Device Issues

The following section provides details on the typical issues that you might face with devices provisioned and managed in the Aruba Central network and the steps to help troubleshoot these issues.

APs are not seen in the Aruba Central Network

Aruba Central validates device connectivity by the network Web socket connection that the device maintains with Aruba Central. If there is no communication of state information from the device for more than 5 minutes, Aruba Central marks the device as offline and the device is not configurable. You must also add device subscription licenses to enable the AP to appear in the Aruba Central network.

If the AP moves to a new network and the new connected Virtual Controller is not licensed, the AP is not shown in the network. For an AP to show up in Aruba Central, you must make sure that the MAC Media Access Control. A MAC address is a unique identifier assigned to network interfaces for communications on a network. address and the serial number of the AP is added in the device inventory and also the AP is licensed in the inventory. Even after adding the device inventory, if the AP is not showing up in Aruba Central you must verify if the following ports and URLs Uniform Resource Locator. URL is a global address used for locating web resources on the Internet. are allowed by the firewall Firewall is a network security system used for preventing unauthorized access to or from a private network. at the customer's site:

For more information on the domain names used by Aruba Central application and devices, see Opening Firewall Ports for Device Communication.

If all the ports and URLs are allowed by the firewall and you are still unable to see the AP in Aruba Central, raise a ticket with the Aruba Technical Support.

Devices are Offline in the Aruba Central Network

If there is a network outage or the device looses a web socket connection to Aruba Central at the customer site, the device goes offline and is unable to communicate with Aruba Central. Apart from network issues, there are a few physical issues that could also cause the device to go offline.

The Switch Details page will display PoE alerts and the status of the port that is connected to the AP.

To solve these physical issues of a device, you must issue a direct Return Merchandise Authorization (RMA Return Merchandise Authorization. RMA is a part of the product returning process that authorizes users to return a product to the manufacturer or distributor for a refund, replacement, or repair. The customers who want to return a product within its Warranty period contact the manufacturer to initiate the product returning process. The manufacturer or the seller generates an authorization number for the RMA, which is used by the customers, when returning a product to the warehouse.).

Under Standard Warranty or Limited Lifetime Warranty (LLW) hardware RMAs are handled through best effort. Out of warranty and/or expired contract hardware requires Service Renewal prior to an RMA. TAC Technical Assistance Center. only handles defective RMAs under proper entitlement.

Cabling Issues in Switch

The Cable Test enables testing of the electrical connections in the switch cable. It checks whether the cabling is conformed to the cabling plans and is of expected quality. It is useful for production and maintenance.

To use the Cable Test feature, make sure that your switch is running the following software versions:

  • AOS-CX switches: 10.11.1000 and later versions
  • AOS-S switches: 16.05.000 and later versions

Cable Test

To perform a Cable Test on a switch, complete the following steps:

  1. In the Aruba Central app, select one of the following options:
    • To select a group, label, site, or all devices in the filter, set the filter to one of the options under Groups, Labels, or Sites. For all devices, set the filter to Global.

      The dashboard context for the selected filter is displayed.

    • To select a switch in the filter:
      1. Set the filter to Global.
      2. Under Manage, click Devices > Switches.

        A list of switches is displayed in the List view.

      3. Click a switch listed under Device Name for which you want to perform the cable test.

        The dashboard context for the switch is displayed.

  2. Under Analyze > Tools, click Device Check.
  3. By default, the Device Type displays switch and the Sources drop-down list displays the selected switch..
  4. From the Test drop-down list, select Cable Test.
  5. From the Port drop-down list, enter a port number.
  6. Click Run. The output is displayed in the Cable Test Results section.
  • By default, the Device Type is set to Switch if a switch is configured in the data path, else a warning is displayed.
  • The action will cause a loss of link on all tested ports and will take several seconds per port to complete.
  • Enter port numbers and/or port ranges separated by commas. For stacking switch, enter member id/port number.

