AP RMA

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  • Updated 4 years ago
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LS.
We have 4 AP120 continue showing blue led.
Is there a possibility to repair these AP's?

And whereto we can send them in the Netherlands?

Thank you.

Kind regards,

Peter Mulleners
IT-administrator
Connect College
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Peter Mulleners

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Posted 4 years ago

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Manoah Coenraad, Champ

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Hello Peter,

I think you have to discuss this with your local reseller.

With regards,

Manoah Coenraad
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Nick Lowe, Official Rep

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A solid blue light indicates that there is no route to the back-haul network, so it is highly unlikely they are faulty.

You need to instead resolve the connectivity fault that they have to the network. It will ether be due to a fault on the wired side of the network or a configuration fault on these APs.

if it is a fault on the wired side, you should resolve this using the standard troubleshooting procedures that are applicable to your wired infrastructure.

If it is a configuration fault, after verifying and correcting things in HiveManager, a factory reset using the pin hole available should get things going.
(Edited)
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Peter Mulleners

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Thank you Nick, for you response,

Unfortunately, this is not the solution. On the same ehternet we configured other ap's succesfully.
We also reset them to factory settings.

Still a blue light remains...
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Nick Lowe, Official Rep

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Can you check that your DHCP server is issuing these APs with a usable IP address, subnet mask, default gateway and DNS server information?

The typical cause for what you describe are issues there.
(Edited)
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Peter Mulleners

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@Nick, I can't find any AP's within the DHCP. All our AP's have asigned ip-addresses,(and of course subnet and gateway). In Aerohive Manager they don't appear at all.
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Nick Lowe, Official Rep

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So, if you have factory reset these APs, how did you/are you giving it this information?

If it is not via DHCP and it is statically set, it does need to be configured.

If you have been relying on DHCP, you may find that the scope itself is exhausted meaning these APs have been unable to get a lease - hence the blue light.
(Edited)
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Peter Mulleners

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Normaly your're right. Or they appear in Aerohive Manager or they appear after give in the serialnumber. But in this situation, the APs doesn't respond at al. Just give the blue and nothing else.
Yesterday I tried two other APs and they worked fine, but those four...
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Nick Lowe, Official Rep

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You still don't know that it's the APs and not the DHCP server that is at fault here.

If there is an existing lease for the APs you tested, they will just work as they will be given the same address.

Honestly, it really doesn't 'smell' to me like the APs are faulty.

i suggest using a protocol analyzer like Wireshark to observe what's going on.
I suspect you will see the AP asking for a lease and not getting one.
(Edited)
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Peter Mulleners

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Yes Nick, normally you're absolutely right! But...it isn't our first test.
These AP's now have that problem for some time and my colleague, a network-administator, has tested them too. He labeled them as broken. Now I want them repaired.
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Nick Lowe, Official Rep

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You would need to contact your point of support to do that, that's Aerohive directly or your reseller.
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Nick Lowe, Official Rep

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You could try performing a recovery via the console cable and a TFTP server:

https://community.aerohive.com/aerohive/topics/ap_121_stuck_with_orange_lite_wont_reset_how_to_recov...