backend.config.error.device.connectivity.error

[4tITude]

Presently, I am getting the following alarm on 3 out of 21 AP121 units (each with OS Version 6.5.13.0), without being able to resolve after several attempts to update firmware and configuration:

“Device Update Failed” alarm:

${{
"errorCode" : "backend.config.error.device.connectivity.error",
"errorParams" : null
}}#

We have a WIFI network with legacy Aerohive devices, and I just migrated away from Aerohive HiveManager to ExtremeCloud IQ a few weeks ago.  At that time, I also updated firmware to the lastest on all units, adding a few new (used) ones to the network at the same time.

All seemed well until a week or two ago when we lost connectivity to several units (mostly AP121s and AP230s).  Since we lost connectivity, 3 out of 21 units are still showing disconnected, with a “Device Update Failed” alarm, as above.

I have tried to push a delta configuration update, a complete configuration update, and several attempts at updating IQ Engine and Extreme Network Switch Images, but to no avail..

Please advise.

[SamPirok · Accepted solution]

Hello, thank you for the details. I would recommend enabling CAPWAP debugs, replicating the issue, then pulling tech data from the AP. If you have support, you’ll want to open a case and attach that tech data to the case for our engineers to review. If you do not have support, please feel free to send me the tech data at [email protected] and I will see what I can find for you. 

This guide reviews how to enable CAPWAP debugs:https://extremeportal.force.com/ExtrArticleDetail?an=000057308&q=Capwap%20debugs

This guide reviews the options for gathering tech data:https://extremeportal.force.com/ExtrArticleDetail?an=000080320&q=Tech%20data

Please let me know if you have any questions or if I can clarify anything.