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OfficeConnect OC-20(s) all showing random TIME while time zone is correct.

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  • 1.  OfficeConnect OC-20(s) all showing random TIME while time zone is correct.

    Posted Sep 09, 2021 10:15 AM

    We have a few OC-20s at various sites and all of them are showing the wrong time (correct time zone IS set on all sites). The difference in time is RANDOM, going from 12 hours ahead to 7.5 hours behind (yes seven and one half). This problem has been present for some days now and is not transitory so the reason for this rant.

    Additionally the online web portal says ALL SITES are offline (while the app works).

    I have had to remove all conditional access time frames enabling them all day as customers could no longer connect obviously, creating potential secruity issues.

    What's the deal again here? I don't want to reiterate myself but this cloud based technology is "sound" as far as the management side of things works and is supported, because when it doesn't, we, the ITs, are "cut out" and the whole "soundness" of the castle crumbles.. Again, there should be a MANUAL setting for a custom NTP and other things to counteract these problems created remotely.

    Office connect team, please check your reference NTPs and portal sync.


    #wireless


  • 2.  RE: OfficeConnect OC-20(s) all showing random TIME while time zone is correct.

    EMPLOYEE
    Posted Sep 13, 2021 12:18 PM

    Hello @Luca ,

    I am not form OC-20(s) team but want to know the software version rnning in the device .

    I will try to check if this is not know bug.

    Also are you facing this issue from beginning or recently seen?

    Any changes made?

     

    Thansk!



  • 3.  RE: OfficeConnect OC-20(s) all showing random TIME while time zone is correct.

    Posted Sep 13, 2021 12:32 PM

    Hi, all of the OC-20 APs on 5 different customer sites are running version 1.2.1_74212. They have not been updated for  months as reported by the last reboot time. Everything was fine a couple of weeks ago then customers started to complain that some guest networks were not visible. Upon checking the settings they were reported indeed "offline" as they were reported out of the active set timeframe. I immediately checked the reported time and it was incorrect but the absurd thing is that all sites in the same time zone (GMT+1) have DIFFERENT times varying from 7 to over 12 hours differences. Also, I am unable to access the sites using the WEB PORTAL, I am able to log in and see the sites but unable to connect to them - this is a major RED FLAG related to auth sync problems most probably connected to the time issue.

    Nothing has changed since my first post other than some hp employee has automagically opened a case for me.

    Question: am I the only one experiencing this issue? I find it incredibly hard to believe that I am the only one reporting such a problem spread out on 5 different locations, 3 different nations and on 5 different ISPS! It's not a zone related issue for sure. I am baffled.

     



  • 4.  RE: OfficeConnect OC-20(s) all showing random TIME while time zone is correct.

    Posted Sep 15, 2021 12:45 PM

    As a status update I see that the web interface is working again - however the local AP times are still completely random.



  • 5.  RE: OfficeConnect OC-20(s) all showing random TIME while time zone is correct.

    EMPLOYEE
    Posted Sep 16, 2021 11:20 AM

    Hello @Luca ,

     

    Apologies for delayed response.

    I am seeing little bit similar issue in release notes and there is a workaround also.

    Can you try from below link on pg.11:

    https://support.hpe.com/hpesc/public/docDisplay?docId=a00026489en_us

     

    Thanks!



  • 6.  RE: OfficeConnect OC-20(s) all showing random TIME while time zone is correct.

    Posted Sep 16, 2021 07:31 PM

    Hi @akg7 , I apparently resolved the issue (please see below posts). I tried again rebooting the APs and now they successfully acquired the correct time. I checked the document you linked but I am running the latest version 1.2.1-74212 which is newer than the ones indicated in that document. Additionally, it's not that the APs were indicating UTC time, they were showing *completely random* times, and the set time zone was indicated correctly (GMT+1). If I changed the time zone, it always affected the time correctly, but the time was completely random. This happened on all 5 sites with all APs, all local reported times were completely random, some behind 7 hours and some ahead 12 or anywhere in between.

    Anyhow, apparently the reference NTP server was down or unreacheable, but after the last restart they all acquired the correct time. I still think that some basic options should be overrideable by the administrator because when these "cloud enable devices" rely solely on their cloud counterpart and it's not working or reachable, you're screwed.

    *** As a quick update, I am checking the various reported times on the different sites, and after only a day they are already out of sync by a few minutes, some just 1, others more than 8 in just 24 hours. This means that the APs are not synching with the time server *after* initial boot for some reason so something is still not working as it should.



  • 7.  RE: OfficeConnect OC-20(s) all showing random TIME while time zone is correct.

    Posted Sep 17, 2021 11:53 AM

    As a follow up, I downloaded the Technical Support Information logs from an OC-20 and lo and behold in the "show_tech_support.txt" file the NTP server was empty (!) - very strange. So I added an NTP server via DHCP to test and after checking the show tech support file again this time it showed under the empty NTP Server line a new "NTP Server Via DHCP" entry with the NTP Server I set. Let's see if this fixes the time problem once and for all.



  • 8.  RE: OfficeConnect OC-20(s) all showing random TIME while time zone is correct.

    Posted Oct 21, 2021 11:49 AM

    As a follow up, I just wanted to say that the issue persists: the time gets correctly synched after the AP is rebooted and slowly drifts which indicates no synching after initial boot - so there must be a problem and it's not network related.

    Can someone in HP please look into this or should we consider support on these OC devices dead?