topic Re: SmartZone - Access Points are not joining the Default Zone, they are online, but dashboard info is not refreshing in Community and Online Support Services

SmartZone - Access Points are not joining the Default Zone, they are online, but dashboard info is not refreshing

bart_p_izj2rmjl — Mon, 17 May 2021 17:07:56 GMT

Hi All,

I am struggling with getting APs connected to the SmartZone, I can see them connected, but their data for example Management VLAN is N/A, Provision Stage N/A, and what is very interesting Last Seen date is always the same as Registered On, which indicate that AP is able to join the scg and then after getting the newest config it drops at some point. I tried different AP models. I did set factory from AP cli then I quickly removed it from SZ GUI and I could see the same behavior. I tried to provision it with csv file as always - did not help.

I am able to see all the things in Events section when AP highlighted in dashboard, so why the the rest of the data is not visible in it?

This is what I see:

AP MAC

AP Name

Description

Status

IP Address

Model

Zone

AP Group

External IP:Port

AP Firmware

Serial

Configuration Status

Last Seen

Location

Administrative State

Registration State

Provision Method

Provision Stage

Registered On

Management VLAN

28:B3:71:22:AF:XX

RuckusAP

N/A

Online

10.222.63.219

H320

N/A

Room

10.222.63.219:50709

5.1.0.0.595

1.92E+11

Up-to-date

17/05/2021 17:31

Unlocked

Approved

Discovered

N/A

17/05/2021 17:31

N/A

Cluster made of two SZ-100
FW ver 5.2.2.0.317
AP ver 5.1.0.0.595

If I try to reboot AP via WEBgui it says: 'Unable to reboot the AP. Reason: Failed to execute command on AP !.'

CSV template

AP Mac Address

Zone Name

Model

AP Name

Description

Location

GPS Coordinates

Logon ID

Password

Administrative State

IP Address

Network Mask

Gateway

Primary DNS

Secondary DNS

Serial Number

IPv6 Address

IPv6 Gateway

IPv6 Primary DNS

IPv6 Secondary DNS

28:B3:71:22:AF:XX

Default Zone

H320

APtest

Desc1

Location1

admin

pass

1.92E+11

I can ping APs from my GW, from both SZs,
communication works fine, there are no blocking rules set, it is connected on the same vlan, on SZ VLAN 1 should work at this stage of installation, I will change it later to tagged one.

I have log file from this AP if needed, Also I can send any API to the SmartZones, as I have Postman configured for this purpose already.

Please share your thoughts, I have spent some nights on this issue, I have no more time I guess...

Re: SmartZone - Access Points are not joining the Default Zone, they are online, but dashboard info is not refreshing

syamantakomer — Mon, 17 May 2021 18:54:17 GMT

Hi Bart,

Config status shows "Up-to-date" and that indicates AP is fully functioning.

Could you SSH into the AP and run below commands.

get scg

get wlanlist

Is the AP broadcasting SSID? If yes, are you able to connect?

Since this is a two node cluster, this could be also related to data indexing between the zones.

Make sure latency between these zones is nominal. If AP is functioning and broadcasting SSIDs as well, try to reindex cluster data by running below command on one of the SZs.

enable

debug

reindex-elasticsearch-all

yes

This doesn't required downtime or has any service impact.

Re: SmartZone - Access Points are not joining the Default Zone, they are online, but dashboard info is not refreshing

bart_p_izj2rmjl — Mon, 17 May 2021 19:18:29 GMT

@syamantak_omer Thank you, it worked

Re: SmartZone - Access Points are not joining the Default Zone, they are online, but dashboard info is not refreshing

syamantakomer — Mon, 17 May 2021 19:25:24 GMT

Good to know it fixed the issue!

Re: SmartZone - Access Points are not joining the Default Zone, they are online, but dashboard info is not refreshing

bart_p_izj2rmjl — Mon, 17 May 2021 19:53:22 GMT

Unfortunately, I have do not have much luck today...

I am one step ahead as now I can see that all the names, zones and groups are fine, but prov stage and Mgmt vlan have 'N/A' and also Last seen is the time short after that moment of running the command you mentioned above. I tried to reboot and it still shows the same date and time.

I have been waiting 15 mins to see if the APs go offline, but they are not.
I have removed the AP mentioned above and it has been added back after 30s. Again without Default Zone, Group,

.3 is SZ01 .4 is SZ02 /DHCP from server on the same subnet

Please compare, 'Last seen' with Events data,

Re: SmartZone - Access Points are not joining the Default Zone, they are online, but dashboard info is not refreshing

syamantakomer — Mon, 17 May 2021 21:38:27 GMT

If problem continues, please open a support case and support should be able to help and troubleshoot further.

Re: SmartZone - Access Points are not joining the Default Zone, they are online, but dashboard info is not refreshing

bart_p_izj2rmjl — Thu, 20 May 2021 14:55:37 GMT

Hi Syamantak,

I have sorted it out, the issue was related to AP signatures for this version. This helped me find the issue. I did factory reset on one SZ, and I have noticed this.

ALL APs connected now as they should

Re: SmartZone - Access Points are not joining the Default Zone, they are online, but dashboard info is not refreshing

syamantakomer — Thu, 20 May 2021 15:01:57 GMT

Hi Bart,

Yes, you cannot upgrade the AP zone if compatible application signature packet is not installed on controller.

For 5.2.2, you need 1-470-1 application signature version.

https://support.ruckuswireless.com/software_terms_and_conditions/2820-smartzone-5-2-2-0-317-gd-sigpack-1-470-1-application-signature-package

Good to know that you were able to fix it.