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Troubleshooting AP6 access points

How to troubleshoot common issues with AP6 access points.

Logs

The logs provide insight into issues on your access points. You can see and collect the access point logs in the following ways:

  • CLI: You can see the log entries in the CLI using the show status log command. See log.
  • GUI: You can see the log entries in the GUI and download the logmsg.log file. See Log.
  • Sophos Central: You can collect the complete logging data from AP6 access points and download it from Sophos Central. See System logs.

Hardware troubleshooting

The access point LED is flashing or isn't green.

The LED color and behavior show the status of the access point. See AP6 series LED behavior.

Connectivity troubleshooting

The access point's Config status in Sophos Central is Offline.

An access point appears Offline if it can't communicate with Sophos Central. Make sure the access point can connect to the internet and that your network meets the domain and network requirements for access points to communicate with Sophos Central. See Domain requirements.

Can't access the local UI.

If you can't connect to the local UI for the access point, it may be for one of the following reasons:

  • The access point hasn't received an IP address from the DHCP server. Make sure the DHCP server is configured correctly and the access point can receive an IP address from it.
  • The access point has insufficient power. Connect the access point to power-sourcing equipment that meets its PoE requirements. See AP6 power requirements.
  • STP is turned on in the uplink switch. Turn off STP and reconnect to the access point.

Sophos Central troubleshooting

AP did not connect to cloud within the timeout.

The access point didn't connect to Sophos Central within the 15-minute registration window. If you can't register the access point with Sophos Central, it may be for one of the following reasons:

  • You need ports 443 (HTTPS), 80 (HTTP), and 123 (NTP) open to all internet servers. Otherwise, the access points can't connect. Make sure the access point can connect to the internet and try again.
  • The time on your access point may be incorrect. Go to Management > Date and time and make sure your access point's settings are correct.

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