Figure 1  Cable Test-Device Output

Reboot an IoT Sensor

Users can reboot an IoT Internet of Things. IoT refers to the internetworking of devices that are embedded with electronics, software, sensors, and network connectivity features allowing data exchange over the Internet. sensor to troubleshoot and conduct event log analysis, renegotiate LLDP Link Layer Discovery Protocol. LLDP is a vendor-neutral link layer protocol in the Internet Protocol suite used by network devices for advertising their identity, capabilities, and neighbors on an IEEE 802 local area network, which is principally a wired Ethernet. power supplied, apply new role configuration, or for enhanced serviceability.

The PoE Bounce test reboots an IoT sensor port interface and forces a client to re-initiate a DHCP Dynamic Host Configuration Protocol. A network protocol that enables a server to automatically assign an IP address to an IP-enabled device from a defined range of numbers configured for a given network.  request.

PoE Bounce is supported only from ArubaOS Switch version 16.04.000 or later.

PoE Bounce

To perform a PoE Bounce test on a switch, complete the following steps:

  1. In the Aruba Central app, select one of the following options:
    • To select a group, label, site, or all devices in the filter, set the filter to one of the options under Groups, Labels, or Sites. For all devices, set the filter to Global.

      The dashboard context for the selected filter is displayed.

    • To select a switch in the filter:
      1. Set the filter to Global.
      2. Under Manage, click Devices > Switches.

        A list of switches is displayed in the List view.

      3. Click a switch listed under Device Name for which you want to perform the PoE bounce test.

        The dashboard context for the switch is displayed.

  2. Under Analyze > Tools, click Device Check.
  3. From the Sources drop-down list, select a source.
  4. From the Test drop-down list, select PoE Bounce.
  5. From the Port drop-down list, enter a port number.
  6. Click Run. The output is displayed in the Device Output section.
  • By default, the Device Type is set to Switch if a switch is configured in the data path, else a warning is displayed.
  • Multiple device selections is not allowed at this level.
  • Devices which are already running commands shall not execute newly added commands.

Figure 2  PoE Bounce Test-Device Output

Device Troubleshooting with Remote Console

Aruba Central allows you to open a remote console for a CLI session through SSH Secure Shell. SSH is a network protocol that provides secure access to a remote device. for a gateway, switch, and access point to troubleshoot device issues. Users with admin roles can access the device directly from the console to debug any device issues.

You can view the already recorded sessions or can create a new session to start troubleshooting your device.

When you create a new session Aruba Central records and saves it for future analysis. For more information about creating a session, see Creating Console Session

Viewing Recorded Console Sessions

Aruba Central records an ongoing troubleshooting session and saves it for future analysis. You can view and download the session recordings and replay it anytime to diagnose any devise issues in the network.

To view the recorded sessions, complete the following steps:

  1. In the Aruba Central app, select one of the following options:
    • To select a group, label, site, or all devices in the filter, set the filter to one of the options under Groups, Labels, or Sites. For all devices, set the filter to Global.

      The dashboard context for the selected filter is displayed.

    • To select a device in the filter:
      1. Set the filter to Global.
      2. Under Manage, click Devices, and then click Access Points, Switches, or Gateways.

        A list of devices is displayed in the List view.

      3. Click a device listed under Device Name.

        The dashboard context for the device is displayed.

  2. Under Analyze > Tools, click the Console tab.

    The Remote Console Session page is displayed and by default, the New Session tab is selected.

  3. Click the Saved Sessions tab.
  4. From the Device Type drop-down list, select the device type.
  5. Select the device and click View Recorded Session.

    The Remote Console terminal appears and starts playing the most recent recorded session.

You can perform the following tasks from the Remote Console section:

  • Click to open the Device pane to see the list of devices that have active sessions.
  • Click the device drop-down list at the right corner to select the session that you want to play. You can also delete a session by clicking the delete icon available next to each session name.
  • Click the maximize icon to maximize the remote console pane.
  • Click the download icon to download a recorded session and replay for offline analysis.

