topic Re: Prime 3.10.4 heatmaps not working correctly in Wireless

Prime 3.10.4 heatmaps not working correctly

ltodd2 — Mon, 22 Sep 2025 15:42:08 GMT

We are in the middle of migrating from an old 5520wlc to a 9800. Only a few sites have been migrated so far but we have spotted an issue in prime heatmaps. It seems a random number of AP's will show any kind of coverage on the map while others show nothing but the AP's are working and hovering over it will show all its neighbors etc.

We have a site thats using the 9124 APs and most seem to be showing some kind over coverage. Got 2 others sites that were migrated over and is using 2802 and 1542I AP's and is probably 50% show showing.

Prime is on PI 3.10.6 Security Update 02 System Patch and the wlc is 17.12.4. Im not finding anything online about this. Below example of what we are getting. Anyone any ideas?

Re: Prime 3.10.4 heatmaps not working correctly

David Ritter — Mon, 22 Sep 2025 16:11:02 GMT

I think it might be a telemetry issue. eventually I can do a recompute and they return. also noted that clients don't populate without an MSE. Q, how did you get your Prime to say 3.10.4 .. Mine says 3.10.2 with the same updates?

Re: Prime 3.10.4 heatmaps not working correctly

Amniclave — Mon, 22 Sep 2025 18:47:28 GMT

Yeah, this looks like a Prime/9800 sync hiccup. Quick things to try: re-add the controller in Prime, double-check APs have coordinates on the map, and run a heatmap refresh. If that doesn’t clear it, it’s probably a version bug — TAC can confirm. Same deal as SR Blinds: once everything’s aligned, the view looks the way it should.

Re: Prime 3.10.4 heatmaps not working correctly

ltodd2 — Tue, 23 Sep 2025 08:59:07 GMT

Hi David

Recompute does not seem to work dfor us. We have all the patches and updates on and if you look under about prime infra it will show the patches but the version is displayed as 3.10.2. I read somewere that this is correct.

Re: Prime 3.10.4 heatmaps not working correctly

ltodd2 — Tue, 23 Sep 2025 09:00:29 GMT

Hi Amniclave

I will give this a go but do you know if remving the wlc from prime and readding will break all the maps and need the APs re-adding to maps?

Re: Prime 3.10.4 heatmaps not working correctly

Haydn Andrews — Wed, 24 Sep 2025 02:57:33 GMT

is the 9800 managed by DNAC by any chance?

Re: Prime 3.10.4 heatmaps not working correctly

ltodd2 — Wed, 24 Sep 2025 07:34:15 GMT

No its not. We have the 9800 and prime 3.10. replacment for prime is being looked at but not there yet

Re: Prime 3.10.4 heatmaps not working correctly

ltodd2 — Tue, 21 Oct 2025 10:01:22 GMT

Ive not managed to get this working yet. i went to go and readd the wlc and noticed that if i edit the current connection and click verify creds the https one fails every time. ive checked the user and its ok and can log into the wlc with it, even put my details in that i use every day on the wlc and that fails, ssh, snmp all pass ok.

Could this have anything to do with it and if so any ideas how to fix or what its complaining about.

Re: Prime 3.10.4 heatmaps not working correctly

David Ritter — Thu, 23 Oct 2025 17:10:59 GMT

No the maps are stored in Prime and in the app backups. So periodically deleting and readding the WLC is useful. A Prime reinstall before restore will leave you empty.

Re: Prime 3.10.4 heatmaps not working correctly

ltodd2 — Fri, 24 Oct 2025 13:55:15 GMT

Thanks for the reply. Ive just tried and still no joy from all the AP's. all show online and the are all working as its been checked from site. Just prime will not show the heat map for all of them. Just migrated another site the other week which was on our old version of prime connected to an old wlc which was all working and all AP's showed heatmap. Onto the wlc and new prime and same issue some do some dont.

Re: Prime 3.10.4 heatmaps not working correctly

pieterh — Sun, 02 Nov 2025 13:33:40 GMT

when migrating to the 9800 you will need different licences ?
check that you have sufficient licenses for the number of access points on the corresponding controller!

keep in mind here:
You can order Cisco 5500 Series Controllers with support for 12, 25, 50, 100, 250 or 500 access points as the controller's base capacity. You can add additional access point capacity through capacity adder licenses available at 25, 50, 100 and 250 access point capacities.

the 9800 WLC however does not use controler based license.
Each AP connected to the Catalyst 9800 WLC requires one license for both the "AIR Network" and one for "AIR DNA".

Re: Prime 3.10.4 heatmaps not working correctly

ltodd2 — Mon, 03 Nov 2025 16:08:27 GMT

Ive just double checked and the wlc license is all good. On prime prime infra license is good showing its happy, however i did notice under controller license it shows as 0. All license type jobs are running and show as green. not sure if this means anything or not.