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Extreme Wireless WiNG - What should I collect before I open a case with GTAC?

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TitleExtreme Wireless WiNG - What should I collect before I open a case with GTAC?
Question
What should I collect before I open a case with GTAC?

 
Environment
  • WirelessWiNG
  • WiNG v5
  • WiNG v4
  • WS5100
  • RFS6010
  • RFS7010
  • RFS4010
  • NX9XXX
  • NX75XX/NX75XX-E
  • NX65XX/NX45XX
  • NX55XX/NX55XX-E
  • AP8432
  • AP8533
  • AP82XX
  • AP75XX
  • AP7522-E
  • AP76XX
  • AP71x1
  • AP65xx
  • AP650
  • AP62x
  • AP8132
Answer
  1. Did you search for your issue in GTAC Knowledge Base?  https://gtacknowledge.extremenetworks.com/
  2. Did you research the release notes for the latest available firmware to see if your issue has already been resolved in a later firmware revision?
  3. Collect the serial number(s) of the WiNG product(s) that you need help with.   The serial number(s) will be used to verify entitlement for support.
  4. Clearly define the symptoms and issue that you are experiencing
    • What are the symptoms?
    • When did the issue first start to occur?
    • Can you replicate the issue, or is it totally sporadic?
    • How frequent is the issue?
    • How wide spread is the issue?
    • What is the business impact?
    • When the issue occurs, is there a known workaround in order to temporarily mitigate the issue?
    • What have you done so far in an attempt to isolate or debug the issue?
  5. Clearly define the WiNG topology
    • What WiNG controller and access point models are involved (model numbers and quantities)?
    • What WiNG firmware version is currently running on the equipment?
    • Is there a single WiNG controller or a cluster?
    • Is this a single site, a campus, or a NOC deployment?
    • Are the access points adopting over Layer 2 or Layer 3?
    • Is the deployment utilizing MiNT Level 1 or MINT Level 2?
    • Are the WLANs bridged locally at the access points or tunneled back to the controller?
  6. Collect tech-supports from the affected WiNG systems, including affected controllers and access points.  If you have multiple WiNG controllers in a cluster please collect tech-supports from both controllers.   If the issue is occurring at a remote site you should also collect a tech-support from the rf-domain manager access point for that remote site.  What is role of RFDM for rf-domain?.   In most cases collecting the tech-support while the issue is occurring, or sometime shortly after the issue has occurred is most beneficial.  How to Collect a Tech Support file from WiNG Wireless Controllers and/or Access Points
  7. Some scenarios will require additional data in order to debug the issue further.   Below are some example scenarios along with some data collection instructions that may be helpful.
    1. ​Data collection for Wireless Client connectivity issues.
      • Enable debug logging from the CLI of the WiNG controller or Virtual Controller.
        • enable
        • self
        • logging on
        • logging buffer 7 
        • commit write
      • When a client experiences an issue, document the make and model of the wireless client, MAC Address of the client, the time the issue occurred, and a description of the issue from the end user's perspective.
      • Once this has been documented, collect a tech-support from the Wireless WiNG controller.  The debug logs will be contained within the tech-support file. How to Collect a Tech Support file from WiNG Wireless Controllers and/or Access Points
      • Wireless packet captures can also be useful in debugging client connectivity issues.   The WiNG operating system is capable of collecting the packet capture and outputting the file to an external source.  How to collect WiNG wireless packet capture
      • WiNG also offers a number of debug functions that are useful in diagnosing a variety of issues.   For client association, authentication, and connectivity issues, please reference article How to collect WiNG wireless syslog 
    2. Wireless coverage issues or concerns 
      • If you are using the Smart-RF feature within WiNG to automatically configure the channel and power settings of your Wireless WiNG access points, a Smart-RF report can be collected.   This report is extremely useful in understanding the health of the RF environment where the WiNG access points are deployed.   The Smart-RF report can help identify coverage concerns (too much or too little), as the presence of interference.  How to Collect a Smart RF report from WiNG Wireless Controllers and/or Access Points
      • If a site survey was performed prior to or after the installation of the WiNG infrastructure please present that to GTAC along with the Smart-RF report.
  8. Opening a ticket with GTAC - How to contact Extreme Networks Global Technical Assistance Center (GTAC)
Additional notes

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