I can't download ZoneDirector software updates - I see a warning

Summary

I registered for an account on support.ruckuswireless.com, I activated it per the email I received, and I logged in. I get a warning message that I need Premium access when I try to download.

Question

I can't download ZoneDirector software updates - I see a warning

Customer Environment

N/A

Root Cause

The account does not have proper entitlement set. This could be due to no contract, no warranty, or no devices with warranty/contract associated with the account.

Resolution

New! If you want to upgrade the software/firmware on an AP only (i.e. are not using a ZoneDirector), we've recently improved this process so you do not need a login to our support portal. Just follow these simple steps for upgrading using the Local option after downloading the AP firmware from our FTP server.

If you are a reseller, support is provided with your NFR (Not For Resale) kit. If that support has expired, please contact cservice@ruckuswireless.com.

If you are trying to activate support for one of your customers - this is normally automatic if you provided the email address of the customer when you placed the sales order*. When we receive the order we send an activation email to that address which allows the customer to create their fully provisioned support account. 

If you are an end-user trying to get software updates during your 90-day limited software warranty: 
You can elevate your account to Premium status during your 90-day software warranty by registering your product at https://support.ruckuswireless.com/register. This will prove full access to the site for the remainder of your warranty.

If you have purchased a support contract, logged in, but get a warning when you try to download ZoneDirector updates or access certain KB articles, then this is an indication that we don't have your login account properly associated with your devices and the associated entitlement permissions. 

*Ideally, when you purchased support, your reseller provided us your email address. When we process that order, you should have received a Support Purchase Acknowledgement (SPA) email containing a link to register your account against your products. 

If you did not receive this email:
  1. Check to make sure that email from @ruckuswireless.com and @ruckusrenewals.com is allowed through any junk mail or spam filters. 
  2. Check your junk/spam email folder.
  3. If you can't find the email, follow the instructions below for opening a case.

If you feel you have warranty or a contract for your devices and need access to software updates, and premium KnowledgeBase access, please contact us with the following information:

Your account (login) name
The serial number and model for any devices you would like associated with your account.
The name of your reseller

We will respond as quickly as possible to get your account set up properly. We are also working on reducing the underlying causes of this situation.

If you have an emergency need for software updates to resolve a system outage, please indicate so in your message.

 

Article Number:
000001332

Updated:
April 08, 2015 02:37 PM (over 4 years ago)

Tags:
Installation, All

Votes:
1

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