topic Re: Hi There, I wonder if you can help me? Getting the below error when trying to onboard 2 devices. Error 6 The product type for the device does not exist. Any info will be helpful. Cheers James in Aerohive Migrated Content

Hi There, I wonder if you can help me? Getting the below error when trying to onboard 2 devices. Error 6 The product type for the device does not exist. Any info will be helpful. Cheers James

james_manimala — Tue, 16 Jul 2019 17:21:30 GMT

Hi There, I wonder if you can help me? Getting the below error when trying to onboard 2 devices. Error 6 The product type for the device does not exist. Any info will be helpful. Cheers James

Re: Hi There, I wonder if you can help me? Getting the below error when trying to onboard 2 devices. Error 6 The product type for the device does not exist. Any info will be helpful. Cheers James

ashley_finch — Tue, 16 Jul 2019 17:43:55 GMT

Hello,

What are the first 4 digits of the serial number and what are the device models you're trying to add into the HiveManager?

Re: Hi There, I wonder if you can help me? Getting the below error when trying to onboard 2 devices. Error 6 The product type for the device does not exist. Any info will be helpful. Cheers James

james_manimala — Tue, 16 Jul 2019 17:46:35 GMT

Hi,

The first 4 digits are 0650 of both of them. and the SKU is AH-AP-650-AX-CE for both.

Thanks

Re: Hi There, I wonder if you can help me? Getting the below error when trying to onboard 2 devices. Error 6 The product type for the device does not exist. Any info will be helpful. Cheers James

ashley_finch — Tue, 16 Jul 2019 17:51:11 GMT

Hmm, which HiveManager platform are you on? (https://thehivecommunity.aerohive.com/s/article/Which-HiveManager-Platform-am-I-using) if unsure

Additionally, have you been able to successfully add in other AP650s into the HiveManager or is it just the two AP650s that you have?

Re: Hi There, I wonder if you can help me? Getting the below error when trying to onboard 2 devices. Error 6 The product type for the device does not exist. Any info will be helpful. Cheers James

james_manimala — Tue, 16 Jul 2019 17:55:49 GMT

its an On-prem one. So must be Hive Classic?

No we do not have any other 650s on this one. We only have 250s at the moment.

Re: Hi There, I wonder if you can help me? Getting the below error when trying to onboard 2 devices. Error 6 The product type for the device does not exist. Any info will be helpful. Cheers James

ashley_finch — Tue, 16 Jul 2019 18:00:38 GMT

On premise comes in both Classic and NG formats, so not necessarily.

Either

a) you're on Classic

b) version of NG needs updating to support the 650

Which of the below looks most like your HiveManager?

Re: Hi There, I wonder if you can help me? Getting the below error when trying to onboard 2 devices. Error 6 The product type for the device does not exist. Any info will be helpful. Cheers James

james_manimala — Tue, 16 Jul 2019 18:06:41 GMT

It looks like 'classic' as attached

Re: Hi There, I wonder if you can help me? Getting the below error when trying to onboard 2 devices. Error 6 The product type for the device does not exist. Any info will be helpful. Cheers James

ashley_finch — Tue, 16 Jul 2019 18:16:09 GMT

Hi James,

Rather confusingly it's actually NG I believe - the user interface is an older version and it uses the same colours as Classic, but the format is actually that of NG.

If you hover over the top right "person" icon > from the dropdown click about HiveManager you should see the current version you're on.

You can find how to update this here: http://docs.aerohive.com/330000/docs/help/english/ng/Content/reference/virtual-appliance-release-notes.htm

I believe the issue is that as the HiveManager is an old version, the 650 wasn't supported, hence the error.

Re: Hi There, I wonder if you can help me? Getting the below error when trying to onboard 2 devices. Error 6 The product type for the device does not exist. Any info will be helpful. Cheers James

james_manimala — Tue, 16 Jul 2019 18:24:15 GMT

Hi Ashley,

That is great! We will do that.

Appreciate the very quick response. Will let you know how it goes.

Thanks

James