topic I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance in Aerohive Migrated Content

I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

ssrick78 — Fri, 12 Jul 2019 20:30:35 GMT

I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

Re: I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

samantha_lynn — Sat, 13 Jul 2019 02:22:49 GMT

We are having some issues with a couple of our servers, which is causing the unable to access data error. I will update you as soon as I hear we have resolved the issue.

Re: I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

samantha_lynn — Sat, 13 Jul 2019 04:51:03 GMT

Thank you for your patience, I've been told everything is back up and running now, could you confirm the HiveManager is operating normally now?

Re: I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

ssrick78 — Sat, 13 Jul 2019 20:40:57 GMT

Hi Sam,

yes! now the HiveManager is working normally. Thank you!

Re: I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

jason_hills — Mon, 28 Oct 2019 08:01:24 GMT

@Sam Pirok Hi Sam, unfortunately we have the same issue on an NGVA hosted NG HiveManager. It was operating correclty without this error up until Friday 25 Oct 2019. Is it normally a Resource limitation on the system manager?

Anything we should check on the VMWare instance?

Verion 19.5.1.7-NGVA (the latest ver)

@Andrew Lee is able to assist.

Re: I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

samantha_lynn — Mon, 28 Oct 2019 20:14:47 GMT

This is indicative of a resource issue, I would check your memory allocation to make sure there is sufficient memory for the VA. If there is, you might be dealing with corruption and would want to redeploy the VA and import your backup file (preferably taken before the issue began occurring if you have one) to the new VA.

Re: I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

mjoanis — Fri, 13 Dec 2019 22:48:26 GMT

@Jason Hills @Sam Pirok

I had this issue with our on-prem ng appliance version 19.5.1.7. I resolved it by purging data via HMVA Management>Troubleshooting>Storage. Despite the fact that my resource monitor indicates I have 75% free storage space and sufficient memory resources I had to delete thousands of log files--10 logs at a time--until I had enough "resources" to delete more than 10 at once. (it would error out). Once this was done (took about an hour solid give or take) I no longer received the"Unable to Access Data" error.

Our system meets recommended specs, but I was still told by support that the issue was either a resource issue (I was confidently told I need SSD's) or "corrupt data" and I need to redeploy from a backup. Any system can run out of resources if it is not properly managing the data it generates. The system should be auto purging data OR archiving it in some fashion to prevent this OR at the very least support should be aware of this function.

Aerohive/Extreme needs to do a better job with documentation and getting "internal" info/docs consistent across the board. Additionally, the "its corrupt, you need to wipe it and start over from a back up" answer is unacceptable for what is otherwise a near enterprise-level system--I did not buy an Apple product--don't treat me like I am at the Genius Bar.

thanks,

Matt

Re: I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

informatique8 — Wed, 18 Dec 2019 21:28:25 GMT

idem. Solved by delete. 4 hours to delete logs... how to auto-purge ?

Re: I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

kmyers1 — Tue, 14 Jan 2020 20:16:43 GMT

Just wanted to log in and share my experience as well. It's 100% equal to what Matthew had indicated. I also am running an on-prem NG virtual appliance on version 19.5.1.7.

The problem started halfway through December where I would log into hivemanager and it would say "Unable to access data". When I reboot, it eventually started showing me data and I could navigate HM. That said, within an hour it'd break again, showing "Unable to access data".

At this point I opened a case with Aerohive and the tech had indicated it could be an issue with the fact that we had the VM on SAN storage. We had a call scheduled for him to do some troubleshooting by adjusting things like heap size.

Then I found Matthew's reply, so I spent a few hours yesterday browsing through the log files and deleting them. I tried to do a quick "Purge All" but it gave me a red pop-up error that filled the screen. I then made the page show me "500 at a time" and started off by deleting anyone that had a red status by using the "Delete selection" option. Eventually, just as Matthew said, despite the fact the resource monitor indicates our resources were fine, it was behaving as if resources were in fact the issue. I continued deleting files 10 at a time for an hour, but eventually I could check off the entire 500 log files and delete them as a selection. When done, I restarted the services.

Since then it's been 16ish hours and I'm still able to log in and see the polled data.

Re: I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

nicolas_lesaint — Thu, 06 Feb 2020 16:54:10 GMT

On 19.5.1.7-NGVA On Prem (VM on SAN SSD) with 300 AP, we had this problem for the first time on december.

The ElasticSearch service was stopped and can be restarted for only two hours max after reboot.

We had the same response from the support : SAN is not supported (we never had this information when we installed HiveManagerNG).

After a long negociating, the tech support accept to connect to the console and type a command to purge some files.

He said the problem will come back and he was right it came back this morning after 50 days.

Re: I am having an issue where Unable to Access Data keeps showing when using Network 360 to plan an AP roll out. Screenshot attached. Thanks in advance

mushfiq_shaikh — Thu, 27 Feb 2020 19:51:14 GMT

Thanks Matthew.

I had this same issue which used to get resolved after restarting server but eventually it got stuck at " unable to access data" issue.

It got resolved with Matthew's method.

Need proper solution to it.