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Internet is unstable when connected to Ruckus APs and not able to login to Unleashed App on iphone

swapniljoshi7

Internet is very unstable when connected to Ruckus APs and not able to login to Unleashed App on Iphone. We had a short power outage on August 25th and since then the internet is unstable when connected to Ruckus APs.
I tried logging into https://www.unleashed.ruckuswireless.com/admin and I observed that the ICX Switch(CX7150-C12) shows Disconnected.
I tried looking on the forum but couldn't find any right solution to resolve this issue.   Any assistance/help from your side would be highly appreciated as it is affecting our work.

Thanks,
-Swapnil Joshi (swapnil.joshi777@gmail.com)

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imran.sanadi@commscope.com

Hi @swapniljoshi7

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I understand that Internet connectivity via RUCKUS devices is unstable after a power outage and unable to log into the Unleashed App. And Switch is showing disconnected in the web Unleashed system.

Could you please let us know the answers to the below queries to assist you better?

1. On your switch while it's plugged into the outlet, do you see any lights on? (Amber or green) Please let us know which lights are on. (Please refer to the below picture and share a picture of the same, showing the light status and the FULL Switch panel cable connections to the Switch ports)

2. Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from Router to a laptop/PC).

3. May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below picture and share a picture of the same)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports. Also, light the status of Access Points.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please let us know the answers to ALL the above queries or let us know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

swapniljoshi7

Hello Imran,

Thank you for your prompt response on this one.

I have uploaded all of the required images of the Switch(showing all the current lights, AP1, AP2 and current Switch status shown under the unleashed admin panel). Please find all these images below.

Screenshot 2023-09-04 at 2.26.01 PM.png

Please let me know if you need anything else and how can we resolve this. I look forward to hearing from you.

Thanks,

-Swapnil

imran.sanadi@commscope.com

Hi @swapniljoshi7

Thank you for the response and the detailed information you shared.

As per the pictures you shared, light status of the Switch and the Access Point seems to be normal.

This issue may happen when the Switch runs on the Routing code (SPR). The Switch should run on the Switching code (SPS) to avoid these issues for Lennar home users. If the Switch boots up on the other partition (Due to a power outage/power spike) which may be running on a ‘Routing Code’ results in causing this issue. To check the same please follow the below process.

Please follow the below steps and help us with the queries,

1. To check this issue, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily.

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

2. Once we identify the IP address of the switch proceed to access remotely to the device “Command Line”

How to remotely access to 'ICX 7150-C12P' or 'access points' "Network devices":

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

If you can access the Command line should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command

enable

show version

show flash

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) and 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.

swapniljoshi7

Hello Imran,

I have a Macbook and I am following the the steps given in the article you provided -- https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

using command line. But its giving the error -- "ssh: connect to host 192.168.254.22 port 22: Host is down"

Please see the attached for the same.

Can we hop on a quick call to get this resolved sooner than later?

Thanks,

Screenshot 2023-09-04 at 3.24.39 PM.png -Swapnil

imran.sanadi@commscope.com

Hi @swapniljoshi7

Thank you for the response and the information you shared.

Apologies, effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email or remote sessions. We will be exclusively supporting customers via this community forum support model only.

Could you please try to log into the Switch from a web browser?

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

Please try to login on web browser and let me know if you have any issues.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

swapniljoshi7

Hello Imran,

Can you tell me how do I log into the Switch from a web browser? Is there any link you can provide me for the same?

Thanks,

-Swapnil

swapniljoshi7

Can you help me in log into Switch via web browser? Is there any URL you can provide where I can go log into the Switch? Any documentation would help too.

Thanks,

-Swapnil

swapniljoshi7

I was able to login to the switch via web browser and here is the ip -- http://192.168.254.23

What's next?

Thanks,

-Swapnil

Screenshot 2023-09-04 at 4.05.59 PM.png

imran.sanadi@commscope.com

Hi @swapniljoshi7

Thank you for the response.

Please perform the IP Scan to find out the IP address of the Switch to access the same.

Please download the LacScan application from the Apple store on your MAC device and run the IP scan, please check if there is any other IP address assigned to the Switch with the name Ruckus Wireless or Brocade Communications.

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

Thank you for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

swapniljoshi7

Screenshot 2023-09-04 at 4.09.01 PM.png

This is what I have after performing IP Scan via LanScan.

What's next?

Thanks,

-Swapnil

imran.sanadi@commscope.com

Hi @swapniljoshi7

Thank you for the response and the update.

As you are able to log into the Switch via web browser. Please follow to the below screenshot and enable Telnet to access CLI:

Once you enable Telnet try to access CLI from the MAC terminal as described below. And share the output of the commands mentioned below in this post.

For MAC device, please try the below process.

Example "open terminal":

Telnet: Example

nc 10.0.0.132 23 (Format is : nc <ip address of the switch> 23)

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command

enable

show version

show flash

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) and 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.