topic 500: Internal Server Error in RUCKUS Cloud

500: Internal Server Error

dara3 — Mon, 14 Nov 2016 15:27:26 GMT

This is happening a lot. Often enough that the platform is unusable today.

First it was telling me there was 'No clients connected'. Refreshed and that corrected itself back to 79-clients. Then I tried to view AP's and it hasn't recovered.

Time:Mon Nov 14 15:24:17 UTC 2016
Status code:500
Error:Internal Server Error
Exception:org.springframework.web.client.HttpServerErrorException
Message:500 Internal Server Error
Errors:
Trace:
Path:/kfm-server/idm_callback

Re: 500: Internal Server Error

lou_kalis — Mon, 14 Nov 2016 15:33:28 GMT

We are getting that generic error a lot as well. This happens when we attempt to setup and use an Acceptable Use Policy, and our users have to click on "Accept" to accept our terms. At that point, the "Internal Server Error 500 comes up. I had to turn off the splash page at one site due to this error not allowing some/most connections to authenticate through the splash portal. Very frustrating....

Re: 500: Internal Server Error

lou_kalis — Mon, 14 Nov 2016 15:33:47 GMT

Re: 500: Internal Server Error

dara3 — Mon, 14 Nov 2016 15:46:27 GMT

For a platform like this to be effective it has to be a lot faster/more responsive than cloud.ruckuswireless.com is and rock solid in its uptime.

I'm only a few days into this and to say I feel concerned would be a huge understatement, especially after hearing issues like that.

I already have my own laundry list of problems and lack of basic features that exist in every other cloud based AP management hypervisor I've encountered. (Aerohive, OpenMesh, Meraki)

Re: 500: Internal Server Error

dara3 — Mon, 14 Nov 2016 15:47:23 GMT

Now its just a generic:

Error: Server Error

The server encountered a temporary error and could not complete your request.
Please try again in 30 seconds.

Re: 500: Internal Server Error

lou_kalis — Mon, 14 Nov 2016 15:58:19 GMT

Also coincides with what we've seen. Here are some tricks we've used: Delete all of the DHCP requests on your DHCP server. Shorten the MAC caching on the ruckus controller (under networks) to 2 minutes. Wait for the 2 minutes to expire and change back to whatever your time was set to (we allow 12 hour dchp leases, and 13 hour MAC caching... per Ruckus's help). Try logging in again. That has worked about 90% of the time, but I've had to do it "Many, Many" times 😞 If that does not work, delete the network and rebuild again. This needs to be resolved and I have sent their engineers many instances of this request over the past few months. So far, no fixes.

Are you getting that error while using a splash portal? If not, at what point does that error present itself?

Re: 500: Internal Server Error

dara3 — