topic Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?) in Apps and SPoT

Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

robert_winther — Tue, 02 Feb 2021 17:37:44 GMT

I think this might be related to App permissions and the Ruckus Unleashed App not being updated Android 11:

We've sold Ruckus APs to a number of our clients, but when I try to add a new Ruckus Unleashed, using my Google Pixel 3A XL running Android 11 i get:

"You need to be connected to an Unleashed network for remotely managing it. Do you wish to go to settings and select the right network?"

Even if I'm connected to the Ruckus Unleashed network I'm trying to add.

I have to use and older Android Tablet to add a new network to my account. It's then visible in my account, including on my Google Pixel 3A XL.

I was deploying a new Ruckus solution at a Client today, and I added the network using the 'hack' with the older Android Tablet, but when the Client tried adding the Ruckus Unleashed network he experienced the same problem, and he was using an iPhone.

My guess is that the app is not updated for the newest permission system on Android (and maybe iPhone?): I can't see the App has asked for permission to access information on a device's network state or similar, and therefore the permisson has not been granted..

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

arsalan_habib — Wed, 03 Feb 2021 09:34:40 GMT

Hi Robert,

We used to see this issue with iOS sporadically but not from Android, however we are seeing a few complaints about the same thing for Android lately. We are debugging this and I will update you with our findings. Thank you for reaching out to us. You can also directly communicate with us at mobile@commscope.com.

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

arsalan_habib — Wed, 03 Feb 2021 09:39:31 GMT

Robert, may I ask what Unleashed AP version did you encounter this problem on?

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

robert_winther — Wed, 03 Feb 2021 09:43:06 GMT

Firmware 200.9 (latest, according to the device).

Edit: Ruckus R550 - full version number 200.9.10.4.212

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

robert_winther — Wed, 03 Feb 2021 09:48:06 GMT

Same problem on R310 running 200.7.10.202.118.

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

arsalan_habib — Wed, 03 Feb 2021 09:52:25 GMT

OK and this problem is with both connecting to configure.me AND an installed and up and running Unleashed network?

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

robert_winther — Thu, 04 Feb 2021 16:10:41 GMT

I've only tried connecting to an up-and-running Unleashed Network, since we use our laptops to setup the network.

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

robert_winther — Fri, 05 Feb 2021 14:49:30 GMT

Now I've testet with a brand new Unleashed: No problem connecting to the 'ConfigureMe' network (just not practical for us to use a Phone for the initial configuration).

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

arsalan_habib — Thu, 25 Feb 2021 07:28:58 GMT

Hi Robert,

After investigating a similar issue with another customer we found out that there is a Private DNS setting which was turned ON, because of which the unleashed.ruckuswireless.com hostname did not resolve. Can you check if this is ON for you and can you test the app by turning Private DNS option OFF please?

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

robert_winther — Thu, 25 Feb 2021 18:20:59 GMT

Yep, that did it!

The settings looked a bit different on my Phone, but I found it.

For reference, here is how it looks on my Android Phone:

And here's where you change it:

Thank you!

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 1

moshek_kirsh — Thu, 30 Mar 2023 16:38:00 GMT

Thank you for your response. I am having a similar issue on iOS and can't seem to resolve it.

I have an older iOS device that is able to add a system to the unleashed, but newer iOS devices do not recognize the network. I additionally can't access "unleashed.ruckuswireless.com" from any web browser on the iOS.

What is the equivalent fix for iOS devices?

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 1

sanjay_kumar — Fri, 31 Mar 2023 02:17:13 GMT

Hi @moshek_kirsh
Could you please confirm the IOS version and the Unleashed version which you are using?

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 1

moshek_kirsh — Fri, 31 Mar 2023 20:26:19 GMT

iPhone 6s - Runs iOS 15.7 - Can access "unleashed.ruckuswireless.com"

iPhone 11, 13, & 14 PRO - Runs iOS 16.2 - Can NOT access "unleashed.ruckuswireless.com"

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 1

lll04 — Sat, 10 Jun 2023 14:13:24 GMT

I had the same issue on both my iPhone and iMac. I logged onto my Windows VM and was able to log onto the app no prob. What is the resolution to use the apple products?

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 1

shomari — Tue, 13 Jun 2023 04:16:46 GMT

Same issue I have noticed recently with my Apple iPhone (IOS 16.5) and my MacBook. The IPhone says "You are not connected to Unleashed network. Go to Settings?" even though I am on the Wifi network with the Ruckus. On the MacBook when going to unleashed.ruckuswireless.com it brings up a message "Attention! Your device isn't connected to the RUCKUS Unleashed network". It seems numerous people have been having the same issue in the past couple days. Is there any resolution?

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 1

Wherbawi — Sun, 18 Jun 2023 07:43:54 GMT

I have the same problem , my network is Ruckus R320 , latest firmware ( R320_200.14.6.1.179 ) and latest firmware at my Iphone 12 ( IOS Version 16.5 )

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 1

sanjay_kumar — Mon, 19 Jun 2023 09:03:35 GMT

Hi,

The issue could be due to IOS device supporting Security DNS option. We are already aware of this issue and it will resolved in the 200.14 MR with new mobile app.

https://community.ruckuswireless.com/t5/Unleashed/Unable-To-Sign-Into-Rucked-Unleashed-App/m-p/60559/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufExJVlNIV1ExOTgzSzZZfDYwNTU5fFNVQlNDUklQVElPTlN8aEs/page/3

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 1

djohn — Wed, 26 Jul 2023 15:16:34 GMT

Did we fix this issue? I am still having the same problem

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 1

sanjay_kumar — Wed, 26 Jul 2023 15:57:29 GMT

Hi @djohn
Unleashed version 200.14.6.1.199 is already available with the fix. However, new mobile app for IOS device is yet to release and it got delayed as we are addressing some additional issues.

I will keep the thread updated as soon as we have ETA on this.

Re: Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 1

sanjay_kumar — Wed, 16 Aug 2023 02:15:50 GMT

Hi All,

Unleashed app for IOS and Android has been released with the fix. The app is available on Apple store and Play store.
Please make sure that the APs are upgraded to the latest version as well 200.14.6.1.199.