How can I see my Client Count in Hivemanager?

  • 2
  • Question
  • Updated 5 years ago
  • Answered
  • (Edited)
My APs do not show any clients in the Monitor and 'System at a Glance' until I request 'Client Information' under 'Utilities'. In Dashboard the clients are counted and shown...
Bug or feature? :-)
Photo of Uli Saur

Uli Saur

  • 26 Posts
  • 1 Reply Like
  • confused

Posted 5 years ago

  • 2
Photo of Amanda

Amanda

  • 396 Posts
  • 25 Reply Likes
Hi Uli - just letting you know we are working on an answer to this question and will be back to you when we have one.

Thanks,

Amanda
Photo of Brian Ambler

Brian Ambler

  • 245 Posts
  • 126 Reply Likes
Hi Uli,

Can you confirm that the clock on your APs are set to the current time and time zone ( and )? You will also want to confirm that the time and date on your HiveManager (if you have an on-premise appliance) is correctly set (this is done through "Home > Administration > HiveManager Settings > System Date/Time". If your HiveAPs clocks are skewed hours ahead of each other then the HiveManager may not display a client that is connected due to the client having connected in the future according to HiveManager.

Also, when you do not see any clients on the Monitor page do you see any clients on the Active clients page when filtering for that AP? To check, look under "Monitor > Active Clients > Filter > New (+)", define a filter for the IP address or Hostname of the AP and click Search.

Monitor Page:


Setting up a filter for one AP:


Displaying clients connected to one AP:
Photo of Uli Saur

Uli Saur

  • 26 Posts
  • 1 Reply Like
Hi Brian,

time of the Hivemanager is correct and the APs sync their time with the HM, we are using automatically generated PPSK for guest access.

On the Monitor page I cannot see any clients:


Also, the Active Clients stay empty:


After I did Monitor>Check AP>Utilities>Client Information it looks like that:


The Active Clients page has also filled up, now. (No picture because of privacy policy ;-) )

What I discovered is that this count will not be updated automatically, only when I execute again Utilities>Client Information on each AP!

Kind regards,
Uli
Photo of Brian Ambler

Brian Ambler

  • 245 Posts
  • 126 Reply Likes
Hi Uli,

That is definitely not how HiveManager is designed to function out of the box. When you tell me that running "Client Information" on each AP displays connected clients, that is the HiveManager querying the AP's station list for that information. On the other hand, "Active Clients" is a list of clients from all APs that are reported to HiveManager on a (by default) hourly basis or client events (association, disassociation, etc.), which ever comes first for each client.

Can you navigate to Active Clients and enable "Periodic Client Database Updates" under Settings and see if anything changes?

From our Help system regarding this feature:

Refreshing Client Data

Devices send traps to HiveManager reporting client statistics on an ongoing basis. To poll a device to retrieve the latest information about one or more of its active clients, select the clients whose data you want to refresh, and then click Operation > Refresh Client at the top of the page.

In addition to refreshing client data manually, HiveManager polls for statistics from devices on an hourly basis to ensure that it does not miss any traps. In addition to the hourly polls, you can also configure HiveManager to poll devices to retrieve the latest statistics about their currently active clients at admin-defined intervals between 10 and 1440 minutes (24 hours). You might want to shorten the interval to get statistics more frequently for highly active and dynamically changing networks or lengthen the interval for more stable networks. To set a polling interval, click Settings > Periodic Client Database Updates, enter the following, and then click Save:

Disable periodic updates of the client database: Select for HiveManager to poll the devices every hour on the hour in addition to database updates driven by events, such as when a client associates with and disassociates from a device. By default, this is selected.

Enable periodic updates of the client database: Select to enable the periodic updating of the active client database at admin-defined intervals in addition to the hourly polls that HiveManager always does. At these intervals, HiveManager polls devices to check the status of the clients that are actively associated with them.

Update Interval: The default interval for periodic client database updates is every 60 minutes. You can set this as frequently as 10 minutes or as infrequently as 1440 minutes (24 hours). If HiveManager does periodic updates for a large number of devices, you might want to increase the intervals between updates to reduce the amount of resources exerted on polling. On the other hand, if HiveManager polls a smaller number of devices, a more frequent polling might produce more timely statistics.

