topic RE: Download EXOS - new rules in ExtremeSwitching (EXOS/Switch Engine)

Download EXOS - new rules

Alexandr_P — Mon, 27 Feb 2017 19:36:00 GMT

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!

RE: Download EXOS - new rules

Tooley__Akiko — Mon, 27 Feb 2017 21:01:00 GMT

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.

RE: Download EXOS - new rules

Alexandr_P — Mon, 27 Feb 2017 21:01:00 GMT

Hello, Tooley!

I represents distributor and holder of service contracts PWP+

Thank you!

RE: Download EXOS - new rules

Tooley__Akiko — Mon, 27 Feb 2017 21:01:00 GMT

Your extranet settings shows that they are activated. Please login and click the link below: http://www.extremenetworks.com/esupport-transition/ and then click Downloads, Licensing, Case Management, Service 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.

RE: Download EXOS - new rules

Alexandr_P — Mon, 27 Feb 2017 21:11:00 GMT

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!

RE: Download EXOS - new rules

Ryan_Mathews — Mon, 27 Feb 2017 21:11:00 GMT

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.

RE: Download EXOS - new rules

Alexandr_P — Mon, 27 Feb 2017 21:11:00 GMT

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!

RE: Download EXOS - new rules

Ryan_Mathews — Mon, 27 Feb 2017 21:11:00 GMT

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!

RE: Download EXOS - new rules

Alexandr_P — Mon, 27 Feb 2017 21:11:00 GMT

Hello, Ryan!

Thanks for the detailed answer!!!

RE: Download EXOS - new rules

Scott_Lundberg — Tue, 28 Feb 2017 00:17:00 GMT

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... 🙂

RE: Download EXOS - new rules

Ryan_Mathews — Tue, 28 Feb 2017 00:17:00 GMT

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.

RE: Download EXOS - new rules

Wallance — Wed, 01 Mar 2017 12:33:00 GMT

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？

RE: Download EXOS - new rules

Wallance — Wed, 01 Mar 2017 12:33:00 GMT

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

RE: Download EXOS - new rules

Ryan_Mathews — Wed, 01 Mar 2017 12:33:00 GMT

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

RE: Download EXOS - new rules

Wallance — Wed, 01 Mar 2017 12:33:00 GMT

=18461048#reply_18461048]Thanks Ryan very much. I am able to download it now by using IE.

RE: Download EXOS - new rules

Ryan_Mathews — Wed, 01 Mar 2017 12:33:00 GMT

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!

RE: Download EXOS - new rules

Jeremy_Bryson — Tue, 07 Mar 2017 23:18:00 GMT

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."

RE: Download EXOS - new rules

Drew_C — Tue, 07 Mar 2017 23:18:00 GMT

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

RE: Download EXOS - new rules

Jeremy_Bryson — Tue, 07 Mar 2017 23:18:00 GMT

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.

RE: Download EXOS - new rules

Drew_C — Tue, 07 Mar 2017 23:18:00 GMT

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?