I've been extremely frustrated with guest wifi setup - all the docs I can find and the scattered forum posts seem to reference a world before all browsers started doing strict https certificate checks. All I want is to offer the same experience I see in national chains (Starbucks, Panera, etc.) and there's not a single up-to-date FAQ or anything here.
So I decided to open a support ticket (first one ever). My day is busy - I may or may not be available at various times, I'm a freelancer working with multiple clients. Here's everything that is annoying me about the process. Am I doing this wrong?
Even though I'm signed in here when opening the ticket, I have to wait some period of time for a support agent to respond and then collect info that's already available (who am I, what's my number, what product, what serial # - this is IN MY PROFILE).
My question is simple - setup guest wifi w/radius auth, what is best current practice for this on Ruckus. I don't need a call, I just need a pointer to a HOWTO or if there isn't one, an email response outlining what you tell the other other customers that want guest wifi w/radius auth setup. I'll make my config match whatever you want and then we'll go from there
Instead, I get an email back demanding a call. I hate the phone, I will choose text or email always. Also I can't promise I'll be available at any particular time (again, don't have to do that with email). So I pick a range of times. I'm outside when a call w/o caller ID comes through, and I missed my chance by the time I notice there's a missed call, possibly from Ruckus.
Later I get an email that I've missed a call so I give another block of time. This time the support agent ignores the phone # in the ticket, ignores the phone # in my profile, and calls the main number of the client. They have no idea what he's talking about. So I miss another call. The support agent calls after the window at the correct number and I'm not here.
This I guess gives them license to just dump this back on me and I've not heard anything since.
Is this basically how support works? A phone call for a simple "how to XYX" seems crazy, esp. when we're dealing with what I assume is offshore support.
I've been a customer and in tech support, and I prefer email over phone calls too (as a customer). As a TSE, I also prefer to have a chance to research the topic, and would probably send an email, unless the customer asks for phone contact primarily. I think our guys in your case were assuming the quickest way to get in touch was the phone. Did you say/ask that they contact you back by email after opening your ticket? But all that aside, still not a good experience so far, and I hope I can help.
I try to help customers find their own solutions (hopefully), and you mention you had found articles and previous forum posts. I used our Support portal search bar with 'https webauth' and sorted thru the articles about accessing a ZoneDirector or config on a SmartZone controller (I'm assuming you have a ZD), and I found a couple KBAs that describe some issues, and about how ZD 9.13 may have support or a CLI command workaround.
But... a Guest Access WLAN can only authenticate via a Guest Pass, or None (just pass-thru to the optional Terms & Conditions, else go straight to their browser homepage).
With regard to using a RADIUS server to authenticate guests for Wi-Fi, you need to consider a WISPr/HotSpot authentication WLAN. This solution requires that you have an external AAA server, and can setup a Login.html file on it to point user authentication to. This file outlines the WISPr authentication flow (ignore the Ruckus Confidential footer, its public now!).