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.

The first step in determining where your problem lies is logging into your gradedlabs.com members account. [link] (Login Required)

Access guides are available for each track to help you connect to the devices on the rack. We have posted guides for CCIE Routing & Switching [link], CCIE Security [link], CCIE Service Provider [link], and CCIE Voice [link].  These guides are free and are available for download in our online store.

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.

On the left of the Account Dashboard you will need to click the link marked “My Support” [link].

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.

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.

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.

If your password doesn’t seem to be working, you can reset it using our online tools.

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.

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.

So I have a hardware issue regarding R2 and I am submitting this ticket.

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.

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.

Here you can check the status of your ticket and make futher comments or questions about your current session.

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].

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