Historical Events & Event Categorization

The Alerts and Events dashboard displays a list of alerts and events generated for events pertaining to device pre-provisioning and configuration. You can view events generated by AOS-S and AOS-CX switches, gateways, and access points. Aruba Central also allows you to troubleshoot issues related to a wireless client connected to an access point or a wired client connected to a switch or gateway. You can troubleshoot a specific device from the Events page by clicking the Device Hostname or the Device MAC and navigating to the device details page. Similarly, you can also troubleshoot a client issue on the client details page, by clicking the Client MAC from the Events page. On the device/ client details page, you can select Tools option to start troubleshooting the issue.

To display events that occurred in the past, use the Time Range Filter () option. You can select one of the following: 3 Hours, 1 Week, 1 Day, or 1 Month. To be more specific the Events table also provides a sort option where you can filter events specific to date and time.

To filter events by type you can use the Advanced Filtering option. You can also search events using the AI Artificial intelligence (AI) is the simulation of human intelligence processes by machines, especially computer systems. AI reduces trouble tickets by identifying the network entity that is facing problems through event correlation and root cause analysis. search capability that the Description column provides. For example, if you want to search and troubleshoot events related to "Captive Portal A captive portal is a web page that allows the users to authenticate and sign in before connecting to a public-access network. Captive portals are typically used by business centers, airports, hotel lobbies, coffee shops, and other venues that offer free Wi-Fi hotspots for the guest users." failure, you can either filter it out using the advanced filtering option or, you can type "Captive Portal" in the description column header of the Events table and all the events related to captive portal failures are displayed.

The Alerts & Events page is not visible to users who do not have edit and view permission to the Alerts & Events page.

Events in List View

To view a summary of events, complete the following procedure:

  1. In the Aruba Central app, select one of the following options:
    • To select a group, label, site, or all devices in the filter, set the filter to one of the options under Groups, Labels, or Sites. For all devices, set the filter to Global.

      The dashboard context for the selected filter is displayed.

    • To select a device in the filter:
      1. Set the filter to Global.
      2. Under Manage, click Devices, and then click Access Points, Switches, or Gateways.

        A list of devices is displayed in the List view.

      3. Click a device listed under Device Name.

        The dashboard context for the device is displayed.

  2. Under Analyze, click Alerts & Events.

    By default, the Alerts & Events page displays the alert and events in the List view.

    The Alerts & Events dashboard offers a list view, summary view, and a configuration view.

    Configuration view is only available at the Global context.

  3. In the Alerts & Events summary bar, click Events.

    By default, the List view is selected and a consolidated list of events is displayed in the events table.

  4. To view the graphs displaying alerts and events, click the Summary icon.

Events in Summary View

The graphs in the Summary view displays the summary of all events that occurred over a period of time. The events are displayed by type under which the maximum events are generated. Hover your mouse over the bar graphs to see the total count of events generated under each category.

The event graphs are displayed for the time range selected. Select the time range from the Time Range Filter () to filter alerts and events and display historical events that occurred in the past which can be used to troubleshoot an issue for which the event was generated.

Advanced Event Filtering

Aruba Central allows you to filter the events based on the event types. To filter events based on types, complete the following steps:

  1. In the Events page, click Click here for advanced filtering to filter the events based on event types.
  2. Select the event type and click Filter.

    You can select multiple event types from the advanced filtering option.

  3. The events table displays the list of events generated in each event type.

    The filter summary bar displays the total number of events in the selected category and the type(s) of events.

  4. Optionally, to clear advanced filtering option, from the events summary bar, click Clear All.

    The advanced filtering gets cleared.

The following table describes the information displayed in each column of the Events table:

Table 1: Events Pane

Data Pane Content

Description

Occurred On

Displays the timestamp of the event. Use the sort option to sort the events by date and time. Use the filter option to select a specific time range to display the events.

Device Type

Displays the type of the device, Access Point, Gateway, Switch, and Client. Use the filter option to filter events by device types.

Device Hostname

Displays the host name of the device where the event is generated. Use the filter option to filter events by hostname.

