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XIQ APs suddenly stopped communicating with the Hive Manager

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TitleXIQ APs suddenly stopped communicating with the Hive Manager
Question
Why did my XIQ APs suddenly stop communicating with the Hive Manager when they had been working fine for a long time?
Environment
  • ExtremeCloud IQ
  • XIQ
  • Hive Manage
  • XIQ APs
  • Capwap
  • CLI
  • SSH client such as Putty.exe or similar
Answer
In this case, communication was not fully established between the AP and HiveManager. Some critical information was missing 
 
AH-1f0d34#show capwap client
CAPWAP client: Enabled
CAPWAP transport mode: UDP
DTLS state: Handshaking with CAPWAP server using DTLS  (should be: RUN state: Connected securely to the CAPWAP server)
CAPWAP client IP: 172.29.152.19
CAPWAP server IP: 34.253.180.208
HiveManager Primary Name:va2-cws-12.extremecloudiq.com
HiveManager Backup Name: va2-cwm.extremecloudiq.com
CAPWAP Default Server Name: redirector.aerohive.com
Virtual HiveManager Name:                                    (missing)
Server destination Port: 12222

AH-134dee#show capwap client
CAPWAP client: Enabled
CAPWAP transport mode: UDP
DTLS state: Handshaking with CAPWAP server using DTLS  (should be: RUN state: Connected securely to the CAPWAP server)
CAPWAP client IP: 172.29.152.29
CAPWAP server IP: 34.253.180.208
HiveManager Primary Name: va2-cws-12.extremecloudiq.com
HiveManager Backup Name:                                      (missing)
CAPWAP Default Server Name: redirector.aerohive.com
Virtual HiveManager Name:                                     (missing)

To try and resolve this issue, follow these steps to manually enter the VIQ name on the disconnected APs to try and force them to reestablish that connection:
  1. Log into the HiveManager and hover your mouse over your account name (top right hand corner of the page) >> Select Global Settings >> ADMINISTRATION >> VIQ Management >> Note down your VIQ Name (Example: VHM-HSERHPME)
  2. SSH into the AP and run the following commands:
#capwap client vhm-name <VIQ name>
#save config

Example:
#capwap client vhm-name VHM-HSERHPME
#save config
  1. Disable and re-enable capwap client:
#no capwap client enable
#capwap client enable
  1. Verify connection to the Hive Manager:
#show capwap client
  1. You can also run the following commands from AP to make sure that the DGW is letting traffic through and that the DNS server is accessible:
#ping 8.8.8.8
#ping www.google.com
#capwap ping <capwap server IP address> port 12222 count 10
#capwap ping redirector.aerohive.com
#capwap ping <HiveManager Primary or Backup Name>
  1. If pings and the connection to the internet were successful, and the above steps did not help in forcing a connection to the Hive Manager, please delete the APs from Manage >> Devices and once done, onboard them again. 
Additional notes
If above does not help in resolving the issue, please contact GTAC for further troubleshooting

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