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Support

Having access to the right resources at the right time is invaluable when you need assistance. NetAlly combines world-class technical assistance, knowledge base articles and other training materials to meet the business objectives of our customers. Add AllyCare, our comprehensive product maintenance program and maximize your investment.

ALLYCARE PRODUCT SUPPORT

NetAlly’s comprehensive support and maintenance program called AllyCare offers expanded coverage for our products.

These programs are designed to make sure your products are always up to date and provide you with a premium level of support to minimize business downtime and ensure the highest return on your investment.

Our support programs can save you thousands over the life of your product*.

Benefits of AllyCare Support

Software Upgrades

Make sure your products are always up-to-date with the latest software. My AirMagnet or Link-Live portal will provide you access to the latest product enhancements, improving efficiency and troubleshooting.

Software upgrades may be released multiple times throughout the year, and these free upgrades are only available to active AllyCare product support program members.

Priority Technical Support*

Support program members are given priority access to our world-class technical assistance center (TAC) .  Our highly-trained technical experts are stationed around the globe, ready to answer your complex troubleshooting questions.**

Free Repair Service

If your unit needs repair, you are fully covered under AllyCare support. There is no need to go searching for a repair facility to try and fix your product if it is covered under AllyCare support. Plus, shipping costs are included.***

Training Programs

As a support program member, you have access to our growing library of specialized online training materials including web-based product training for many AirMagnet products and virtual training for AirCheck, LinkRunner and OneTouch products.

Members Only Promotions and Programs

As an AllyCare support program member you will have exclusive access to special promotional programs, including product discounts and other valuable offerings.

If you are interested in buying AllyCare Support, please click on the contact us button below and we’ll reach out to you with more information.

*Your savings depends on the support program features you take advantage of.
**Refer to Terms and Conditions for TAC staffed hours T&C
***AllyCare may not be available in all countries, see Terms and Conditions for details T&C

REGISTER YOUR PRODUCT

Claim your AirCheck, LinkRunner, LinkSprinter, One Touch, and Test Accessory products on Link-Live

By claiming your products, you can start storing and managing your test results and testers using the free Cloud Service. Link-Live allows test results from your testers to be automatically uploaded, providing users with a unified dashboard of both wired and wireless network connectivity results.

When new firmware is available, products that are covered under AllyCare Support can get firmware updates directly downloaded to the unit from Link-Live.

Click below to register your AirMagnet Survey/Planner, Spectrum XT or WiFi Analyzer PRO Products

For customers that do not have access to My AirMagnet, you will need to obtain a password. If you have not yet received your password via email, you can get one by REGISTERING YOUR PRODUCT.

SELF-HELP KNOWLEDGE BASE & FAQS

Frequently Asked Questions

Licensing/Installation

  • AirMagnet Survey/Planner: 'No Valid License Detected on Your System' error message
  • AirMagnet Survey/Planner: What should I do if the version listed in the license file is less than the build installed?
  • AirMagnet Survey/Planner: How do I verify the HOSTLOCKADDRESS in the license file matches my adapter?
  • AirMagnet Survey/Planner: What should I do if the adapter the license is tied to is not visible via the command prompt?
  • AirMagnet Survey/Planner: Which adapter should I choose to tie to my license?
  • AirMagnet Survey: How do I update my license to use a new MAC address?
  • AirMagnet Survey/Planner: How do I install a license for a new installation?
  • AirMagnet Survey/Planner: How do I install a license downloaded from My AirMagnet?
  • AirMagnet Survey/Planner: How does licensing work?

Active Survey

  • AirMagnet Survey: Is a Windows Wireless Profile required for Active Surveys?
  • AirMagnet Survey: How to configure a Windows Wireless Profile for Active Surveys
  • AirMagnet Survey: How to test a Windows Wireless Profile for Active Surveys

WiFi Adapters/Drivers

  • AirMagnet Survey: What are the differences between preferred adapters and other adapters?
  • AirMagnet Survey: What are the limitations when using a non-preferred/”other” adapter?

