Installation and Start Up

1. Installation asks for a port at which Webserver should be started
2. How to change WiFi Manager Webserver port[6080] to another port after installation?
3. How to launch WiFi Manager in Linux ?
4. While Starting the WiFi Manager server it gives the following message and doesn't get started - "Unable to start Mysql daemon. Unable to create database exiting WiFi Manager".
5. Unable to start Mysql of WiFi Manager in Suse Linux.
6. Server quits with some MySQL related error messages in Windows machines
7. WiFi Manager displays "Enter a proper Manageengine license file" during installation.
8. Could not connect to WiFi Manager Client.
   

Discovery 

1. Access Points are getting discovered as "Unknown" devices
2. Devices are identified by IP addresses rather than host names
3. How to discover only the Access Points in my network and not all other devices?
4. On starting WiFi Manager, all the Access Points/Mobile Clients in my network shows up as Rogue devices
5. I have an Access Point discovered as Unknown device.How can I manually change it to an access point
6. Some of my Access Points are discovered with IPAddress as 0.0.0.0
7. The discovered Access Point does not show the details of Connected Switch.
8. Why are some Access Points discovered in "UnManaged" state?
9. Some new Access Points are plugged in to the network and WiFi Manager does not detect these devices
   

Fault

1. Created a Notification profile to send mail,but no mails are received when any alarm is raised
2. How to disable the alarm generated when a Mobile Client associates/disassociates with an Access Point
3. There are frequent "One Poll Missed" and "Device Clear" alarms raised on subsequent polls.How to overcome such false alarms
4. WiFi Manager raises an alarm as  "WiFi Manager has detected that it has lost network connectivity and has suspended all monitoring"
   

Configuration

1. How to configure the SNMP, Telnet credentials of an Access Point
2. Access point configuration fails, problems with SNMP reachability or SNMP credentials.
3. Access point configuration fails, problems with Telnet reachability or Telnet credentials.
4. Though WiFi Manager reports configuration to be successful,the changes are not effected in the Access Point
   

Firmware Upgrade

1. Firmware Upgrade fails with the error message "TFTP Service Unavailable".
2. Firmware Upgrade fails with the error message "Image File not valid".
3. Firmware upgrade fails, problems with SNMP reachability or SNMP credentials.
4. Firmware upgrade fails,problems with Telnet reachability or Telnet credentials
   

General

1. What are the details required for supporting a new Access Point currently not supported by WiFi Manager?
2. Steps to create Support Information File
3. Unable to Uninstall WiFi Manager

Vendor Specific Troubleshooting:

1. Cisco IOS Access Point getting discovered as "Unknown" device even after giving proper SNMP Credentials
2. D-Link 3200 AP getting discovered as "Unknown" device
3. 3com/D-Link Associated Mobile clients not shown
4. Cisco IOS Access Point Security Details not properly fetched.
5. My D-Link/Linksys Wireless Routers are discovered without any wireless related details like SSID,channel.Also the associated client information is not shown

Microsoft Windows Vista specific

1. Service sometimes won't start for the first time, after installation
2. Error: 6080 Port already used
3. Unable to connect to the WiFi Manager web client after restarting the service in Windows Services
4. After uninstallation, some folders are not getting deleted
5. My WiFi Manager tray icon is missing. How do I shutdown the server?

Installation asks for a port at which Webserver should be started

When  WiFi Manager is installed, the default web port number will be  6080. If this  port is occupied by some other applications,WiFi Manager notifies you upon which you can  provide a different port number.

How to change WiFi Manager Webserver port[6080] to another port after installation?

WiFi Manager will by default use the port 6080 for starting WebServer for client access.If you need to change this port after installation,Execute the batch/script file "CheckPortsUsedByWiFi Manager.bat" available under bin directory .This will bring up a popup window indicating the ports used by WiFi Manager.You can change any of the values to any available free port.

How to launch WiFi Manager in Linux ?

