Access point is not appearing in new Hive Manager Online

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I have three access points that will not show in my hive manager. I ssh into the access point and the sh capwap client is identical to an access point that IS showing under all Devices in the hive manager.

I'm complete stuck on this one.

Some steps I've taken have been to reset the device mulitple times, re upload the config, reboot. Nothing seems to work.

Hive OS version is 5.1r5. I'm trying to get the access point to appear in HiveManager version 6.1r2a
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Justin Merwin

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Posted 5 years ago

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Chris B, Official Rep

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Hi Justin

Can you post the output of 'sh capwap client' here?

Chris
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Justin Merwin

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AH-49dc80#sh capwap client
CAPWAP client: Enabled
CAPWAP transport mode: UDP

CAPWAP client IP: 172.16.13.254
CAPWAP server IP: 162.216.172.141
HiveManager Primary Name:172.216.172.141
HiveManager Backup Name: 10.169.155.46
CAPWAP Default Server Name: redirector.aerohive.com
Virtual HiveManager Name: Clarion_Area_School_District1
Server destination Port: 12222
CAPWAP send event: Disabled
CAPWAP DTLS state: Enabled
CAPWAP DTLS negotiation: Disabled
DTLS next connect status: Enable
DTLS always accept bootstrap passphrase: Enabled
DTLS session status: Connected
DTLS key type: passphrase
DTLS session cut interval: 5 seconds
DTLS handshake wait interval: 60 seconds
DTLS Max retry count: 3
DTLS authorize failed: 0
DTLS reconnect count: 0
Discovery interval: 5 seconds
Heartbeat interval: 30 seconds
Max discovery interval: 10 seconds
Neighbor dead interval:105 seconds
Silent interval: 15 seconds
Wait join interval: 60 seconds
Discovery count: 0
Max discovery count: 3
Retransmit count: 0
Max retransmit count: 2
Keepalives lost/sent: 78/79
Event packet drop due to buffer shortage: 0
Event packet drop due to loss connection: 3
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Chris B, Official Rep

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Thanks Justin

Have you recently migrated from Hive Manager Online to an on prem Hive Manager? What are the serial numbers of the devices you are having trouble getting to appear in your HM?

Chris
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Crowdie, Champ

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Have you recently migrated from one HiveManager Online to another? We did this recently due to a technical issue with the original HiveManager Online and one access point would not appear in the new HiveManager Online but when you made a serial connection to the access point it was configured correctly and appeared connected.

After working with Aerohive Support we found the access point was "stuck" on the original HiveManager Online and it required Aerohive Support assistance at their end to get it to connect to the new HiveManager Online.
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Justin Merwin

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Actually I recently switched from my orginal HiveManager Online to another because the first HiveManger was spelled wrong.
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Chris B, Official Rep

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Hi Justin

What are the serial numbers of these 3 AP's?

I looked at your VHM - Clarion_Area_School_District1 and see no devices connected to it...is this the new VHM you have migrated to?

Chris
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Justin Merwin

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12112112202434

12112112202363

12112112202367

VHM - Clarion_Area_School_District1 this is the old VHM. The new VHM is VHM-CAR6CB ( Clarion-Limestone_SchoolDistrict )
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Chris B, Official Rep

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Hi Justin

Can you ssh in to each one of the AP's and manually set them to redirect to the new VHM

capwap client vhm-name Clarion-Limestone_SchoolDistrict
capwap client server name hm-useast-008.aerohive.com
save config
no capwap client enable
capwap client enable

Then please post the output of show capwap client if they still don't connect to the correct VHM

Chris
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Justin Merwin

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AH-49dc80#sh capwap client
CAPWAP client: Enabled
CAPWAP transport mode: UDP
DISCOVERY state: Sending Discovery packets to find the CAPWAP server
CAPWAP client IP: 172.16.13.254
CAPWAP server IP: 162.216.172.141
HiveManager Primary Name:hm-useast-008.aerohive.com
HiveManager Backup Name: 10.169.155.46
CAPWAP Default Server Name: redirector.aerohive.com
Virtual HiveManager Name: Clarion-Limestone_SchoolDistrict
Server destination Port: 12222
CAPWAP send event: Disabled
CAPWAP DTLS state: Enabled
CAPWAP DTLS negotiation: Disabled
DTLS next connect status: Enable
DTLS always accept bootstrap passphrase: Enabled
DTLS session status: Disconnect
DTLS key type: passphrase
DTLS session cut interval: 5 seconds
DTLS handshake wait interval: 60 seconds
DTLS Max retry count: 3
DTLS authorize failed: 0
DTLS reconnect count: 0
Discovery interval: 5 seconds
Heartbeat interval: 30 seconds
Max discovery interval: 10 seconds
Neighbor dead interval:105 seconds
Silent interval: 15 seconds
Wait join interval: 60 seconds
Discovery count: 0
Max discovery count: 3
Retransmit count: 0
Max retransmit count: 2
Keepalives lost/sent: 78/79
Event packet drop due to buffer shortage: 0
Event packet drop due to loss connection: 3
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Chris B, Official Rep

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Can you 'capwap ping hm-useast-008.aerohive.com' ? Does the AP resolve this address ok?
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Justin Merwin

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AH-49dc80#capwap ping hm-useast-008.aerohive.com
CAPWAP ping parameters:
Destination server: hm-useast-008.aerohive.com (162.216.172.141)
Destination port: 12222
Count: 5
Size: 56(82) bytes
Timeout: 5 seconds
--------------------------------------------------
CAPWAP ping result:
82 bytes from 162.216.172.141 udp port 12222: seq=1 time=18.205 ms
82 bytes from 162.216.172.141 udp port 12222: seq=2 time=18.33 ms
82 bytes from 162.216.172.141 udp port 12222: seq=3 time=18.721 ms
82 bytes from 162.216.172.141 udp port 12222: seq=4 time=17.977 ms
82 bytes from 162.216.172.141 udp port 12222: seq=5 time=18.265 ms
------- hm-useast-008.aerohive.com CAPWAP ping statistics -------
5 packets transmitted, 5 received, 0.00% packet loss, time 5120.274ms
rtt min/avg/max = 17.977/18.240/18.721 ms
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Chris B, Official Rep

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Hi Justin

I see these are all now in the correct HMOL account after manually adding the capwap information. Is everything looking good now?

Chris