Troubleshooting for Device Configuration Synchronization Failure of Ruijie Cloud

Key Words
Configuration synchronization failure, Ruijie cloud, Ruijie AP, Ruijie egress gateway
Fault Symptom
Device configurations on Ruijie Cloud fail to be synchronized to devices. The devices are in the online state, but their configuration state is "Synchronizing, Not Synchronized" or "Synchronize Failed."

1. Cause Analysis
Cause 1: Configurations are synchronized to too many devices or considerable configurations are delivered at a time, resulting in long synchronization time.
Cause 2: Configuration conflicts or restrictions on devices cause a configuration delivery failure.
Cause 3: An instable network or security policy restrictions on the network lead to a configuration delivery failure.
Cause 4: Ruijie Cloud fails or packets are discarded on the ISP network.
2. Troubleshooting Procedure
2.1 Troubleshooting for Cause 1
(1) You are advised to check the device configuration synchronization state 10 minutes after synchronization commands are delivered.
(2) If some configurations still fail to be synchronized after 10 minutes, the failure may be caused by synchronization timeout. Perform the steps shown in the following figure to manually synchronize the configurations that fail to be synchronized:

2.2.  Troubleshooting for Cause 2
Check the configuration to be delivered and then go to the CLI to check whether devices are configured successfully.
(1) Devices are configured successfully but the synchronization state is still "Synchronize Failed", it is possible that the cloud does not receive execution results due to network or device failures. In this case, see section 2.3. to check the network status.
(2) Devices fail to be configured. The possible cause is configuration conflicts or device restrictions on the devices, resulting in a command execution failure. Run commands on the CLI to manually configure the devices. In the following example, the cloud delivers configurations of radio 2 and radio 3. However, because devices are powered in PoE AF mode, radio 2 and radio 3 are disabled on them, resulting in asynchronization failure.

(3) If devices fail to be manually configured, collect a snapshot of reported errors and contact Ruijie Online Support.
2.3.  Troubleshooting for Cause 3
Run the show cli record command to display command execution records on the devices, and check whether the devices execute commands delivered by the cloud.
As shown in the following figures, after SSIDs are created on the cloud, you can run the show cli record command on the devices to display command records.

  

(1) If no execution record is displayed, the devices may not receive configurations delivered by the cloud. Check whether security policy restrictions are configured on the network and enable the ports for devices to access the cloud: TCP ports 80, 443, and 25857, and UDP ports3478 and 3479.
(2) If the ports are enabled but configurations still fail to be synchronized, perform packet capture on upstream devices and trigger configuration synchronization during packet capture. Analyze whether configuration delivery packets are received. The following figure shows packets of commands delivered by the cloud.

2.4.  Troubleshooting for Cause 4
If devices do not receive commands delivered by the cloud, it is possible that Ruijie Cloud fails or packets are discarded on the ISP network. Run the following commands to collect information and contact Online Technical Support.
(1) AP:

Show run

Show ver

show log

Show cli record

Term m

Debug cwmp all

------Trigger synchronization manually on the cloud and wait 3 seconds.

Undebug all

(2) Perform packet capture on the upstream devices of APs while manually synchronizing device configurations.
3. Troubleshooting Ideas
(1) Check the configurations that fail to be synchronized on the cloud, and attempt to synchronize them manually.
(2) Check whether devices are configured successfully on the CLI.
(3) Attempt to run commands delivered by the cloud.
(4) Check that the network is stable and relevant ports are enabled.
(5) Perform packet capture on upstream devices and analyze the packets exchanged with the cloud.