Steps to Follow:

1. Execute the file as StartWiFi ManagerServer.sh as RootUser present in the <Installation directory>/ AdventNet/ME/WiFi Manager/bin  directory. Discovery wizard will popup. Add the networks that you want  WiFi Manager to discover, and fill in the various discovery parameters (SNMP community, SNMP timeout, retries, HTTP credentials, etc.,). Click "Ok" to finish.
   
   
2. Open a browser with URL http://localhost: portnumber
   Type the User  ID and Password and press Enter. By default the username and  password will be admin and admin.

While Starting the WiFi Manager server it gives the following message and doesn't get started - "Unable to start Mysql daemon. Unable to create database exiting WiFi Manager."

The probable reasons for the above error message are:

1. By default localhost will point to the loopback address 127.0.0.1.If this is not configured properly in your machine then the above error occurs. In our software we check for "localhost:13306" to see whether MySQL is started properly. But due to the above mentioned problem the software could not detect it properly and was unable to start.
2. Does not have Execute permission to <Installation directory>.

Solution:

1.Replace localhost with 127.0.0.1 in <Install-Dir>/Adventnet/ME/WiFi Manager/conf/ database_params.conf file.

2.Give the "Execute permission" to <Installation directory> and start WiFi Manager as Root User. Eg : chmod - R a+x <Installation directory>/

Unable to start MySQL of WiFi Manager in Suse Linux

The problem could be related to JDBC issue with IPv6 in Suse Linux. Do the following -

• Check whether the file /etc/hosts has the entry : ::1 localhost ipv6-localhost ipv6-loopback>
• If it is available comment the line : #::1 localhost ipv6-localhost ipv6-loopback
• Now restart WiFi Manager.

Probable cause: You will run into MySQL related errors in Windows machines if MySQL is already installed or another instance of MySQL is running on the same machine.

Solution:

Uninstall/Stop already running MySQL and install WiFi Manager or install WiFi Manager in a different machine. Deleting or renaming the My.ini file present in C:\Winnt (C:\Windows in Windows XP) also solves this problem.

Probable cause: Your system date is set to a future or a past date.
Solution:Uninstall WiFi Manager, set the system date to current date and time, and re-install it.

Probable cause: You have provided the incorrect license file.
Solution: Verify that you have provided the license file you obtained from ZOHO Corp. 

Could not connect to WiFi Manager Client.

In Linux machines if you have installed WiFi Manager in a directory other than opt (recommended during installation), then this error message "Error connecting to server" will be displayed while starting the client. This is because the Tomcat server will not have 'read' and 'execute' permissions to access the files under WiFi Manager directory. To give the required permissions, perform the following:

Execute the command chmod -R 755 <WiFi Manager Home> and then restart the server. The absolute path should be given for WiFi Manager Home directory.

Then execute the command chmod 755 <directory name>, for each of the directory in the absolute path including root.

While trying to open the client with a incorrect Server name, User Name or Password, you will get this error message. So check whether these entries are correct and restart the client.

Access Points are getting discovered as "Unknown" devices

Solution: Listed below are the possible reasons with their corresponding solutions for the above problem.

Reason #1: Appropriate service (SNMP, HTTP, etc.,) is not enabled in the access point.

Solution: WiFi Manager uses multiple mechanisms to discover the Access points like SNMP, HTTP etc., The service used for discovery depends on the model of the Access point, for example the Cisco's Aironet Access points are discovered using the SNMP service whereas the Linksys Access points are discovered using the HTTP service. Enabling the appropriate service (SNMP, HTTP etc.,) in the Access point and re-discovering the device in WiFi Manager can help.

Reason#2: Supplied credentials are not correct.

Solution: To identify the device and to read values from the device, WiFi Manager uses the credentials supplied to it during the discovery. So, please check the credentials in the device matches with the one supplied to WiFi Manager, if not please do the following -

• Enter the IpAddress or DNS name of the Access point in the search field and press the "Go" button. This will take you to the corresponding device's details page.
• Click on the credentials link located in the top right of the page. This will take you to the credentials page of the device. Change the credentials with the correct values and click on the "Save" button.
• After the above steps, you should be able to see the device showing up as an access point.

