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Unable to manage network (app/desktop login)

acuva1

Unable to manage network via mobile app and web app
On the Ruckus unleashed app - I am unable to login and get 'you are not connected to Unleashed network. Go to settings?’
On https://unleashed.ruckuswireless.com/ I get 'Attention! Your device isn't connected to the RUCKUS Unleashed network.'

Live in a lennar home with ICX 7150 switch and 3 R510 AP’s. Internet works flawlessly, but no longer being able to manage the network is an issue. I’ve seen this issue posted before but no solutions which work for me

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Accepted answers

imran.sanadi@commscope.com

Hi @acuva1

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the detailed information you shared.

As per the case description, I could understand that your Unleashed App is not working.

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-Devices-IP-address-using-free-applications/td-p/47027

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

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 check and confirm.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

All comments

imran.sanadi@commscope.com

Hi @acuva1

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the detailed information you shared.

As per the case description, I could understand that your Unleashed App is not working.

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-Devices-IP-address-using-free-applications/td-p/47027

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

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 check and confirm.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

acuva1

Thank you, this worked. I can now see my 3 AP's but my switch does not come up. How can I add it?

imran.sanadi@commscope.com

Hi @acuva1

Thank you for the response and the update.

Great!!! Good to know that, you are now able to log in to the Unleashed App.

Please try the below steps to add Switch back online on Unleashed.

Make sure the management approval is enabled.

https://docs.commscope.com/bundle/unleashed-200.9-onlinehelp/page/GUID-A887C55E-6973-4496-9413-302E8DE175AA.html

If it is already enabled or once, you enable it please hard reboot your Switch (disconnect and connect the switch from the power outlet). Once the Switch boots up, please try to refresh Unleashed and check the Switch status.

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Lepresean

This worked great. Bakc up and running. Thanks Imran

Lepresean

Hi Imran, My Master/AP came back up and i can now get into the Ruckuss App again. The screen says "No Switches". I am not sure if this is what it always said ? How do i know if something should be coming up here ?

acuva1

Will this work if I am on version 200.8?

imran.sanadi@commscope.com

Hi @Lepresean

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well

As this case is raised by @acuva1

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 @acuva1

Greetings!!!

Thank you for the response.

Yes, it should work on the 200.8 Version. However, we suggest upgrading your Unleashed APs to the latest version.

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

acuva1

Hi Imran, this did not work. Still unable to see the switch after following the guide

imran.sanadi@commscope.com

Hi @acuva1

Thank you for the response and the update.

As your Switch is showing as Disconnected it could be for multiple reasons, (Please refer to the below picture)

Please follow the below steps to get Switch in sync with Unleashed. We will delete the Switch from Unleased and Add it back.

Steps to synchronize the Switch (ICX-7150-C12P) to the unleashed Access Points:

Switch side:

Make sure the management approval is enabled.

https://docs.commscope.com/bundle/unleashed-200.9-onlinehelp/page/GUID-A887C55E-6973-4496-9413-302E8DE175AA.html

Access Points (unleashed) :

On the Unleashed dashboard

1. Remove the existing Switch from the Unleashed (Please refer to the below picture):

2. Hit Add on that dashboard

3. Put the IP address of the ICX switch (ICX-7150-C12P) and Password.

You should see the Switch Dashboard as shown in the below screenshot to confirm it’s a Switch IP Address.

To confirm the Switch IP address, try to access your switch from a web browser by pasting the below URL in http or https form whichever that works.

https://0.0.0.0 or http://0.0.0.0 (IP address of Switch. 0.0.0.0 is just as an example)

4-Username and password for Switch authentication are the same as what you use to log in for Switch on Web or CLI (Putty).

https://docs.commscope.com/bundle/unleashed-200.9-onlinehelp/page/GUID-30C6694A-6AEE-4DF8-9459-1AB189D415D2.html

To sync the data, it will take us a while, so after a couple of minutes, it should say connected.

Once the Switch gets synchronized, please check the dashboard again.

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.

imran.sanadi@commscope.com

Hi @acuva1

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Apologies for the inconvenience caused.

PLEASE NOTE: The Unleashed App issue 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 a previous post.

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.

ShawnGr33n

Also wanted to say thank you so much for this post. Was a huge help for me. Was also curious, how often would you recommend we update the Access Points firmware and Switch firmware? I've read some sites that say "don't update if everything is working" and I've been trying to stick with that model as my wife and I both work from home and I'm terrified of breaking things that are good enough. Is there more risk in updating Switch vs Access Points? I know there is no one right answer that works for all but just looking for general recommendation on how frequently to update those. Thanks!

imran.sanadi@commscope.com

Hi @ShawnGr33n

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

You get notified on the Unleashed system (Please refer to the below screenshot) if there are any new Upgrades and on RUCKUS wireless websites about Switches. However, we always recommend checking with us on this forum before you Upgrade your Lennar Home RUCKUS Access Points/Switches to avoid any issues.

If you have any further queries please open your own new post, As this case is raised by @acuva1 which is now closed.

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.