Download EXOS - new rules

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Hello, all!

For now eSupport web-site is unavaliable.
Redirecting to https://extremeportal.force.com
In past I was able to download EXOS by putting S/N of switch, for now I have to open a case every time when I want to download EXOS?


Thank you!
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Alexandr P, Embassador

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Posted 2 years ago

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Tooley, Akiko, Employee

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You do not need to create a case in order to obtain EXOS downloads. Please provide your email in order for us to check if your extranet settings are activated in your account.
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Alexandr P, Embassador

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Hello, Tooley!

<removed by admin>

I represents distributor and holder of service contracts PWP+

Thank you!
(Edited)
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Tooley, Akiko, Employee

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Your extranet settings shows that they are activated. Please login and click the link below: http://www.extremenetworks.com/esupport-transition/ and then click DownloadsLicensingCase ManagementService Contracts or the Extreme Portal Support homepage and login. If this doesn't work then I will create a case for you for this support portal issue.
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Alexandr P, Embassador

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Also followup question:
Earlier we had possibility to see last avaliable EXOS for specific S/N switch.
It was a part of understading is there avaliable service contract for this switch or not.

For now I try to see what EXOS avaliable for switch, but web-site show me last EXOS.
But I know that this switch have no service for a long time
 

Thank you!
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Ryan Mathews, Alum

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Hey Alexandr,
Good question here that does show a website behavior difference.  As a Partner, you'll see all SW available from Extreme in your Extreme Portal view.  Access rules sill apply based on service level (entitlement = maintenance contract + product warranty), but it was important as a Partner that you'd see the file you were looking for, not just what you had access to (i.e. previous eSupport behavior).

(NOTE Customers have the same option, they just have to toggle to "see avail").

Make sense?

Also, the previous attempts to download EXOS SW for assets that prompted a case could have had a data alignment preventing the download.  If you have a PartnerWorks relationship with any of these customers, you should be able to download code on their behalf.  Clearly we need to investigate for you so this is more efficient.  
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Alexandr P, Embassador

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Hello, Ryan!

About possibility to download EXOS for now we work with GTAC, case is open.

BUT
Earlier we have no possibility to see terms when ended service contract of somw switch.
For example:
Customer ask me - is my switch X460-G1 have valid service contract?
First I look at eSupport - what last EXOS avaliable for this switsh.
If last avaliable EXOS is 16.x - so it's possible that service is valid, if 15.x - so service contract is ended. And then I work with emeaservicesales, ask Customer is they whant to renew service.

But now I always see EXOS 16.x, even if switch have no valid contract for few years. 
And discussion of each individual case take much more time.

Thank you!
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Ryan Mathews, Alum

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I'm following Alex.  The eSupport download function based on s/n did give you this insight, but not much more.  In the new portal, you'll see everything that's available and it will enforce entitlement based on the install base.  So, the rules haven't changed, but your view of what's available has.  

Over time, I think we'll have much better Asset Management capabilities to accomplish what you were doing with eSupport Download Management.  I think this is a credit to how good a Partner you are, because the tool we'd given you to manage SW availability was quite limited.  We're trying to fix that with the Extreme Portal, so please hang in there with us.  

Let me give you a few options do something equivalent on the Extreme Portal today regarding checking service levels and going forward we'll keep working on this feature until we get it right.

Under Asset Home, you can check the status of warranty and maintenance contracts on a per s/n basis.  Use the install address to check on your PartnerWorks customers.  



Same thing from a Service Contract perspective under Service Contracts Home.



Lastly, you can see insight based on the service level page of a create case workflow.  Feel free to use this and kill off the draft case.  GTAC will not see this until you actually submit a case.


Bottom line is, the entitlement enforcement on SW downloads in the Extreme Portal and eSupport is the same.  However, in the Extreme Portal you can actually see service level dates, etc. to manage accordingly.

