Wireless Access

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Frequent Contributor I

Aruba TAC

I'm just venting here but is it me or everytime I contact TAC I feel like they think I have no idea what I'm talking about?  I had an AP-105 that was dead and they wanted me to run:

 

# show ap tech-support ap-name <AP-NAME> <AP-NAME-Techsupport.log> 

 

Now I have a AP-215 who's radios aren't turning on because of a hardware failure. My log scrolls:

Nov 22 12:38:45 :305028:  <4142> <WARN> |stm|  AP type AP-215 serial CK0084508 IP 128.180.12.150: Radio 1 BSSID is all 0s

Nov 22 12:39:22 :305028:  <4142> <WARN> |stm|  AP type AP-215 serial CK0084508 IP 128.180.12.150: Radio 1 BSSID is all 0s

Nov 22 12:40:36 :305028:  <4142> <WARN> |stm|  AP type AP-215 serial CK0084508 IP 128.180.12.150: Radio 1 BSSID is all 0s

Nov 22 12:41:41 :305028:  <4142> <WARN> |stm|  AP type AP-215 serial CK0084508 IP 128.180.12.150: Radio 1 BSSID is all 0s

Nov 22 12:42:47 :305028:  <4142> <WARN> |stm|  AP type AP-215 serial CK0084508 IP 128.180.12.150: Radio 1 BSSID is all 0s

 

They want me to run the tech support command again and controller tech command to make sure it's not software. I have over 2700 APs installed at my campus. Why would it be a software problem?  

Re: Aruba TAC

I'm really sorry to hear your experience. I do understand your point of having 2700 identical APs working fine and just one failing, I agree that there is a good possibility that this is a hardware issue.

On returned equipment that failed in a customer situation, Aruba does an analysis to find out what failed and why in order to improve the hardware and software quality. That requires a standardized output from the controller for each access-point, which is the show tech-support on the controller in this case. Hopefully, you can help TAC with that information, and in my experience, they will process a replacement pretty fast. If there is a software issue, and you can resolve it without replacing the AP  that is probably faster for you as well. TAC is committed to serving our customers at the highest levels.

 

If you, for any reason, are not satisfied with the support from Aruba TAC, please contact your local Aruba sales team and use the TAC escalation procedure as described in the TAC Quick Reference Guide.

 

 

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If you have urgent issues, please contact your Aruba partner or Aruba TAC (click for contact details).
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