Iperf

  • AirMagnet Survey/Planner: How do I configure the Windows Firewall for iPerf Port Access?
  • AirMagnet Survey/Planner: Which ports are used in an iPerf Survey?

Antenna Patterns

  • AirMagnet Survey/Planner: Where can I find new antenna patterns for Survey?

Link-Live

  • Link-Live – I am unable to claim my device.
  • Link-Live – How is my data secured in Link-Live?
  • Link-Live – Not receiving an activation email or notification email.

LinkSprinter

  • LinkSprinter – How to restore to factory defaults.
  • LinkSprinter - Will I have to claim my unit again after a factory reset?
  • LinkSprinter – Where can I find the product serial number?
  • LinkSprinter – Cable Test with wiremap adapters
  • LinkSprinter – What do the LED’s mean?
  • LinkSprinter – how do I configure a proxy server?
  • LinkSprinter - Why do I see the wrong switch port advertised in an Ethernet test?

LinkRunner AT

  • LinkRunner AT – Where can I find the product serial number?
  • LinkRunner AT – Cable Test and Wiremap
  • LinkRunner AT - Why do I see the wrong switch port advertised in an Ethernet test?
  • LinkRunner AT – How do I restore factory defaults
  • LinkRunner AT - Will I have to claim my unit again after a factory reset?

LinkRunner G2

  • LinkRunner G2 – Where can I find the product serial number?
  • LinkRunner G2 – Cable Test and Wiremap
  • LinkRunner G2 - Why do I see the wrong switch port advertised in an Ethernet test?
  • LinkRunner G2 – Restore defaults
  • LinkRunner G2 – How do I restore factory defaults
  • LinkRunner G2 - Will I have to claim my unit again after a factory reset?

OneTouch AT G2

  • OneTouch AT G2 – Where can I find the product serial number?
  • OneTouch G2 - Why do I see the wrong switch port advertised in an Ethernet test?
  • OneTouch AT G2 – How do I restore factory defaults
  • OneTouch AT G2 - Will I have to claim my unit again after a factory reset?

AirCheck G2

  • AirCheck G2 – Where can I find the product serial number?
  • AirCheck G2 - Why do I see the wrong switch port advertised in an Ethernet test?
  • AirCheck G2 - Can AirCheck G2 find and connect to hidden network SSIDs?
  • AirCheck G2 - Will I have to claim my unit again after a factory reset?

OneTouch AT 10G

  • OneTouch AT 10G – Where can I find the product serial number?
  • OneTouch AT 10G - Why do I see the wrong switch port advertised in an Ethernet test?
  • OneTouch AT 10G – How do I restore factory defaults
  • OneTouch AT 10G - Will I have to claim my unit again after a factory reset?

My Account

  • My Account – Where can I find My Account on the website?
  • My Account – How can I access the upgrades to my LinkRunner, AirCheck, or OneTouch product, that I used to get from the My Account website?
  • My Account – How can I see what products I have covered under support, which I used to see in the My Account website?

AllyCare Support

  • Support – What is the difference between AllyCare Support, Gold Support and MasterCare Support?

TECHNICAL SUPPORT & REPAIRS

NetAlly hardware is warrantied for product defects for 12 months
and for software defects for 90 days from date of shipment.

AllyCare Support provides your products with extended product support beyond the standard warranty period.

Should your NetAlly product need repairs, or if you have support questions, complete the following form and one of our technical support engineers will respond shortly

NOTE: For Ruckus Wireless ZonePlanner, please contact the Ruckus Wireless Support Team.

Contact Technical Support

PRODUCT DOCUMENTATION & DOWNLOADS

SOFTWARE DOWNLOADS & UPDATES*

For manual software downloads for customers who choose not to use automatic OTA
(over-the-air) updates for NetAlly network testers please visit https://link-live.com/downloads

AirMagnet (Survey PRO/Planner, Spectrum XT, and Wi-Fi Analyzer PRO) please visit https://airmagnet.netscout.com

*Note: AllyCare extended product support may be required for some software downloads.

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