Device Update failed error on multiple access points

[jurgen]

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.

[samantha_lynn]

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

[jurgen]

Hello,

Debugs are enabled. How can I download the logfiles?

[samantha_lynn]

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". 

[jurgen]

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

[samantha_lynn]

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.