topic RE: Access Points not checking into EZ Cloud in Extreme Cloud

Access Points not checking into EZ Cloud

Daniel_Roth — Fri, 15 Dec 2017 23:19:00 GMT

We have a contract with 6 WAPs and none of them have been able to check into EZ Cloud since October 27th. I can connect to the WAPs via SSH and confirmed I could ping out (google.com, amazonaws.com) and I have power cycled the devices but still all 6 still have not connected.

Confirmed the contract does not expire until February 2018. Confirmed we are not blocking the devices on the firewall as well. The only thing I am aware of that changed was an emergency maintenance that took place on the 31st because Extreme had issues with the cloud.

Wondering if anyone else had or has had this issue in the past and what they did to try and resolve it?

RE: Access Points not checking into EZ Cloud

Doug — Fri, 15 Dec 2017 23:24:00 GMT

Take a look at the following to see if it helps...
https://gtacknowledge.extremenetworks.com/articles/How_To/How-To-Troubleshoot-ExtremeCloud

RE: Access Points not checking into EZ Cloud

Daniel_Roth — Mon, 18 Dec 2017 23:02:00 GMT

Hi Doug,

Thanks for the article. This is the same article that Extreme support provided me. When I review the ap.logs on all 6 access points I see this being recorded:

cap: 01090:ru_connect_to_ma.c:991-ru_connect_to_ac_ru_manager()- IP https://devices.extremenetworks.com, state URL_ITEM_STATE_NO_ANSWER, flag URL_ITEM_FLAG_STATIC_HWC, retries 2, timestamp 516297000, standby 0 pversion 2

I sent the logs to Extreme and they don't seem to know what the issue is. Nothing changed on our firewall and I even created rules to make sure the access points IP range was being allowed out on 443 and that content filtering was not causing issues.

I seem to be at a point where I may need to factory reset these devices but I have not done this before on Extreme cloud devices. My manager believes it should pull down its config once reset so I shouldn't have to manually reconfigure it, is this true?

RE: Access Points not checking into EZ Cloud

Doug — Mon, 18 Dec 2017 23:08:00 GMT

Hello Daniel,

Can you provide me with your case number for reference so I can review those logs? If you reset the ap to factory it will go through the same process again trying to connect to https://devices.extremenetworks.com.

Regards,
Doug

RE: Access Points not checking into EZ Cloud

Doug — Mon, 18 Dec 2017 23:08:00 GMT

I was able to locate it in our system, I will take a look at the logs now.

RE: Access Points not checking into EZ Cloud

Doug — Wed, 20 Dec 2017 22:40:00 GMT

Issue resolved, GEO-IP filters were in place blocking access.