MR33 Issue

[VRB]

Is there a problem with Meraki MR33 units? Most of our MR33 units hang and need to be reset to factory defaults to be restored. We don't encounter this on our MR44s and MR52s. We have around 300+ units of MR33's so this will be a big problem. Started experiencing this just last May. We have already restored more than 15 units.

[RaphaelL]

Hi ,

We have 1100 MR33 ( that we are going to replace in the next few months since they are EOL ). We don't have this issue running with MR 30.7.

What firmware are you running ?

[VRB]

Current version: MR 31.1.6

[AlexL1]

Hi VRB,

the maximum runnable version for MR33 is MR30.X.X (at that time that's MR30.7.1)

The MR 31.1.6 that you see, it's the configured network level that you would like the AP to be running.

https://documentation.meraki.com/MR/Other_Topics/Cisco_Meraki_MR_Firmware_Restrictions_Overview_and_...

https://documentation.meraki.com/General_Administration/Firmware_Upgrades/Product_Firmware_Version_R...

Have you contacted Meraki Technical Support for troubleshooting some of the APs?

Thank you in advance.

[VRB]

Yes, we have opened this case with Meraki. Still waiting for updates. They have replaced some of those units with multiple unplanned reboots. We have lots of this scenario on MR33.

[JonoM]

Hi @VRB ,

It's worth noting that the MR33 is has a maximum runnable firmware of MR30:

802.11ac Wave 2 and older products will only upgrade to the backup version (MR 30.7.1) if they are in networks configured for MR 31.x.x versions

If you haven't already, I would suggest opening a case with Meraki Support to investigate this issue in more detail.  To submit a case in Dashboard:

1. Log-in to Dashboard.
2. Navigate to "?" (top-right on green ribbon) > Get help & cases.
3. Select a Product or Platform tile related to the issue you need help with
4. Select the device to be associated with the case. You can use the search bar or any of the dropdown filters to find your device based on:

• Device Name
• Product / Platform Category
• Network
• Mac Address
• Model Number
• Serial Number

5. Select if the issue relates to an existing case or a new one, and then enter a description. A list of open cases is available by clicking on the Case dropdown field. If creating a new case, select the Severity Level that best describes the business impact you are facing:

• Severity 1: Critical impact on the customer’s business operations. Cisco’s hardware, software, or as a service product is down.
• Severity 2: Substantial impact on customer’s business operations. Cisco hardware, software, or as a service product is degraded.
• Severity 3: Minimal impact on customer’s business operations. Cisco hardware, software, or as a service product is partially degraded.
• Severity 4: No impact on customer’s business operations. The customer requests information about features, implementation, or configuration for Cisco’s hardware, software, or as a service product.

For more information on case severity levels, refer to the Understanding Case Severity Levels article. 

6. Select a preferred contact option (available based on the severity selected)

7. After you have submitted the case, you will see a Summary confirmation and the severity level you have assigned on the case:

You will receive a confirmation email, or or you will receive a call when using Call Me Now. You can update the case if needed by replying to that email, or visiting the  "?" > Get help & cases > View full case history page in Dashboard.

The more details you can provide when opening the case, the faster the Support team can begin diagnosing your issue. This could include;

• The LED status of the AP when it is 'hung' (solid amber, flashing blue, rainbow, off etc.)
• The Support Data Bundle taken from the AP
• A packet capture taken on the switch port the AP is connected to