AP Firmware - unable to reset the download path to "official"

USG_UserUSG_User Member Posts: 77  Ally Member
edited December 30, 2019 3:53PM in Discussions

We've got some problems with regular reboots of our Zyxel AP WAC6103D-I. That's why Zyxel provided us with an interim firmware (v5.40(ABIM.2)) which works so far. For the download we had to change the download path for the capwap firmware.

Now we've updated our USG110 to 4.35 (AAPH.2) and would like to change the download path to Zyxel Cloud Server back to official. Ths has been done by CLI commands:

Router# configure terminal

Router(config)# capwap firmware-update source official

After that we've made a manual firmware check (Button "Check"). The "Last Check Success:" shows "success, 2019-12-30 08:34:24, means the connection to official server should work. But the USG Configuration (Wireless>AP Management>Firmware) is still showing: "Device can't connect to cloud server" at the line WAC6103D-I

How could I fix it?


Accepted Solution

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  • Zyxel_JoslynZyxel_Joslyn Zyxel Official Agent Posts: 134  mod

    Hi @USG_User

    Could you help to collect below information on USG110 for us?

    Router# nslookup zapimg.cloud.zyxel.com

    Router# _debug capwap show inter-ap-fw-table

    Router# _debug capwap show cloud downloading table

    We want to realize if your USG can can reach the cloud server successfully.

    Moreover, is there any system logs when the error message showed up?

    Thanks.

    Joslyn

  • USG_UserUSG_User Member Posts: 77  Ally Member

    Hi Joslyn,

    Please find the requested information as follows:

    Router# nslookup zapimg.cloud.zyxel.com

    Trying "zapimg.cloud.zyxel.com"

    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 34827

    ;; flags: qr rd ra; QUERY: 1, ANSWER: 1, AUTHORITY: 4, ADDITIONAL: 4


    ;; QUESTION SECTION:

    ;zapimg.cloud.zyxel.com.               IN     ANY


    ;; ANSWER SECTION:

    zapimg.cloud.zyxel.com. 172800 IN     CNAME  zapimg.cloud.zyxel.com.s3-website-us-east-1.amazonaws.com.


    ;; AUTHORITY SECTION:

    cloud.zyxel.com.       86400  IN     NS     ns2.p09.dynect.net.

    cloud.zyxel.com.       86400  IN     NS     ns3.p09.dynect.net.

    cloud.zyxel.com.       86400  IN     NS     ns4.p09.dynect.net.

    cloud.zyxel.com.       86400  IN     NS     ns1.p09.dynect.net.


    ;; ADDITIONAL SECTION:

    ns1.p09.dynect.net.    54998  IN     A      208.78.70.9

    ns2.p09.dynect.net.    54998  IN     A      204.13.250.9

    ns3.p09.dynect.net.    54998  IN     A      208.78.71.9

    ns4.p09.dynect.net.    54998  IN     A      204.13.251.9


    -----------------------------------------------------------------


    Router# _debug capwap show inter-ap-fw-table

    apFwSource: official

    fwCheckStatus: 1

    fwCheckTimestamp AP: 2019-12-30 08:50:08

    runtimeApFwVersion: 5.40(.2)

    downloadedApFwVersion: 5.40(.1)

    runtimeApImageInfo total number: 18

    runtimeApImage0:

     modelId: 1ae1

     fwName: wac6500

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage1:

     modelId: 1be1

     fwName: wac6500

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage2:

     modelId: 1ce1

     fwName: wac6500

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage3:

     modelId: 1de1

     fwName: wac6500

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage4:

     modelId: 42e1

     fwName: wac6500

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage5:

     modelId: 43e1

     fwName: nwa5123-ac-hd

     storage: /share/wtp_image

     status: finish

     process: 100.000000

     error log: -

    runtimeApImage6:

     modelId: 1b00

     fwName: nwa5kcn50

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage7:

     modelId: 9503

     fwName: nwa5kcn50

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage8:

     modelId: 9603

     fwName: nwa5kcn50

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage9:

     modelId: 9b03

     fwName: nwa5kcn50

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage10:

     modelId: 15e1

     fwName: nwa5301

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage11:

     modelId: 37e1

     fwName: wac5300

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage12:

     modelId: 25e1

     fwName: wac6100

     storage: -

     status: pending

     process: 0.000000

     error log: Device can't connect to cloud server.

    runtimeApImage13:

     modelId: 3ee1

     fwName: wac6300

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage14:

     modelId: 9d03

     fwName: nwa5120

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage15:

     modelId: 7e1

     fwName: nwa5120

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage16:

     modelId: 8e1

     fwName: nwa5120

     storage: -

     status: pending

     process: 0.000000

     error log: -

    runtimeApImage17:

     modelId: 26e1

     fwName: nwa5123-ac

     storage: /share/wtp_image

     status: finish

     process: 100.000000

     error log: -


    -------------------------------------------------------------------------

    Router# _debug capwap show cloud downloading table

    Pid     Type    Need Check     Storage            URL

    ======================================================================

    -------------------------------------------------------------------------

    The cloud downloading table as well as the AP systems log are empty.

