topic Devices cannot connect to any wireless network (HM Connect, AP250, SR2208) in Aerohive Migrated Content

Devices cannot connect to any wireless network (HM Connect, AP250, SR2208)

tobias_protz — Thu, 15 Aug 2019 18:51:02 GMT

I just checked on a setup of two access points behind a small Aerohive switch that is supposed to be the basis of a wireless installation for a home setup.

The problem here is: The devices are not able to connect to any network at all, no matter how you set ip up.

Setup: only 1 Vlan for everything, Internet goes into a Router (Fritzbox), from there to a TP-Link Gigabit switch, this one connects to the Aerohive switch which in turn has the two APs connected to provide POE.

The devices are all in one HM connect instance, updated to the current firmware, were running fine at another place with exactly the same Fritzbox.

I can see any wired connected device in the HM, regardless which device it is on. I can see every wireless device connected to the Fritzbox. But no matter what kind of wireless network I create (guest, WPA2 standard or whatever), the clients cannot connect. I only get some kind of error code from my phone though, when the network is using a standard WPA2 protection. The error is translated poorly into my language, reads along the lines of "network full" as if the DHCP (Fritzbox) would not be able to pass along more IPs. It has a ton of free IPs in the range left though (over 100).

Does anyone have any idea where I can actually start to troubleshoot this? I am a bit stumped, I copied the settings 1-1 from a working setup at another location, also with external DHCP server, but either Connect leaves out some dearly needed settings, or there is something else going on here.

Re: Devices cannot connect to any wireless network (HM Connect, AP250, SR2208)

samantha_lynn — Thu, 15 Aug 2019 19:36:00 GMT

Could you run a VLAN probe on the CLI of the AP to make sure the DHCP server is responding properly? You'll want to SSH in to the AP and run the command "int mgt0 dhcp-probe vlan-range 1 1" without the quotations.

If that probe is successful, it would be helpful if you could enable auth debugs, replicate the issue, note the client device MAC address you use to replicate the issue, and send tech data and that MAC address to me at communityhelp@aerohive.com. The auth debugs will tell us more about which step in the authentication process is failing, which will help to narrow down the issue.

This guide reviews how to set up auth debugs: https://thehivecommunity.aerohive.com/s/article/Authentication-Auth-Debugs

This guide reviews how to get tech data from the Device CLI: https://thehivecommunity.aerohive.com/s/article/Collecting-Tech-Data-via-CLI

Re: Devices cannot connect to any wireless network (HM Connect, AP250, SR2208)

tobias_protz — Fri, 16 Aug 2019 16:51:34 GMT

Thanks Sam, will do so this weekend and post the results.

I caught one problem - apparently the devices were still in the Fritzbox list of known devices, after I removed them from there I was able to get my phone to connect to the separate 5ghz SSID I set up.

But so far no device was able to connect to the 2.4ghz SSID, all return a "network is full" error as if the DHCP is not able to distribute any more IPs (it has more than 100 still free at this point ^^ ).

Also, I noticed that the 5ghz SSID was not distributed at all on the second AP250, almost as if the configuration was not correctly uploaded at all. I used a spare AP230 instead, and it showed all configs, but I had trouble roaming with my phone, it took more than 20 seconds to reconnect to the second AP when I changed floors.

I assume in this case that a full factory reset of all components and a removal of all old settings from the connect instance might be a good place to start over? It is just a home network after all, nothing compicated to set up.

Re: Devices cannot connect to any wireless network (HM Connect, AP250, SR2208)

samantha_lynn — Fri, 16 Aug 2019 19:52:35 GMT

A reset would be an easy place to start from if you don't mind rebuilding. Some of these issues sound like Radio Frequency interference, but not all. I can check the RF interference levels in the tech data we get to show the auth debugs, so I'll let you know what I find on both accounts once we get that data.

Re: Devices cannot connect to any wireless network (HM Connect, AP250, SR2208)

tobias_protz — Tue, 20 Aug 2019 22:13:59 GMT

Thanks a lot Sam,

I got it to work using the default radio policies for 2.4 and 5ghz. No full reset was necessary.

Even though the policies I was using were copies of the default ones, the 2.4 ghz access just didn't work for any client at all.

I looked at the logs from the AP and it seemed that some kind of aggressive band steering was active, denying clients access to the 2.4ghz band on the AP side (but since they were 2.4 only clients, they couldn't see / log into the 5ghz ).

Now all is working fine, albeit with only 20mhz for the 5ghz band atm. Will try and up this to 80mhz again and see how this goes.

Re: Devices cannot connect to any wireless network (HM Connect, AP250, SR2208)

tobias_protz — Thu, 22 Aug 2019 17:48:27 GMT

On Another note, I have a different issue with our work setup, and just wanted to post a question here in the community, but was told that I was not allowed to post questions but just answer to existing ones?

Has something changed with the rights management on this platform again?

Re: Devices cannot connect to any wireless network (HM Connect, AP250, SR2208)

samantha_lynn — Thu, 22 Aug 2019 19:52:49 GMT

That should not be the case, any one registered to the Hive Community should be able to post. I just tested with your user record and didn't have any problems, could you send me a screen shot of the message you see when you try to post?

Re: Devices cannot connect to any wireless network (HM Connect, AP250, SR2208)

tobias_protz — Fri, 23 Aug 2019 13:31:55 GMT

working again now.I went through the "ask" button on the front page, it told me that I do not have the rights to do that when I tried to send the completed post.

Working now again though, thanks a lot 🙂