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Contact Customer Support

You can create a support ticket on the Juniper Mist portal. The Juniper Mist Support team will contact you to help resolve your problem. If needed, you can request a Return Material Authorization (RMA).

Before you begin, ensure that you have the following information:

  • The MAC address of the faulty AP

  • The exact LED blink pattern seen on the AP (or a short video of the blinking pattern)

  • The system logs from the AP

To create a support ticket:

  1. Click the ? (question mark) icon in the top-right corner of the Juniper Mist portal.
  2. Select Support Tickets from the drop-down menu.
    Dropdown menu with options for support tickets, cloud status, documentation, courses, updates, and terms of use.
  3. Click Create a Ticket in the top-right corner of the Support Tickets page.
    Support Tickets interface screenshot with a filter dropdown for This Month, Create a Ticket button, refresh icon, and table headers for ticket details.
  4. Select the appropriate ticket type depending on the severity of your problem.
    Dropdown menu labeled Ticket Type with options: Questions/Other, Subscriptions, Focused Scope, Broad Scope, Critical - network outage.
    Note:

    Selecting Questions/Other will open a search box and redirect you to available documentation and resources related to your issue. If you cannot resolve your issue by using the suggested resources, click I still need to create a ticket.

    Support desk interface for network troubleshooting with Wireless, Switching, SD-WAN options. Query entered: The AP isn't connecting to network. Suggestion box offers resources. Button: I still need to create a ticket. Right side shows Knowledge Base Resources with guides on AP disconnect issues.
  5. Enter a ticket summary, and select the sites, devices, or clients that are impacted.

    If you are requesting an RMA, select the impacted device.

    New Ticket form with fields for Ticket Type, Ticket Summary, Impacted Sites, Devices, Clients, Description, and Time of Issue.
  6. Enter a description to explain the issue in detail.

    Provide the following information:

    • The MAC address of the device

    • The exact LED blink pattern seen on the device

    • The system logs from the device

    Note:

    To share device logs:

    1. Navigate to the Access Points page in the Juniper Mist portal. Click the impacted device.

    2. Select Utilities > Send AP Log to Mist in the top right corner of the device page.

    It takes at least 30 seconds to 1 minute to send the logs. Do not reboot your device in that interval.
  7. (Optional) You can provide any additional information that may help to resolve the issue, such as:

    • Is the device visible on the connected switch?

    • Is the device receiving power from the switch?

    • Is the device receiving an IP address?

    • Is the device pinging on the Layer 3 (L3) gateway of your network?

    • Have you already followed any troubleshooting steps?

  8. Click Submit.