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 community@extremenetworks.com 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.