Summary

Question

Customer Environment

Symptoms

• Unable to view or manage your company's Ruckus assets or support contracts.

• Unable to download firmware, software, or access all premium content in the Knowledge Base.

• Upon attempting to activate a SPA code (License/ Support) or accessing certain restricted portal sections, you are redirected to the Account Link-up page.

• The Support Portal shows your account as "Guest Access."
  
   

Root Cause

Troubleshooting Steps

The Account Link-up page presents several options for you to link your guest account to your company's Ruckus customer account. Choose the option that best fits your situation:
 

Option 1: Link Up by reaching out to your Account Administrator (Existing Company Account via Invitation)

You know someone at your company (an existing Ruckus Support Portal "Account Administrator" or a user with Premium Access) who can invite you to the company account.

Steps:

1. Contact your company's Ruckus Support Portal administrator or a colleague with Premium access.

2. Request them to add you to the company account.

3. The administrator will navigate to My Support Account > Add Users (or Link Up to a Customer Account) and add your email address.

4. You will receive an email invitation from Ruckus. Click the link in the invitation email to accept and complete the linking process.

5. Once accepted, your account will be linked, and you should gain Premium Access.

Option 2: Link Up by Activation of SPA Code (Support / License Activation) when account has no existing users

Your company has recently purchased a Ruckus Support Contract or a License, and you have received a "Support Purchase Acknowledgment (SPA)" email containing a unique SPA Code that you are trying to activate from your "Guest Account"

Steps:

1. Initiate Activation: The guest user logs into the Ruckus Support Portal and navigates to the "Activate Purchase" section. The user then enters the SPA code into the designated field and submits it.

2. System Check & Redirection: The Ruckus system performs a check. It validates the SPA code, recognizes the user has "Guest Access," and identifies the SPA code is tied to a company account the guest user isn't linked to. Consequently, the system redirects the user to the Account Link-up page . This page serves as an interstitial step, informing the user that their Guest Access is insufficient for direct activation and that they need to link their account.

3. Complete Link-up and Activation:

• Follow the on-screen prompts to review the account Link-up options.
  

4. Review the purchase details, accept the terms and conditions, and associate the support contract with relevant product serial numbers (if prompted). 

5. Enter or confirm the SPA Code in the provided field (it might be pre-filled) and click Validate or Activate Purchase.

5. Confirm the activation to link your account and to complete activation.


Option 3: Link Up by Activation of SPA Code (Support / License Activation) when account has an existing Administrator 

Your company has recently purchased a Ruckus Support Contract or a License, and you have received a "Support Purchase Acknowledgment (SPA)" email containing a unique SPA Code that you are trying to activate from your "Guest Account"

Steps:

1. Initiate Activation: The guest user logs into the Ruckus Support Portal and navigates to the "Activate Purchase" section. The user then enters the SPA code into the designated field and submits it.

2. System Check & Redirection: The Ruckus system performs a check. It validates the SPA code, recognizes the user has "Guest Access," and identifies the SPA code is tied to a company account the guest user isn't linked to. Consequently, the system redirects the user to the Submit Link-up page. This page serves as an interstitial step, informing the user that their Guest Access is insufficient for direct activation and that they need to be approved by the existing Administrator.


 

3. Complete Link-up and Activation:



4. Email is sent to the existing Account Administrator
5. Administrator navigates to the email link --> Is redirected to Support Portal --> Allows/ approves new user to join the account.



6. New user is now associated to the account. 

Workaround

For immediate assistance, limited access to certain features (e.g., creating administrative inquiries about account linking or RMAs for warranty claims), you can proceed with "Guest Access." However, this does not grant full Premium functionality on Asset Management and Activation of your Purchase.

You may reach out to Ruckus Customer Support for assistance. 

Resolution

Once you successfully complete one of the "Link Up" methods described above, your Ruckus Support Portal account will be upgraded from "Guest Access" to "Premium Access" (If your account has an active Support Entitlement) or "Warranty Access" if only a product warranty was registered or active.

With Premium Access, you will be able to:

• View your company's registered Ruckus products and their details.

• Access and manage your company's active support contracts.

• Download the latest software, firmware, and release notes for your entitled products.

• Access the complete Ruckus Knowledge Base with all technical articles.

With Warranty Access, you will be able to:

• View your registered guest account and submit a Administrative / Technical Case.

• Access to limited Ruckus Knowledge Base and Software downloads

Allow a few minutes for the system to update your account status. If you experience persistent issues after following these steps, please contact Ruckus Support (you can use your Guest Access to submit an administrative inquiry for account issues if needed).

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