File upload through the SmartZone ChatBot Interface isn't working
Summary
This article explains the troubleshooting steps to follow when file uploads through the SmartZone ChatBot interface are not working.Question
I am trying to upload the logs to through the ChatBot interface of the SmartZone and I an get error "Upload Failed". Why is that happening?Customer Environment
Ruckus SmartZone Running 7.0 and aboveSymptoms
Ruckus Chat bot offers file upload option from SZ 7.0 Release. However, when trying to upload the logs, the logs upload fails.
Steps:
1. Create a v/SZ 7.0 Instance and open a ticket using ChatBot interface
2. Generate a config backup of the SZ and try to upload. The Backup will be created successfully, but the upload will show a failure:
Troubleshooting Steps
Tried to upload the SupportInfo logs or Config Backup File by using the ChatBot Tool and received an error message "Upload Failed:
Uploading Snapshot shows the upload finished, but no file will be uploaded to the case:
From the Web-Critical Logs we noticed an exception:
2024-04-11 22:49:43,463 Web[wsg-exec-21] ERROR c.r.s.a.s.ConfigurationBackupRestoreBS - Error: Upload to Customer support failed. Message: java.net.UnknownHostException: tdi.ruckus.support
2024-04-11 23:39:25,618 Web[wsg-exec-1] ERROR c.r.s.a.s.ApplicationLogStatusBS - Error: Upload to Customer support failed. Message: java.net.UnknownHostException: tdi.ruckus.support
Resolution
From the exception, we noticed that SZ cannot resolve "tdi.ruckus.support" while performing the DNS Query. In order to upload the logs to the Support Portal, SmartZone Controller must resolve "tdi.ruckus.support".In this case, SZ was using a local DNS Server which could only resolve internal networks.After changing the DNS Server to Public DNS, file upload succeeded.
Article Number:
000014332
Updated:
January 27, 2026 07:11 AM (2 months ago)
Tags:
Configuration, Troubleshooting, Known Issues and Workarounds, SmartCell Gateway
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