Why is there a message about support expiration, even when the support is active on the ZonDirector?

Summary

The ZoneDirector serial number shows there is a valid Support Entitlement, but on the ZoneDirector GUI a support warning message is displayed

Question

Why is there a message about support expiration, even when the support is active on the ZonDirector?

Customer Environment

Support expiry warning message on the ZoneDirector GUI ZD1100 ZD1200 ZD3000 ZD5000

Workaround

Please contact Ruckus Customer Support for any further queries. 

Resolution

Q. The ZoneDirector has an active support contract, but why is a support warning displayed on the ZoneDirector GUI?

  1. We need to first determine if the support contract is activated and mapped to the ZoneDirector. This can be checked at https://support.ruckuswireless.com/asset/123456789000(123456789000 to be replaced by the 12-digits numeric serial number of the ZoneDirector) 

  2. We can see the active support on ZoneDirector GUI, under Administration -> Support

  3. Once an active support is verified, we can download the Support Entitlement file for the ZoneDirector from support portal and have it uploaded on the ZoneDirector GUI, to remove the support warning


Q. I uploaded the support file, but I still see the Support Expiry warning. Why?

  1. Verify if the support expiry date updated on Ruckus Support portal is the same as the Support Expiry Date seen on the ZoneDirector GUI ( Administration -> Support)

  2. The notification about the support expiry on the ZoneDirector GUI starts 90-days prior to the premium support expiration. This is a reminder to renew the support.

 

Q. I have an activation code, but do not see it mapped to the ZoneDirector in Ruckus Support website, how do I map it?

  1. The support activation code can be mapped to the ZoneDirector SN at Activate Purchase. Once it is activated, verify the same at https://support.ruckuswireless.com/asset/123456789000 (123456789000 to be replaced by the 12-digits numeric serial number of the ZoneDirector)

  2. Once the support is activated, the server takes about 24 hours to generate the latest support file. After 24 hours from the activation, the file can be downloaded by following the steps: Entitlement File Download


Q. I have two ZoneDirectors in Redundancy (RDY) / High Availability (HA) mode, does the secondary controller need an active support too? 

  1. Yes, an active support is required on the Primary and as well on Secondary controller. If an active support file is missing on one of the controllers, the support warning will be displayed on the GUI of the Primary controller. 

  2. To upload the support file to a secondary controller, fail over has to be carried out to get access to the GUI of the secondary controller and then the new support file can be uploaded

Article Number:
000004224

Updated:
October 30, 2018 12:06 PM (almost 2 years ago)

Tags:
Configuration, Installation, Support License Activation, Registration, ZoneDirector

Votes:
0

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