    Cheers

    Joerg

  • Zyxel_JoslynZyxel_Joslyn Zyxel Official Agent Posts: 134  mod

    Hi @USG_User

    It seems some AP firmware downloading status is pending, only WAC6100 shows the error message. Could you collect one more information for us?

    Router> _debug capwap dbg-flag cloud enable

    Apply this CLI, then do the same action as "Check" the AP firmware, then "Apply" the AP firmware. After finishing, please disable the debug message.

    Router> _debug capwap dbg-flag cloud disable

    Please help to use this CLI to print the logs then provide it to me.

    Router> _debug show file /tmp/cw_dbg_log

    Thanks.

    Joslyn

  • USG_UserUSG_User Member Posts: 77  Ally Member

    Hi Joslyn,

    I've carried out the a.m. CLI commands. "Checking" the AP firmware brought no new FW, and "Applying" caused to a pop-up window "Runtime firmware and available firmware are the same version".


    Here the results from cw_dbg_log:


    Router# _debug show file /tmp/cw_dbg_log

    2019/12/27 10:48:41,capwap_mgnt_fw.c:776:

    Error opening mmct file : /db/wtp_image/cwinfo!!

    2019/12/27 10:48:41,capwap_mgnt_plugin.c:282:open failed!

    2019/12/27 10:48:41,capwap_srv.c:2141:@@@capwapSrvTask:Don't run main task until system is ready

    2019/12/27 10:48:57,capwap_srv.c:2499:Not RUN state(RunTimeInfo Type: 4). wtp state 0

    2019/12/27 11:49:48,capwap_mgnt_cloud.c:3517:Download error, return code 4, error massage Device can't connect to cloud server.

    2019/12/27 11:50:00,capwap_mgnt_cloud.c:3517:Download error, return code 4, error massage Device can't connect to cloud server.

    2019/12/27 11:50:00,capwap_mgnt_cloud.c:3599:AP firmware wac6100 download fail 2 times, exit!!

    2019/12/27 11:50:18,capwap_srv.c:1350:fwName = wac6100 download fail 2 times, accept to RUN state.

    2020/1/7 09:19:26,capwap_mgnt_cloud.c:3424:Receive EVENT_CAPWAP_GET_CLOUD_CHECK_STATUS

    2020/1/7 09:19:26,capwap_mgnt_cloud.c:3681:Receive EVENT_CAPWAP_GET_CLOUDFIRMWARE_AP_STATUS

    2020/1/7 09:19:26,capwap_mgnt_cloud.c:3424:Receive EVENT_CAPWAP_GET_CLOUD_CHECK_STATUS

    2020/1/7 09:19:26,capwap_mgnt_cloud.c:3414:Receive EVENT_CAPWAP_GET_CLOUD_AP_FW_STATUS

    2020/1/7 09:19:26,capwap_mgnt_cloud.c:3451:Receive EVENT_CAPWAP_GET_RELEASE_NOTE

    2020/1/7 09:19:26,capwap_mgnt_cloud.c:447:capwapCloudGetReleaseNoteUrl: Get cloud url is http://www.zyxel.com/solutions/AP-Controller-Technology-20140627-854642.shtml

    2020/1/7 09:19:30,capwap_mgnt_cloud.c:3348:Receive EVENT_CAPWAP_CLOUD_CHECK.

    2020/1/7 09:19:30,capwap_mgnt_cloud.c:408:Get cloud source is official.

    2020/1/7 09:19:30,capwap_mgnt_cloud.c:1445:LatestVersion doesn't exist

    2020/1/7 09:19:30,capwap_mgnt_cloud.c:1034:python /usr/local/share/zydownloader.pyc -v -l /tmp/cloud_download.log -d /tmp -c 1024 -r 3 -b /usr/local/bin/capwap/cloud_callback http://zapimg.cloud.zyxel.com/ZAP8/LatestVersion .

