Unable to do first update/sync of BR100

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Trying to link a BR100 to the SaaS HiveManager for the first time.

The Update never completes. Update Result states "Staged" and Description states "Upload Configuration: The device is currently disconnected from HiveManager. Please try again later."

The BR100 is online (pingable) throughout. It has an open connection to the Internet (all firewall ports open outbound).

Node ID is: xxxxxxxxxxxx

Can you suggest how I can get this device synchronised please?
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Jon King

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Posted 4 years ago

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Scott M., Sr. Support Engineer

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Hello Jon,

If the BR100 can be PINGed but reports being disconnected from HiveManager, then I suspect the BR100 is CAPWAP down in the HiveManager?  HiveManager uses the ports below and so ensure traffic on these ports can flow.

CAPWAPUDP 12222 (default) (1024=65,535)

Please try the following:
--- Make the HiveOS version, match the HiveManager version by pushing out the HiveOS version that matches the HiveManager version (if not already matching).
--- Reboot the BR100 (if not already completed as part of upgrading HiveOS)
--- Ensure you are pushing out a "Complete" configuration push.
HM > Monitor > Update > Advanced > Upload and Activeate Configuration > Settings > Complete Upload > Save > Upload

If this is a HMOL VHM, you can also try taking the BR100 home and plugging it into a home router.  The BR100 should connect to the VHM.  Push out a "Complete" configuration.  If this works, it means that when the BR100 was installed in the previous location, some of the needed ports were blocked.

Please give this a try and update the thread.