AP device is not visible under VHM account

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  • Updated 3 years ago

Hello, 

We will be very graceful if you can help us with an issue we are facing with AP device visibility in HMOnline.

We have one AP121 device in the office but we can't see it under any of the VHM accounts in the HM Online.

- I can ping server using 12222 port:

          AH-9ab940#capwap ping hm-emea-043.aerohive.com
          CAPWAP ping parameters:
              Destination server: hm-emea-043.aerohive.com (54.77.251.74)
              Destination port: 12222

- It seems there is connectivity to the HiveManager Server since the get this status in the capwap client: "RUN state: Connected securely to the CAPWAP server"

- I configure vhm-name in AP121 with vhm views we manage in the office: "VHM-OMCF1U" or "VHM-2OR2CA". But I am not able to see the device in the managed/unmanaged lists.

          CAPWAP client:   Enabled
          CAPWAP transport mode:  UDP
          RUN state: Connected securely to the CAPWAP server
          CAPWAP client IP:        172.20.0.58
          CAPWAP server IP:        54.77.251.74
          HiveManager Primary Name:hm-emea-043.aerohive.com
          HiveManager Backup Name:
          CAPWAP Default Server Name: redirector.aerohive.com
          Virtual HiveManager Name: OMCF1U
          Server destination Port: 12222

- I tried to manually add the device using the serial number, but I unfortunately I get this error message: "Unable to add serial number ".........": Serial number(s) can not be created in database"

Is there any way to force redirector to point device to the VHM views?

Thank you very much for your help :-)

BR/Jorge

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Jorge

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Posted 3 years ago

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Nick Lowe, Official Rep

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If the device is not visible already under the Managed Devices tab and the serial is not visible under the Unmanaged Devices tab, and you cannot add the serial under Monitor > Device Inventory > Add/Import you should probably open a support case.

Couple of basic things to check:

Are you really sure that it is not already present in another HMOL instance under Managed Devices or Unmanaged Devices?

Are you sure that you have a valid, in-date licence key applied that covers the AP?
(Home > Administration > License Management)

What version of HMOL are you using? Have you updated it to 6.5r1?
(Edited)
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Jorge

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Hello Nick, thanks a lot for your fast answer.

We just have these 2 HMOL instances in the office "VHM-OMCF1U" and "VHM-2OR2CA". But unfortunately I don't see the AP in any of them. Do you know if I should include the part "VHM-" in the vhm-name?

The HMOL version is Enterprise 6.5r1.

The license is for 5 devices and it says is valid until 02-09-2017.

Thanks!

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Nick Lowe, Official Rep

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You are rather unlikely get an AP to appear in HMOL unless you have got its serial inputted there first! :)

After that, performing a factory reset on the AP will get it to go through the discovery process via the redirector and it should show up in your HMOL instance, assuming nothing is blocking the CAPWAP traffic via both UDP and TCP (HTTP). (Nothing appears to be blocking this based on what you've posted above.)

"_reset press" at the CLI or pressing and holding the button on the AP for 5 seconds once booted will perform a factory reset.

You therefore shouldn't need to care what the vhm-name actually is with HMOL. If everything is working correctly, it will be automatically discovered during the provisioning process.

You need to sort out why it is that you cannot put the serial number in. A support case may be your best avenue therefore.
(Edited)