hi, we randomly lose connection on our access points. Sometimes a reboot fixes these, or they come back on there own. currently we have one in a remote bureau that is not able to be accessed. Is there a known issue for this? or a fix?

bmoyes — Tue, 30 Apr 2019 17:50:07 GMT

Re: hi, we randomly lose connection on our access points. Sometimes a reboot fixes these, or they come back on there own. currently we have one in a remote bureau that is not able to be accessed. Is there a known issue for this? or a fix?

samantha_lynn — Tue, 30 Apr 2019 19:25:55 GMT

It's likely the APs are not responding to the echo packets sent from the HiveManager. The HiveManager and the APs have a call and response check-in system that allows them to confirm that each side of the connection is still responsive; these call and response packets are called echos. There is a specific time window within which an AP would need to respond to an echo to be considered still responsive. If the AP misses a certain number of echos back to back, it is considered disconnected until it responds again.

If an AP is still connected to the internet and passing traffic while missing echos, it's likely due to latency on the network; the AP is unable to process the echo request quickly enough due to the amount of traffic it has to process before responding.

To confirm that we are missing echo packets, we'd want to SSH in to an AP to enable CAPWAP debugs and then collect tech data. 

CAPWAP debugs:

_debug capwap info

_debug capwap basic

_debug capwap stat

How to get tech data, depending on which HiveManager platform you're using:

HiveManager Classic-https://thehivecommunity.aerohive.com/s/article/How-to-download-tech-data-in-Classic

HiveManager (formerly NG)-https://thehivecommunity.aerohive.com/s/article/How-to-download-tech-data-in-HiveManager

Device CLI-https://thehivecommunity.aerohive.com/s/article/Collecting-Tech-Data-via-CLI

topic Re: hi, we randomly lose connection on our access points. Sometimes a reboot fixes these, or they come back on there own. currently we have one in a remote bureau that is not able to be accessed. Is there a known issue for this? or a fix? in Aerohive Migrated Content

hi, we randomly lose connection on our access points. Sometimes a reboot fixes these, or they come back on there own. currently we have one in a remote bureau that is not able to be accessed. Is there a known issue for this? or a fix?

Re: hi, we randomly lose connection on our access points. Sometimes a reboot fixes these, or they come back on there own. currently we have one in a remote bureau that is not able to be accessed. Is there a known issue for this? or a fix?