topic Re: Device Update failed error on multiple access points in Aerohive Migrated Content

Device Update failed error on multiple access points

jurgen — Mon, 10 Dec 2018 22:38:32 GMT

We've tried to update some AP-121 to the latest version of HiveOS, but the update fails and we receive the following error: "Device update Failed".

Rebooting and pushing a complete configuration before update, doesn't solve the issue.

Re: Device Update failed error on multiple access points

samantha_lynn — Mon, 10 Dec 2018 23:04:06 GMT

Would you be able to try upgrading the firmware via the web GUI of the AP? You can get there by navigating to the IP address of the AP in the URL bar of your browser and logging in with the SSH credentials of the AP.

Re: Device Update failed error on multiple access points

jurgen — Tue, 11 Dec 2018 15:23:42 GMT

Hello,

I wanted to try this, but I need to upload an image file of the HiveOS. Where can I find this?

If I follow the downloads link on this site, I get a blank page? Also in the Hivemanager I can't find any download option.

Re: Device Update failed error on multiple access points

samantha_lynn — Tue, 11 Dec 2018 20:51:29 GMT

I've emailed you the latest file for the AP121, please let me know if you need anything else.

Re: Device Update failed error on multiple access points

jurgen — Wed, 12 Dec 2018 00:29:03 GMT

Hello,

This way it works to perform the update.

Does this mean we need to do it like this for all the remaining ap's?

Re: Device Update failed error on multiple access points

samantha_lynn — Wed, 12 Dec 2018 01:06:46 GMT

The update in the HiveManager GUI should be working in the future, but this is a work around while we get that function back on track.

Re: Device Update failed error on multiple access points

jurgen — Wed, 12 Dec 2018 15:56:05 GMT

So for now we can't update our ap's using the hivemanager?

Re: Device Update failed error on multiple access points

samantha_lynn — Thu, 13 Dec 2018 05:00:39 GMT

To look in to the root cause of the issue we'd want to open a technical support case. They will want capwap debugs enabled, then the issue replicated, then tech data gathered right after.

CAPWAP Debugs

CAPWAP debugs:

_debug capwap info

_debug capwap basic

_debug capwap stat

These will be erased if the AP reboots. You can also manually disable these at any time by adding "no" to the start of the command; for example "no _debug capwap info".

Re: Device Update failed error on multiple access points

jurgen — Thu, 13 Dec 2018 17:35:04 GMT

Hello,

Debugs are enabled. How can I download the logfiles?

Re: Device Update failed error on multiple access points

samantha_lynn — Thu, 13 Dec 2018 21:28:00 GMT

You would want to go to Tools> Utilities> Get tech data> Check the box next to the device> Get tech data (blue button at the top of the page this time). This will download the file for you, which you would want to attach to your support case.

This guide reviews how to get tech data from the CLI of the AP in case that is more convenient:

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

Re: Device Update failed error on multiple access points

b1h_ah — Fri, 14 Dec 2018 11:52:57 GMT

I am also having the same issue for my AP170 and AP370, may I request the latest images so I can also try to flash them via the AP's web GUI? Thanks.

Re: Device Update failed error on multiple access points

samantha_lynn — Fri, 14 Dec 2018 21:59:47 GMT

Hi @Bill He , I have emailed you those filed directly. Please let me know if I can help with anything else.

Re: Device Update failed error on multiple access points

b1h_ah — Fri, 14 Dec 2018 23:36:21 GMT

Thanks for the email, but the AP370 firmware may only have been partially downloaded (.crdownload file). Could you please re-upload it?

Re: Device Update failed error on multiple access points

samantha_lynn — Sat, 15 Dec 2018 00:23:47 GMT

Sorry about that, I've sent a new link, can you let me know if that one works for you?

Re: Device Update failed error on multiple access points

techfourk — Sat, 15 Dec 2018 13:51:27 GMT

Hi @Sam Pirok, I have an AeroHive AP170 on the 6.2r1b firmware, and I am also having issues with updating it to the latest version. Could I please get a copy of some of the older firmwares to perform multiple upgrades to reach the latest one. Thanks, Rahul.

Re: Device Update failed error on multiple access points

b1h_ah — Sat, 15 Dec 2018 18:36:01 GMT

Yes it worked. Thanks a lot.

Re: Device Update failed error on multiple access points

samantha_lynn — Tue, 18 Dec 2018 01:40:43 GMT

Hi @Rahul Prabhudesai , I have emailed you the firmware file directly. Once you upgrade to that version, you should be able to jump to any later version without going stepwise from there.

Re: Device Update failed error on multiple access points

techfourk — Tue, 18 Dec 2018 14:54:03 GMT

Hi @Sam Pirok, unfortunately I have been getting the following error when trying to update to the firmware you emailed me:

The HiveOS image is incorrect. Make sure that the image you are attempting to load is appropriate for the HiveAP platform and the difference with the image saved in HiveAP.

Re: Device Update failed error on multiple access points

samantha_lynn — Wed, 19 Dec 2018 02:37:23 GMT

I'm sorry for the delay getting back to you, I was trying to find another 6.2 file we could try moving to instead but I wasn't able to find one for the AP170. I'll keep looking but in the mean time, I'm going to email you 6.1r1 and 6.2r1e (again). Could we try to go back to 6.1r1, then to 6.2r1e, then on to a later version?

Re: Device Update failed error on multiple access points

jurgen — Tue, 12 Feb 2019 17:36:00 GMT

Hello,

I'm still having the same issue with the AP121.

Do you have any update about this issue?

Is it possible to provide me the image file, so I can manually update the access points?