RUCKUS SmartZone (LT-GA) Troubleshooting and Diagnostics Guide, 7.2.0

This guide aims to provide a comprehensive approach to troubleshooting RUCKUS SmartZone controllers, and equipment managed by this controller, such as Access Points, Switches, and their respective LAN and WLAN services. It covers a wide range of troubleshooting scenarios, from basic confirmation steps to utilizing advanced troubleshooting tools available on different RUCKUS platforms, including the Web UI and the CLI. Additionally, this guide provides guidance on collecting and analyzing diagnostic information to aid in problem resolution.

Preface
- 3 Contact Information, Resources, and Conventions
  - 3.1 Contacting RUCKUS Customer Services and Support
  - 3.2 Document Feedback
  - 3.3 RUCKUS Product Documentation Resources
  - 3.4 Online Training Resources
  - 3.5 Document Conventions
  - 3.6 Command Syntax Conventions
- 4 About This Guide
  - 4.1 About This Guide
  - 4.2 New In This Document
- 5 Troubleshooting Issues with the Controller
  - 5.1 Application Logs
    - 5.1.1 Viewing and Downloading Logs
  - 5.2 Logging In to the Controller CLI
  - 5.3 Managing a Cluster Node
    - 5.3.1 Replacing a Controller Node
      - 5.3.1.1 Replacing a Controller Node in a Multi-Node Cluster
      - 5.3.1.2 Replacing a Controller Node in a Single Node Cluster
  - 5.4 Troubleshooting SmartZone Node not Joining the Cluster
  - 5.5 Performing a Wipeout Upgrade for a Controller Node
  - 5.6 Checking the SmartZone Cluster Status
  - 5.7 Troubleshooting the Controller Services
  - 5.8 Changing the Controller IP Address
  - 5.9 Changing the Controller Password
  - 5.10 Controller Event Threshold
    - 5.10.1 Configuring Controller Event Thresholds
  - 5.11 Troubleshooting High CPU Issues
  - 5.12 Troubleshooting Upgrade Failures
    - 5.12.1 Automatic Cluster Restore Upon Upgrade Failure
    - 5.12.2 Rolling Back to a Previous Software Version
  - 5.13 Controller Configuration Backup
  - 5.14 Cluster Backup and Restore
    - 5.14.1 Creating a Cluster Backup from the GUI
    - 5.14.2 Restoring a Cluster Backup from the GUI
  - 5.15 Network Configuration Backup and Restore
    - 5.15.1 Backing Up to an FTP Server
    - 5.15.2 Restoring from an FTP Server
  - 5.16 Third Party Service
    - 5.16.1 Enabling Ekahau and Aeroscout/Stanley RTLS Tags
  - 5.17 Managing Remote Access in Chatbot
  - 5.18 Help with the GUI and APIs
- 6 Troubleshooting Issues with the Network
  - 6.1 Cluster and Device Health Indicators
  - 6.2 Diagnosing and Monitoring
    - 6.2.1 Customizing AP Flagged Status Thresholds
    - 6.2.2 Customizing Cluster Flagged Status Thresholds
    - 6.2.3 AP Support Logs
      - 6.2.3.1 Downloading the Support Log from an Access Point
    - 6.2.4 Support Bundle
    - 6.2.5 Using the Health Dashboard Map View
    - 6.2.6 Events and Alarms
      - 6.2.6.1 Events
        
        6.2.6.1.1 Viewing Events
        
        6.2.6.1.2 Event Management
        
        6.2.6.1.2.1 Sending SNMP Traps and Email Notifications for Events
      - 6.2.6.2 Alarms
        
        6.2.6.2.1 Configuring Alarms
    - 6.2.7 Troubleshooting Operations from the AP CLI
    - 6.2.8 AP Firmware Upgrade Through the AP CLI
  - 6.3 Monitoring APs and AP Groups
    - 6.3.1 Creating a Monitoring AP Group
  - 6.4 Viewing AP Monitoring Associated Events
  - 6.5 Troubleshooting Tools
    - 6.5.1 AP Packet Capture
      - 6.5.1.1 Configuring an AP Packet Capture from the GUI
      - 6.5.1.2 Configuring an AP Packet Capture from the CLI
      - 6.5.1.3 Configuring a Remote Interface in Wireshark
      - 6.5.1.4 Troubleshooting with AP Packet Captures
    - 6.5.2 Troubleshooting through Spectrum Analysis
    - 6.5.3 Running a Speed Test
    - 6.5.4 Troubleshooting Client Connections
    - 6.5.5 Troubleshooting Client Connection Experience Using the AP CLI
    - 6.5.6 RUCKUS NOR Certificate Safe Storage (RNCSS) Support
      - 6.5.6.1 New NOR Memory Region (Certificate Partition)
      - 6.5.6.2 Certificate and Key Backup and Recovery Mechanism in a Deployed AP
      - 6.5.6.3 Supported AP Models and NOR Memory Utilization for RNCSS
      - 6.5.6.4 System Events
    - 6.5.7 Energy Efficient Ethernet (EEE)
  - 6.6 Troubleshooting APs
    - 6.6.1 Entering the AP CLI
    - 6.6.2 Changing the AP Password
    - 6.6.3 Changing the AP IP Address
    - 6.6.4 AP Cannot Onboard the Controller
    - 6.6.5 AP Cannot Update Configuration Changes
    - 6.6.6 AP Reboot Issues
    - 6.6.7 AP PoE Issues
  - 6.7 Troubleshooting Switch Issues
    - 6.7.1 Switch Event Management
      - 6.7.1.1 Sending SNMP Traps and Email Notifications for Switch Events
    - 6.7.2 Troubleshooting Using Custom Events
    - 6.7.3 Using the Switch Troubleshooting Tools