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No lights illuminating on 2 APs (Lennar Home)

waterskigirl

Can anyone help with troubleshooting tips / where to start, please? We have an 8 yr old Lennar home . AT&T came out and changed out our modem a few months agoand I believe that's when the APs stopped working. I look in the "data/cord cabinet" in the laundry room and have NO idea where the 2 RUCKUS cables are...or plug in...etc. Completely tech challenged so would truly appreciate some basic training. I called the Lennar Ruckus Support line (877-676-8641) but it has been disconnected. Thanks in advance!

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waterskigirl

Hi Imran- wanted to give you an update… you can officially close this ticket out. I ended up having to call Lennar who had one of the original architects of the ruckus/AP set up in 2017 in our community. He came over for a few hours and ended up getting rid of the router and put in a POE switch instead. Have full Wi-Fi now. Thank you so much for the correspondence and your patience. !!

pinky_ruckus

Hello @waterskigirl ,

Thank you for sharing the response.

We are glad to know that the issue is resolved, and you are able to access the Wi-fi..

Please feel free to contact us if there are any issues in this regard in future.

Thank you for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

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imran.sanadi@commscope.com

Hi @waterskigirl

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 your RUCKUS Access Points have no power.

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. 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.

2. 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.

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

Please help me with 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

imran.sanadi@commscope.com

Hi @waterskigirl

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

waterskigirl

Hi Imran! I'm so sorry for the delay, but thank you for your follow up! I thought I could check this for you and get back to you, but I do think I'm going to need someone to come to the house to help. I have ZERO idea which are the 2 cables from the ceiling wifi extenders so have zero idea what switch, what outlet you are talking about. My brother will be here on Friday and I'll see if he can help. I called the Geek Squad at Best buy to come out, but they cannot come out to help fix it...only set up something new. Should I call AT&T, my ISP? i was trying to attach a pic of one of the ceiling mounted wifi extenders, showing no lights, but i don't have that icon available??!! . Thank you!!!

waterskigirl

actually...now i see it..sorry. Here is the pic of one of the extenders.one of 2 wifi extenders (ceiling mounted) without power/ lights

imran.sanadi@commscope.com

Hi @waterskigirl

Greetings!!!

Thank you for your response and the detailed explanation.

Let me help you get this resolved as quickly as possible.

Could you please unplug the ethernet cable connected to the affected AP/Extender from the RUCKUS ICX-7150-C12P Switch and plug it back into any other available 12 ports (1–12)?
(Please refer to the screenshot below for guidance.)

Once done, check if the extender powers back on.

Please let me know how it goes.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

waterskigirl

Hi! thank you for your quick response. I don't have a "RUCKUS ICX-7150-C12P" But, are these 2 white blocks (encircled in pic attached) dedicated to the 2 ceiling mounted wifi extenders?

If so...I have followed them into the AT&T wifi Gateway and plugged them into open ports of the router...and the lights on both WiFi extenders were still off.

waterskigirl

wifi extender plugs?