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Ruckus connectivity keeps dropping

Overlook19

Hello, could someone please help.

I have posted previously trying to gain assistance but I stopped receiving responses.

my internet extenders keeps dropping going in and out and has been doing this consistently for about 6 months now. I originally made a forum post in January and have followed all the advice and still having issues.

I have contacted my service provider to make sure it wasnt the internet connection and they replaced and updated all the equipment and I am still having issues.

I have logged into the portal to update the software version and I am still having issues.

I have read through other forums and followed advise give .. and still having issues.

could someone please help!

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imran.sanadi@commscope.com

Hi @Overlook19

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

Apologies for the inconvenience.

As per the case description, I understand that your RUCKUS setup is not working with Intermittent Internet connectivity.

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

1. Was this working before or is it a new installation? If it worked before, was there any power outage before you started facing this issue?

2. 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)

3. 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 the Router to a laptop/PC).

4. 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 me know the answers to ALL the above queries and 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.

Overlook19

Thank you so much for your immediate response. I will provide this information within the next half hour.

imran.sanadi@commscope.com

Hi @Overlook19

Thank you for the response.

Sure, please help me with the requested information in order to get this issue resolved.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Overlook19

1. It was working before with no issues. Ive had it since 2019 and have not experienced issues until recently. I dont recall if a power outage happened right before this issue. There was a period where we were have rolling power outages due to the electric company conducting maintenance in the community.

2. Its a little hard to get to the lights but this was the best I could do ( see pictures)

3. yes. I recently have been switching to the main wifi just to have a steady connection.

4. there are two access points. One upstairs- closer to the ruckus box and one downstairs.

the box closer to the main ruckus box is the photo where the CTL is green.

downstairs

upstairs

Overlook19

4. My apologies. I loaded the same picture twice

upstairs

imran.sanadi@commscope.com

Hi @Overlook19

Greetings!!!

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

As per the light status of the RUCKUS ICX-7150-C12P Switch and the R510 Access Points, they seem to be in a normal status.

As I see from one of the pictures you shared, seems like the ethernet cable which is coming from the ISP’s (Internet Service Provider’s) Router or Modem/Router combo is plugged into the wrong port on the Switch panel. It must be plugged into any 1 in-12 ports as shown in the below screenshots. Please unplug the ethernet cable, plug it into the correct Switch port, and reboot (unplug and plug from the power source) your RUCKUS ICX- 7150-C12P Switch and ISP Router once try to connect to the Internet via Access Points to check the speed.

Please confirm 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.