Device MAC

Displays the MAC address of the device. Use the filter option to filter events by device MAC.

Client MAC

Displays the MAC address of the client. Use the filter option to filter events by client MAC.

BSSID

Displays the BSSID Basic Service Set Identifier. The BSSID identifies a particular BSS within an area. In infrastructure BSS networks, the BSSID is the MAC address of the AP. In independent BSS or ad hoc networks, the BSSID is generated randomly. of the device. Use the filter option to filter events by BSSID.

Event Type

Displays the type of the event.

Label

Displays the label name of the event. Use the filter option to filter events by label.

Site

Displays the site name of the event. Use the filter option to filter events by site.

Group

Displays the group name of the event. Use the filter option to filter events by group.

Description

Displays the description of the event. Use the column filter to perform a free search and filter an event based on the description. You can type a search phrase including client MAC, reason code, or BSSID and filter the events.

Collected Data

Displays the collected data for a specific event to perform any troubleshooting diagnosis. Use the filter to select the data type CLI Logs, Dynamic PCAP, or Crash Logs

To customize the Alerts & Events table, click the ellipses icon to select the required columns, or click Reset to default to set the table to the default columns.

Aruba Central allows you to download the global list of events to your local browser. Click to download the list of events as a .csv file.

Onboarding & Post Connectivity Metrics Event

The Alerts and Events dashboard displays a list of alerts and events generated for events pertaining to device pre-provisioning and configuration. You can view events generated by AOS-S and AOS-CX switches, gateways, and access points. Aruba Central also allows you to troubleshoot issues related to a wireless client connected to an access point or a wired client connected to a switch or gateway.

To display events that occurred in the past, use the Time Range Filter () option. You can select one of the following: 3 Hours, 1 Week, 1 Day, or 1 Month. To be more specific the Events table also provides a sort option where you can filter events specific to date and time.

The Alerts & Events page is not visible to users who do not have edit and view permission to the Alerts & Events page.

There are various types of supported events available in Aruba Central, and one of the events is about onboarding clients that generate in three scenarios:

  • Client successfully onboarded the device
  • Client failed to onboard to the device
  • Client time out to onboard the device

    Client onboarding failure and client onboarding timeout is listed in a single event, as onboarding failure with reason_str as a differentiator between the two.

To filter events by type you can use the Advanced Filtering option. You can also search events using the AI search capability that the Description column provides. If you want to search and troubleshoot events related to "Onboarding Client Failure", you can either filter it out using the advanced filtering option or, you can type "Onboarding Client Failure" in the description column header of the Events table and all the events related to onboarding failure are displayed.

Onboarding events are only subscribed for APs running on firmware version 8.11 and above.

Following are the onboarding events that get generated depending on the success or failure phases:

Table 2: Onboarding Client Events

Event

Description

Client Onboarding Success

Onboarding success for client [Client MAC and time taken for Onboarding success is Onboarding Success Time ms.

Client Onboarding Failure - Deauthentication/Disassociation

Onboarding failed for client [Client MAC in Deauthentication/Disassociation phase to BSSID BSSID on channel [Channel] of AP hostname [Device Hostname].

Client Onboarding Failure - Authentication/Association

Onboarding failed for client [Client MAC in Authentication/Association phase to BSSID [BSSID] on channel [Channel] of AP hostname [Device Hostname].

Client Onboarding Failure - MAC Authentication

Onboarding failed for client [Client MAC] in MAC Authentication phase to BSSID [BSSID] on channel [Channel] of AP hostname [Device Hostname].

Client Onboarding Failure - Dot1x Authentication

Onboarding failed for client [Client MAC] in Dot1x Authentication phase to BSSID [BSSID] on channel [Channel] of AP hostname [Device Hostname].

Client Onboarding Failure - Key Exchange

Onboarding failed for client [Client MAC] in Key Exchange phase to BSSID [BSSID] on channel [Channel] of AP hostname [Device Hostname].

