2012 ah apj top 10 tips from aruba tac

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  1. 1. CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved 1 TOP 10 TIPS FROM ARUBA TAC Presented by Name Aruba Networks March 2012
  2. 2. CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved 22 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved Foreword
  3. 3. 3 3 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved Before you open a ticket Check online resources such as Airheads forum Aruba Knowledge Base Aruba validated reference designs (VRDs) Software Release Notes Pre-empt the support info requests Be ready to supply tar logs + tech support Best to attach it to the ticket, or, send it once ticket is assigned to engineer Dont attach to original support request email Console output for RMAs (or a reason why there is none)
  4. 4. 4 4 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved Before you open a ticket Delays to case resolution Lack of controller logs or logs taken too long after the issue Controller can only store fixed amount of logs, the higher the logging verbosity, the shorter that time is Logs from other points, such as IAS/NPS or client did it work before or new config ? Try to simplify the issue Does the simple case work ? Remove any tweaks and optimisations that might be clouding the issue, or, put up a default virtual AP for testing (if possible) Sometimes config is over optimised/tweaked
  5. 5. CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved 55 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved The Countdown
  6. 6. 6 6 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved The Top 10 Countdown Airwave Amigopod RMA Alphabet Soup (RMA,LLW,RTF,NBD) Upgrading to Release 6.1.x Upgrading RAPs to Release 6.1.x Controller under stress Mesh Client connectivity and performance issues Common misconfiguration Best practice optimisations/tweaks
  7. 7. 7 7 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #10 Airwave Software now on Aruba site in Downloads area Support via support@arubanetworks.com support@airwave.com deprecated Evaluation licenses now self administered via licensing.arubanetworks.com 3 x 30 day eval licenses log a support ticket if any issues Airwave TAC escalation time-zone slightly outside of APAC time-zones (especially NZ + East coast AUS in GMT+10 or higher)
  8. 8. 8 8 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #10 Airwave Airwave software release is rapid - need to stay current shell based upgrade if Airwave connected to internet local file upgrade if not. Supportability There is a double license count issue for the virtual controller AP when using Aruba Instant APs contact support to get extra" licenses, to be fixed in Airwave 7.5 Airwave syslog should be used for small to medium size networks only Airwave support often ask for remote access to troubleshoot, be ready for that Ensure that Airwave AMON feature is not enabled on ArubaOS lower than 6.x (conf t no mgmt-server type amp)
  9. 9. 9 9 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #9 Amigopod Support is handled via the Airwave team Previous comments about time-zone, support etc. apply. MDPS require solid understanding of certificates Webpage customisation requires solid understanding of HTML, javascript, CSS etc. Most successful customisations are done by web programmers (not WiFi engineers and SEs) Having a support contract doesnt replace having a suitable programmer for heavy customisations ! Amigopod also releases software frequently always make a backup before just accepting new plugins on a production system
  10. 10. 10 10 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #9 Amigopod Supportability must be connected to the internet to download plugins changes to license limits are not updated until the Amigopod can contact the license server on internet never install multiple user lics (i.e. AMG-100 + AMG-1500) Always use latest version when testing latest features (MDPS, EAP-termination etc.) Watch out for 3.3 -> 3.5+ upgrade procedure Always read the release notes for upgrade procedures
  11. 11. 11 11 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #9 Amigopod Supportability In a multivendor design, support may not have access to the hardware that you are using. We need your help to solve these kinds of issues. Be aware of how captive portal auth works Refer to Amigopod Deployment Guide on Aruba support site Wireshark capture at the client device is the best place to get a good idea of what is happening when there are issues Some interop issue between iOS5 / Android 2.3 that causes some captive portal pages to slowly load Disable RFC 1323 timestamps on Amigopod Administrator->System Control->System Config and paste in net.ipv4.tcp_timestamps = 0
  12. 12. 12 12 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #9 Amigopod Apple Captive Network assistant on i-devices. Scrolls up sometimes after connection or when open Safari, which hides the captive portal and advertising if present. Cancelling this screen causes strange connectivity issues Device is trying www.apple.com/library/test/success.html Multiple ways to workaround Named (or ip) acl in initial role to bypass captiveportal ACL to allow www.apple.com Captive portal whitelist entry for apple.com Refer to Amigopod technote http://www.arubanetworks.com/pdf/technology/Amigopod-CNA-bypass-AppNote.pdf
  13. 13. 13 13 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #8 RMA Alphabet soup Acronyms everywhere RMA return materials authorisation LLW limited lifetime warranty (qualifying h/w only, never for s/w) NBD next business day RTF return to factory Bestway within 3-5 business days RMA policies are all on the www.arubanetworks.com website Lifetime Warranty (LLW) is covered by RTF (Return to Factory) Customer must return the defective part first It usually takes up to 10 business days after the part is received before replacement is sent back to RMA requestor TAC can only RMA apples to apples Anything else should be escalated to Aruba Order Entry (orderentry@arubanetworks.com) including miss order, shipping issues or credit returns.
