Mist a refreshing experience when you need a support case

So at #MFD4 I was given a nice shinny new Mist AP43 complete with the MFD4 decal:

IMG_5694

When I got it i had grand plans of getting it into my lab and putting it through its paces well work and life got stupidly busy and that got delayed.

Only recently did i install the AP and get a few SSIDs up and running, well that was the easiest thing I have ever done. I created an account, made an organisation and claimed the AP and then plugged it in blame it was online in no time at all.

I then created a few SSIDs and was able to connect no problems.

I then decided to start playing around and trying some different things and I hit a few issues:

  • Per user PSK – easy – although i wanted to drop each user off into a different VLAN based on the PSK they came in from could I find how to do that No.
  • SSID drop off onto a different VLAN than the native VLAN – well it sort of worked for anything other than dropping into VLAN 1 which wasn’t the native VLAN
  • Legacy security encryptions (WPA TKIP only and Mixed mode) I couldn’t for the life of me find an option for this
  • Mavis Licensing didn’t seem to be working

So I decided since all my contacts at Mist were busy at WLPC to go down the path of logging a support ticket to Mist. Now I was wondering how this would go considering I am not a paying customer and only got a free AP but decided to try anyway.

Emailed support@mist.com and within 10minutes I had a reply from someone advising:

  • Unfortunately currently you cant via the WebUI do the per user PSK to different VLANs but it can be done via API, here is the document and do you want a call to go through getting this working. I took a look at the API doc and decided it was rather straight forward so declined the call to try myself first.
  • Advised they would need some time to look into the VLAN issue, to which they came back a day or two later to advise the issue was a configuration issue, that I had not assigned the AP into the native VLAN and Mist took VLAN 1 as the native if the AP was not defined to a VLAN – So user error.
  • The legacy SSIDs they said give us a few and we will get it sorted, an hour later I got an email to advise to re-login and they will be there and they were.
  • Mavis they fixed in no time as well

What I really liked is no where in the entire process was I asked to provide OTAs, debugs, controller configs, what version I was running or all the normal stuff that vendor support normally asks for.

What I also liked is no time was I asked even for a serial number to confirm I had a support agreement. And the whole thing was sorted in no time at all.

I then have spoken to people and read multiple reports on how quick the turn around for fixing issues in the Mist environment.

I now look forward to putting the Mist platform through some different scenarios and seeing exactly what it can do.

 

 

2 thoughts on “Mist a refreshing experience when you need a support case

  1. Pingback: Mist a Refreshing Experience When You Need a Support Case - Tech Field Day

  2. Anders Pettersson

    Wireless devices means a lot for networking, thanks for sharing such an informative blog. Check out our latest and discounted Products at Online Store DC Supplies we are an IT Hardware company based out of taxes

    Like

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