Device identification problems - EnGenius

For some reason Tanaza is not recognizing my EnGenius access points properly. I have several Engenius ECB3500 with firmware 1.3.4. When I attempt to add them to Tanaza the wizard tells me the following:

Your Device is not yet supported.
Please suggest your device and we will support it soon.

The devices are configured as standard APs in an existing environment.
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  • EMPLOYEE
    I’m thankful
    Dear Fernand,

    ECB-3500 is in the supported devices list: Gaurav and R&D team will figure out which is the issue as soon as possible.

    Thanks for your feedback and patience.

    Sebastiano
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  • Thanks Sebastiano.

    Further information - I just tried another 3500 and an EAP-3660 at another client and have the same result. Both these were in a location with a proxy server but the agent is conneting to the cloud service (most of the time).

    I also configured an additional location with a single ECB-3500 and that worked fine.
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  • Hello Fernand,

    I'm able to add the Engenius ECB2500 device with firmware version 1.3.4 with no problems at all. Please see the screenshot below.
    It would be very helpful for us to decode if you can please attach the relevant screenshots and also mention the exact steps you did to add the Access Point and the step exactly where you encountered the error.



    Please let us know!

    Thanks and Regards,
    Gaurav Jindal
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  • Sorry for the typo- it is Engenius ECB3500.

    Thanks and Regards,
    Gaurav Jindal
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  • HI Gaurav,

    I have set up five different locations where we have EnGenius APs installed.

    Location 1 - Our office - successfully installed the agent on a Win7 laptop and detected an EAP-3660 (new out of the box) on the first try.

    Location 2 - School with two ECB-3500s and a proxy server - The agent installed but it will not detect any AP

    Location 3 - Organization with 2 x EAP-3660 - also will not detect the APs even though there is no proxy and the agent stays connected.

    Location 4 - Organization with both EAP-3660 and ECB-3500 and a proxy server. Will not detect any of the APs.

    Location 5 - Company with one ECB-3500 - detected the AP on the first try.

    The following image is the result after entering a valid IP address, an already configured agent and a valid name. The Cloud and agent connect, the agent reaches the AP and the correct username and password are entered. Then the service verifies access to the access point model and fails.

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  • Hi Fernand,

    To clearly understand and troubleshoot the problem, it would be really great if you can please help us with-

    1. Did you change the name of the Engenius device through Engenius interface? (screenshot attached below)

    2. Please provide us the current file of Backup/Restore settings which can be obtained through the following step on the web interface for Engenius device-
    Click on the Backup/Restore Setting link under the Management menu
    and, click on Backup tab and save the file.

    3. Please reset the device(s) to the factory settings and try adding the device with no changes and, please let us know about any issues.

    Thank you once again for your co-operation!

    Thanks and Regards,
    Gaurav Jindal

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  • Hello Gaurav

    Here are some answers:

    1. Yes the device name has been changed on most deployed APs - we do this so that we can keep track of which is which - and I imagine that most EnGenius installs would have a modified Device Name. I changed one of the device names back to ECB3500 and it was now properly detected. I also discovered that several of the EAP-3660 APs are running 1.3.4 firmware rather than the certified 1.2.x so that explains why it was unsupported even after changing back the Device Name.

    2. If you require configuration files that can be done, but please provide some way for us to e-mail or securely transfer that information.

    So I have a few questions:

    a - Will you be supporting EnGenius devices that have modified Device Names? Can the name be changed AFTER the device is detected by Tanaza?

    b - What happens if you upgrade the firmware on an AP AFTER it has been detected by Tanaza?

    c - Will you be supporting the EAP-3660 with 1.3.4 firmware?

    Fernand
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  • Hi Fernand,

    You can email the configuration files at this email ID- support@tanaza.com

    I've the following answers for your questions:

    a- Yes, we will be supporting EnGenius devices after modifying device names as well. But, this will be in the subsequent future releases.

    b- As of now, the current firmware with which the device is added is the one supported by Tanaza. But, we have plans to add the procedures which will allow the devices to check the latest firmware and allow them to sync with the access points.

    c- Yes, definitely! and, we'll keep you posted on this.

    Please let us know about any clarifications!

    Thanks,
    Gaurav Jindal
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  • Thanks for the update Gaurav,

    So it looks like the problems we were having were caused by the following:

    1. We had changed the device names
    2. Some of the APs were running newer firmware than you support.

    I'll be watching your WFD3 presentation this afternoon.

    Fernand
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  • EMPLOYEE
    I’m thankful
    Dear Fernand,

    the activities to solve the issues you raised have been performed and we will be in final testing during next week. The estimated release for Tanaza 1.10 is scheduled on Friday, October 5th.

    Fixes:

    1. The device name problems depends on a bug in the Engenius firmware. They solved this bug in the newer firmwares of the latest devices, but not yet on the APs you have. We fixed this, so you'll be able to customize their device names, provided you follow some rules (an article will be published in the KB during the release).
    Please, consider that in order to localize devices, you'll also be able to assign labels from the Tanaza Cloud Interface (cloud.tanaza.com) and place the APs on a map.

    2. The newer firmware are now supported, so you should be able to add cloud management for all the Engenius Access Points you have.

    Thanks for your patience.

    Sebastiano
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  • Thanks for the follow-up Sebastiano.

    Can you confirm whether you will be supporting the new ECB and EAP models as the ECB-3500 and EAP-3660 are now discontinued.

    Fernand
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  • Hello Fernand,

    yes we will support the new Engenius models. We are already working on some of them. How many devices are you interest in cloud manage and which models fw versions are you using?
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  • Hi Sebastiano,

    We are currently just evaluating the solution for our small business clients. We'll need to confirm the reliability of the solution before we will know how many devices are involved. As a rule we upgrade the APs to the latest firmware version available.

    Fernand
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  • Thanks Fernand,

    Tanaza is designed to add cloud management and remote monitoring capabilities to WLANs of SMB customers: we are designing the entire product with SMB in mind. So, glad to here that you see a fit for Tanaza for your SMB customers.

    A part from Engenius devices, is there any other vendor of Wi-Fi AP under evaluation?

    Thanks

    Sebastiano
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  • Hi Fernand,

    Tanaza is very happy to release it's 1.10 version and I think this will also solve the problem with Engenius devices which you faced.
    I request you to please remove and add the device and see if it works perfectly now.

    We'd be glad to answer any questions from your side. So, please let us know!

    Thanks,
    Gaurav Jindal
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  • Hi Gaurav,

    I have tried some of the devices that were causing problems and they are now working. Thanks!

    Fernand
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  • Hi Fernand,

    This is a great news :)
    Good to know!

    Please let us know about anything about which we can assist you.

    Thanks and Regards,
    Gaurav Jindal
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