topic Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI in Aerohive Migrated Content

Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

mlucash — Wed, 02 Jan 2019 10:24:55 GMT

I have successfully connected a pair of AP120's to the cloud HiveManager and it told me I need to update the HIVEOS to the latest. The current HiveOS is 6.3r3b.

I attempted the update multiple times but it fails with "The CLI 'save image ...... no-prompt' execute failed, caused by: The Aerohive device was unable to save the image to flash memory. Reboot the Aerohive device and try again". I rebooted multiple times with the same result.

I tried entering the command manually on the device via the CLI terminal and (assuming I'm using the correct password) it errored out with "Curl: (35) Unknown SSL protocol error in connection to cloud-va2.aerohive.com:443".

I'm wondering if the OS is too downlevel to connect via ssh to download the latest update? I tried all version offered in the HiveManager, all error out the same. Is there a download of the OS I can apply via tftp?

Thank you,

Michael

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

samantha_lynn — Wed, 02 Jan 2019 11:07:14 GMT

This error message is generally caused by a large string of failures that each allocate the memory for the file the device is trying to download. Because it doesn't come through it allocates more and retries until it runs out of memory. There are two general causes for this:

1. Connectivity to HiveManager is poor.

2. Firmware is too out of date.

6.3r3 is fairly old. I might recommend updating the firmware manually via the web UI. This guide can walk you through this process: https://thehivecommunity.aerohive.com/s/article/Upgrading-AP-firmware-via-web-UI

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

mlucash — Wed, 02 Jan 2019 21:54:44 GMT

Thank you for the document link, it appears to be what I need. I see the download section but don't have any listed downloads for the 6.5x Golden Images to get. Can you point me to the latest which was listed as 6.5r10.golden.img.S?

Thank you,

Michael

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

samantha_lynn — Thu, 03 Jan 2019 00:07:58 GMT

Hello, I have emailed you directly with the latest firmware file available for the AP 120.

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

mlucash — Thu, 03 Jan 2019 01:31:41 GMT

Thank you for the file Sam. I made progress in the fact I could send the update file to the AP but it gives me an error of "The HiveOS image is incorrect. Make sure that he image you are attempting to load is appropriate for the HiveAP platform and the difference with the image saved in the HiveAP."

I repeated the update using tftp via the CLI and the error gives a little more info. The file does transfer fully but fails with "Image header magic wrong! The format of image is incorrect! ERROR: Save image failed!".

I also noticed a typo in my initial question, the currently installed firmware is 6.1r3b not 6.3. Does the firmware have to updated in steps or do I need an intermediate firmware like 6.2 or 6.3 first?

Thank you for your help.

Michael

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

samantha_lynn — Thu, 03 Jan 2019 05:02:45 GMT

Thank you for clarifying the current HiveOS, that does explain things. We'll need to move to 6.1r6a, then 6.2r1, then we can skip to any later version. I will email you these files directly in just a few moments.

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

mlucash — Thu, 03 Jan 2019 15:01:54 GMT

Hi Sam. I was able to update the AP's to 6.2r1c using the provided images (thank you) but going from 6.2 to 6.5r9a is still failing. Error message is below, I had to use the CLI commands to see the errors.

save image tftp://192.168.1.10:/AP120-6.5r9a.golden.img.S

Do you really want to update image?(Y/N)y

mode set to octet

Connected to 192.168.1.10 (192.168.1.10), port 69

getting from 192.168.1.10:/AP120-6.5r9a.golden.img.S [octet]

Received bytes: 19000 KB

Received 19456656 bytes in 15.6 seconds [9971189 bit/s]

Image header magic wrong!

The format of image is incorrect!

ERROR: Save image failed!

Attempting to update from 6.2 via the HiveManager fails with an error as well with the progress bar making it to 10% before reporting an update error.

Thank you,

Michael

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

zww_way — Thu, 03 Jan 2019 17:48:19 GMT

Have you checked the HW version after reboot? It might be upgraded although it's showing upgrade failed.

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

samantha_lynn — Thu, 03 Jan 2019 21:41:11 GMT

Thanks for letting me know, I've sent two other firmware versions that are in between where you are now and the version we are trying to get to. Please let me know if you continue to have issues.

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

mlucash — Mon, 07 Jan 2019 21:48:45 GMT

Thank you for your assistance Sam. The missing link was version 6.5r4 which allowed me to apply 6.5r9a. I have update my APs to 6.5r9a successfully.

Have a great week.

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

connor1 — Fri, 15 Feb 2019 07:43:02 GMT

Hi Sam i am having the same issue with my AP 120?

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

samantha_lynn — Fri, 15 Feb 2019 21:28:27 GMT

Hi @Connor Walker , I appreciate you letting me know. I've emailed you with some information on how we can get this enabled, please let me know if I can clarify anything. Hope to hear from you soon!

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

srstuart — Sat, 02 Mar 2019 01:45:23 GMT

Hi Sam, I'm having the same issue. My AP130 is stuck at 6.5r1b, and I haven't been able to log into it locally. Not sure if I ever set the local admin password, but defaults aren't working. After I rebooted, I get the old SSL errors, so guessing it's the old TLS 1.0 cert on there. I have this one at home, and manage a couple AP230's for work that are current with support contracts. I'm hoping you can get the 130 back up and running!

Thanks!

Steve

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

AnonymousM — Sat, 02 Mar 2019 03:23:14 GMT

@Steven Stuart, if you have a current support contract, I would suggest that you create a case or call into support directly to perform a TFTP Flash. We can reset the device to factory settings and use the default credentials. A console connection and a remote session will be required for this process.

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

srstuart — Sat, 02 Mar 2019 07:31:26 GMT

@Stephen Komoll-INACTIVE , I'm not sure if I still have support on the 130 - I got that as a demo at one of the sales demos. I subsequently purchased the other two with support. I'll be able to work on this tonight or tomorrow if I can get a file for it. Thanks!

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

samantha_lynn — Mon, 04 Mar 2019 21:43:41 GMT

Hello @Steven Stuart , I've emailed you directly with the files you'd need to update the firmware manually, but if you are unable to log in to the AP CLI or web UI, we will need to make a case to assist you further. If you don't have support, please let me know and we can discuss other options for moving forward.

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

srstuart — Mon, 04 Mar 2019 23:25:27 GMT

Thanks Sam! Since I couldn't load via web browser, and HiveManager kept failing, I use TFTP server and got them loaded. Appreciate the help - thank you!

Steve

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

leiyang — Tue, 28 May 2019 10:01:40 GMT

@Sam Pirok Hi Sam, I have the same issue when I trying to upgrade my AP120 from 5.1r3 to 6.5r10.

If you don't mind, could you share the relevant firmware, thank you.

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

samantha_lynn — Tue, 28 May 2019 19:47:49 GMT

Hi @Yang Lei , thanks for letting me know, I've emailed you directly with the files you'll need and a guide that will walk you through how to update the firmware via the APs web UI to use until we can update them with the HiveManager. Please let me know if you have any further trouble updating these devices.

Re: Trying to update AP120's to latest HIVEOS but failing from the cloud HiveManager GUI

leiyang — Tue, 28 May 2019 22:59:05 GMT

Dear Sam,

I have got your Email and upgraded the Firmware to the latest.

Thank you so much!

Have a nice day!