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Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

unknown

I think this might be related to App permissions and the Ruckus Unleashed App not being updated Android 11:

We've sold Ruckus APs to a number of our clients, but when I try to add a new Ruckus Unleashed, using my Google Pixel 3A XL running Android 11 i get:

"You need to be connected to an Unleashed network for remotely managing it. Do you wish to go to settings and select the right network?"

Even if I'm connected to the Ruckus Unleashed network I'm trying to add.

I have to use and older Android Tablet to add a new network to my account. It's then visible in my account, including on my Google Pixel 3A XL.

I was deploying a new Ruckus solution at a Client today, and I added the network using the 'hack' with the older Android Tablet, but when the Client tried adding the Ruckus Unleashed network he experienced the same problem, and he was using an iPhone.

My guess is that the app is not updated for the newest permission system on Android (and maybe iPhone?): I can't see the App has asked for permission to access information on a device's network state or similar, and therefore the permisson has not been granted..

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Accepted answers

arsalan_habib

Hi Robert,

After investigating a similar issue with another customer we found out that there is a Private DNS setting which was turned ON, because of which the unleashed.ruckuswireless.com hostname did not resolve. Can you check if this is ON for you and can you test the app by turning Private DNS option OFF please?

Image_ images_messages_603751ba129ce112e92b9782_1fe944bc917c0b539889d426f76dd0cf_PrivateDNS-6f2bb97b-6c23-4fe8-80f4-09f28112050c-427428607.png

All comments

arsalan_habib

Hi Robert,

We used to see this issue with iOS sporadically but not from Android, however we are seeing a few complaints about the same thing for Android lately. We are debugging this and I will update you with our findings. Thank you for reaching out to us. You can also directly communicate with us at mobile@commscope.com.

arsalan_habib

Robert, may I ask what Unleashed AP version did you encounter this problem on?

unknown

Firmware 200.9 (latest, according to the device).

Edit: Ruckus R550 - full version number 200.9.10.4.212

unknown

Same problem on R310 running 200.7.10.202.118.

arsalan_habib

OK and this problem is with both connecting to configure.me AND an installed and up and running Unleashed network?

arsalan_habib

Hi Robert,

unknown

Yep, that did it!

The settings looked a bit different on my Phone, but I found it.

For reference, here is how it looks on my Android Phone:

Image_ images_messages_6037ea8bcf34dc641c517579_bec576eb03855df7fd3c0a0332fe5ec9_Screenshot_20210225191248-9d2295c3-9c7c-43ce-97ac-c9e8e03e4d03-1344051811.png

And here's where you change it:

Image_ images_messages_6037ea8bcf34dc641c517579_1a7c0cfad4764e65b3b94fda23016703_Screenshot_20210225191232-dbcf47c0-1084-4eba-b2f2-2c28cdfa6ef0-1309881534.png

Thank you!

moshek_kirsh

Thank you for your response. I am having a similar issue on iOS and can't seem to resolve it.

I have an older iOS device that is able to add a system to the unleashed, but newer iOS devices do not recognize the network. I additionally can't access "unleashed.ruckuswireless.com" from any web browser on the iOS.

What is the equivalent fix for iOS devices?

sanjay_kumar

Hi @moshek_kirsh
Could you please confirm the IOS version and the Unleashed version which you are using?

moshek_kirsh

iPhone 6s - Runs iOS 15.7 - Can access "unleashed.ruckuswireless.com"

iPhone 11, 13, & 14 PRO - Runs iOS 16.2 - Can NOT access "unleashed.ruckuswireless.com"

lll04

I had the same issue on both my iPhone and iMac. I logged onto my Windows VM and was able to log onto the app no prob. What is the resolution to use the apple products?

shomari

Same issue I have noticed recently with my Apple iPhone (IOS 16.5) and my MacBook. The IPhone says "You are not connected to Unleashed network. Go to Settings?" even though I am on the Wifi network with the Ruckus. On the MacBook when going to unleashed.ruckuswireless.com it brings up a message "Attention! Your device isn't connected to the RUCKUS Unleashed network". It seems numerous people have been having the same issue in the past couple days. Is there any resolution?