Client Onboarding Failure - L3 Failure

Onboarding failed for client [Client MAC] in L3 phase to BSSID [BSSID] on channel [Channel] of AP hostname [Device Hostname].

Client Onboarding Failure - L3 Timeout

Onboarding failed for client [Client MAC] in L3 phase timeout to BSSID [BSSID] on channel [Channel] of AP hostname [Device Hostname].

Client Onboarding Failure - Captive Portal Authentication

Onboarding failed for client [Client MAC] in Captive Portal Authentication phase to BSSID [BSSID] on channel [Channel] of AP hostname [Device Hostname].

You can view the details of the events in the metadata provided in the UI and use the details to troubleshoot any onboarding event failure. The reason of the failure is also mentioned in the metadata, or you can also hover over the event description and view the reason.

Viewing the Events table

To view a summary of events, complete the following procedure:

  1. In the Aruba Central app, select one of the following options:
    • To select a group, label, site, or all devices in the filter, set the filter to one of the options under Groups, Labels, or Sites. For all devices, set the filter to Global.

      The dashboard context for the selected filter is displayed.

    • To select a device in the filter:
      1. Set the filter to Global.
      2. Under Manage, click Devices, and then click Access Points, Switches, or Gateways.

        A list of devices is displayed in the List view.

      3. Click a device listed under Device Name.

        The dashboard context for the device is displayed.

  2. Under Analyze, click Alerts & Events.

    By default, the Alerts & Events page displays the alert and events in the List view.

    The Alerts & Events dashboard offers a list view, summary view, and a configuration view.

    Configuration view is only available at the Global context.

  3. In the Alerts & Events summary bar, click Events.

    By default, the List view is selected and a consolidated list of events is displayed in the events table.

  4. To view the graphs displaying alerts and events, click the Summary icon.

Advanced Event Filtering

To filter events based on types, complete the following steps:

  1. In the Events page, click Click here for advanced filtering to filter the events based on event types.
  2. Select the event type and click Filter.

    You can select multiple event types from the advanced filtering option.

  3. The events table displays the list of events generated in each event type.

    The filter summary bar displays the total number of events in the selected category and the type(s) of events.

  4. Optionally, to clear advanced filtering option, from the events summary bar, click Clear All.

    The advanced filtering gets cleared.

To customize the Alerts & Events table, click the ellipses icon to select the required columns, or click Reset to default to set the table to the default columns.

Aruba Central allows you to download the global list of events to your local browser. Click to download the list of events as a .csv file.

WAN and LAN Widgets in the Microbranch Solutions

The WAN Wide Area Network. WAN is a telecommunications network or computer network that extends over a large geographical distance. and the LAN Local Area Network. A LAN is a network of connected devices within a distinct geographic area such as an office or a commercial establishment and share a common communications line or wireless link to a server. widgets in Microbranch solutions enables you to view and monitor WAN and LAN interfaces, the tunnels configured, and the path steering data for all the IDPS Intrusion Detection and Prevention System (IDPS) monitors, detects, and prevents threats in the inbound and outbound traffic. Aruba IDPS provides an extra layer of protection that actively analyzes the network and takes actions on the traffic flows based on the defined rules. It inspects data packets, and if any threat is identified, acts real-time to prevent it. policies configured. Any issues that occur in these areas can be diagnosed and you can troubleshoot the issue with the help of the data obtained under these widgets.

Viewing the WAN > Summary tab

The Summary tab under Manage > WAN page in the gateway dashboard displays the port status, WAN interfaces, and Go Live options.

To navigate to the WAN > Summary tab in the gateway dashboard, complete the following steps:

  1. In the Aruba Central app, set the filter to one of the options under Groups, Labels, or Sites. Ensure that the filter selection contains at least one gateway. For all devices, set the filter to Global.

    The dashboard context for the selected filter is displayed.

  2. Under Manage > Devices, click the Gateways tab.

    A list of gateways is displayed in List view.

  3. Click a gateway under Device Name.

    The dashboard context for the specific gateway is displayed.

