Aerohive AP121 stuck at HiveOS 6.5r4 and displays "device update failed" when upgrading it

[alain_canizares]

I have a HiveManager Connect account and have seven AP121s. One of them is stuck on HiveOS 6.5r4. When I upgrade HiveOS it displays a "Device Update Failed" regardless of HiveOS version I choose.

Resetting the AP back to factory settings and re-adding it to the the HiveManager does NOT seem to work as well.

Can someone please point me to the right direction please? Maybe a manual update of the HiveOS if I can have the .img file?

Thanks in advance.

Alain

alain.canizares@gmail.com

[samantha_lynn]

If you are using a console cable, you'll want to choose the Serial option in Putty, rather than the SSH option. Then you'll need to look up the COM number in use within the Device Manager settings. I might suggest opening a case with technical support so they can assist you with reaching the CLI, or with setting up an RMA if the AP is defective and we can't reach the CLI.

[abhuiyan]

I am not still able to access SSH on Putty. I enabled a session in Hive Manager NG and enabled SSH session which gave me a new IP address and a port number, I tried these info to login to Putty with username "admin" then it gives me this error: Disconnected: No supported authentication methods available (server sent: publickey,gssapi-keyex,gssapi-with-mic). I also tried with the same IP and the default port number on Putty which is 22, still can not connect. Then I tried with the IP address next to the AP in Hive Manger NG and it gives me fatal error message: Network error: Connection refused.

FYI: I disconnected console cable from the AP and the AP is only connected to the ETH0 from a switch, I also tried before keeping the console cable connected which gave me similar result.

[samantha_lynn]

Thank you for that screen shot. Are you attempting to update the configuration on the AP or the firmware? I'd like to get some data on why the update is failing, so if possible let's SSH in to the AP and run the following commands:

_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".  

After these are enabled, try to push the update again and wait for it to fail. Then we'll want to collect tech data. The guides below review how to collect tech data, depending on which HiveManager platform you are using:

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

HiveManager 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  

This guide reviews how to SSH in to the AP (I think the issue may have been setting the port number when you tried to SSH in before): https://thehivecommunity.aerohive.com/s/article/How-to-Connect-to-an-AP-using-SSH

Once you have the tech data, please email it to me at communityhelp@aerohive.com, and I'll let you know if we can find the reason for the update failure.

[abhuiyan]

Attached is the Error message