Diagnosis

View the diagnosis of client issues.

Overview

The Diagnosis window provides detailed information about a selected issue or issues that are associated with a client host name (or MAC address) in the form of a timeline and a card.

The Diagnosis Timeline

At the top of the Diagnosis window, a timeline displays the number of times an issue was detected in the form of a graph. The timeline is useful to see multiple occurrences of the same issue. Each occurrence is represented by a bubble and a flag with a number. Hover your mouse over a bubble to display the month, day, and time-of-day an issue occurred as well as the issue type--association, authentication, networking (DNS or DHCP server issues), or Unknown. The flag shows the number of occurrences of the issue at the time.

The Diagnosis Card

Underneath the timeline, the Diagnosis card contains data that can help you understand the issue such as when problems were detected, the location of the AP to which the client was or is currently connected, a description of the issue, and a suggested remedy.

AH Device: The host name of the Extreme Networks device.

User: The name of the user, if known.

Location: The location of the Extreme Networks device.

User Profile: The user profiles assigned to this device.

Client MAC: The MAC address of the wireless client device.

Case Number: A case number for your use. (This number is not linked to Extreme Networks Support.) Select Assign to access a dialog box. Enter a case number, and then select Submit. Then the number you entered appears here.

Problem Type: This indicates if the issue was auto-generated by the client or initiated by an admin while troubleshooting the issue.

Detected On: The month, day, year, and time-of-day that the issue was first detected.

Description: A detailed description of the issue, such as "External RADIUS server could not accept the access request from the client" or "DHCP server did not respond to the client".

Last Successful Connection: The month, day, year, and time-of-day the wireless client last connected successfully to the Extreme Networks device.

Suggested Remedy: A solution to the issue, such as "Check RADIUS server log files and verify the authenticating user's credentials" or "Ensure DHCP server is properly configured, reachable, and that it has enough leases available".

Events Associated with an Issue

If there are events that are associated with an issue, the total number of events is displayed, followed by a timeline that highlights events, and an information card below the timeline that describes each event as its bubble on the timeline is highlighted.

Below the card is a table populated with a description of the associated events, such as when a configuration was pushed to a device. (If no events are associated with an issue, then the table is empty.) This table provides the following information:

Show Phases: Select All, Association, Authentication, or IP Assignment phases from this drop-down menu. Select the Show Probe Requests check box to display all probe requests related to this incident.

Time Stamp: The month, day, year, and time-of-day that the event occurred.

Device Name: The name of the Extreme Networks device. By default, the Extreme Networks device name is the host name. If the host name is not available, then the device name is the IP address. Lastly, if the IP address is not available, then the device name is the MAC address.

Device BSSID: The MAC address of the wireless access interface of the detected AP.

Event Type: The classification of the event such as "Auto provisioning", "Connection Change", or "Power Mode Change".

Description: A description of the event such as "Station sent out DHCP REQUEST message".

You can share information about issues with colleagues, escalate issues, or mark them as resolved by selecting the Take Action button. For details, see "Troubleshooting Utilities".

Email Notification on Change of Status

To send an email indicating the status of an issues has changed, select the check box next to one or more issues. Then select TakeAction. The Take Action pop-up menu is displayed. Enter the following fields:

Action: The status of the issue. By default, the resolved issue icon is displayed. You can also select from the pull-down menu.

Comment: Add a description of the issue.

Email: Select the check box next to this field and supply an email address to allow ExtremeCloud IQ to automatically send an email indicating the change of status.

After you mark an issue as resolved, the status icon changes from a red active issue icon to a green resolved check mark on theIssue List table. Also, after you mark an issue as resolved, you cannot take further action on the issue.

  • The email notification is for your internal company use. It does not notify Extreme Networks Technical Support.