Troubleshooting Residual Issues on Non-GW Switches

guidance for customers & partners when activation fails on non gw switches scope this guide applies only to non gw switches gw devices are automatically handled by the nav device update flow and do not require manual action overview of known residual issues (non gw only) some non gw switches may not complete cloud activation automatically due to issue a stale bringup json on the switch a leftover bringup json file may block cloud connectivity during first bring up issue b nsw1000 hw 3 1 icos not booting certain nsw1000 units with hardware version 3 1 may fail to start the icos subsystem, leading to activation failure issue a old bringup json exists on the switch symptoms if a device fails to connect to cloud on its first bring up, a stale bringup json may be the cause how to diagnose & resolve 1\ detect stale bringup json run the “switch – cleanup sequence 9 (clear gw config)” command via nva troubleshooting this check completes within 5 seconds a true output indicates a stale file exists 2\ remove stale bringup json if detection returns true, run “switch cleanup sequence 9 (clear gw config)” again to perform the cleanup action safe to run anytime a device reboot is recommended after cleanup 3\ reboot the device use the "6 1 1 12 switch cleanup sequence 12 reboot" command sequence to reboot the device expected result after cleanup and reboot, the switch should be free to re attempt cloud connectivity normally issue b nsw1000 hw 3 1 icos not booting symptoms device not connecting to cloud during activation led blinking blue continuously fans running at full speed usually observed on hw version 3 1 caused by a mismatch in sw/hw expectations how to diagnose & resolve run all commands via the nav troubleshooting step 1 confirm hardware version check the switch pull out asset tag, or run ble “hw version” command if version = 0x15, device is hw 3 1 step 2 verify icos status run the “verify icos status” command if icos status = active → no fix needed; continue activation if icos status ≠ active → proceed to step 3 step 3 apply icos fix (only if icos not active) run the command “nsw1000 fix icos hw 3 1” (updated command name) this updates the icos launcher condition required only on hw 3 1 units this automatically reboots the device as well step 5 re verify icos after reboot run the “verify icos status” command again expected state = active expected result after verifying icos status as active and reboot, the switch should be free to re attempt cloud connectivity normally quick action summary action command name when to use expected outcome detect stale bringup json switch – cleanup sequence 9 (clear gw config) activation failing on first bring up returns true if stale file exists remove stale bringup json switch – cleanup sequence 9 (clear gw config) if detection returned true stale file removed; reconnect after reboot verify icos status verify icos status nsw1000 activation failure symptoms confirms whether icos is active fix icos on hw 3 1 nsw1000 fix icos hw 3 1 icos status not active on hw 3 1 fix applied; device reboots and icos initializes reboot device 6 1 1 12 switch cleanup sequence 12 reboot reboot device after applying both updates reboots the device please contact nile support in case of any further issues