Troubleshooting for Wi-Fi Pro

The Wi-Fi Pro service includes one or more access points installed in bridge mode or router mode. This service is managed in the HPE Aruba Networking Central Cloud Management Portal.

If the speed is lagging or the Internet service is malfunctioning, perform basic checks before proceeding.

If the Wi-Fi connection of one or more Wi-Fi Pro devices fails, perform a power reset of the different devices, depending on your situation.

Internet with Wi-Fi Pro only

1. Unplug the power cord from the modem.

2. Unplug the power cord from the HPE Aruba Wi-Fi Pro access point.

   Note that it is rare for an access point to be plugged in with a power cord, as it is normally plugged in via PoE (Power over Ethernet).

3. Unplug the power cable from the PoE that connects the access point to the modem.
   • Unplug the PoE from the second access point, whose network wire does not pass through the first access point.
   • Unplug the power from the Aruba switch to generate a restart of the access points connected to the switch.
4. Reconnect each device in the same order, starting with the modem. Allow a 4–5-minute interval between each subsequent equipment reconnection.

Wi-Fi Pro Internet with Backup connection and/or static IP

1. Unplug the power cord from the modem.
2. Unplug the power cord from the Aruba 9004 router.

3. Disconnect power from the Aruba switch.

   This generates a restart of the access points connected to the switch.

4. Reconnect each of the devices in the same order.

Start with the modem, and allow a 4-5-minute interval between each subsequent equipment reconnection.

1. Ensure that the equipment is associated with the "Device Management" license.
2. Test connectivity to the Internet, if WAN is available.
3. Plug the "Uplink" port of the access point into the "E0" port.
4. Validate communication with the cloud with CLI commands locally:
    
   • Show ap debug cloud-server: Checks the connection between Central connection and cfg download
   • Show ap debug cloud-config-received
   • Show log provision: Checks exchanges and supply alerts
   • Show activate status: Checks recognition of new installations
   • Show log ap debug | inc awc: Checks the "LOGs" entries of Cloud exchanges
5. Verify that no firewall is blocking ports 80 and 443.

Perform the following checks:

1. Make sure that the PoE+ Power Injector is functional
   • Test the port to confirm
   • Check the colour of the System and Wi-Fi (radio) indicator lights. The lights should be green and solid.
2. Ensure that the "DATA & POWER" port of the PoE Injector is plugged into the access point’s "P0" port.
3. Make sure that the small, flat, black jumper at the back is properly installed (P0 to PT) if a Mounting Desk is used.
4. If your access point still does not turn on, contact Technical Support.

If you are unable to log in to the portal, perform the following checks:

1. If you have forgotten your password, click on « Reset my Aruba Central Portal password »
2. Try logging in from a different browser (Chrome, Firefox, Edge).
3. Temporarily disable ad blockers or VPN extensions.
4. Try connecting from a different network (e.g., tethering through your mobile device).
5. Check your computer's time and date: misconfiguration could cause SSL errors.
6. If you still can't log in, contact Technical Support.