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Trouble opening a case through link on Airheads

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  • 1.  Trouble opening a case through link on Airheads

    Posted Aug 28, 2015 04:48 PM

    I just followed the link (as I always do) to open a ticket and after dutifully filling in the blanks, click 'Submit' and the page reloads, but doesn't move on to actually open a case.

     

    I was going to assume that it was just me, but saw in another threat that someone else had the same experience.

     

    I know Firefox released an update this morning (or at least my browser niticed it and upgraded this morning) so that may well be it.

     

    Any one else got the problem?



  • 2.  RE: Trouble opening a case through link on Airheads

    Posted Aug 29, 2015 12:34 PM

    I myself always call in my cases OR use the email option.  support@arubanetworks.com and they will open the case for you in a matter of minutes.



  • 3.  RE: Trouble opening a case through link on Airheads

    Posted Aug 31, 2015 11:58 AM

    I have several ways I can open a case, I just use the web page so that all the data TAC will ask for is already entered (they usually ask anyway - sigh.) and when I noticed others had the same problem I figured a thread on the topic would be a good place to see if anyone else was seeing the problem.

     

    So, am I the only one (actually I found two others who mentioned it in other threads) who's had an issue submitting a ticket in the support site?

     

    I'm running firefox 40.0.3 on Windows 7



  • 4.  RE: Trouble opening a case through link on Airheads

    Posted Oct 06, 2015 11:48 AM

    Matthew, thank you... I'm experiencing exact same frustration.

     

    You know you're in trouble when the support form is convoluted...

     

    capture.52+.png



  • 5.  RE: Trouble opening a case through link on Airheads

    EMPLOYEE
    Posted Oct 06, 2015 11:50 AM
    Major and minor version are tied to the product you're opening a ticket on..



    Site and partner ref ID are optional for your reference.


  • 6.  RE: Trouble opening a case through link on Airheads

    Posted Oct 06, 2015 11:52 AM

    My problem is still ongoing. TAC has contacted me a few times to test, and it continues not to proceed when I click 'submit'



  • 7.  RE: Trouble opening a case through link on Airheads

    EMPLOYEE
    Posted Oct 06, 2015 11:53 AM

    msabin,

     

    Please let us know if you are having problems opening cases via email while they zero in your issue.



  • 8.  RE: Trouble opening a case through link on Airheads

    Posted Oct 06, 2015 11:55 AM

    No problem with e-mail or cases opened through the support.arubanetworks.com page, just the links here on Airheads.



  • 9.  RE: Trouble opening a case through link on Airheads

    Posted Oct 06, 2015 01:03 PM

    Also was using Firefox, Win7.

    But I just tried filing a case through Chrome, and same non-result.

     

     



  • 10.  RE: Trouble opening a case through link on Airheads

    EMPLOYEE
    Posted Oct 06, 2015 01:14 PM

    Sorry for the trouble, Let me look into it.



  • 11.  RE: Trouble opening a case through link on Airheads
    Best Answer

    Posted Oct 29, 2015 04:38 PM

    Got the notice from TAC: "Our IT Team has updated that the software issues have been fixed."

    I tested and it's working correctly (actually faster than before)!!

     

    Yay!



  • 12.  RE: Trouble opening a case through link on Airheads

    Posted Oct 06, 2015 11:53 AM
    Thanks Cappalli...
    I think my point is that a site with good UX doesn't let the user wonder...
    but thanks for your help.


  • 13.  RE: Trouble opening a case through link on Airheads

    EMPLOYEE
    Posted Oct 06, 2015 11:51 AM
    @the.sleeper wrote:

    Matthew, thank you... I'm experiencing exact same frustration.

     

    You know you're in trouble when the support form is convoluted...

     

    capture.52+.png

    the.sleeper,

     

    Please let us know what fields are convoluted.  Just like ascott said above, you can just send an email and we will open it up for you.  The fields you show us allow us to track specifics about cases.