecting an unknown SN from joining your HM. Under Configuration - Device Inventory - Add/import, you can input the serial number of the device. That should allow it to join properly so that it can be configured.

Re: Our AP is not working. We bought a new AP, it was very difficult to add it to Hive Manager. The AP is actually connected if we use ip to connect, but the status shows that the AP is disabled in HiveManager. Please help fix this issue

itsupport9 — Mon, 18 Mar 2019 16:08:23 GMT

Thanks for your reply.

I added the serial number, but nothing has changed.

Please see the next picture.

Re: Our AP is not working. We bought a new AP, it was very difficult to add it to Hive Manager. The AP is actually connected if we use ip to connect, but the status shows that the AP is disabled in HiveManager. Please help fix this issue

itsupport9 — Mon, 18 Mar 2019 16:14:35 GMT

Could you arrange a remote session on my computer and help me add an access point?

Because it has a disconnected status.

Re: Our AP is not working. We bought a new AP, it was very difficult to add it to Hive Manager. The AP is actually connected if we use ip to connect, but the status shows that the AP is disabled in HiveManager. Please help fix this issue

itsupport9 — Tue, 19 Mar 2019 21:01:18 GMT

There is nothing about unknown SN from joining my HM

Please see attached picture

Re: Our AP is not working. We bought a new AP, it was very difficult to add it to Hive Manager. The AP is actually connected if we use ip to connect, but the status shows that the AP is disabled in HiveManager. Please help fix this issue

weekdaysailor — Thu, 21 Mar 2019 11:10:38 GMT

If you look closely, all of your other APs start with a different number. So maybe you didn't get the correct number off of the access point?

Re: Our AP is not working. We bought a new AP, it was very difficult to add it to Hive Manager. The AP is actually connected if we use ip to connect, but the status shows that the AP is disabled in HiveManager. Please help fix this issue

itsupport9 — Thu, 21 Mar 2019 20:49:35 GMT

This is because this is a NEW access point, the others were bought together a few years ago.

This is the correct MAC address (see image) and shows up on the system but does not get the config.

Can we arrange a support call / remote assistance?

Re: Our AP is not working. We bought a new AP, it was very difficult to add it to Hive Manager. The AP is actually connected if we use ip to connect, but the status shows that the AP is disabled in HiveManager. Please help fix this issue

weekdaysailor — Thu, 21 Mar 2019 23:24:04 GMT

Maybe a version mismatch then? That new AP is significantly downrev from your others. Perhaps manually upgrading it to a your current version of HiveOS would help.

https://thehivecommunity.aerohive.com/s/global-search/8.2r4

https://thehivecommunity.aerohive.com/s/article/Upgrading-AP-firmware-via-web-UI

If you want support directly from Aerohive, you could try opening a case at https://thehivecommunity.aerohive.com/s/contactsupport