The correct credentials can also be provided during the server startup itself in the discovery wizard UI so that they will be automatically used during the discovery process. (Or) You can provide them individually while adding the device in Inventory->Add Node UI.

Note : If you have to do the above for a lot of devices then you can directly go to the Admin tab, click on the credentials link on the left side, this will take you to the "Global Credentials" settings. Here you can change the credentials, save the values and re-discover the corresponding network.

Devices are identified by IP addresses rather than host names

WiFi Manager does a reverse lookup to determine the host name from the IpAddress of the discovered devices. If DNS Server address is not set properly in the machine hosting WiFi Manager, the DNS names of the managed devices cannot be obtained from the DNS server.

The other possible reasons could be:

1.the DNS Server is not reachable from the machine hosting WiFi Manager
2.the DNS Server is down during discovery
3.the DNS Server does not exist

 To troubleshoot please execute the "nslookup <ipaddress>" command from the machine hosting WiFi Manager and see if the proper hostname could be obtained. Other than the auto discovery process,you can also manually assign a name for each discovered device.This can be done through the "Change" option provided for name in the device details page.

When the WiFi Manager server is started, it will bring up a discovery wizard which will ask for option as to what type of devices has to be discovered. The same can also be configured from the Admin Tab.

 
On starting WiFi Manager, all the Access Points/Mobile Client in my network  shows up as Rogue devices

On discovering each Access Point/Mobile Client, WiFi Manager  compares these added devices with those in the Trusted AP list and marks the non-matching devices as Rogue devices. If you wish to pre-configure the Trusted AP List,please traverse to Admin Tab> Rogue detection option . Under this you can provide the MAC address /Vendor/ SSID of devices belonging to your trusted network.If the devices are already discovered,you can use the "Mark As" option available in the Inventory Tab to change bulk of devices from Rogue to Trusted.

I have an Access Point discovered as Unknown device. How can I manually change it to an access point

WiFi Manager employs multiple mechanisms like SNMP,Telnet,HTTP to discover the Access Point in your network.If your Access Point is not supported by WiFi Manager,it will be discovered as "Unknown" device.In such a case the user can manually change the category of the device from Unknown to Access Point.This can be achieved from Inventory->Unknown->Change Category option.You need to input some basic details of the Acess Point like channel,vendor,model e.t.c

Some of my Access Points/Mobile Clients are discovered with IPaddress as "0.0.0.0". The Name of such devices is set as the MAC Address and not the hostname

In case of Access Points, if they are discovered through Neighbour AP scan the IPAddress will be set as "0.0.0.0".This is because AP acting as sensor reports only the MAC address and not the ipaddress. WiFi Manager will try it's best to resolve the ipaddress from the MAC from the ARP cache.If you know the ipaddress you can add the device again through Admin->Add Node option.

In case of MobileClients, we fetch the association related information from the Access Point.In some vendors the IPAddress of the clients are not exposed. Again here, WiFi Manager will try it's best to resolve the ipaddress from the MAC by reading the ARP cache and then it tries to resolve the IP to its corresponding DNS Name.

Why are some Access Points discovered in "UnManaged" state?

Access Points discovered through Neighbour AP scan are set to "UnManaged" state. Neighbour AP scan is where your Access Points acts as sensor and exposes the Access Point related information within its vicinity.This is mainly used to detect rogue AP's and no further monitoring of such devices is to be done. Hence they are added under "UnManaged" state.

Created a Notification profile to send mail,but no mails are received when any alarm is raised

• Check if your mail server is properly configured. Admin -> Mailserver Settings
• Check if the notification profile is properly associated with the specific alarm  which you want to be notified about.

How to disable the alarm generated when a Mobile Client associates/disassociates with an Access Point

Disabling or Enabling of alarms can be done using the "Alarm Settings" link in the "Fault Tab", click on the category node, it will expand to show all the alarms in it. The individual alarms can be configured here.

