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

Aruba Employee
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
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Last update:
‎07-02-2014 01:33 PM
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Adding to this article:


Aruba Networks Technical Support Case Opening Guidelines.



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