Garth, I feel your pain, we're (all) in the same boat. Thanks for the effort - let's hope that someone keeps this thread monitored and if that hardware (I guess it's a small server or something at this point stashed in some god forsaken rack) has issues they will promptly intervene. It's kind of disappointing to know that evidently it has no monitoing or status alarms for the portal service or backend... anyhow I still have around 8 of the OC20s and I hope I can get my clients to hop over to the InstantOn family by next year.
Original Message:
Sent: Apr 22, 2024 07:41 AM
From: Garth2079
Subject: HPE Officeconnect - Portal Unreachable by all devices
After many emails, phone calls, and a 4-way 30 minute Teams call with an Aruba TAC agent, somebody must have contacted the right person.
Before closing the case, I requested a direct contact in case the same issue reoccurs. The agent was unwilling to do so. However, I think she'll remember the case, so I'll just contact her and her manager and remind her. It's tempting to post her contact details here to allow everyone to get in contact, but that seems a bit rough. I have suggested she subscribe to this thread but doubt that will happen.
I have started the conversations with my clients about moving to newer APs. I have used and recommended HP/HPE/Aruba for years, but the cost of even basic APs make that increasingly difficult in the SMB sector. Incidents like this also make it harder to justify why they should be willing to pay more than various competitors' similar SMB units.
Original Message:
Sent: Apr 19, 2024 11:20 AM
From: Luca
Subject: HPE Officeconnect - Portal Unreachable by all devices
I confirm that the portal and app access are working again. For reference the relevant thread on the instanton forum can be found here.
Cheers
Original Message:
Sent: Apr 16, 2024 08:48 AM
From: Garth2079
Subject: HPE Officeconnect - Portal Unreachable by all devices
I dug out the HPE case from a couple of years ago and emailed the tech. To his credit, he forwarded it to a colleague. However, that was Friday and I have heard nothing since.
There's probably a rule that they can't look at it without a case number, even though we are trying to tell them about their system, not a piece of hardware. Once their procedures are met, someone can go and plug the network switch back in...
Original Message:
Sent: Apr 16, 2024 04:29 AM
From: Luca Forattini
Subject: HPE Officeconnect - Portal Unreachable by all devices
Hi Herman, yes thanks I will try (again) reaching out there though tbh I never had any real support or fixes (the time bug is present) in the last 5 years after the OC20 and OC series went "EOL" and all focus went to InstantOn (while the cloud service should be guaranteed or at least local connect/setup which is impossible without this).
Original Message:
Sent: Apr 16, 2024 04:20 AM
From: Herman Robers
Subject: HPE Officeconnect - Portal Unreachable by all devices
Luca, and others,
This forum is about Aruba products, and it's highly unlikely that the teams behind Office Connect art reading your messages. If you need this to be fixed, please reach out to HPE Office Connect support. Part of the Office Connect products have moved into InstantON, which has a separate forum. Though, the OC20, which I think is what you have, is not part of InstantON, so HPE Office Connect support may be you best contact. Also the OC20 is end-of-support for a while, as far as I know, so your mileage may vary.
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Herman Robers
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If you have urgent issues, always contact your Aruba partner, distributor, or Aruba TAC Support. Check https://www.arubanetworks.com/support-services/contact-support/ for how to contact Aruba TAC. Any opinions expressed here are solely my own and not necessarily that of Hewlett Packard Enterprise or Aruba Networks.
In case your problem is solved, please invest the time to post a follow-up with the information on how you solved it. Others can benefit from that.
Original Message:
Sent: Apr 16, 2024 03:42 AM
From: Luca
Subject: HPE Officeconnect - Portal Unreachable by all devices
Yes, I confirm the issue is present again and it is impossible to use the app to access or administer any site. Trying to login through the web portal returns a service error (not related to credentials).
Please fix this asap.
Original Message:
Sent: Apr 10, 2024 09:53 AM
From: p4r4
Subject: HPE Officeconnect - Portal Unreachable by all devices
hey there - the problem is here again. I know that officially there's no support anymore. But I won't throw away all of the installed OC 20 APs just because some HPE portal server has been abandoned without replacement... also there's no official message from HPE on the portal website that this service is no longer active.
Original Message:
Sent: Jan 15, 2022 08:13 PM
From: Garth2079
Subject: HPE Officeconnect - Portal Unreachable by all devices
Dear HPE support,
Your Officeconnect portal cannot be reached by any OC20 devices.
I have access to 10 x OC20 on 4 different networks using 4 different accounts. All are seeing the same issue
- Orange blinking LED on the OC20
- Android app states the network is unreachable
- HPE OfficeConnect Wi-Fi Portal allows login but shows the network as unreachable
The usual reboots etc. don't resolve it.
Whilst this persists, no network monitoring or changes can take place.
Nice one to your Aruba tech that closed ticket 5361403025 because I had to include a serial number to just raise the ticket, and the OC20 I chose is out of warranty. I explicitly explained in my ticket that the problem relates to the PORTAL, not the DEVICE (and I had tried multiple sites and accounts). Now I have to resort to a public forum in the hope an HPE/Aruba tech with some common sense actually reads this and passes the details to the team that supports the portal.
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Gary Drake
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