HPE OC20 AP on CISP network issues

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fishfly

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Hi

I need some help, I've logged a ticket on CISP but no one has responded to my ticket.

I would like to know is there some sort of issue using HPE's wireless AP on CISP's fibre connection? I recently purchased 3 of the HPE OC20 that utilises their cloud based app HPE OfficeConnect.

The app registers the wireless AP to HP's cloud base portal under a clients account using the following link: https://portal-officeconnect.ext.hpe.com/

The ports the app uses are: TCP 443, 80 and UDP 123

Somehow everytime I attempt to register my connection just fails with a timeout. I've made attempts by replacing my existing router, with another router, I've switched the firewall off on my router, I've been watching the network traffic going in and out of my router via the AP's but somehow no reponse is ever received.

I've taken the router to another friend of mines who is using another ISP and it connects and registers the AP's without any issue.

I really would appreciate some assistance on this matter
 
Which router/s are you using?
 
Do you dial PPP for your connection or is it Vuma trenched?
 
I would need to investigate a bit more as it doesn't make much sense, when did you install the APs? And I believe you have cancelled?
 
This is the reason why Ive been trying to get someone at CISP to assist...

I am moving out of my exisiting apartment into a house (in April), however with the current lack of support from CISP I'm going to change to another isp

It has taken 3 days for someone to give me a generic answer oh use the port forward functionalty... I wouldn't have logged the issue and raised the query here if I didn't exhaust all avenues.
 
To be honest it's not a simple answer when using 3rd party hardware. I don't believe there is a lack of support because of the fact that you have put in your cancellation.

Have you opened a ticket with HP at all or the supplier?

I will do some digging from my side tomorrow to see what we can dig up.
 
Last edited:
PBCool said:
To be honest it's not a simple answer when using 3rd party hardware. I don't believe there is a lack of support because of the fact that you have put in your cancellation.

Have you opened a ticket with HP at all or the supplier?

I will do some digging from my side tomorrow to see what we can dig up.
Click to expand...
Hi

I think you misunderstood my replies

1. I'm complain of lack of support because I logged issue on Sunday at 11:53, no reply until I followed up again yesterday 1:47 PM - which according to the hours of operation on your site: Weekends 9am - 3pm
Weekdays 8am - 8pm a total of 19hours went by an no reply

2. Second complaint is the lack of response for my cancellation I got a replying stating my cancellation is noted how and when can you pickup the router. I've followed up with 2 emails and not once was it replied to.

Back to the issue with the HPE APs: I have sent all 3 back to HP to investigate on why I does not register

The installation is a simple matter, for my case I am using a Cisco 2960-S switch which has POE capability

Plug AP to cisco switch plug switch to my Asus AC-88U router, install andorid/iphone app for HPE OfficeConnect.
App will detect the AP automatically (on Android), enter wifi details and then enter a email address with password to setup an account in HPE's cloud. AP will register itself into my account and create a wifi configuration.
This is where it fails I see the request on my router to HP's officeconnect proxy url: https://proxy-officeconnect.ext.hpe.com/

via port 443 but nothing else.

I've added port forwarding according to the port required to be open: UDP 123 (for NTP).
The other ports are the usual 80 and 443 - for obvious reasons shouldn't be forwarding.


This video show's the simplicity of installing and registering @ 2:08 when the registration request is sent, I get an error instead

I've tested this on an Android device, Iphone and Ipad and they all fail at the same step (Android fails after a timeout) Iphone and Ipad on the other hand fails immediately


Edit: Just got a reply from the supplier, the AP updated on their network - they haven't tested the registration yet they will test it today. Seems like the AP couldn't update on my connection.
 
Last edited:
fishfly said:
Hi

I think you misunderstood my replies

1. I'm complain of lack of support because I logged issue on Sunday at 11:53, no reply until I followed up again yesterday 1:47 PM - which according to the hours of operation on your site: Weekends 9am - 3pm
Weekdays 8am - 8pm a total of 19hours went by an no reply

2. Second complaint is the lack of response for my cancellation I got a replying stating my cancellation is noted how and when can you pickup the router. I've followed up with 2 emails and not once was it replied to.

Back to the issue with the HPE APs: I have sent all 3 back to HP to investigate on why I does not register

The installation is a simple matter, for my case I am using a Cisco 2960-S switch which has POE capability

Plug AP to cisco switch plug switch to my Asus AC-88U router, install andorid/iphone app for HPE OfficeConnect.
App will detect the AP automatically (on Android), enter wifi details and then enter a email address with password to setup an account in HPE's cloud. AP will register itself into my account and create a wifi configuration.
This is where it fails I see the request on my router to HP's officeconnect proxy url: https://proxy-officeconnect.ext.hpe.com/

via port 443 but nothing else.

I've added port forwarding according to the port required to be open: UDP 123 (for NTP).
The other ports are the usual 80 and 443 - for obvious reasons shouldn't be forwarding.


This video show's the simplicity of installing and registering @ 2:08 when the registration request is sent, I get an error instead

I've tested this on an Android device, Iphone and Ipad and they all fail at the same step (Android fails after a timeout) Iphone and Ipad on the other hand fails immediately


Edit: Just got a reply from the supplier, the AP updated on their network - they haven't tested the registration yet they will test it today. Seems like the AP couldn't update on my connection.
Click to expand...
Can you give me the ticket numbers so I can see what the situation is? Can you connect to the URL with a browser from home the HPs are supposed to connect to?
 
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