topic Re: The server is not reachable or the file does not exist. in Unleashed

The server is not reachable or the file does not exist.

prakash_donga — Fri, 06 Oct 2017 11:57:43 GMT

Unable to upgrade the existing R500 AP with latest Unleased firmware.

I am always getting an error as Failed to download the image upgrade information. The server is not reachable or the file does not exist.

Current firmware version: 200.1.9.12.62

Re: The server is not reachable or the file does not exist.

michael_brado — Fri, 06 Oct 2017 23:29:02 GMT

Does 200.1 have Local Upgrade option? If so, try manual update.
https://support.ruckuswireless.com/software/1475-ruckus-unleashed-ap-200-5-10-0-235-ga-software-for-...

Re: The server is not reachable or the file does not exist.

prakash_donga — Sat, 07 Oct 2017 07:19:42 GMT

I haven't seen any option to do local upgrades in unleashed firmware can you help to find that option?

In case if anyone can help me to point Ruckus to right server of firmware then it can solve the issue may be

Also let me explain my setup, we have tplink load balancer in which we have two ISP for which we do load balancing and DHCP IP allocation happens from the tplink for all devices in the network.

Now out put of tplink goes into R500 AP and then distribute the internet. As result AP internet connect option always show disconnected but actually it is connected.

Re: The server is not reachable or the file does not exist.

nat_nat — Sun, 08 Oct 2017 16:56:35 GMT

In Unleashed version 200.1, there is no local upgrade option. You are saying that on Unleashed UI the internet option shows as always "disconnected" but it is connected. This sounds very strange. Are you able to ping "support.ruckuswireless.com" (or other internet sites like google.com, amazon.com etc) from Unleashed UI? If you can't ping these from Unleashed UI itself then there is no internet connection to Master AP (and perhaps to other APs too).

Re: The server is not reachable or the file does not exist.

prakash_donga — Sun, 08 Oct 2017 17:04:40 GMT

We only one AP used by 30 users to connect

Basically tplink load balancer allocate the IP as result tplink gateway is 192.168.1. 1 and AP is give IP as 192.168.1. 2 and all other clients that connect AP uses from 192.168.1.3.

I thought that could be the issue of not showing the internet option as connected.

I will try the ping tomorrow and update this post

Re: The server is not reachable or the file does not exist.

prakash_donga — Fri, 13 Oct 2017 08:10:51 GMT

Hello Nat,

You are right I am not able to ping google.com or any other domain. Please check the below images.
Right now AP is just an intermediator for clients - laptops, mobile to connect via AP and access internet via the load balancer.
DHCP is allocated by TPLink load balancer as I can manage security aspects from the load balancer to manage route the traffic to multiple ISP or block the user from mac based filtering or allocation IP on basis of IP-MAC binding etc.

I think this could be the reason of firmware update may be.

Re: The server is not reachable or the file does not exist.

nat_nat — Fri, 13 Oct 2017 11:20:59 GMT

Yes, this is the reason as to why you are not able to upgrade using online method. The alternate way is to do via local upgrade. Since you are running older version you have two choices.

1. Factory reset the AP and then upgrade at the very first screen. I am assuming you know how to get back to factory-reset AP. If not please refer to "Quick Start Guide" for Unleashed. It is very simple or you can also see on youtube videos.

2. SSH into the AP and then use CLI to do the upgrade. It is recommended to factory-reset the AP before doing the upgrade via CLI.

fw set host
fw set proto tftp
fw set control < Unleashed software image file name>
fw show - this command is to ensure your parameters are set right
fw update - this will start the upgrade procecss

You could also refer to https://support.ruckuswireless.com/answers/000001551

Hope this helps!

-Nat