What do I send to Aruba when I open a case?

Aruba Employee

Product and Software: This article applies to all Aruba controllers and ArubaOS versions.

 

When you open a case with Aruba CA, provide the following information:

 

Customer Details

 

Name, address, email, phone number, preferred contact method (email or phone)

 

Aruba Products

 

Controllers: model #, serial #, software version

 

Access Points (AP): number of APs, model(s)

 

Type of Problem

 

  • Support account
  • Licensing / software
  • ArubaOS / MMS / ECS version
  • Controller-related: redundancy/routing/authentication/RF-related
  • Client-related: RF-related connectivity/authentication
  • Network status: network problem description, problem description summary (to be entered as part of the case title)
  • Number of clients impacted: client types, client OS version, service pack level, connection package

 

Issue this command on the controller, and send the output to Aruba:

 

tar logs tech-support

Version history
Revision #:
1 of 1
Last update:
‎07-02-2014 01:33 PM
Updated by:
 
Labels (1)
Contributors
Comments

 

Adding to this article:

 

Aruba Networks Technical Support Case Opening Guidelines.

 

https://support.arubanetworks.com/Portals/0/uploads/614/Aruba_Networks_TAC_Case_Guideline.pdf

Search Airheads
cancel
Showing results for 
Search instead for 
Did you mean: 
Is this a frequent problem?

Request an official Aruba knowledge base article to be written by our experts.