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Ruckus Swtich and/or AP blocking certain Apps and Websites.

jakeherr1

I have a Ruckus Swtich and 2 APs installed in my Lennar home. These are connected to an AT&T gateway. I have reset all equipment many times and still having issues with certain Apps or websites not loading.

Does Work: Youtube, Netflix, Most Websites

Does Not Work: Hulu, Sonos, Certain Websites.

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imran.sanadi@commscope.com

Hi @jakeherr1

Greetings!!!

Thank you for reaching out to the RUCKUS Lennar Home Community.

We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.

Based on the information provided, it appears that you are encountering intermittent internet connectivity.

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

To better assist you, could you please provide the following information:

1. Can you confirm if your RUCKUS setup was previously operational, and if there were any power outages before the issue began?
2. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

3. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.
4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

Please log into your RUCKUS Account before uploading these photos/screenshots.

Please help me with ALL the above queries and should you have any further questions or concerns, feel free to reach out.

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

jakeherr1

1. Yes the Ruckus equipment was previously operational for several years. We do have power outages every so often and also had an issue where the AT&T fiber line was cut. AT&T has fixed this issue confirmed the internet from the gateway is working correctly which leads us to believe the issue is with Ruckus equipment.

2. Picture attached - The switch is showing only green lights for the following areas: PWR, SYST, STAT. All other lights are not illuminated.

3. Yes, internet from AT&T gateway is functioning.

4. There are 2 AP's connected to the Ruckus switch. Photos Attached showing lights. AP1 shows PWR, 2.4G, 5G illuminated AP 1 AP 1 AP 2 AP 2 Swtich Swtich green. AP2 shows PWR, CTL, 5G as green and the 2.4G as amber.

imran.sanadi@commscope.com

Hi @jakeherr1

Thank you for your response and for providing the detailed information.

The issue you're experiencing may be related to a routing code problem following a power outage.

To troubleshoot and resolve this, please refer to the following RUCKUS Lennar Knowledge Base article:
/kb/articles/2-fixing-ruckus-icx-7150-c12p-switch-routing-code-spr-issue-using-command-line-interface-cli

Please let me know how it goes or if you encounter any issues during the process, I’ll be happy to assist further.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

imran.sanadi@commscope.com

Hi @jakeherr1

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

jakeherr1

Hi, I have attempted to follow the instructions but am still stuck. I am able to locate the IP address login screen for the Ruckus Switch but do not know what my username and password are. Is their any way to reset this so I can login and try to complete the instructions provided?

imran.sanadi@commscope.com

Hi @jakeherr1

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

imran.sanadi@commscope.com

Hi @jakeherr1

Greetings!

Could you please confirm if you have attempted to troubleshoot the SPR issue as outlined in the article I shared earlier?

Please let me know.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

imran.sanadi@commscope.com

Hi @jakeherr1

Greetings!

Could you please confirm if you have attempted to troubleshoot the SPR issue as outlined in the article I shared earlier?

Please let me know.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

imran.sanadi@commscope.com

Hi @jakeherr1

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

If we do not receive a response from you within 24 hours from the timestamp of this message, your case will proceed to closure.

Thank you.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

jakeherr1

Hi,

As per my earlier message, I cannot troubleshoot the SPR issue as outlined in the article because when I get to the log-in step I do not know what the username or password should be to login? I tried the default username and password as mentioned in the login along with what I have written down as the username and password from initial setup.

I need a way to log in before I can proceed with the SPR issue.

imran.sanadi@commscope.com

Hi @jakeherr1

Greetings!!!

Thank you for your response and the update.

Could you please try to use the Telnet option that doesn't require username and password. Refer to the screenshots below.

Telnet – Port 23 (If SSH doesn’t work)

If you can access the Command line should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command

enable

show version

show flash

Please let me know how it goes.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

imran.sanadi@commscope.com

Hi @jakeherr1

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

imran.sanadi@commscope.com

Hi @jakeherr1

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

jakeherr1

Hi Imran,

I have tried on multiple computers to download the Putty Terminal Emulator and the download/install process fails each time. I am completely stuck. Can I please schedule to have a technician come to my home to get this fixed? This issue has lasted for over 4 months.