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Device Onboarding - FAQs/Troubleshooting

How to use the Activation Status field in the Device Catalog List to troubleshoot problems adding/licensing devices

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You can use the following list of commands to troubleshoot/resolve device problems based on the Activation Status.

Activation Status

Resolution

Unsupported Device Model

  • The device is not supported in OmniVista Cirrus.

Waiting for First Contact

Registered

VPN Config Failed

  • Device was unable to configure a secure transport channel for connecting to the OmniVista Cirrus Server. Wait for 30 minutes. The network device will automatically contact the OmniVista Cirrus Server again to check the configuration. If resolved, the activation process will continue. If the problem persists, contact Customer Support.

Provisioning Failed

  • Device was unable to process the provisioning configuration sent by the Provisioning application for APs. Wait for 30 minutes for the network device to retry and contact the OmniVista Cirrus R10 Server. If the problem persists, contact Customer Support.

  • Failed to open an SSH session to the device.

    • Try to restart the device to make sure the maximum number of SSH sessions has not been exceeded. There may have been a connection timeout. Check the network connection and try again.

  • An exception occurred when applying the configuration to device.

    • Check the network connection.

    • Check the configuration template.

  • Connection is closed by a foreign host.

    • Check the connection to device and try again.

  • Failed to open a connection to a device.

    • Make sure the username or password are correct. Check your user configuration.

  • AP Country Code conflict. Check and update the APs Country Code, if necessary.

  • AP License Conflict.

    • If there are no licenses available for a registered AP, you must free up licenses by deleting an AP or purchase additional licenses before you can manage the AP.

  • AP Registration Information is Incorrect (e.g., IP Address, SysOid).

    • Verify and update the information, if necessary.

Certificate Previously Issued

  • A certificate was previously provided to this network device but it has contacted OmniVista Cirrus R10 without it. Remove device and add again to Device Catalog; then, wait for 30 minutes or restart the activation process on the device. If the problem persists, contact Customer Support.

Failed to Get Certificate

  • Device has contacted the OmniVista Cirrus R10 Server and the server attempted to create a certificate to achieve a more secure communication but the attempt has failed. Wait for 30 minutes. The network device will automatically contact OmniVista Cirrus R10 again. If resolved, the activation process will continue. If the problem persists, contact Customer Support.

Upgrade Failed

  • Device software version upgrade has failed. OmniVista Cirrus R10 will attempt to fix this internally; however, if the problem requires action outside of OmniVista Cirrus R10, the default admin of the OmniVista Cirrus Account will be contacted. If the problem persists for more than 24 hours, contact Customer Support.

Factory Reset Required

AP successfully registers with OmniVista Cirrus, but the Provisioning Configuration failed

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An incorrect configuration can cause the Activation Status field for the AP to indicate “Provisioning Failed”:

  • Country Code Conflict.

    • Wireless regulations vary by country, so APs are configured and shipped based on the country's regulations. The Country Code configured for the RF Profile used to manage these APs must match the country code for the APs it is managing. If they do not match, the APs will remain in an unmanageable state until the problem is resolved.

    • The AP Country Code conflicts with the Country Code in the RF Profile.

    • Steps to check the Country Code on AP:

      • Navigate to the Device Catalog List.

      • Select the AP on the Device Catalog List, then click on Actions and choose SSH from the drop-down menu.

      • Input the username and password of AP and click on Start Session.

      • In the AP session, run the command: showsysinfo to check Country Code.

    • Steps to check the Country Code in the OmniVista Cirrus UI:

      • Navigate to the Device Catalog List.

      • Select the AP on the Device Catalog List, then click on the Additional Information icon to check which RF Profile the AP is using.

      • If AP is using a specific RF Profile, navigate to the RF Profiles List, select RF Profile name, and check the Country Code on the details page.

      • If AP is using RF Profile of AP Group, navigate to the Access Point Groups List to which AP belongs, check the provisioning name, then navigate to the Provisioning Configuration List to check RF name for the Provisioning Configuration.

  • Auto Group VLAN enabled and OmniVista Cirrus does not find the VLAN that matches the AP.

  • RAP feature is enabled and AP Group does not have enough IP addresses from the IP Range in the Data VPN Server to allocate for the AP.

  • Some related logs in AP to troubleshoot:

    • /tmp/log/wmaagent.log
      Check some content in the log related to registration flow as below:
      “Main Send to WMA msgtype=registration,message=...”
      “Main Receive from WMA msgtype=registration ,message=…”
      “Main Receive from WMA msgtype=preconfig ,message=…”
      “Main Send to WMA msgtype=preconfig,message=…”

  • Logs in OmniVista Cirrus to check:

When attempting to register a Full Management AP by serial number, the error message “A device with this Serial Number is already declared as part of another Organization” displays.

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Provide the Alcatel-Lucent Enterprise Technical Support team with the serial number and URL so they can verify their configuration in the cluster and do any clean up as necessary.

AP successfully registers with OmniVista Cirrus, but the AP cannot broadcast SSIDs

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If the registered AP is unable to broadcast SSIDs:

Check to see if the SSID was successfully pushed to the AP.

  1. Navigate to the Device Catalog List (Configure > Inventory > Device Catalog).

  2. Select the AP on the Device Catalog List, then click on Actions and choose the SSH item from the drop-down menu.

  3. Input the username and password of the selected AP and click on Start Session.

  4. Run this command: cd /tmp/local_config

  5. Run this command: cat wlanservice.conf to check the SSID

The SSID is configured as 6Ghz but some countries do not support 6Ghz. To check the SSID band:

  1. Navigate to the SSIDs List (Configure > WireLess > SSIDs)

  2. Select the SSID that you want to check, then click on Edit icon to open the Customize SSID screen.

  3. Check the bands selected for the Allow Band attribute in the Basic Information section.

Some related AP logs and commands to troubleshoot:

  • /tmp/log/wmaagent.log

  • /tmp/log/wma.log

  • sta_list

Logs in OmniVista Cirrus to check:

  • Organization user audit logs (Organization > Users > Audit Logs)

  • Network device alerts (Monitor > Alerts)

  • Network events (Monitor > Diagnostic Tools > Network Events > Events)

The SSID is applied to AP from OmniVista Cirrus UI but the AP does not broadcast the SSID

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If the registered AP is unable to broadcast SSIDs:

Check to see if the SSID was successfully pushed to the AP.

  1. Navigate to the Device Catalog List (Configure > Inventory > Device Catalog).

  2. Select the AP on the Device Catalog List, then click on Actions and choose the SSH item from the drop-down menu.

  3. Input the username and password of the selected AP and click on Start Session.

  4. Run this command: cd /tmp/local_config

  5. Run this command: cat wlanservice.conf to check the SSID

The SSID is configured as 6Ghz but some countries do not support 6Ghz. To check the SSID band:

  1. Navigate to the SSIDs List (Configure > WireLess > SSIDs)

  2. Select the SSID that you want to check, then click on Edit icon to open the Customize SSID screen.

  3. Check the bands selected for the Allow Band attribute in the Basic Information section.

Some related AP logs and commands to troubleshoot:

  • /tmp/log/wmaagent.log

  • /tmp/log/wma.log

  • sta_list

Logs in OmniVista Cirrus to check:

  • Organization user audit logs (Organization > Users > Audit Logs)

  • Network device alerts (Monitor > Alerts)

  • Network events (Monitor > Diagnostic Tools > Network Events > Events)

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