Summary

Question

Customer Environment

Resolution

Support Warning Message is displayed on the ZoneDirector GUI, please verify the below :

Q.  ZoneDirector has an active Support Contract, but still there is a Support Warning displayed on the ZoneDirector GUI?

1. We need to first determine, if the Support Contract is activat and mapped to the ZoneDirector. This can be checked using,  https://support.ruckuswireless.com/asset/123456789000(123456789000 to be replaced by the 12-digits numeric serial number of the ZoneDirector) or https://support.ruckuswireless.com/tools/warranty_checker
2. Once the Support Contract is verified, we can Download the Support Entitlement File for the ZoneDirector from Support Portal.
3. Upload the Support Entitlement File on the ZoneDirector GUI >> Administration >> Support  to remove the Support Warning.

Q. I uploaded the Support Entitlement File, but I still see the Support Expiry Warning. Why?

1. Verify if the Support Expiry date updated on Ruckus Support Portal is the same as the Support Expiry Date seen on the ZoneDirector GUI >> Administration >> Support
2. The notification about the Support Expiry on the ZoneDirector GUI starts 90-days prior to the Premium Support Contract expiration. This is a reminder to renew the Support Contract.

Q. I have an Activation Code, but do not see it mapped to the ZoneDirector in Ruckus Support Portal, how do I map it?

1. The Support Activation Code can be mapped to the ZoneDirector Serial Number through the Support Portal >> Activate Purchase.
2. Once it is activated, verify the same at https://support.ruckuswireless.com/asset/123456789000 (123456789000 to be replaced by the 12-digits numeric serial number of the ZoneDirector) or https://support.ruckuswireless.com/tools/warranty_checker
3. Once the Support Contract is activated and verified, the server takes about 24 hours to generate the latest Support Entitlement File. After 24 hours from the activation, the file can be downloaded by following the steps: Entitlement File Download
4. Upload the Support Entitlement File on the ZoneDirector GUI >> Administration >> Support  to remove the Support Warning.

Q. I have two ZoneDirectors in Redundancy (RDY) / High Availability (HA) mode, does the Secondary Controller need an Active Support too? 

1. Yes, an Active Support Contract is required on the Primary and as well on Secondary Controller. If an Active Support File is missing on any one of the controllers, the Support Warning will be displayed on the GUI of the Primary Controller. 
2. To upload the Support Entitlement File on a Secondary Controller, fail over has to be carried out to get access to the GUI of the Secondary Controller and then the new Support Entitlement File can be uploaded.

Related Articles :
How to check the support contract status of Assets - https://support.ruckuswireless.com/articles/000004543
How to Download ZD Entitlement File - https://support.ruckuswireless.com/articles/000003546 

Please contact Ruckus Support for any further queries.