  4. Under Manage, click WAN > Summary.

    To exit the gateway dashboard, click the back arrow on the filter.

    You can change the time range for the Summary tab by clicking the time range filter and selecting one of the available options: 3 hours, 1 day, 1 week, 1 month, and 3 months.

WAN Interfaces

Lists the WAN interfaces and provides the total number of WAN interfaces. Displays the summary of WAN uplinks. The following details are displayed for the port:

Click the settings icon to reset or set the default columns that are displayed.

In the WAN Interfaces table, click a port number to display the Packets and Errors details.

The following video illustrates how to view the WAN Interfaces Packets and Errors.

  • The following graphs are displayed under the Packets tab:
    • Unicast—The number of unicast packets per second.
    • Multicast—The number of multicast packets per second.
    • Broadcast—The number of broadcast packets per second.
  • The following graphs are displayed under the Errors tab:
    • CRC Errors—The number of cyclic redundancy errors logged.
    • Error Frames—The number of error frames logged.
    • Collisions—The number of collisions encountered.
  • Additional Parameters—In the WAN Interfaces table, hover on the WAN interface name to view the additional parameter for the WAN interface.

    Figure 3  Additional Parameters

    The following additional parameters are displayed for the WAN interface:

    • Uptime—Uptime of the uplink (DD-HH-MM).
    • Default Gateway—Default gateway.
    • Speed/Duplex—Port speed.
    • Type—Service provider uplink type (Physical / Virtual).
    • Private IP—Private IP address.
    • WAN Backup—Backup of WAN interface (Enabled or Disabled).

Expand the WAN Interface name to see the following details.

The following video illustrates how to view the WAN Interfaces available.

Live Monitoring for Device State is enabled for Status Header Tile, Port Status and WAN Interfaces.

Figure 4  WAN_Live Monitoring

Viewing the LAN > Summary Tab

The Summary tab under Manage > LAN page in the gateway dashboard displays the port status, LAN interfaces summary, and VLAN interfaces summary.

To navigate to the LAN > Summary tab in the gateway dashboard, complete the following steps:

  1. In the Aruba Central app, set the filter to one of the options under Groups, Labels, or Sites. Ensure that the filter selection contains at least one gateway. For all devices, set the filter to Global.

    The dashboard context for the selected filter is displayed.

  2. Under Manage > Devices, click the Gateways tab.

    A list of gateways is displayed in List view.

  3. Click a gateway under Device Name.

    The dashboard context for the specific gateway is displayed.

  4. Under Manage, click LAN > Summary.

    To exit the gateway dashboard, click the back arrow on the filter.

    You can change the time range for the Summary tab by clicking the time range filter and selecting one of the available options: 3 hours, 1 day, 1 week, 1 month, and 3 months.

LAN Interfaces Summary

The table displays the summary of LAN interfaces and total number of LAN interfaces. The following details are displayed for the port:

  • Port—Port number. Click on the Port to open the Port Details pop-up page.
  • Admin State—Administrative state of the LAN interface. Values are Enabled or Disabled.
  • Operational State—Operational state of the LAN interface. Values are Up or Down.
  • Port Speed—Port speed.
  • VLANs—Range of VLANs.
  • MTU—MTU value.

Port Details Pop-Up page

Click on a port in the Port Status or LAN Interfaces Summary page to display the Port Details pop-up page. The page has two tabs, Packets and Errors.

  • The following graphs are displayed under the Port Details > Packets tab:
    • Unicast—The number of unicast packets per second.
    • Multicast—The number of multicast packets per second.
    • Broadcast—The number of broadcast packets per second.

    Hover over any point of time on the x-axis to get data about packets for that instant of time.

    Figure 5  Port Details—Packets

  • The following graphs are displayed under the Port Details > Errors tab:
    • CRC Errors—The number of cyclic redundancy errors logged.
    • Error Frames—The number of error frames logged.
    • Collisions—The number of collisions encountered.

Hover over any point of time on the x-axis to get data about packets for that instant of time.

Figure 6  Port Details—Errors