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Ruckus APP says: You are not connected to Uleashed network. Go to settings?

unknown

I recently configured and installed an unleashed network with 5 R320 ap's at my clients place. Everything worked perfecty. The Ruckus iPhone and iPad app worked fine also.
Today I had to reboot the PoE switch. All AP's were turned of and turned on again. But after that, if I try to open the app on my iPhone or iPad, it says "You are not connected to Uleashed network. Go to settings?"
The wifi works just fine though. Internet connection and speed is ok. I just can't connect with the Ruckus app anymore. Also the CTL led on the ap that was configured as master is off. I didn't check the other four ap's jet though.

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hayward_kong

When you are the ruckus WiFi, did you try unleashed.ruckuswireless.com on the app? Did you try that on a laptop through a web browser? It’s possible that it switched to one of the other APs as master unless you set as a preferred master.

hayward_kong

Also just curious what unleashed firmware your client is using?

unknown

It must be a bug in the software. Today I reset all 5 ap's. Then I booted one ap, connected to the configure me wifi, and opened unleashed.ruckuswireless.com in my browser. I got into the first configuration page. The version is 200.7.10.202.92 (see image00.png). After that I went through all steps (see image01 to 05). After that the wifi is indeed working (with still only one ap). But if I try to open unleashed.ruckuswireless.com again in my browser it won't get in, and also the app gives me the message "you are not connected to Unleashed network" (see image06.png). I can add the other 4 ap's and they will all work. But I cannot make any changes to the configuration. Image_ images_messages_5f91c45d135b77e247a48f04_43d5c61721b5dbf56a8933c8dbc47e5d_RackMultipart20191216114097r8m-516e76d9-839b-44c4-878e-711e487abcd9-1005147757.PNG1576500859

Image_ images_messages_5f91c45d135b77e247a48f04_43d5c61721b5dbf56a8933c8dbc47e5d_RackMultipart20191216114097r8m-516e76d9-839b-44c4-878e-711e487abcd9-1005147757.PNG1576500859

image0

image02

image03

image06

Sorry, this should be the last image

hayward_kong

I would suggest rolling back all the ap’s to firmware 200.6.x.... I know 200.7.x has speed issues with iOS devices where downloads are as low as 79mbps... ruckus is aware of the speed issues now when encryption is used.

hayward_kong

If your client has a support contract you might consider opening a ticket to report the bug.

michael_brado

At that point, does your phone see the SSID you created when you setup the Unleashed network?

I think you lose connection after the last screen, as Unleashed sets up with your details. It might be saying to look for your SSID.

Is there a wired PC on the LAN, and can it ping your AP's (if you lookup their MACs in a DHCP lease table)?

unknown

>does your phone see the SSID you created when you setup the Unleashed network?
Sure it does show the SSID i created. And of course I can connect to the new SSID before I tried opening the app on my phone. Connecting to the SSID i created works fine and I do have internet AND a roaming network (tested in a large building with multiple floors and lots of rooms, the signal is good everywhere).
It is just that I can not manage the network.
I tried finding the ap's in the router but couldn't see them in the dhcp list.

unknown

I rebuilt my unleashed network recently and had the same problem with getting the app to connect. The issue is related to DNS host unleashed.ruckuswireless.com not resolving properly. You can get around by finishing the unleashed network setup from a computer. Follow the below steps after the unleashed network is complete with the setup. (This is the process I went through to get mobile app access on firmware 200.7.10.202.118 on a pair of r500's).

1. open the app on your device and tap "manage network"
2. if you're logged into a social account then you need to log out by tap the 3 - at the top right and tapping "logout" and confirm with "yes" (You won't loose any other networks since its tied to your social account).
3. Tap "Change login destination ?" at the bottom right, just under the blue "Unleash" button.
4. Manually input the IP address or hostname of your access point and tap "Ok" (IP address will be easiest if you don't have an internal DNS resolver).
5. Input the admin username and password you used during the unleashed setup and tap "Unleash".
6. During the login process you will be prompted to continue or add to a social account, just use the same social account you have any other unleashed networks added to.
Image_ images_messages_5f91c44a135b77e247a08b22_dcc799ee6ae359daa8dd2878b663c4b5_RackMultipart202006141213931ib-99636dfb-c0d0-4cb4-a1ad-59503ed81603-189405136.png1592162488

Image_ images_messages_5f91c44a135b77e247a08b22_dcc799ee6ae359daa8dd2878b663c4b5_RackMultipart202006141213931ib-99636dfb-c0d0-4cb4-a1ad-59503ed81603-189405136.png1592162488

Image_ images_messages_5f91c44a135b77e247a08b22_788241615976c209d31d64d9c12c9263_RackMultipart20200614260031rsf-a643c8dd-8eec-4303-b766-3bbde4c0075e-1062435507.png1592162491

sergiosoto78

I have the same issue. I tried the IP address and still no luck

unknown

Personally... I find the app to be too dumbed down, and just avoid using it.

Erez_Kataby

Well, it has been three years since the last note here, but was there any solution found?

Been using the app for quite a few years now and didn't experience this issue until last month when we did an install of 3x R320Us; eventually I was able to add it but didnt do anything different. The customer however did indeed need to change his login destination to the IP address for it to work (and I also assumed it was because the DNS wasnt resolving properly). Also had it on a much older 2x R310U setup that I revisited last week and was unable to get it to add to my social network (I was able to add if I logged in with customer admin credential and setting destination with explicit IP address but didnt get any prompt to add to social account as suggested in an earlier post) I'm keen to understand what is causing this and whether anyone has a resolution?

technologyconc

THIS TOTALLY WORKED! THANK YOU ITS BEEN MAKING ME CRAZY

sanjay_kumar

Hi @technologyconc

We have a fix implemented to resolve the iOS DNS issue. Please follow the below article for complete information and steps.

https://community.ruckuswireless.com/t5/RUCKUS-Self-Help/iOS-mobile-app-unable-to-login-to-manage-Unleashed-network/m-p/66420#M196

mcfly42

So there's never been a reply from support on this? My app hasn't worked for over a year, so I can't upgrade jack. Hugely frustrating!

sanjay_kumar

Hi @mcfly42

I have replied on this post with the root cause and the fix.
Please find the below link for complete information on the issue and the fix.

https://community.ruckuswireless.com/t5/RUCKUS-Self-Help/iOS-mobile-app-unable-to-login-to-manage-Unleashed-network/td-p/66420