There are frequent "One Poll Missed" and "Device clear" alarms raised on subsequent polls. How to overcome such false alarms

To set the SNMP/Telnet credentials, follow the steps below in the WiFi Manager client

• Go to Inventory-Access Points
• Search for the AP and click on the AP name
• In the AP details page look for "Credentials" link and click it
• Set the SNMP, Telnet credentials
• Click on Save
  

While trying to configure the Access point, the import of configuration from the Access point failed with one of the following message -

• "Device not reachable through SNMP with the given credentials".
• "Configurations could not be fetched. Reason(s) : Access point is not SNMP enabled (or) specified SNMP credentials are incorrect. (Modify Credentials)"

Solution:

• Click on the "Modify Credentials" link of the above message (or) go to that particular Access point's details page and click on the "Credentials" link on the top right side of the page.
• Fill in the correct values for the credentials (Read and Write community).
• Apply the changes by clicking on the save button.
• The Access point will be automatically rediscovered.
• Now try configuring the Access point.

While trying to configure Cisco IOS Access point, it fails with the following message -

• "Device not reachable through telnet with the given credentials".
• "Access point is not Telnet enabled (or) specified Telnet credentials are incorrect. (Modify Credentials)"

Probable Cause:

WiFi Manager use Telnet protocol for configuring Cisco IOS devices. The above error messages may be because of wrong telnet credentials specified in WiFi Manager.

Solution:

• Click on the "Modify Credentials" link of the above message (or) go to that particular Access point's details page and click on the "Credentials" link on the top right side of the page.
• Fill in the appropriate values for the credentials.For e.g
• User name:Cisco
• Password:Cisco
  
• If the above user is a read-only user,provide enable mode credentials.(only for Cisco IOS devices).
  
• Shell Prompt : >
  
• Enable Prompt: #
• Enable Password : Cisco
• If the user is a read-write user,enable mode credentials are not needed.(only for Cisco IOS devices)
  
• Shell Prompt : #
• Apply the changes by clicking on the save button.
• The Access point will be automatically rediscovered.
• Now try configuring the Access point.

 Firmware Upgrade fails with the error message "TFTP Service Unavailable".

WiFi Manager uses an in-built TFTP server for all the firmware upgrade requests and uses the port no. 69 to start the TFTP service. We may get the above specified error message in any of the following circumstances -

• Installing WiFi Manager in Linux and starting the product as a normal user without root user privileges can be one of the reason, because we need root user privileges to start the TFTP service at port number 69. If this is the case, shutdown WiFi Manager server and start the same by logging in as root user.
• If port number 69, required by WiFi Manager to start the TFTP service is used by another application. You can check this using the "netstat -an" command. If this is the case, shutdown the service using the port 69 and restart WiFi Manager.

The above error is thrown in the following circumstances:

While importing the firmware image into WiFi Manager, the user needs to input the vendor/model of the Access point to which this image can be applied. During the actual firmware upgrade process the model of the discovered Access Point is checked and if it does not match the model specified during import of firmware image then there is a possibility of getting the above mentioned error.

As a solution remove the image using Configuration tab->Firmware Images->Delete Button. Add the Image file with correct Access Point Type (select the type from the combo box available while importing the firmware image) and then try to upgrade the firmware.

While trying to upgrade the firmware of the Access point, it fails with the following message -

• "Device not reachable through SNMP with the given credentials".
• "Access point is not SNMP enabled (or) specified SNMP credentials are incorrect. (Modify Credentials)"

Solution:

• Click on the "Modify Credentials" link of the above message (or) go to that particular Access Point's details page and click on the "Credentials" link on the top right side of the page.
• Fill in the correct SNMP credentials (SNMP Read community and Write community).
• Apply the changes by clicking on the save button.
• The Access point will be automatically rediscovered.
• Now try upgrading firmware of the Access point.

