Troubleshooting AOS for Meridian Services

Overview

This guide will walk you through the common troubleshooting commands and process used by the Meridian support team. You can use these steps to validate a healthy and correctly configured controller infrastructure. If you're still experiencing problems please contact support@meridianapps.com and include;

1. Brief description of the problem

2. Meridian Location ID

3. CLI output of troubleshooting session


Steps to Take

1. Prerequisites - Ensure you're using supported hardware and AOS software on your controllers. You can find the list in the Meridian Deployment Prerequisites

2. General Network - Validate your network is setup properly for communication between the Meridian back-end and your controller infrastructure.

3. Meridian Configuration - Validate your Meridian configuration is correct. This can be broken down into 2 primary categories. Please note that for Asset Tracking services to operate properly, both Beacons Management AND Asset Tracking needs to be configured.

a. Beacons Management;

- BLE configuration (UUID/Major/Minor) and Registering of AP beacons automatically to the Meridian data store once configured

- Periodically updating beacon health (Last heard, battery life, etc.) on Meridian Editor (maximum of 30 minute update intervals)

b. Asset Tracking

- Visualization of tag locations on Meridian mobile applications and Web SDK

- Updating tag health (Last heard, battery life, etc.) on Meridian Editor (maximum of 2 minute intervals)


Known Issues

- Asset Tag battery life shows null on Meridian Editor

This issue affects AOS revs 6.5.2.x and 8.2.x. Please upgrade to 6.5.3.x+ or 8.3.x+


General Network

1. DNS

Your local controller/MD needs to be able to reach *.meridianapps.com. A quick way to validate if it can is to connect to the Controller via SSH and run a ping test. If your controller returns, "Unable to resolve Host URL", please proceed to configure DNS. (If ICMP is disabled on your network, this test should still be able to show you if the controller is not configured with DNS)

#ping edit.meridianapps.com


2. Clock/NTP

AOS communicates to the Meridian back-end using an HTTPS/SSL websocket. As such, clock synchronization is critical for certificate validation and must be correct.  Please validate your controller is configured with the proper time.

#show clock

3. HTTPS

This is not a common issue. AOS communicates to the Meridian back-end using HTTPS/SSL websocket. Please validate that port 443 is open for ingress/egress to/from the controller. This is generally checked on an upstream firewall.

4. Web Proxy 

In some cases, your local controllers/MDs may not have direct access to the internet, and run controller-generated traffic through a web proxy. If this is the case, please check the Meridian Deployment Prerequisites guide to ensure your AOS rev supports a web proxy for Meridian data.



Beacons Management Configuration

This section will help you validate improper/incorrect Beacons Management configuration. Please check the Configuration Guides for your AOS version to fix any issues you might find. To quickly recap what issues you would experience if Beacons Management is not setup nor operating properly. 

- AP beacons are not updating their BLE variables (UUID/Major/Minor) automatically after Beacons Management is configured

- AP beacons do not automatically show up in the Meridian data store (Beacons list on Meridian Editor)

- AP beacon/battery beacon health (last heard, battery life) not being reported to Meridian data store every 30 minutes (Beacons list and Beacons Management section on Meridian Editor)

1. Check your AOS version. This determines which Configuration Guide to follow, and Meridian support will need this information if a ticket is submitted.

#show image version

2. Validate your AP beacons are turned on. This can be found in the ap system-profile.

#show ap database (Find an effected AP and take note of it's AP group)
#show ap-group <ap-group of effected AP> (Find the AP group's AP System Profile)
#show ap system-profile <ap system-profile of effected AP>

If BLE Operation Mode is set to "Disabled", the AP beacon is off. Enable AP beacons in the appropriate ap system-profile.

3. Validate your APs are configured with the proper BLE values

- If your infrastructure is on AOS 6.5.x or 8.2.x code, this configuration exists in the ap system-profile.

- If your infrastructure is on AOS 8.3.x code, this configuration exists in the Beacons Management IoT TransportProfile.

#show iot transportProfile (Find your configured Beacons Management profile)
#show iot transportProfile <profile-name>

If you're on 8.3.x code, make sure you've enabled your IoT Transport Profile(s) by using the following statement;

#configure terminal
#iot useTransportProfile <profile-name>

Asset Tracking 

*** Please validate Beacons Management is operational before starting ***

This section will help you validate improper/incorrect Asset Tracking configuration. Please check the Configuration Guides for your AOS version to fix any issues you might find. To quickly recap what issues you would experience if Asset Tracking is not setup or operating properly. 

- Asset tags are not being visualized or show "no location" on the Meridian Tags application.

- Asset tags are not updating their location in the Tags app and/or the Meridian Editor at least every 1-2 minutes.

1. Verify the state of the web socket and Meridian variables used to connect the local controller to the Tags back-end server

#show ble_relay disp-attr all

Ex:

a. Web Connection Request returns, "No";

- If using AOS 6.5.x or 8.2.x

#show run | inc mgmt-server

   Validate the ble_relay management server configured with the correct variables. You can cross-reference proper configuration in the Configuration Guides under the              "Asset Tracking" section. 

- If using AOS 8.3.x+

#show iot transportprofile

 This will list the IoT profiles configured on your controller. Make note of your Asset Tracking profile name.

#show iot transportprofile <asset tracking profile name>

  Validate the iot transportProfile is configured with the correct variables. You can cross-reference proper configuration in the Configuration Guides under the                               "Asset Tracking" section.

b. Connection Status cycling through, "Handshaking, Connection Started, and Connection Terminated" for longer than 10 minutes after configuration;

- Validate the proper DigiCert Global Root Certificate is installed on your controller. It's "Original Filename" is "DigiCertGlobalRootCA.crt". And if the certificate is missing, the link to downloading, and uploading instructions can be found in the Configuration Guides under the, "Adding DigiCert Root Certificate to the Aruba Controller" section.

#show crypto-local pki TrustedCa

2. If  Step #1 does not re-establish connectivity between your controller infrastructure and the Meridian back-end Tags server;

a. Save your CLI output up to this point into a text file 

b. Enable logging on the BLE relay

#ble_relay set-attr ws-loglvl 65535
#ble_relay set-attr tag-logging 1

c. Wait 5 minutes and print the logs using;

#show ble_relay ws-log

If you're using IoT Transport Profiles, you'll need to define your Asset Tracking profile in the statement.   

     d. Save the output from the ws-log into a text file. Send both saved files to support@meridianapps.com;

- Text file with CLI output of steps above

- Text file with the BLE relay log output