  14. 14. 14 14 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #8 RMA Alphabet soup Top causes for RMA delay Incorrect or lack of info in the RMA request No matter the support coverage, you can always contact support to help diagnose an RMA Try to pre-empt the questions to avoid delays (e.g. AP RMAs always ask the same info) Lack of console output Not always possible, but pinpoints many issues quickly Missing or incorrect serial numbers Assumptions about phone numbers or addresses The person processing the RMA may not know country specific abbreviations for states. Support contract dispute Aruba is not innocent on this either L If you believe you have a valid Arubacare contract and its not acknowledged, escalate to your local Aruba staff Submitting RMA after NBD cutoff time 1pm Singapore time is the deadline for APAC.
  15. 15. 15 15 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #7 - Upgrading to 6.1.x Double upgrades are required for most older ArubaOS versions Latest s/w in most older streams knows how to upgrade to release 6.1.x Due to changes in the flash layout on the controller to accommodate larger ArubaOS image This is further complicated for RAPs (to be covered next) Please read the release notes Upgrade Procedures section ! 3.3.x (or 3.4.x) latest 3.4.4.x 6.1 5.0.x latest 5.0.4.x 6.1 6.0.x latest 6.0.1.x or 6.0.2.x 6.1
  16. 16. 16 16 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #7 - Upgrading to 6.1.x Aruba 3200 The 3200 is getting low on free memory due to ever expanding feature set of ArubaOS. Aruba has released an XM (extra memory) version of the 3200 also a field kit (3200-MEM-UG) where you can upgrade the memory yourself No you cant use your own memory from local PC shop ! A long running or heavily utilised 3200 controller may need to be rebooted to ensure there is enough free memory for the upgrade Same applies to 6x0 controllers, but there is no XM kit for those.
  17. 17. 17 17 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #6 - Upgrading RAPs to 6.1.x The problem ArubaOS has a check to ensure that an image that is downloaded during self upgrade is not of unexpected size Prior to 6.x, that maximum was 4MB ArubaOS 5.0.3.x and higher knows that 6.x is > 4MB and has a new maximum size check Two common issues for RAP2/RAP5 RAP is running 6.1.x due to correct upgrade sequence but has old provisioning image (pre 5.0.3.x) if it is reset to default it will not be able to re-connect/re-upgrade as it reverts to the provisioning image Brand new out of the box RAP wont connect to controller It is running older provisioning image.
  18. 18. 18 18 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #6 - Upgrading RAPs to 6.1.x Provisioning image versus running image RAP5 or RAP2 has 2 s/w images on it 1. the provisioning image that runs the rapconsole 2. the production image that is d/l after first connect to controller The provisioning image can be upgraded via CLI in all releases except 6.x CLI command removed in 6.1.x CLI command exists in 6.0.x but fails (6.x cannot be saved) provisioning image is never automatically upgraded. Old in-service RAPs may still have 5.0.0.x or 3.3.2 RN code in it.
  19. 19. 19 19 CONFIDENTIAL Copyright 2012. Aruba Networks, Inc. All rights reserved #6 Upgrading RAPs to