Wherbawi

I have the same problem , my network is Ruckus R320 , latest firmware ( R320_200.14.6.1.179 ) and latest firmware at my Iphone 12 ( IOS Version 16.5 )

sanjay_kumar

Hi,

The issue could be due to IOS device supporting Security DNS option. We are already aware of this issue and it will resolved in the 200.14 MR with new mobile app.

https://community.ruckuswireless.com/t5/Unleashed/Unable-To-Sign-Into-Rucked-Unleashed-App/m-p/60559/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufExJVlNIV1ExOTgzSzZZfDYwNTU5fFNVQlNDUklQVElPTlN8aEs/page/3

djohn

Did we fix this issue? I am still having the same problem

sanjay_kumar

Hi @djohn
Unleashed version 200.14.6.1.199 is already available with the fix. However, new mobile app for IOS device is yet to release and it got delayed as we are addressing some additional issues.

I will keep the thread updated as soon as we have ETA on this.

sanjay_kumar

Hi All,

Unleashed app for IOS and Android has been released with the fix. The app is available on Apple store and Play store.
Please make sure that the APs are upgraded to the latest version as well 200.14.6.1.199.

Dan

Do I need to delete the app off my Iphone and reload the App through the App store to get the updated version?

sanjay_kumar

Hi @Dan
Yes, you either need to delete the old app or upgrade it. Below is the complete details.
https://community.ruckuswireless.com/t5/RUCKUS-Self-Help/iOS-mobile-app-unable-to-login-to-manage-Unleashed-network/td-p/66420

igoraraujo

Android 11,12 e 13 solicitam um domínio e certificado para conectar na rede wifi AP Ruckus R350 Indoor

Boa tarde, .

Onde trabalho também estamos enfrentando esta dificuldade. Aparelhos Motorola e coletores zebra com Android 11,12 e 13 não se conectam a rede wifi corporativa.

Aqui temos access points e controladora são Ruckus. O problema surgiu após a substituição dos access points que ocorreu no mês de Maio 2023.

Desde então, venho informando os colaboradores que ainda não encontramos uma solução (a maioria dos usuários trocaram seus smartphones por Samsung, Xiaomi, Realme e Iphone).

Temos colaboradores com versões de android desatualizadas (com android 8,9 e 10) e que conseguem se conectar normalmente, então acredito que esteja relacionado com algum patch de segurança que entrou nestas últimas atualizações.

Segue abaixo o padrão de acesso:

Segurança: WPA/WPA2 ENTERPRISE ou WPA/WAP2/WPA3 ENTERPRISE

Método EAP: PEAP

Autenticação da Fase 2: MSCHAPV2

Certificado CA: NÃO VALIDAR (Obs: Importei o certificado ca para testar, nenhuma das duas formas conectou na rede wifi corporativa)

Identidade: domínio\nome do usuário (conta do AD)

Senha: senha do usuário (senha da conta do AD)

Rede Oculta: Sim

Ao preencher as informações de acesso desta maneira e clicar em 'Conectar', simplesmente volta para a tela onde mostra as redes disponíveis como se nada tivesse acontecido(Fica trocando entre SALVA / CONECTANDO, depois de certo tempo no android 13 aparece o erro PROBLEMAS DE AUTENTICAÇÃO). Teve alguns motorolas com android 11, 12 e 13 que solicitavam o domínio, o certificado ca foi copiado para os celulares e instalado, mas mesmo assim eles não conectaram.

Isso também ocorre com os coletores zebra que usam os androids 11,12, e 13. Os coletores zebra com android 8,9 e 10 a rede wifi corporativa conecta normalmente.

O que eles me informaram é que os certificados são automaticamente baixados em Android anteriores, pois é possível se conectar sem a validação dos certificados.

Verifiquei que é nativo do Android exigir que utilize um certificado CA ou Domínio para permitir a conexão segura entre smartphones com Android 11 e superiores.