Studying for the CCIE exam is a challenge in itself, and is even more difficult since most of the studying is done on actual hardware. From time-to-time unforeseen issues will arise that require support. We are here to help. This article helps to assist you in what kind of support we offer and how to troubleshoot different issues.
Types of support.
If you are having a product support question regarding a Internetwork Expert CCIE product, you will need to contact Internetwork Expert [link]. For configuration issues please visit the Internetwork Expert Online Community [link]. If you are having trouble with a learning capsule or a question regarding the gradedlabs.com website then please contact us directly. [link] If you do not have a current session and have questions about our equipment please contact us. [link] Otherwise, your support question is for our Active Support.
Determining your problem.
The first step in determining where your problem lies is logging into your gradedlabs.com members account. [link] (Login Required)
Access Problems
Login
You will need to provide your gradedlabs.com user name and password to continue with active support. If you already have an account with INE, please use your INE credentials to login.
Account Dashboard
On the left of the Account Dashboard you will need to click the link marked “My Support” [link].
Active Support
There are several things listed on the active support page to assist you getting your problem resolved. This is only available with active rack sessions. As with the email that is sent to you before your session, you can also see the access methods to the rack listed at the top of the page. (1) is the username to login is and (2) is the password to be used.
Diagnostics
Before your session begins we run a diagnostic test on the equipment in the CCIE rack. The results of this test are displayed on the “My Support” page. As you can see from the photo above, all the devices in CCIE RSRACK19 have passed the diagnostics. If this fails for you, then please issue a ticket.
“Line In Use”
If you are receiving a error saying “line in use” then we have a automated solution that will assist you clear the lines. If this does not resolve your issue, try one more time and wait a few minutes before submitting a ticket.
Password Failure?
If your password doesn’t seem to be working, you can reset it using our online tools.
Accessing other Devices
Trouble accessing a device or even multiple devices on the rack. Before you submit a ticket, try power cycling the rack and wait 15 minutes before submitting a ticket.
Configuration or Workbook Lab problems?
Unfortunately, we can not assist with your lab. If you have lab or configuration related issues, please try submitting your question to ieoc.com. INE has a very active online community and their developers are very active as well.
That didn’t work, what now?
So, you’ve tried one or more of the options above and still having trouble. Now it’s time to submit a support ticket. This Active Support System comes with every rack rental. Regardless if you purchased tokens from gradedlabs.com or INE.com we provide you with this service at no cost. Submitting a ticket immediately alerts our support staff, day or night, 24/7. We will then assist you getting your problem resolved. If your issue cannot be resolved on your current rack we will make every effort to try and switch your rack or if necessary refund your session. If an operator is available for live chat then please feel free to use our live chat instead of submitting a ticket.
What to expect
So I have a hardware issue regarding R2 and I am submitting this ticket.
Open Support Tickets
Now at the bottom there is a Open Support Tickets table which shows that my ticket is in the queue. Also, you should notice a e-mail with the credentials for logging directly into our support suite.
Email Notification
Clicking this link let’s us view the details of the ticket and see any replies from one of our support staff. Be sure to notice that the login for this support site is different than your gradedlabs.com login. The password is included in the notification email.
Support Suite
Here you can check the status of your ticket and make futher comments or questions about your current session.
Everything else.
If you have any further questions about our support or this blog, please contact us. [link] When it comes to rack rentals, look no further than gradedlabs.com. We offer the best rack rentals at very competitive prices. What are you waiting for, get your token to success now [link].
Follow Us on Twitter [link]
Friend Us on Facebook [link]
