What is "The support entitlement file is missing or invalid. Please contact Ruckus Support for further assistance" on the ZoneDirector?

Summary

Customer gets support missing, expired or invalid warning message on the ZoneDirector GUI when trying to upgrade the firmware

Question

What is "The support entitlement file is missing or invalid. Please contact Ruckus Support for further assistance" on the ZoneDirector?

Customer Environment

All Ruckus ZoneDirector models

Troubleshooting Steps

The customer is facing a support entitlement or support file related error when upgrading the Zone Director firmware. The Zone Director can be set as a single controller or could be part of Redundancy (RDY)/ High Availability (HA).

Workaround

Please contact Ruckus Customer Support for further assistance

Resolution


The message "The support entitlement file is missing or invalid. Please contact Ruckus Support for further assistance" is seen on the Zonedirector, when the customer try upgrading the controller from => 9.8 firmware version

This message is seen on the following models :
ZD1100
ZD1200
ZD3000
ZD5000
  1. What is the reason for this warning?
    There is a build-in feature enabled on all the ZOneDirectors from 9.8 firmware version.
    Upgrading a ZoneDirector to a firmware above 9.8 requires the controller to have an active Entitlement / Support File on it. If the controllers are in Redundancy (RDY)/High Availability (HA), both the controllers need to active support file on them. 

  2. How to determine if the controller is mapped to support contract?
    You can find the support information by going to https://support.ruckuswireless.com/asset/123456789000
    (123456789000 can be replaced by the 12-digits numeric serial number of the Zone Director) 

  3. How do I get the new Entitlement/Support File for the ZoneDirector?
    If the ZoneDirector has active support contract (Follow the step mentioned in pointer 2 to check the support contract), you can proceed with the entitlement download from Ruckus support portal

    Please refer article Entitlement File Download to download a file

    NOTE: For Zone Director in Redundancy (RDY)/ High Availability (HA), 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. 

  4. I have renewed the support, but do not see the new dates in Ruckus Support Portal link. What should I do?
    If you have purchased support contract on the controller, you should receive Support Purchase Acknowledgement (SPA) email from Ruckus/Disti/VAR for your order.

     Please activate the support contract by following the instructions mentioned in the SPA email and map it to the ZoneDirector serial number. (Need help with support activation? - Have a look at How to activate support/service contact?)

    Once the support is activated, the server takes about 24 hours to generate the latest support file. So, give it about 24 hours of time and download the support file by following the steps: Entitlement File Download

    NOTE: Can't wait for 24 hours? - You can always get in touch with Ruckus Customer Support team to get a 24-hour temporary entitlement file.

Article Number:
000008520

Updated:
November 01, 2018 10:48 AM (about 1 year ago)

Tags:
Performance, Firmware, Website Services, Downloads, Support License Activation, Registration, ZoneDirector

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