Client Filter: By default, HiveManager applies the client filter "All" to poll all devices. If there are a large number of managed devices, this might incur a heavy toll on both HiveManager and network resources. To poll a smaller number of devices, select a previously defined filter that specifies a subset of devices based on map or device host name or even a subset of clients based on MAC OUI or a shared element in client host names. For information about setting a filter, see the "Filter Active Clients" section above.
Photo of Uli Saur

Uli Saur

  • 26 Posts
  • 1 Reply Like
Hi Brian,

could it be that my testing with SNMP has something to do with this effect? I just re-enabled the def-service-snmp settings but have to wait until wifi clients get back to the office (will last until Monday because of long holiday weekend in Germany...).
I will report on Monday!

Greetz,
Uli
Photo of Uli Saur

Uli Saur

  • 26 Posts
  • 1 Reply Like
Got the Apple TV to help me... ;-)

It seemed to be the SNMP settings. Do I have to configure the Hivemanager manually to receive traps if I specify another (additional) trap receiver in Management Server Settings>SNMP Server?
I think I read something like this but cannot find it again.

Kind regards,
Uli
Photo of Brian Ambler

Brian Ambler

  • 245 Posts
  • 126 Reply Likes
Hi Uli,

I would need to confirm, but I believe the SNMP traps the AP is sending to the HiveManager regarding reporting (connected client, etc.) are separate from the SNMP server specifications under "[Network Policy] > Additional Settings > Management Server Settings > SNMP Server". The APs should send their traps to the HiveManager over the CAPWAP tunnel regardless of what you configure, but as I said, I will need to confirm to be 100% sure. It would seem odd to me if this were not the case.

Out of curiosity, did you remove your SNMP server specification and then see the clients populated in the Active Clients page (without enabling periodic updates)?
Photo of Uli Saur

Uli Saur

  • 26 Posts
  • 1 Reply Like
Hi Brian,

yes, exactly that's what happened. I chose the default SNMP settings (which contain no SNMP server at all) and the client count came back to Monitor and the Active Clients page.

I will test a configuration where the external trap receiver and the Hivemanager is set, because this will be needed at some customer sites.
As I could read in the Help, the setting for sending traps over CAPWAP is only needed for versions prior 3.4, later versions do it anyway.
Photo of Brian Ambler

Brian Ambler

  • 245 Posts
  • 126 Reply Likes
Hi Uli,

Unfortunately I have been unable to replicate the issue that you are reporting by adding a SNMP object to my AP's Network Policy, with or without "Enable Traps over CAPWAP" enabled.

Can you get me screencaptures of your SNMP configuration and let me know whether you are on HMOL or an on-premise HiveManager? You may need to wind up opening a support case with your Aerohive Partner to troubleshoot this further, but I would first like to confirm that I am matching your configuration.
Photo of Uli Saur

Uli Saur

  • 26 Posts
  • 1 Reply Like
Hi Brian,

we use an on-premise HiveManager.

The SNMP configuration causing the client count to stop looks like this:

Photo of Brian Ambler

Brian Ambler

  • 245 Posts
  • 126 Reply Likes
Hi Uli,

Sorry, one more question. You mention that your HiveManager is running version 6.0r2a; what version of HiveOS are your APs running?
Photo of Uli Saur

Uli Saur

  • 26 Posts
  • 1 Reply Like
No problem, I appreciate your support!

The APs are running HiveOS 6.0r2a.1167.
Photo of Brian Ambler

Brian Ambler

  • 245 Posts
  • 126 Reply Likes
Just to confirm, how do you get the clients to begin appearing, by switching back to the default SNMP server object?
Photo of Uli Saur

Uli Saur

  • 26 Posts
  • 1 Reply Like
Yes, that's correct. With the shown SNMP settings the client count was not updated automatically.
Photo of Brian Ambler

Brian Ambler

  • 245 Posts
  • 126 Reply Likes
Hi Uli,

Unfortunately I am unable to reproduce this issue in my lab; at this point I would recommend contacting your Aerohive Partner to open a support case for further assistance. At this point we are really past what I can provide on this forum, speaking with a support engineer directly will be the best way to handle this issue going forward.

However, If you could please report back what the ultimate resolution is it would be much appreciated as I am curious to know the root cause of this issue.

Sorry we couldn't get this resolved online, best of luck.
Photo of Uli Saur

Uli Saur

  • 26 Posts
  • 1 Reply Like
Hi Brian,

Thank you very much, I appreciate the really intensive work on this!
Today, I had the possibility to test this functionality at a customer site and could not reproduce either.
With this experience I am afraid our Hivemanager (for productive and also testing purposes) has some deeper issues due to extreme tests and upgrades over the years. The first step will be to do a fresh install and a new clean setup.

Thanks a lot that was really great!