While trying to upgrade the firmware of Cisco IOS Access point, it fails with the following message -

• "Device not reachable through telnet with the given credentials".
• "Access point is not Telnet enabled (or) specified Telnet credentials are incorrect. (Modify Credentials)"

Probable Cause:

WiFi Manager use Telnet Protocol for initiating firmware upgrade for Cisco Access Points.The above error messages may be due to wrong Telnet credentials specified in WiFi Manager.

Solution:

• Click on the "Modify Credentials" link of the above message (or) go to that particular Access point's details page and click on the "Credentials" link on the top right side of the page.
• Fill in the appropriate values for the credentials.For e.g
• Username:Cisco
• Password:Cisco
• If the above user is a read-only user,provide enable mode credentials.(only for Cisco IOS devices).
• Shell Prompt : > 
  
• Enable Prompt: #
• Enable Password : Cisco
• If the user is a read-write user,enable mode credentials are not needed.(only for Cisco IOS devices).
• Shell Prompt : #
  
• Apply the changes by clicking on the save button.
• The Access point will be automatically rediscovered.
• Now try upgrading firmware of the Access point.
  

Please send a mail to wifimanager-support@manageengine.com with the following details -

1. The vendor and the model of the Access point for which you require support in WiFi Manager.
2. MIBs supported by the Access point. MIBs will be available in the CDs shipped along with the Access point or you can get it from the vendor.
3. Execute SnmpWalk.bat/sh and attach the SnmpWalk.txt file present in the <Installation-Dir>/AdventNet/ME/WiFi Manager/bin directory.
   usage : SnmpWalk.bat <ipaddress of the ap> <snmp community> <snmpport>

If you feel doing all the above is real pain, you can alternatively give us the access (via internet) to the device for a limited period of time (couple of hours or perhaps a day). We can add the support for you.

1. Open WiFi Manager Client and traverse to Support Tab
2. Click on Create Support Information File option
3. Wait for the zip file to be created and use the Email option to send the Support Information File

Unable to Uninstall WiFi Manager

The probable reason could be some of the process may not have been stopped while you uninstalled the product. Please check the taskmanager for any Java / Mysqld processes running. If so, kill them and try to uninstall. Still if you are not able to uninstall the product, please use the InstallCleanup.exe which we can provide on request.  

Cisco Access Points getting discovered as "Unknown" devices even after giving proper SNMP Credentials

The default setting in the Cisco Access Points allow SNMP query only for the IEEE mib and not the generic mib.This is the reason why WiFi Manager could not communicate with the Cisco Access Point with the given SNMP Credentials. Follow the below steps to get it working:

• Login to your Cisco Access Point HTTP Interface
• Traverse to Services->SNMP and check if SNMP is enabled
• Click on the configured community and set the "object identifier" as iso
• Save the changes
• Open the WiFi Manager Client. Delete the device if it is already discovered.
• Add the device using Admin Tab->Add Node option.Make sure you provide the correct SNMP/Telnet credentials

3com/D-Link Associated Mobile clients not shown

For 3com/D-Link Access Points,WiFi Manager uses SNMP Protocol to discover the Access Points, but MobileClient related information are fetched through Telnet protocol. Hence to get the associated MobileClients, set proper values for  telnet credentials, by following  the below steps:

• Click on the "Modify Credentials" link of the above message (or) go to that particular Access point's details page and click on the "Credentials" link on the top right side of the page.
• Fill in the appropriate values for the credentials
  • Username:admin
  • Password:admin
  • Click on "Customize default values" and change values as
  • Shell Prompt : >
• Apply the changes by clicking on the save button.
• The Access point will be automatically rediscovered.Now check if you are able to fetch the associated Mobile user information.
  

