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Ruckus App and system not working

akethan2

Hello,

currently my Ruckus system and app are not working. Below are the trouble shooting steps I have taken.

I have tried redownloading the app. I have restarted my phone. I tried logging onto the website. It keeps telling me I am not connected to a Ruckus network. I am not sure what to do. Thanks for any support.

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Bcliff8285

it seems many of us are having this same issue

akethan2

Have you tried doing a factory reset? Yes, I have noticed people are having similar issues. Has there been a solution posted?

Bcliff8285

Yes I tried factory reset which did not resolve the issue .

akethan2

Are you in MD by any chance?

pixelmaestro

See if you can track down the IP address and access via a web browser. It looks like some kind of oAuth error on the app.

Bcliff8285

NO I am in FL

akethan2

I am still getting the same error using the web. I have tried Mac and Windows computers.

My IP address just takes me to my internet provider. To go to this screen I am using Unleaned.ruckuswireless.com

Bcliff8285

Also, this is more of a global issue effecting many users. Many more who probably never sign in to the app so they are not aware of the issue. A reset of the access points is not the answer.

akethan2

So are you also having connection issues?

We are having both connection issues and app issues. Luckily we have an old router we only use for work.

pixelmaestro

This would be a DHCP IP address assigned by your internet router. Example: I can locate my Master AP IP address by using ATT Smarthome Iphone application.

akethan2

Hey pixelmaestro, I going to need to little more hand-holding. I am using verizon fios. I am not sure how to access my Master AP IP. I could find the ATT Smarthome app either.

Can you please walk me through on how to find it.

Scipe11

I am having the same issue. Started yesterday now today. Has there been a fix?

imran.sanadi@commscope.com

Hi @Scipe11

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well

As this case is raised by @akethan2

To avoid confusion with posts, you can create your own post with the problem you're facing and a detailed description of the network issue and what you've done so that we can guide you properly.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Bcliff8285

I have had this issue since 6/9 with no resolution

imran.sanadi@commscope.com

Hi @pixelmaestro

Greetings!!!

To avoid confusion with posts, you can create your own post with the problem you're facing and a detailed description of the network issue and what you've done so that we can guide you properly.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

imran.sanadi@commscope.com

Hi Team

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Apologies for the inconvenience caused.

PLEASE NOTE: This is a known issue on which we are working with our Engineering Team internally. And This issue is expected to be fixed in the upcoming Unleashed version 200.14 software release and the App Release.

The estimated Time of Arrival (ETA) for the release is Mid of July 2023.

For now, please refer to the workaround, that will be using the IP Address of Master AP as described in the below process.

If you haven’t tried Accessing Unleashed on a web browser via the IP address of the Access Points, could you please try to find the Master IP address of the Access Point and try to check it on a browser? Please refer to the below guide to find the IP address.

How to find my Ruckus “Devices IP address” using free applications:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Device...

You should see the below Unleashed dashboard after finding the IP Address of the AP. Try to log in

Refer to the below screenshot to know your MASTER IP Address on the Web Unleashed system.

Once you find and can log in via the IP Address of the Unleashed Master Access Point, please try the below steps.

1. Make sure you are connected to the RUCKUS Access Point Wi-Fi Network.

2. Click on ‘change login destination’. (Please refer to the below screenshot)

3. Put your Unleashed MASTER Access Point IP Address as ‘Destination IP’ and save it. (Please refer to the below screenshot and 0.0.0.0 is just an example)

4. Now try to log in to Unleashed App using your credentials.

Please follow ALL 4 STEPS as explained above.

Please let me know if you have any queries in this regard.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Scipe11

Work around does not work. I unplugged the the entire system since it’s not working. When do I need to plug it in to get the update and how will I get the update if the system does not work?