topic Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a in Aerohive Migrated Content

We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Tue, 10 Dec 2019 19:36:09 GMT

19-10-09 18:52:16 notice -ah_cli_ui: security: Admin "<admin>" successfully logged in

19-10-09 18:52:03 err ah_dcd: wifi1: A high interference alert was raised.

19-10-09 18:52:03 err ah_dcd: wifi0: A high interference alert was raised.

19-10-09 18:51:50 err crond[3691]: time disparity of 42078 minutes detected

19-9-10 13:33:34 err ah_scd: aaa: ah_radsec_cddt_send_elct_msg:error happen when send msg.

19-9-10 13:33:33 err ah_scd: aaa: ah_radsec_cddt_send_elct_msg:error happen when send msg.

19-9-10 13:33:26 notice ah_top: system: System is initialized

19-9-10 13:33:05 notice snmpd: add community "hivecommunity" to security list

19-9-10 13:32:46 notice last message repeated 8 times

19-9-10 13:32:46 notice fed: switching: The MAC policy "<ABC-MAC>" was modified

19-9-10 13:32:46 notice fed: switching: A new MAC policy, "<ABC-MAC>", was added

19-9-10 13:32:46 notice last message repeated 4 times

19-9-10 13:32:46 notice fed: switching: The MAC policy "<XYZ-Mac-Filter>" was modified

19-9-10 13:32:46 notice fed: switching: A new MAC policy, "<XYZ-Mac-Filter>", was added

19-9-10 13:32:46 notice ah_scd: devmgmt: The time zone for the device was reset to <GMT+4:00>

19-9-10 14:15:05 err amrp2: system: send event "statistics recv event to amrp"(107) with size 5996, exceed the threshold 6000, ohhhhhh!

19-9-10 14:10:17 notice -ah_cli_ui: security: Admin "<admin>" successfully logged in

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

samantha_lynn — Tue, 10 Dec 2019 22:14:42 GMT

We'll need to run CAPWAP debugs, wait for the AP to disconnect again, then SSH in to the AP and pull tech data so we can see why the AP is disconnecting from the cloud.

This guide reviews how to enable CAPWAP debugs: https://thehivecommunity.aerohive.com/s/article/CAPWAP-debugs

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

If you could please send the tech data to me at communityhelp@aerohive.com, I'll take a look and let you know what I find.

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Tue, 10 Dec 2019 22:43:46 GMT

Console session is blank so we can not collect the tech data from there. Now the AP is going down very frequently like within 10 to 15 minutes. What I did is got the console logs when AP was up and went down which I will share to your email address. many thanks for your kind reply. Waiting for your answer.

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

samantha_lynn — Wed, 11 Dec 2019 00:43:49 GMT

Thank you for that data, I'm seeing a lot of kernal fatal errors, but no CAPWAP debugs so it's still hard to tell what the disconnection cause was. That said, given the kernal errors we're seeing, I'd suggest opening a case with your distributor and requesting an RMA.

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Fri, 20 Dec 2019 13:55:09 GMT

Thanks for the kind answer. I have the AP now and want to capture the capwap logs the issue to syslog server for that AP only. What are the steps to do so.?We have AH cloud manager. Along with capwap which other logs should help to TS the issue? and the level of the logs. Thanks.

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

samantha_lynn — Fri, 20 Dec 2019 20:53:13 GMT

This page reviews how to set up a syslog connection in the ExtremeCloud IQ GUI: http://docs.aerohive.com/330000/docs/help/english/ng/Content/gui/configuration/viewing-syslog-server-list.htm?Highlight=syslog

If you can set up the syslog connection and get CAPWAP debugs, that should be what we need to troubleshoot connection issues.

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Fri, 20 Dec 2019 21:34:25 GMT

Many Thanks Sam.

After getting the AP in our lab so far it has not rebooted since last almost 24 hours which was rebooting every after half an our or one hour. It has got registered and working fine. The difference is here we are using power injector and there is the Cisco POE switch. But there were no power related logs on the switch and there is enough power from the switch and other APs are working fine.

