A Cloud AC or AP Fails to Go Online

Symptom

A cloud AC or AP fails to go online.

Possible Causes

• The device is not working in cloud mode.
• The device has not registered with the cloud management platform correctly.
• The onboarding configuration on the device is incorrect.
• The network between the device and cloud management platform fails.

Troubleshooting Procedure

1. Check basic configurations.
   1. Check whether the device is running in cloud mode.

      After you log in to the device, a message is displayed, indicating the running mode of the device. If the working mode is not cloud, switch the device to the cloud mode.

   2. Run the display cloud-mng info command to check information about the cloud management platform (CloudCampus@AC-Campus) on the device.

      <Huawei> display cloud-mng info
      ------------------------------------------------------------
                                                                                                             
      AP status                :  Online
      Controller URL           :  -
      Controller IP address    :  10.1.1.1
      Controller port          :  10020
      Controller address source:  configuration
      
      ------------------------------------------------------------

   3. Run the display cloud-mng register-center status command to check the registration center information. (This command is supported in V200R008 and later versions.)

      <Huawei> display cloud-mng register-center status
      ------------------------------------------------------------------
      
      Register center URL : register.naas.huawei.com
      Register center IP  : -
      Register center port: 10020
      Current status      : sleeping
      
      ------------------------------------------------------------------

   If the registration center information is incorrect, perform the following steps to configure the information again:

   To enable a cloud AP or AC to go online on CloudCampus@AC-Campus, obtain the IP address or URL of CloudCampus@AC-Campus in one of the following ways:

   • Through DHCP

     When a cloud AP or AC sends a DHCP request to obtain the IP address of CloudCampus@AC-Campus, in the Option 148 field in the DHCP reply packet returned by the DHCP server carries the IP address or URL of CloudCampus@AC-Campus. The AP or AC then sends a request message to register with CloudCampus@AC-Campus.

   • Through command lines

     <Huawei> system-view 
     [Huawei] cloud-mng controller ip-address 10.1.1.1 port 10020

   • Through the registration center (supported in V200R008 and later versions)

     If the cloud AP or AC cannot obtain the IP address or URL of CloudCampus@AC-Campus through DHCP or command lines, it sends a request message to the registration center to obtain the IP address or URL of CloudCampus@AC-Campus. In this situation, the device does not need to be unconfigured and can have input on the console port.

     The URL (device-naas.huawei.com) and port number (10020) of CloudCampus@AC-Campus are preset on the WLAN devices that support cloud-based management in V200R007. After these devices are upgraded to the latest version, the preset URL and port number of CloudCampus@AC-Campus are generated and can be used by for registration and authentication. To obtain the URL and port number of CloudCampus@AC-Campus through the registration center, run the undo cloud-mng controller command to delete the preset URL and port number of CloudCampus@AC-Campus.

   The device directly registers with CloudCampus@AC-Campus using the IP address of CloudCampus@AC-Campus or using the IP address parsed from the URL of CloudCampus@AC-Campus. If both the IP address and URL of CloudCampus@AC-Campus are configured using commands, the latest configuration takes effect.

   For details, see Cloud-based Management Configuration and Cloud-based Management Configuration of AC.

2. Check the network connectivity between the device and cloud management platform.
   1. Check whether Ethernet0/0/47 on the device is Up and has a correct IP address configured.

      #
      interface Ethernet0/0/47
       ip address 169.254.3.1 255.255.255.0
      #

   2. Check whether the bidirectional ping operations are successful.

      <AP> ping -c 1000 10.1.1.1
      PING 10.1.1.1: 56  data bytes, press CTRL_C to break
      Reply from 10.1.1.1: bytes=56 Sequence=1 ttl=128 time=3 ms
      Reply from 10.1.1.1: bytes=56 Sequence=2 ttl=128 time=1 ms
      Reply from 10.1.1.1: bytes=56 Sequence=3 ttl=128 time=1 ms
      Reply from 10.1.1.1: bytes=56 Sequence=4 ttl=128 time=1 ms
      Reply from 10.1.1.1: bytes=56 Sequence=5 ttl=128 time=1 ms
      
      --- 10.1.1.1 ping statistics ---
      5 packet(s) transmitted
      5 packet(s) received
      0.00% packet loss
      round-trip min/avg/max = 1/1/3 ms

   3. Ping a packet with a specified size in both directions and check whether the ping operations are successful.

      <AP> ping -s 1500 10.1.1.1
      PING 10.1.1.1: 1500  data bytes, press CTRL_C to break
      Reply from 10.1.1.1: bytes=1500 Sequence=1 ttl=128 time=3 ms
      Reply from 10.1.1.1: bytes=1500 Sequence=2 ttl=128 time=1 ms
      Reply from 10.1.1.1: bytes=1500 Sequence=3 ttl=128 time=1 ms
      Reply from 10.1.1.1: bytes=1500 Sequence=4 ttl=128 time=1 ms
      Reply from 10.1.1.1: bytes=1500 Sequence=5 ttl=128 time=1 ms
      
      --- 10.1.1.1 ping statistics ---
      5 packet(s) transmitted
      5 packet(s) received
      0.00% packet loss
      round-trip min/avg/max = 1/1/3 ms

   If the ping operation in any direction fails, check the network between the device and cloud management platform. Ensure that they can communicate with each other.

3. Run the display cloud-mng online-fail-record command in the diagnostic view to check the going-online failure cause and rectify the fault accordingly.

   Failure Cause	Troubleshooting Method
   AP can't obtain address	Check the DHCP server configuration and ensure that the device can obtain an IP address.
   DNS failed	Check the DNS server configuration and ensure that the device can correctly resolve the IP address of the cloud management platform.
   Register Fail: Internal error, the controller is not already	Contact the system administrator of the cloud management platform to check whether the cloud management platform is running properly.
   Register Fail: License is not authorized or expired	The license is not authorized or has expired. Ensure that the license resources on the cloud management platform are sufficient.
   Register Fail: The device is not added to the controller	Add the device ESN to the cloud management platform.
   Register Fail: The cloud APs cannot add to AC site	Add the device to a site of the AP type.
   Register Fail: The ESN is not in allow rule	Contact the system administrator of the cloud management platform to check the configuration and add the device ESN to the device whitelist.
   Connect to controller failed	Check the network connectivity and port to ensure that the device can access port 10020 of the cloud management platform.
   Connect to confd failed Could not load host key Register Fail: Get the device's information timeout or the device returns fail Register Fail: Illegal device's information format Register Fail: Distribution controller node failure Register Fail: The device unreports device models Register Fail: The device model do not match with esn Register Fail: The device unreports MAC Register Fail: Unsupport fail reason	Collect related information and contact technical support personnel.

4. Rectify the fault by referring to the troubleshooting procedure of the cloud management platform.

   For details, see A Device Fails to Go Online (Device Unregistered).

5. Collect information.
   1. Collect debugging information.

      <Huawei> terminal debugging
      <Huawei> terminal monitor
      <Huawei> debugging syslog
      [Huawei-diagnose] terminal diag-logging

      After running the preceding commands, wait for 10 minutes and save the information in the command output.

   2. Collect device and log information.
      • Device information

        Information Type	Command View	Command
        Version information	Diagnostic view	vrbd
        Patch information	All views	display patch-information
        Startup information	All views	display startup
        Configuration information	All views	display current-configuration
        File system information	All views	dir flash:/

      • Log files

        Export all log files (in the .dblg, .log, .dblg.zip, or .log.zip format) that record the fault occurrence time in the flash:/logfile directory using FTP or through the web platform.