DescriptionFortinet Customer Service & Support has been providing service to existing Meru customers and partners since mid-January 2016 through its Support Portal, by telephone and via Web Chat.
Although existing support information has been migrated from Meru Support Databases, some customers have experienced difficulties in using the Fortinet Support Portal.
This article provides some tips that may help you to understand why you cannot register some products or contracts, or create technical or DOA/RMA tickets.
The related article provides more information about how Meru products are managed within the Fortinet Support Portal and changes to the way in which information is held.
If you are still having problems then please create a Customer Service ticket through the Support Portal ( Assistance > Create a Ticket > Customer Service Ticket ) and we will respond to you.
SolutionUnable to create a Technical ticket, a DOA/RMA ticket, or to start a Technical Web Chat
In order to perform any of these functions you must have a product in your asset list with a current service contract. You can check your asset and service coverage as follows:
(1) Use the menu option Asset > Manage/View Products.
(2) Select a product from the results list.
(3) Select Entitlement.
The current service entitlement for the selected product will be displayed.
Unable to register a product, license, or service contract
Products, licenses and service contracts can be registered once, and only once in the Support Portal. There are certain dependencies in order to be able to register these items. For example, an AP licence or a service contract can only be registered once the associated hardware item has been registered.
The first troubleshooting step is to determine whether the associated hardware item has been registered against your account. This can be done using the menu option Asset > Manage/View Products.
Pay particular attention to any error messages that are displayed during the registration process. For example:
License must be linked to a compatible product. Currently there is no registered compatible product available for linking.
This message is displayed when an attempt is made to register a license for which no corresponding product has been registered. If this message is seen:
Check that a corresponding controller or appliance is in your asset list.
Check that the licence type corresponds to the controller type, that is, you cannot register a VE license against a physical appliance.
If you are unable to determine the cause of the problem, or if products appear to be missing from your asset list, then create a Customer Service ticket and provide full details including the error message that has been seen.
Related Articles
Customer Service Note: Support of Meru Networks products
