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Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new

mgdb
New Contributor III

‎08-16-2019 01:10 PM

Some of my users cannot authenticate with their PPSK (even with mine) on their laptop. I remarked that most of them are using a Mac OS 10.14. When I used their PPSK, it works for me, I use a Mac OS 10.13. Is there an incompatibility with Apple's new
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13 REPLIES 13

mgdb
New Contributor III

‎08-19-2019 02:26 PM

The radius server is in the cloud. We chose this solution when we decided to implement the aerohive solution for our wireless network.

Can I acces to the server logs from my aerohive ng ?

Thanks.

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samantha_lynn
Esteemed Contributor III

‎08-19-2019 12:57 PM

Thank you for that data. I'm seeing this message repeatedly for that MAC address:

2019-07-11 15:39:08 warn  ah_auth: aaa: ah_wpa_external_ppsk_req: request pmk for 3436:3b83:01e4 failed, reason: RADIUS server rejected this user

 

That is indicating the Radius server is receiving our authentication request and rejecting it. I would recommend checking your Radius server logs to see why it is rejecting that user.

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mgdb
New Contributor III

‎08-19-2019 06:45 AM

I already have a ticket open about my problem of authentication.

I suggested what I told you but I believe that they did not take care of that. They are on another way :

  • I had a lot of expired account : I deleted them but no result
  • some groups are not used : it was default groups, I cannot remove
  • etc..

I sent techdata each time I had that case but I had the same answers : the problem was on my side not from theirs

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samantha_lynn
Esteemed Contributor III

‎08-16-2019 03:26 PM

Not that I've heard of, could you enable auth debugs, replicate the issue, and send the tech data and the client device MAC address you used to replicate the issue to me at communityhelp@aerohive.com? Those debugs will hopefully give us more of an idea of why the clients are unable to authenticate.

 

This guide reviews how to enable auth debugs, for reference: https://thehivecommunity.aerohive.com/s/article/Authentication-Auth-Debugs

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