Why does our router constantly show "The Configuration of the device has been rolled back" when updating?

[john_moore1]

Why does our router constantly show "The Configuration of the device has been rolled back" when updating?

[dparsons · Accepted solution]

With making a few assumptions that this is existing and has been running and no other changes were made but a configuration change then the focus should be on the fourth question in Sam's list. You need to compare the two configurations to see what is actually being changed. Then would that change cause the router to not be able to contact the Hive Manager? Normally a rollback occurs because something that was pushed to the device cause it to no longer be able to contact Hive Manager. For example pushing a configuration that administratively disables a port that is used to connect back would cause the device to loose connectivity to Hive Manager, time out and then revert to the old configuration to try to gain connectivity again, thus preventing you from isolating the device from Hive Manager. Since the configuration was a valid configuration otherwise it will upload successfully.

Good luck.

[samantha_lynn]

That means the update failed to go through, although we usually get more detail than that in the failure message. We'll want to start ruling out sources for the issue: HiveManager, HiveOS, Device, Configuration, or firewall. 

I have some questions that will help narrow things down:

• Do you have any other routers using the same configuration that are not having issues?
• Are we using the latest firmware available?
• Is this a new device? Has it taken a configuration update before? Has it taken this network policy before? If it has, what have we changed with this update?
• If this is not a brand new configuration, what changes are we trying to push out to the router?
• Can you confirm that your firewall/content filters are allowing UDP 12222, TCP 22, HTTP 80, and TCP 443?