What information needs to be collected to report FlexMaster issues?

Summary

This article explains information that need to be collected and how to collect it to report any FM issues to Ruckus Support.

Question

What information need to be collected before I report any issues regarding the FlexMaster?

Customer Environment

FM managing ZoneDirectors or standalone APs or P-to-P bridges.

Resolution

FM management is pretty simple and straightforward. Most of the time the logs and error messages on both ends (FM and ZD/AP/P-to-P bridge) will be enough to give a clue on what went wrong.

In case you further need help user guides, forums, and KB articles can be used to diagnose the root cause.

If nothing works, you can always approach Ruckus Support. Please do check following parameters before opening a case:
1. Available licenses. This can be checked under Administer --> License page.
2. Firmware version. This can be checked under Administer --> Support page. Ideally this should be same or higher than device versions it is managing.
3. Proper ports are opened for device upgrades, device management, pushing configuration changes, and sending out email alarms.
4. Validity period of ZD's certificate if it is managed by FM.
5. User permissions and device groups they can manage.
6. For Dashboard widget issues, remove all widgets first and start adding with the widget you see issues with.
7. Use the "View Log" button on the Administer --> Support page to see if it gives any clue. You can view through current and old logs using the dropdown list.

If you have to open a case please include following details:
1. Time of issue occurrence
2. Relevant screenshots
3. Download "Full Logs" from the Administer --> Support page.

Article Number:
000004720

Updated:
June 16, 2015 11:41 PM (over 9 years ago)

Tags:
Troubleshooting, FlexMaster

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