I have setup the syslog server as per the link. Now I need debugs from this AP to be captured. How can I do that?

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

samantha_lynn — Fri, 20 Dec 2019 21:43:19 GMT

The debugs will populate in the buffered log of the AP. This guide reviews how to enable CAPWAP debugs: https://thehivecommunity.aerohive.com/s/article/CAPWAP-debugs

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Sat, 21 Dec 2019 00:43:23 GMT

Thanks for your kind response. I pushed the policy again to check if that affects this AP. I found the update failed(device update failed). But the AP is still up even after an hour after the push? Why the policy update is failing?

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

samantha_lynn — Sat, 21 Dec 2019 00:44:59 GMT

Could you enable those debugs, replicate the issue, then pull tech data so I can review the logs and let you know what I find?

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Sat, 21 Dec 2019 01:24:47 GMT

Hi Sam,

I did and pulled the tech data. PFA. Thanks.

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Sat, 21 Dec 2019 01:54:00 GMT

That is the version on the AP.

PRIM-GF2_W08#show vers

Version: HiveOS 10.0r7a build-232353

Build time: Tue Aug 6 04:00:57 UTC 2019

Build cookie: 1908052100-232353

Platform: AP150W

Bootloader ver: v0.0.4.3f

TPM ver: v1.2.66.4

Uptime: 0 weeks, 1 days, 1 hours, 21 minutes, 49 seconds

Below is the Screen shot from web page for that AP

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Sat, 21 Dec 2019 01:57:28 GMT

The tech data I sent you is the fresh one and the AP is using ver 10.0r7a . Please let me know. Thanks.

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

samantha_lynn — Sat, 21 Dec 2019 03:36:26 GMT

My apologies, I confused this thread with a different one. I see the debugs in the tech data, thank you for enabling those for me. We are seeing echo timeouts, which will cause intermittent disconnections from the ExtremeCloud IQ. For example:

debug capwap: [capwap_info]: ah_capwap_echo_timer timed out

This is usually caused by latency on the network. Would you be able to send a remote sniffer packet capture to me at communityhelp@aerohive.com so I can check for any clients that may be flooding the network and/or an overload of multicast and broadcast traffic?

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Sat, 21 Dec 2019 15:45:17 GMT

Hi Sam,

The AP is not in the campus that means its not on the map as its required by the capture tool. Its throwing below error.

How can do the packet cap otherwise?

Encountered a system error while executing the packet capture.

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

samantha_lynn — Mon, 30 Dec 2019 19:19:02 GMT

Thank you for those packet captures. I'm seeing that 82.6% of your traffic is multicast traffic, which is a bit high. I might recommend implementing a filter that cuts down on how much multicast traffic is allowed through at the same time. I also took a look to see if you had any clients flooding the network, but I only see 3 clients in this capture and none of them were sending more traffic than would be expected.

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Tue, 31 Dec 2019 02:34:40 GMT

Thanks for your kind reply. I have created policy to stop Bcast and Mcast and applied to all the APs. Along with this AP there are few other APs on which POlicy update is failing. Why is that happening and what should I do so that this policy gets applied to those APs ? Previous logs were captured while this policy update failed on the AP. You may get some clue out of those.

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

samantha_lynn — Tue, 31 Dec 2019 02:44:04 GMT

If you click on the device update failed message, what error message do you see?

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Tue, 31 Dec 2019 03:07:11 GMT

If I click on above message it takes me to the alarms page below:

Re: We have AP 150 with os 10.0r7a. AP gets disconnected fm cloud & does not work. Switch interface is up but can not ping to device. Consoling gives blank screen. After shut/ no shut from on switch interface AP boots properly for some time & goes down a

m_idris — Tue, 31 Dec 2019 03:07:17 GMT

If I click on above message it takes me to the alarms page below: