Issue Affecting CW9172I and CW9172H Access Point Upgrades to MR 31 Versions

[AidanKamp]

Hello Meraki Community,

We're aware of a developing issue affecting CW9172I and CW9172H wireless access points, which are currently unable to upgrade or downgrade to any version of the MR 31 firmware train due to how images are downloaded from the backend. This issue has no other production impact, nor does it affect the access point's ability to serve clients.

This includes all minor and patch versions. Upgrades to MR 32 are currently unaffected. This issue began at approximately 02:30 UTC on 9/30 and devices that upgraded before this time are unaffected.

This issue also affects devices that are new out of the box and added to a network configured for any version of MR31. In these cases, the devices will not upgrade to the configured version and will continue running the factory default version.

Devices that are already running the correct version of MR 31 are unaffected, and you should not observe any sudden issues in these cases.

We are treating this as a high-severity problem and are working on a solution that will cause little to no disruption, as quickly as possible. In the meantime, please reach out to our support team if you need assistance with any problems resulting from this issue:

https://meraki.cisco.com/meraki-support/overview/

We appreciate your patience while we work through this problem. Please stay tuned for further updates

[PhilipDAth]

Thanks for letting us know.

[JimBean112]

Hi Aidan!

we just had delivery of 20+ CW9172s , do you know if there is a update on this issue yet as we are going to attempt to install them this week and trying to foreplan any issues we may encounter.

cheers

[AidanKamp]

Thanks for checking in @JimBean112 - I've put a response in the main thread above!

The TLDR for you; there shouldn't be anything complicated for you to consider. Your APs would fall under scenario 1 as long as they are brought online and stay online. You'll then see them upgrade their firmware between 0-2 hours after coming online.

If you do end up having any issues, or want any help - feel free to give support a call!

[JimBean112]

Appreciate the update!

thank you

[AidanKamp]

Thank you everyone for your patience.

Our team has put in place an intermediary workaround - this is to ensure that APs do not reboot en-masse outside of expected hours, causing business disruption. The details of the workaround are as follows:

1. If an AP has an uptime of <2 hours (e.g. recently rebooted or coming online for the first time) and is stalled in this upgrade pending state, it will complete its upgrade 0-2 hours after coming online.

2. If an AP has an upgrade scheduled from here on, the device will upgrade 0-2 hours from the scheduled upgrade time.

3. Otherwise, if an AP does not fall into the above categories (e.g. it first came online after more than 2 hours uptime) it will upgrade 1-2 hours after the network's next scheduled maintenance window.

You can read more about how to configure the maintenance window here.

We appreciate your patience whilst we work through this issue with care. We will be able to advise once we've fully resolved the issue soon.

[Diz_William]

Hi Aidan!

Would this affect current AP's installed during the summer which all currently have MR 31.1.8?
We have 2 out of 3 APs spontaneously rebooting at the same time as each other, with an interval matching each other. No Power issue reported, PoE via a Cisco Catalyst C9300X-48HX on ports 13 through 15 where the third AP is not rebooting and acting in a predictable manner.

All on MR 31.1.8, should we upgrade to the beta firmware for the wireless?

Edit: Minor spelling fixes.

[Diz_William]

Just spoke to Enterprise Support, he adviced us to upgrade to the Beta Firmware, I'll update here once I've gotten the Window to do so and awaited results. The support person said that they reboot due to a "panic reason" but as to what that panic is due to he couldn't answer as there was not much information to go on.

Upgrade will likely take place tomorrow as there's no one working at the office during the weekend.

[AidanKamp]

Sorry for the delayed reply, @Diz_William 

This issue would not be related in any way to unexpected reboots - if the AP unexpectedly upgraded, it would instead show 'Firmware upgrade' on the connectivity bar.

I believe it would be best to continue working with our support team if you are encountering an issue like this. I hope this is helpful. 

[Diz_William]

No worries!

Seems our issue is un-related as the upgrade to Beta Software only made it affect all three AP's and therefore worsening our issue to some extent.
For anyone else stumbling onto this thread with the same issue I've gotten confirmation in our support case that my problem is a known issue and it's being worked on.

Once again, for everyone reading, my problem is unrelated to this forum post.

//William