We'll keep working on this and ultimately give you greater insight on a per s/n basis and work this in to to self-service.  Right now, the portal will kick it to GTAC until that mechanism can be built out.  

We'll keep working on it!
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Alexandr P, Embassador

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Hello, Ryan!

Thanks for the detailed answer!!!
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Scott Lundberg

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I concur with Alexandr, you can't download EXOS without opening a support case.  Aki helped me out last week with the exact same issue.  Tried to download and I got the same popup asking me to open a support case...
The website is not working the way support thinks it is...  :-)
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Ryan Mathews, Alum

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Thanks for weighing in Scott.  Sorry for the extra effort the new Extreme Portal caused you with this download the other day.

Looks like GTAC found a data error that was preventing the download.  Now that the s/n was aligned to your account, this won't be an issue on this asset going forward.

I see you've been with us on the Hub for years.  Great to see you making your voice heard.  We'll keep working the kinks out of this for you. 
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Wallance

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Hi Ryan,

I can't download an EXOS successfully. I can see the info what I want in 'download history' after I click 'Download File' but the file was not downloaded to my computer. Would you let me know how I can get one file downloaded successfully?
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Wallance

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PS: I was able to download before new Extreme Portal. This is first time I login this new Extreme Portal.
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Ryan Mathews, Alum

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Sorry for the extra effort required here Wallance.

Since your Download History is being incremented, it sounds like your pop-up blocker is preventing the file from transferring to you from our CDN.  

Can you check that? 

https://extremeportal.force.com/ExtrArticleDetail?n=000013783
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Wallance

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Thanks Ryan very much. I am able to download it now by using IE.
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Ryan Mathews, Alum

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Very good.  Glad you found an alternative.

The pop-up is so quick on Chrome, that some folks don't even see it.  Our team is working to remedy, but its causing problems for users currently.  Really sorry for the trouble!
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Jeremy Bryson

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Stumbled upon this looking for a reason why my downloads aren't happening.  Same thing happening here..  put in my serial - click download - then nothing happens and the download appears in my history.  I've used Firefox, Safari and Firefox , Explorer on a VM with no luck and the same issue.

I've removed the pop up blocker on the Firefox and received

" Request Origin Error

Please refresh the Extreme Networks DMS product details page and click that link again.


If you still experience issues, please make sure to try an updated browser. For further assistance, contact extranet-support@extremenetworks.com."
(Edited)
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Drew C., Community Manager

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That might be a different issue, Jeremy. Can you let me know what file you were attempting to download?
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Jeremy Bryson

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summitX-16.1.1.4.xos. I receive that message specifically on Firefox only,  have had different people from the office try it as well.  In other browsers nothing happens.

Sorry if this should be in a different help section but it was the closest instance I could find to my issue.

edit -  I do get the same issue with other .xos files as well.
summitX-15.7.1.4.xos just had the same error.  
(Edited)
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Drew C., Community Manager

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Hi Jeremy,
I was able to connect to your account in the portal and tried to download the two versions you mentioned here. Once I added the exceptions in Chrome's popup blocker, they both downloaded for me without issue after specifying the same serial number you used (13***-***94). I'm not aware of any issues on the portal, but can't rule that out as a possibility.

Could you please try again and let me know how it goes?
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M.Nees, Embassador

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Same issue to me !

Allow Pop-ups for https://extremeportal.force.com and using IE or Chrome it works. Firefox (my prefered / default) Browser does not work.

Regards
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Michal Rz

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I noticed that there are some missing xos. I had summitX-15.3.5.2-patch1-12.xos and patch1-11.xos on my drive downloaded from old portal, and on new one lastes patch for 15.3.5.2 is 1-10.
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Drew C., Community Manager

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Hi Michal,
You should be able to see v15.3.5.2-patch1-13 files on the new portal. If they aren't there, it could be a support entitlement issue. Let me know and I'll email you for a serial number to check against.
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Michal Rz

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Sorry, few months ago support for some part of my swithes ended. Everyhing is alright.