topic Re: Onboarding issue in ExtremeCloud IQ

Onboarding issue

shameerg — Fri, 15 Jul 2022 15:49:36 GMT

I am trying to onboard devices via .csv, however i'm getting the following popup message:
The following devices failed:
HOSTNAME undefined
PVMS-OFFICE1-410undefined
PVMS-OFFICE2-410undefined
PVMS-CAFE1-410undefined
PVMS-CAFE2-410undefined
PVMS-LD-305undefined
PVMS-SPEECH-305undefined
PVMS-MEDIACENTER1-410undefined
PVMS-MEDIACENTER2-410undefined
PVMS-CR1-305undefined
PVMS-CR2-305undefined
PVMS-SCICR-305undefined
PVMS-ART-305undefined
PVMS-VETCH-410undefined
PVMS-CR3-305undefined
PVMS-SCILAB-305undefined
PVMS-CR4-305undefined
PVMS-CR5-305undefined
PVMS-CR57-305undefined
PVMS-CR8-305undefined
PVMS-GYM2-410undefined
PVMS-GYM1-410undefined

If I onboard one at a time via SN, they add successfully. However, then they just have the following message:
This device has not yet made a connection with ExtremeCloud IQ. It can take up to 10 minutes for a device to appear after the initial onboarding process. If the device has not successfully connected after 10 minutes, follow this link for more information: https://extremeportal.force.com/ExtrArticleDetail?an=000099673

I have previously onboarded successfully with a similar file.

Re: Onboarding issue

SamPirok — Fri, 15 Jul 2022 17:48:56 GMT

Hi Shameer, I'm still looking in to what would cause the undefined messages for you, but to help get your APs connected in the mean time, I would suggest the steps outlined in this guide.

Re: Onboarding issue

SamPirok — Fri, 15 Jul 2022 19:05:20 GMT

Hi again, I ran this past our XIQ team and they asked that we open a support case so they can take a closer look at the import file with you to see if we can determine what is causing that undefined error for you. Would you be able to go to the Extreme Portal and open a new case under the Support tab?

Re: Onboarding issue

shameerg — Fri, 15 Jul 2022 21:03:48 GMT

Opened a support case. Thank you.

Re: Onboarding issue

shameerg — Thu, 21 Jul 2022 17:37:39 GMT

Hello Sam,

Thanks for your help. One other question - Extreme Support Engineer came back and had me modify my .csv file to remedy the issue. However, my issue is this now. In order to get AP's online and servicing clients (while I waited to hear back regarding the onboarding issue), I manually add 10 AP's at a time via SN with location and Network Policy. Now when I upload the .csv it tells me the devices were previously onboarded - device failure. I just need to change the hostnames for these AP's. Will they need to be completely removed and onboarded again?

Re: Onboarding issue

MikeC — Thu, 21 Jul 2022 17:42:59 GMT

Shameer,

This is correct, if you have already added the devices manually the .csv file will encounter that error as it cannot add equipment that is already present. You can either adjust the .csv to remove the already added entries or as you suggested, remove the manually added devices so that the entire .csv imports.

-Mike Coughlin

Re: Onboarding issue

jlb1517 — Thu, 17 Jul 2025 18:49:02 GMT

Commenting in case someone else runs into this issue. I had this problem while onboarding my APs. I followed the template provided, removed the fluff instructions and columns I didn't need and so on. Same result as OP appeard where I had my Hostname coupled with "undefined" right next to it. I got creative and removed the row with the headers "HostName" and "SerialNumber". The serial number was displayed, but still with an undefined hostname. I put the headers back, but swapped the columns for the HostName and SerialNumber. Suddenly, I have the desired Hostnames and all of the serial numbers loaded successfully! I don't know why this worked--if something with the programming is goofed up and never caught or what. But that's what I did to get all 70 of my organization's new AP's in ExremeCloud IQ.