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Forum Discussion
How to escalate support case?
I have a support case dealing with my new GS752TPP switches disconnecting from the Insight Cloud. Once they disconnect, they stay disconnected and I can't ping them, access the GUI, etc. The case has been open for about a month with no resolution. The support agent(s) keep asking for the logs from the disconnected switches but I can't get to them (since the switch is showing disconnected and can't be accessed by IP). I would like to escalate the case to the next level. How do I need to do that?
4 Replies
If a switch is just no longer reachable or connected to the Insight cloud, this is one thing.
However, if the switch local LAN IP address is no longer reachable at the same time, I would look into the DHCP infrastructure if the refresh or renewal does work as expected for example.
All the switches have been assigned static IPs. Once they are rebooted, they reconnect to the Insight Cloud, I can ping the switch static IP and access the switch IP interface. But I don't want to have to reboot the switches every time they disconnect from the cloud. We have had some instances where a switch would disconnect but then reconnect but not recently.
Static IP configured and still no longer reachable after some time? Hard to see an Insight issue - more a generic connectivity or environment issue on what I'm reading here. Out of the blue, no longer reachable by IPv4? Obviously the Insight connection goes wrong, too.
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