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Contact Customer Support

If your access point (AP) is not working correctly, see Troubleshoot a Juniper Access Point to troubleshoot the issue. If you are unable to resolve the issue, 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.
  3. Click Create a Ticket in the top-right corner of the Support Tickets page.
  4. Select the appropriate ticket type depending on the severity of your problem.
    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.

  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.

  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.