Summary

Question

Customer Environment

Root Cause

Workaround

Resolution

For Resellers:

• If you have an active contract on one of the products that belong to you or your end users, you should have Premium Access on the Support Portal.
• If you encounter a Premium Error, please contact Ruckus Customer Support.

Activating Support for Customers:

• Activation is usually automatic if you provide the customer's email address while placing a Purchase Order (PO). An activation email is sent to the customer upon order receipt, allowing them to register for an account on support.ruckuswireless.com.

For End-Users During the 5-Month Limited Software Warranty:

• You can elevate your account to Premium status during the 5-month software warranty by registering your products for warranty. The warranty period starts from the date Ruckus ships the unit to the distributor. This registration provides full access to the site for the remainder of your warranty period.

Issues Downloading Firmware or Accessing KB Articles:

• If you have purchased a support contract and are logged in but receive a warning when trying to download firmware files for ZD/vSZ/SCG/SZ or access certain KB articles, this indicates that your login account is not properly associated with your devices and entitlement permissions.

Steps to Resolve Missing Support Purchase Acknowledgement (SPA) Email:

1. Ensure that your firewall is not blocking emails from @ruckuswireless.com.
2. Check your junk/spam email folder.
3. If the email is still not found, open a case with us.

Contact Us for Assistance: If you believe you have a warranty or contract for your devices but need access to software updates, cannot view the product under Asset Management, or need Premium Knowledge Base access, please contact us with the following information:

• Your account (login) name.
• The serial number and model of any devices you would like associated with your account.
• Sales Order or Purchase Order Number from Ruckus.
• Support Activation code sent by Ruckus.
• The name of your reseller.

We will respond promptly to set up your account properly.