04-20-2020 08:50 PM
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!
Solved! Go to Solution.
07-22-2020 01:58 PM
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.
07-22-2020 01:58 PM
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.
07-22-2020 11:06 AM
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
07-21-2020 02:25 PM
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
06-02-2020 08:31 PM
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