DLink 3200 Access Point getting discovered as "Unknown" device

WiFi Manager uses SNMP protocol to discover the D-Link Access Points.SNMP is disabled in the factory default setting of the D-Link Access Point.This is the reason why WiFi Manager could not communicate with the D-Link Access Point with the given SNMP Credentials. Follow the below steps to get it working:

• Login to your D-Link Access Point HTTP Interface
• Traverse to Tools->Misc Menu
• Enable the checkbox for "SNMP Settings" status
  
• Save the changes
• Open the WiFi Manager Client. Delete the device if it is already discovered.
• Add the device using Admin Tab->Add Node option. Make sure you provide the correct SNMP/Telnet credentials

Cisco IOS Access Points security details are not properly fetched

For Cisco Access Points, WiFi Manager uses SNMP Protocol to discover the Access Points,but security related information are fetched through Telnet protocol. Hence to get the correct security information,set proper values for  telnet credentials, by following  the below steps:

• Click on the "Modify Credentials" link of the above message (or) go to that particular Access point's details page and click on the "Credentials" link on the top right side of the page.
• Fill in the appropriate values for the credentials
• Username:admin
• Password:admin 
• If the above user is a read-only user,provide enable mode credentials
  
• Shell Prompt : > 
  
• Enable Prompt: #
• Enable Password : Cisco
• If the user is a read-write user,enable mode credentials are not needed.
  
• Shell Prompt : #
  
• Apply the changes by clicking on the save button.
• The Access point will be automatically rediscovered.Now check if you are able to get the proper security details
  

My D-Link/Linksys Wireless Routers are discovered without any wireless related details like SSID, channel. Also the associated client information is not shown

For SOHO grade D-Link/Linksys Wireless Routers, WiFi Manager uses HTTP Protocol to discover the devices. Though it can identify the devices by an HTTP scan,for further inventory HTTP credentials are a must. You can input the HTTP credentials by following the below steps

• Click on the Admin Tab->Credentials link
• Go to the HTTP Credentials section
• In the "UserName and Password" section,click on "Add"
• Input the HTTP username and password. Repeat the same for all the devices in your network
  
• Apply the changes by clicking on the save button.
• Rediscover the already discovered devices.Now check if you are able to get all the wireless related details

Service sometimes won't start for the first time

When WiFi Manager is installed with the "Install as service" option, it does not start automatically immediately after installation. Check out the steps below on how you can run WiFi Manager as a service in Windows Vista:

• Manually start the WiFi Manager server by clicking on Start > Programs > ManageEngine WiFi Manager > Start WiFi Manager.
• The Discovery Wizard will start. Please provide your network and access point details in the same.
• Shut down the WiFi Manager server
• Reboot the computer
• WiFi Manager will automatically be started as a service

Error: 6080 Port already used

When you uninstall WiFi Manager and reinstall it in the same computer, you will get a error message that says "Port 6080 is already in use"

• After uninstallation, reboot the computer and delete all the old files.
• Reinstall WiFi Manager. It should work fine.

Tip: Please make sure that no other application is using the port 6080. If you continue to face the problem or are not sure, please contact us at wifimanager-support@manageengine.com.

Unable to connect to the WiFi Manager web client after restarting the service in Windows Services

When WiFi Manager is running as a service, if you stop and restart WiFi Manager via the Services console inside Administrative Tools, you may not be able to connect to the web client after the restart.

To resolve the issue, you will need to restart the computer after stopping the WiFi Manager service.

After uninstallation, some folders are not getting deleted

Sometimes, after uninstallation, you may notice that not all folders in the default installation directory (../Adventnet/ME/Wifimanager/) and the Start menu entry are not deleted completely.

To resolve this issue, please reboot the computer. You will now be able to delete all the related folders. To delete the WiFi Manager entry in the Start menu, please right-click on the WiFi Manager entry in the Start Menu and click Delete.

My WiFi Manager tray icon is missing. How do I shutdown the server?

The WiFi Manager tray icon will not be displayed in system tray in Windows Vista. To access the WiFi Manager server menu, you will need to access the menu from the Start Menu > Programs > ManageEngine WiFi Manager >

If you need any assistance, please contact our technical support team at wifimanager-support@manageengine.com. We will be happy to assist you.