topic Re: SR2324P switch unable to connect to ExtremeCloudIQ in ExtremeCloud IQ

SR2324P switch unable to connect to ExtremeCloudIQ

lamberth — Tue, 21 Mar 2023 22:40:42 GMT

My customer has two identical SR2324P switches.
One connects to ExtremeCloudIQ just fine, the other does not. When it was initially installed in October 2021 it connected fine.
Then about two months later it dropped off the cloud for no reason, nothing was changed.
Troubleshooting showed that the working switch has Hiveagent version 1.1.34.0 while the non-working one had 1.1.32.0.

I finally convinced the customer that this issue should be fixed so today I upgraded Hiveagent on the non-working one to 1.1.34.0.
Rebooted and watched the process with "show hivemanager status".
I now gets further than before, but saw the following error:

#show hivemanager stat
............................................... ................................
.......
HiveAgent Status............................... CONTACTING REDIRECTOR
HiveAgent Server Certificate Info.............. Peer certificate cannot be
authenticated with given CA certificates
HiveAgent Version.............................. 1.1.34.0
HiveAgent Debug................................ ON
HiveAgent Source Interface..................... DEFAULT
HiveAgent HTTP Proxy........................... -
............................................... ................................
.......
HiveAgent Association Method................... REDIRECTOR
HiveAgent Association Url...................... -
HiveAgent Poll URL............................. -
HiveAgent Redirector FQDN...................... cloud-rd.aerohive.com
HiveAgent Redirector Response.................. Peer certificate cannot be
authenticated with given CA certificates(60)

The final error is:
HiveAgent HiveManager Response................. Unauthorized(401)

So it's not happy about the certificate.

Switch details:

#show ver

Switch: 1

System Description............................. Aerohive SR2324P: 24 GE POE+ ports, 4 XE SFP+ ports, Stackable, 1.0.1.29, Linux 3.6.5
Machine Type................................... Aerohive SR2324P: 24 GE POE+ ports, 4 XE SFP+ ports, Stackable
Machine Model.................................. Aerohive SR2324P
Serial Number.................................. 23241804140133
Burned In MAC Address.......................... B8:7C:F2:01:E4:30
Software Version............................... 1.0.1.29
Operating System............................... Linux 3.6.5
Additional Packages............................ Aerohive Switch Software Package

The switch has a valid ExtremeCloudIQ license.

Can you please advice how this can be fixed by supplying instructions if possible.
I need to get this switch back on ExtremeCloudIQ for this customer.

Thank You.

Re: SR2324P switch unable to connect to ExtremeCloudIQ

Christoph_S — Wed, 22 Mar 2023 13:14:41 GMT

Hello Lamberth,

Try this:

Check time and date on the switch:

#show clock

If time and date are off on the older controller, update them by running the following commands:

#configure

#clock set ?

<hh:mm:ss> time
<mm/dd/yyyy> date

Br,

Chris

Re: SR2324P switch unable to connect to ExtremeCloudIQ

Christopher_Fra — Wed, 22 Mar 2023 16:22:54 GMT

Hello Lamberth,

Please follow Christoph's recommendation and if issue is resolved and to avoid time related issues in the future, please configure SNTP on the SR23. You will require an NTP server (there are many free versions on the Internet and/or XIQ has some built-in NTP URL sources available you can point to).

SNTP configuration from SR CLI (Command Line Interface):

How to configure SNTP (Secure Network Time Protocol)

enable [enter]

config [enter]

clock timezone -7 zone PST [enter] (the -7 is an offset in hours from UTC -12 to 13 value. Set accordingly to your time zone preference)

sntp server xxx.xxx.xxx.xxx [enter] (x represents SNTP server IP address. Host name URL is also supported)

sntp client mode unicast [enter]

write memory confirm [enter]

Re: SR2324P switch unable to connect to ExtremeCloudIQ

lamberth — Wed, 22 Mar 2023 21:05:44 GMT

Thank you both for your reply but sntp is already configured on the switch. SNTP config is the same on the working switch. Here's the relevant portion in the config:

sntp client mode unicast
sntp server "0.aerohive.pool.ntp.org" 3
clock summer-time recurring 5 sun Sep 02:00 1 sun Apr 03:00 offset 60 zone "NZDT"
clock timezone 12 minutes 0 zone "NZST"

"show clock" shows the correct date/time and "show sntp" shows as successful. Also tried "nz.pool.ntp.org" as an alternative, sntp working fine but still no connection to extremecloudIQ, same error.

Restarted the hiveagent several times (application stop / start hiveagent), but same result.

Any other suggestions?

Re: SR2324P switch unable to connect to ExtremeCloudIQ

lamberth — Sat, 25 Mar 2023 01:53:02 GMT

Copy of my earlier reply.

Thank you both for your reply but sntp is already configured on the switch. SNTP config is the same on the working switch. Here's the relevant portion in the config:

sntp client mode unicast
sntp server "0.aerohive.pool.ntp.org" 3
clock summer-time recurring 5 sun Sep 02:00 1 sun Apr 03:00 offset 60 zone "NZDT"
clock timezone 12 minutes 0 zone "NZST"

"show clock" shows the correct date/time and "show sntp" shows as successful. Also tried "nz.pool.ntp.org" as an alternative, sntp working fine but still no connection to extremecloudIQ, same error.

Restarted the hiveagent several times (application stop / start hiveagent), but same result.

Any other suggestions?

Re: SR2324P switch unable to connect to ExtremeCloudIQ

Christoph_S — Mon, 27 Mar 2023 12:37:14 GMT

This was seen in older firmware versions, but an upgrade should have resolved it per this article: https://extremeportal.force.com/ExtrArticleDetail?an=000061144

Please contact GTAC so that we may investigate.

BR,

Re: SR2324P switch unable to connect to ExtremeCloudIQ

lamberth — Tue, 28 Mar 2023 03:08:52 GMT

How to contact GTAC?

Re: SR2324P switch unable to connect to ExtremeCloudIQ

lamberth — Mon, 10 Apr 2023 23:10:21 GMT

Hello, I contacted GTAC, but they are unable to help because I need to be registered with a vendor. Is there anything else you can suggest?

Is there a later version of the Hiveagent than 1.1.34.0, and if so, can you email it to me? Or a later OS version than 1.0.1.29 that could be manually loaded?