Troubleshooting for Device Go-online Failure on WIS Cloud

Key Words:
WIS Cloud, Offline
1. Issue Description
A device fails to go online on the WIS Cloud. After the device serial number (SN)is added to the WIS Cloud, the device state is still "Offline".

Note: If a device has never gone online on the WIS Cloud, the device state in the go-online failure prompt is "Never Online".
2. Cause Analysis

Cause 1: The device SN is different from that added on the WIS Cloud.

Cause 2: The configured ACS URL of CWMP is incorrect.

Cause 3: The connectivity between the device and the WIS Cloud is abnormal.

Cause 4: The configured CPE inform interval is greater than 180s.

Cause 5: The access permission is configured on the firewall.

Cause 6: The AP work mode is incorrect.

3. Troubleshooting Procedure
3.1 Troubleshooting for Cause1
Check whether the device SN is the same as that added to the WIS Cloud.

1.  On the device: Run the show version command to display the device SN.

2.  On the WIS Cloud: Check the device SN in the device list.

If the device SN added on the WIS Cloud is different from the device SN in the show version command output, delete the device from the WIS Cloud and add the correct SN. To modify the SN, perform the following steps:

1. Delete the incorrect SN.

2. Add the correct SN.

Note: You are advised to run the show version command to check the device SN, and copyit to the WIS Cloud to prevent a device go-online failure caused by incorrect SN typing.
3.2 Troubleshooting for Cause2
Run the show cwmp configuration command to check whether the ACS URL of CWMP is http://wiscloud.ruijienetworks.com/acs.

If the configured ACS URL is incorrect, run the following commands to modify it:

Ruijie#configureterminal

Ruijie(config)#cwmp

Ruijie(config-cwmp)#acsurl http://wiscloud.ruijienetworks.com/acs

Ruijie(config-cwmp)#end

Ruijie#wr

3.3 Troubleshooting for Cause3
Pingwiscloud.ruijienetworks.com from the device to check the connectivity between the device and the WIS Cloud.
1. If the ping operation is successful, proceed with 3.4.

2. If the ping operation fails, check network configurations.

(a) Check whether the device can ping the extranet DNS server, for example, ping 199.85.126.10.

(b) If the device can ping the extranet DNS server, run the following commands to set this DNS server as the DNS server of the device.

Ruijie#conf t

Ruijie(config)#ipname-server 199.85.126.10

Ruijie(config)#exi

Ruijie#wr

Ping wiscloud.ruijienetworks.com again.

(c)  If the ping operation still fails, the device may be unable to access the network. Check whether the local network configurations are correct.
3.4 Troubleshooting for Cause4

If the configured CPE inform interval is greater than 180s, run the following commands to change it:

Ruijie(config)#cwmp

Ruijie(config-cwmp)#CPEinform interval 30

Ruijie(config-cwmp)#end

Ruijie#wr

After the CPE inform interval is changed, check the configurations again.

3.5 Troubleshooting for Cause5
If the access permission is configured on the firewall, the device cannot interwork with the WIS Cloud. Therefore, you need to allow traffic corresponding to wiscloud.ruijienetworks.com and TCP port 80 to pass through based on the firewall configuration guide or manual provided by the manufacturer.
3.6 Troubleshooting for Cause 6
If AP management mode is set to WIS Cloud Monitor Management when a site is added, the AP work mode must be MACC. Only when the AP works in MACC mode, the AP can be managed on the WIS Cloud.

Run the show ap-mode command to display the AP work mode.

If the AP work mode is not MACC, run the following command to change the AP work mode to MACC: Ruijie#ap-mode macc

3.7 Information Collection
If the device still cannot go online on the WIS Cloud after the preceding steps, capture packets on the uplink device, collect the following information, and contact Ruijie Intelligent Technical Assistant:

• Snapshots of completed troubleshooting steps and results.
• Captured packets
  

     

4.    Troubleshooting Ideas

1. Check whether the device SN is the same as that added to the WIS Cloud.

2. Check whether the configured ACS URL of CWMP is correct.

3.  Check the connectivity between the device and the WIS Cloud.

4.  Check whether the configured CPE inform interval is greater than 180s.

5. Check whether the access permission is configured on the firewall.

6. Check whether the AP work mode is MACC.

Cause 2 was the main culprit. Very helpful, thank you.