File upload through the SmartZone ChatBot Interface isn't working

Summary

When trying to upload the logs to through the ChatBot interface of the SmartZone.

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 above

Symptoms

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:

chatbot

Uploading Snapshot shows the upload finished, but no file will be uploaded to the case:
chatbot2

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:
June 24, 2024 12:30 PM (6 months ago)

Tags:
Configuration, Troubleshooting, Known Issues and Workarounds, SmartCell Gateway

Votes:
0

This article is:
helpful
not helpful