How to update the support contract when its not reflecting after activation?

Summary

On rare occasions the support contract will take time to get updated or does not get updated even after the activation on the Ruckus Support Portal is completed.

Question

How to update the support contract when its not reflecting after activation?

Customer Environment

All Ruckus Customers

Troubleshooting Steps

There is no need to panic when you are unable to view the status of the support contract even after activating it on the Ruckus Portal.
This happens on very rare occasions and could be due to possible temporary issues either with the Ruckus Support portal or the browser etc. 

Note: If the Support activation is for Smart Devices (vSZ/SZ/Ruckus Cloud/SCI) directly contact us.

Basic Checks that need to be done when this happens are as follows.

  • Most of the activation/renewals would have been automatically activated for the hardware products since the SN is provided while placing the order, so you might have not received a confirmation when you are activating the support but the asset would have the status updated, check the status once by going to Asset management

  • Select Assets -> Select Hardware Summary (img.1) -> Select the Model (use Search or select the product from list img.2 -> followed by the SN of the Unit (Use Search or click on SN from list img .3)
     

            User-added image 

            User-added image

            User-added image
  • If you are not able to view the support under the Support entitlement section (img.4), this needs to be updated


              User-added image

Workaround

There is no work around, so please contact Ruckus Customer Support

Resolution

If you are not able to view the status on the Asset management section and since using the same activation code to activate the support contract does not work, we will update it from our end, so please contact us

Article Number:
000004928

Updated:
October 29, 2018 04:10 PM (over 1 year ago)

Tags:
Website Services, Support License Activation, Registration, Ruckus Support Services

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