Cloud connectivity issue with Meraki Access Point

[Ehteshamul]

One of our client bought MR36 and their organisation is having many policies on their upstream firewall.They allowed every port and public IP required for Meraki cloud communication after that also AP is not showing on dashboard.On local status page it is showing connected to internet but no cloud connectivity after that also and no error on local status page. What should I do now.Need community help as we client see anything on firewall side.

[KathleenJ]

Let's start with the dashboard, what color does the AP show in dashboard? How long has the MR been in the state of not coming up? It's possible that it was doing firmware updates. Can your customer ping the device? Have you verified the ports that the MR needs by going to the "?" in the upper right-hand corner and verifying the inbound/outbound ports are available that are needed for the MR? In your post it says all the ports are open but it doesn't hurt to double check. Worst case scenario call and speak with someone in support and they can take a look at the dashboard. 

[Ehteshamul]

Thanks for your response.AP shows dormant only on dashboard.Client is able to ping device from his firewall and even it is broadcasting Meraki open SSID and everything work on that.only problem is device not showing live on dashboard.I have checked ports and IP from firewall info page by going to ? Sign on Dashboard.Device is connected and we are looking for solution as in my view it may be upstream firewall issue as we don't have access to that so can't comment exactly what is configured.Although same policy configured by client is working at one of their store.

[DarrenOC]

As previously asked, how long ago were the APs installed?  You may often see an error in the dashboard on first initial deployment as errors clear.

[Ehteshamul]

APs were installed some ten days back and still same issue is there.AP is connected to internet but not to Meraki cloud

[DarrenOC]

You need to get access to the firewall logs or undertake some live troubleshooting with your firewall provider to see what’s happening.

[KathleenJ]

This really sounds like an upstream firewall issue. Here is a link to the KB to find out what ports need to be opened for the MR for the firewall. So go to the "?" in the upper right-hand corner of dashboard and select Firewall Information. Take a screenshot of this page and send it to the team that manages the firewall and ask them to open the relevant ports for the IP addresses that are listed. The other option is that you can open a support case and have them look at your dashboard config to see if they spot anything that seems off.