topic Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new in Aerohive Migrated Content

Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

mgdb — Fri, 16 Aug 2019 20:10:24 GMT

Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

samantha_lynn — Fri, 16 Aug 2019 22:26:26 GMT

Not that I've heard of, could you enable auth debugs, replicate the issue, and send the tech data and the client device MAC address you used to replicate the issue to me at communityhelp@aerohive.com? Those debugs will hopefully give us more of an idea of why the clients are unable to authenticate.

This guide reviews how to enable auth debugs, for reference: https://thehivecommunity.aerohive.com/s/article/Authentication-Auth-Debugs

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

mgdb — Mon, 19 Aug 2019 13:45:16 GMT

I already have a ticket open about my problem of authentication.

I suggested what I told you but I believe that they did not take care of that. They are on another way :

I had a lot of expired account : I deleted them but no result
some groups are not used : it was default groups, I cannot remove
etc..

I sent techdata each time I had that case but I had the same answers : the problem was on my side not from theirs

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

samantha_lynn — Mon, 19 Aug 2019 19:57:00 GMT

Thank you for that data. I'm seeing this message repeatedly for that MAC address:

2019-07-11 15:39:08 warn ah_auth: aaa: ah_wpa_external_ppsk_req: request pmk for 3436:3b83:01e4 failed, reason: RADIUS server rejected this user

That is indicating the Radius server is receiving our authentication request and rejecting it. I would recommend checking your Radius server logs to see why it is rejecting that user.

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

mgdb — Mon, 19 Aug 2019 21:26:06 GMT

The radius server is in the cloud. We chose this solution when we decided to implement the aerohive solution for our wireless network.

Can I acces to the server logs from my aerohive ng ?

Thanks.

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

samantha_lynn — Mon, 19 Aug 2019 21:52:12 GMT

Thank you for explaining. Just to clarify, when you say the Radius server is in the cloud, do you mean hosted on an Aerohive AP? If it is hosted on an AP, are we using internal users (created and stored on the HiveManager) or an external user database (AD, LDAP, etc)?

If everything is hosted on the HiveManager, would you be able to SSH in to the AP, run the following debugs, replicate the issue, then send me new tech data from the AP at communityhelp@aerohive.com, along with the MAC address of the client device you used to replicate the issue?

Radius debugs:

_debug radiusd basic

_debug radiusd info

_debug radiusd verbose

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

mgdb — Tue, 20 Aug 2019 12:56:31 GMT

Yes, everything is in the HiveManager.

Our clients come here just for a week, the problem is punctual, it will happen one or two time. That why I believe it came from the type of laptop and by the same way by the operationg system.

So, I couldn't reproduce this issue.

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

mgdb — Tue, 27 Aug 2019 14:13:50 GMT

I had just had THIS case : one person with an Apple under 10;14 (Mojave) who's laptop cannot reach the network.

I sent you TechData to communityhelp@aerohive.com

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

samantha_lynn — Tue, 27 Aug 2019 20:37:59 GMT

I'm sorry, I don't seem to have any tech data from you yet, could you try re-sending it and let me know the MAC address of the Apple device that had issues connecting?

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

mgdb — Tue, 27 Aug 2019 20:44:52 GMT

Sorry, I believed that I had to put here what I said to you by email.

So it was the same MAC address.

By the way, I just had another case : someone with a windows laptop tried to connect unsuccessffully. I tried with my PPSK and it works ! So, I deleted his account and created another PPSK for him again and it worked.

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

samantha_lynn — Wed, 28 Aug 2019 20:01:51 GMT

Hi Marie, I'm sorry but I still don't have any tech data from you. Could you try resending it to communityhelp@aerohive.com?

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

mgdb — Thu, 29 Aug 2019 13:22:43 GMT

Sorry, I sent the techData now.

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

samantha_lynn — Thu, 29 Aug 2019 19:52:29 GMT

Thank you for that tech data, unfortunately there is no mention of 3436:3b83:01e4 in that data. We'd need to pull the tech data directly after the issue occurs, otherwise we likely won't see the even in the buffered log. Unless there is a different MAC address I should be looking for in this data?

Re: Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

mgdb — Thu, 29 Aug 2019 20:38:50 GMT

Unfortunately I do not have another Mac address. My users come here just for a week.

When I will have the same problem, I will send you the techdata.

Thanks