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Ruckus Cloud Outage - Network Down - APs and Licenses got deleted

unknown

Received alerts this morning at 4am PST all our licenses expired. Checked online and all our APs got deleted.

Got on the phone with Ruckus and they say its a known outage.

Anyone else still down at this moment?

All our APs got wiped from our cloud portal, end users no longer seeing our SSID brodcast.. we are completely down on wifi

edit: we are in Los Angeles

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unknown

I am also facing the same situation here in Sao Paulo (Brazil) since 7:00 am BRT (02:00 AM PST).

The case has been opened at Ruckus Support, but there is no estimate of when it will be resolved.

All our APs have been disconnected since 7 am.

unknown

Maybe I have not done a full search, but I found no previous warning / notification that there would be a maintenance on Ruckus Cloud today, either, that the service could be an outage for so long.

unknown

we are still down -- its been about 10-11 hours total now. have you dialed phone support? any updates

unknown

We are still down in Florida 5:02 PM Eastern time. Over 12 Hours now. Very very bad for us.

unknown

Yes, I talked to a Ruckus Support engineer by phone early in the morning.

He said they are working to reactivate the service as soon as possible, it is an issue with License Server, the case is escalated, but in fact, nothing has changed since the beginning of this outage.

Still down since 7:00 AM BRT (02:00 AM PST) Over 11 hours now.

unknown

are you guys showing any AP in the portal? or is it still 0?

unknown

Zero!

unknown

from my observation: it looks like the licenses got readded to my account - tried manually adding the serial numbers to the AP, it gets added but the provisioning server is not up. so the APs show "never connected to cloud"

unknown

Commscope's stock could plummet on Monday if this problem persists without a solution, and it seems that everything is on its way.

Worse than the problem is the company's lack of attention because no information is shared about the progress of the case, nor is there any prediction of when it will be resolved.

unknown

still down - any updates from you guys? its now 13+hours

unknown

Still down here too. After more than 14 hours.

No Ruckus Support information / contact for more than 5 hours - total silence.

unknown

still down for me. 11PM pst... anyone else?

i am still showing zero APs on my portal. end users do not see any SSID broadcasted.

/anyone got any news from support???

unknown

28 hours later and the network still down.

unknown

Any news from folks in Florida and Los Angeles? Is anyone somewhere else in the world still having trouble with Ruckus Cloud?

Has anyone managed to implement any bypass solution to reactivate the network?

unknown

It seems we are up and running in Florida. Not sure about the rest of the World.

unknown

How about you WL in LA? Is your network back - up and running?

unknown

Only 4 of our APs came back online. The remaining 9 are still offline. It says 'never contacted cloud'

We have a total of 3 venues, so only 1 venue is up, but only 30%. not even fully. The other two sites are down, completely

How many APs do you guys have? Phone support is saying they are combing per accounts to manually add and delete APs, per account. There's no blanket fix I don't think

Still down in Los Angeles

unknown

We have 1 venue and 38 APs still offline. We have tried to enter the APs manually, but have received the message that the AP serial number already exists.

The Ruckus Support message remains the same. They hope to resolve in the next few hours and ask for patience.

Still down in Sao Paulo.

unknown

we just got fixed- up now in Los Angeles.

the main issue is the WAPs are pointing to license-expired.ruckus.com, you will likely need an engineer on to ssh into each AP to point it away.

this office location has only 13APs, which is managable.. i cant imagine what can be done with a much higher AP count, if not done manually

rajiv_iyer_a343

Hi all,

We are deeply sorry for this service outage. Ruckus cloud team is working on resolving this issue.

We are being hit by a Flexera licensing
outage. 3.6% of cloud managed APs were impacted yesterday. As of this morning, 50% of the APs are back online. Currently, 1.8% of APs are still impacted. This number includes APs in North America and Europe data centers.

Thank you,

Ruckus Cloud Team

rajiv_iyer_a343

Ruckus Cloud Service Status update:

Ruckus Cloud service is mostly restored.
A very small set of customers are being impacted at this time
In North America, 21 APs across 11 customers are still impacted
In Europe, 30 APs across 12 customers are still impacted
Since Flexera licensing service is showing intermittent connectivity, we have taken steps to prevent this from impacting Ruckus Cloud service

Ruckus Cloud team is continuing to work the issue. Sorry for the inconvenience and thanks for your patience and understanding.

unknown

Hi Rajiv,

I really appreciate your update, however, the numbers need to be updated.

There are more 38 APs remain completely unavailable since at 7 yesterday morning.

These APs are in Sao Paulo (Brazil) and we connected to the Ruckus Cloud US.

rajiv_iyer_a343

Ouch. Can you email me (rajiv.iyer@commscope.com) your tenant ID?

unknown

E-mail sent!

Thank you very much in advance.

unknown

@Rajiv,

Appreciate you being on this thread for the update-

Can I suggest an official NOC Alert or Status page for future situations like this?

rajiv_iyer_a343

Very definitely! That's something we are discussing too. Thanks.

rajiv_iyer_a343

Ricardo - Got it. NOC and customer support teams are working on it.

rajiv_iyer_a343

Just updating this thread. As of 7 hours back, APs were back online.

rajiv_iyer_a343

Update:
------------

We have confirmed that Ruckus Cloud service has been restored for nearly all customers. If you believe, that you are still having issues, please contact Ruckus customer support.

Thanks for your understanding and patience.