topic Re: What is the replacement email for communityhelp@aerohive.com? in ExtremeCloud IQ

What is the replacement email for communityhelp@aerohive.com?

Marcus_sun — Tue, 21 Apr 2020 03:50:00 GMT

Hello,

Is there a replacement email for communityhelp@aerohive.com? I sent a msg to this email and got an auto replay that we need to use the extremeportal.force.com, which requires paid service contract.

I need help to clear database for some old AP230 purchased from Ebay. It used to be that we can email communityhelp@aerohive.com to have the SN cleared.

Has the policy changed? I filed a ticket with support they refused to do so as I do not have a service contract.

Thank you!

Re: What is the replacement email for communityhelp@aerohive.com?

a_huerzeler — Thu, 23 Apr 2020 03:47:21 GMT

Hi Marcus,

I would recommend reaching out to community@extremenetworks.com for these kinds of questions moving forward.

Best regards,

Andi

Re: What is the replacement email for communityhelp@aerohive.com?

a_huerzeler — Tue, 28 Apr 2020 13:53:45 GMT

Hi Marcus,

support@extremenetworks.com this email works.

Cheers
Andi

Re: What is the replacement email for communityhelp@aerohive.com?

Ronald_Dvorak — Tue, 28 Apr 2020 14:15:35 GMT

Grüezia Andi,

is that official ?!

If not I’d open a ticket with the GTAC to get a final answer as it looks like this topic is coming up a lot.

-Ron

Re: What is the replacement email for communityhelp@aerohive.com?

a_huerzeler — Tue, 28 Apr 2020 16:15:12 GMT

Hi Ron,

well done! I am not sure to be honest but i think neither is Extreme. Sam Pirok who did administrate communityhelp@aerohive.com suggested to try community@extremenetworks.com a couple of weeks ago but this email is obviously not in use.

I have contacted the support@extremenetworks.com before and got a reply but if this is the preferred way from Extreme I dont know. Would be nice if Extreme would soon employ a community manager like Sam Pirok soon, dont know why they didnt keep her on the team she was so experienced and helpful. But it would be nice to get “offical” replies again in the community without the need of always opening up a support case.

Best,
Andi

Re: What is the replacement email for communityhelp@aerohive.com?

Ronald_Dvorak — Tue, 28 Apr 2020 16:22:02 GMT

Hi Andi,

@Drew C. was our community manager (and he was great) but he left Extreme 3month ago and I’m not sure whether there is a new one.

@amckeever any idea about that ?

I’ll open a ticket in the meantime and let you know the result.

BR,

Ron

Re: What is the replacement email for communityhelp@aerohive.com?

Ronald_Dvorak — Tue, 28 Apr 2020 16:32:14 GMT

GTAC Case # (02161245) created

Re: What is the replacement email for communityhelp@aerohive.com?

Drew_C — Tue, 28 Apr 2020 21:43:29 GMT

Hi @Ronald Dvorak! community@extremenetworks.com has (had?) several people on it when I left. I agree though, these types of transactions should be easy.

Re: What is the replacement email for communityhelp@aerohive.com?

larryqiann — Sun, 31 May 2020 14:10:18 GMT

Hi, I have an Aerohive AP230 that also has this issue. I’m wondering if there’s any way to have it taken off the previous account so it can be re-registered. Should I email Support or Community email address as stated above?

Thank you!

Re: What is the replacement email for communityhelp@aerohive.com?

Tomasz — Wed, 03 Jun 2020 03:31:45 GMT

Hi Larry,

I think the best thing to do is contact GTAC (via phone or e-mail or portal). They’ll take care of it. 🙂

Hope that helps,

Tomasz

Re: What is the replacement email for communityhelp@aerohive.com?

Ronald_Dvorak — Tue, 21 Jul 2020 21:25:19 GMT

OK I hope everyone is sitting as I’ve rx the answer to my GTAC ticket.

Q:Who to contact - remove CloudIQ/Aerohive AP from the DB

GTAC Answer: I do apoligize for our late response, new policy came in place recently, please see the linkhttps://gtacknowledge.extremenetworks.com/articles/Q_A/What-is-the-warranty-policy-for-grey-market

You can contact with our sales representative to offer you support options.

Cheers,

Ron

Re: What is the replacement email for communityhelp@aerohive.com?

Tomasz — Wed, 22 Jul 2020 18:06:08 GMT

Hi Ron,

On one hand this policy is understandable (EXOS switch breaked bad by someone, reselled, new user trying to issue an RMA), but I’m not sure why this applies to freeing up an AP if XIQ Connect is supposed to be free of charge. So when one re-sells, it should also pass some access details to his organization in XIQ. 😉

Cheers,

Tomasz

Re: What is the replacement email for communityhelp@aerohive.com?

SamPirok — Wed, 22 Jul 2020 20:58:50 GMT

Hi everyone, I just wanted to mention in general that the community@extremenetworks inbox is now being monitored by me (as of 7/13/20).

More specifically, if you have issues with serial numbers stuck in old XIQ instances, please don’t hesitate to reach out to me at the above inbox and I’ll see what I can do for you.