    2020/1/7 09:19:30,capwap_mgnt_cloud.c:1641:Start download http://zapimg.cloud.zyxel.com/ZAP8/LatestVersion, REAL_FILE

    2020/1/7 09:19:30,capwap_mgnt_cloud.c:968:Add download job, pid = 17794, url = http://zapimg.cloud.zyxel.com/ZAP8/LatestVersion, downloadType = REAL_FILE, storageIdx = 1

    2020/1/7 09:19:30,capwap_mgnt_cloud.c:3424:Receive EVENT_CAPWAP_GET_CLOUD_CHECK_STATUS

    2020/1/7 09:19:32,capwap_mgnt_cloud.c:3424:Receive EVENT_CAPWAP_GET_CLOUD_CHECK_STATUS

    2020/1/7 09:19:33,capwap_mgnt_cloud.c:3479:Receive EVENT_CAPWAP_CLOUD_DOWNLOAD_FINISH, msg 17794 0

    , msg len 9

    2020/1/7 09:19:33,capwap_mgnt_cloud.c:3524:EVENT_CAPWAP_CLOUD_DOWNLOAD_FINISH: VERSION_FILE

    2020/1/7 09:19:33,capwap_mgnt_cloud.c:408:Get cloud source is official.

    2020/1/7 09:19:33,capwap_mgnt_cloud.c:2217:capwapCloudFinishVersionProc download Successfully

    2020/1/7 09:19:33,capwap_mgnt_cloud.c:408:Get cloud source is official.

    2020/1/7 09:19:33,capwap_mgnt_cloud.c:2227:runtimeVersion 5.40(.2), downloadVersion 5.40(.2), latestVersion 5.40(.2)

    2020/1/7 09:19:35,capwap_mgnt_cloud.c:3424:Receive EVENT_CAPWAP_GET_CLOUD_CHECK_STATUS

    2020/1/7 09:19:54,capwap_mgnt_cloud.c:3424:Receive EVENT_CAPWAP_GET_CLOUD_CHECK_STATUS

    2020/1/7 09:19:54,capwap_mgnt_cloud.c:3681:Receive EVENT_CAPWAP_GET_CLOUDFIRMWARE_AP_STATUS

    2020/1/7 09:19:54,capwap_mgnt_cloud.c:3424:Receive EVENT_CAPWAP_GET_CLOUD_CHECK_STATUS

    2020/1/7 09:19:54,capwap_mgnt_cloud.c:3414:Receive EVENT_CAPWAP_GET_CLOUD_AP_FW_STATUS

    2020/1/7 09:19:54,capwap_mgnt_cloud.c:3451:Receive EVENT_CAPWAP_GET_RELEASE_NOTE

    2020/1/7 09:19:54,capwap_mgnt_cloud.c:447:capwapCloudGetReleaseNoteUrl: Get cloud url is http://www.zyxel.com/solutions/AP-Controller-Technology-20140627-854642.shtml

    Router#

  • Zyxel_JoslynZyxel_Joslyn Zyxel Official Agent Posts: 134  mod

    Hi @USG_User ,

    Thanks for your information.

    From the logs, I did not see the error message as "Device can't connect to cloud server". Was the issue gone? Did you still see the error on the GUI? If no, could you share with me what you did for it?

    Thanks.

    Joslyn

  • USG_UserUSG_User Member Posts: 77  Ally Member

    Hi Joslyn,

    Still the same error message. See my screenshot below of today:


  • Zyxel_JoslynZyxel_Joslyn Zyxel Official Agent Posts: 134  mod

    Hi @USG_User ,

    Thanks for your detail information. We thought we have found the root cause and tried to fixed it now. Will update to you the solution later. You did a big help for us. Thank you so much!

    Joslyn

  • USG_UserUSG_User Member Posts: 77  Ally Member

    It's a pleasure.

  • Zyxel_JoslynZyxel_Joslyn Zyxel Official Agent Posts: 134  mod

    Hi @USG_User ,

    The issue has been fixed. Could you try to check then apply the AP firmware on USG110? Please let me know if the error message is gone or not.

    Thanks.

    Joslyn

  • USG_UserUSG_User Member Posts: 77  Ally Member
    edited January 8, 2020 3:59PM

    Hi Joslyn,

    Thanks for your effort. Unfortunately nothing has changed.

    I'm able to check the available firmware (via Button "Check") which shows (after a few seconds): "success, 2020-01-08 08:43:51".

    Then I try to apply the fw (via Button "Apply"). But this still cause to the popup window "Runtime firmware and available firmware are the same version." And that's it. WAC6103D-I is still not able to connect to cloud server.

    Nevertheless the AP is working properly and all WLAN clients are able to connect.

    By the way: Why the firmware table is showing firwares for AP "NWA5123-AC-HD" (table line 6) and "NWA5123-AC" (table line 20). We've got only one AP (WAC6103D-I) in operation with the USG110. But these other two AP firmwares are being shown for months and have no relation with the current error for WAC6103D-I


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