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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 Support Tickets, Cloud Status, Ports and Endpoints, Mist Documentation, API Documentation, Courses, Feature Updates, Firmware Updates, Mist Edge Updates, JSI on JSP, Terms of Use.
  3. Click Create a Ticket in the top-right corner of the Support Tickets page.
    Support Tickets interface with "This Month" filter, Mist documentation link, "Create a Ticket" button, and empty ticket table with headers.
  4. Select the appropriate ticket type depending on the severity of your problem.
    Dropdown menu for Ticket Type with options to categorize tickets: Questions or Other, Subscriptions, Focused Scope, Broad Scope, and Critical.
    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 ticket interface for network issues. Technology options like Wireless and SD-WAN. User query: The AP isn't connecting to network. Suggested resources and an AI assistant are loading. Button to create a ticket despite suggestions.
  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: Ticket Type with Focused Scope selected, Ticket Summary required, buttons to add impacted sites, devices, and clients, Description, and Time of Issue set to Sun, Aug 13 - 9:46 PM.
  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.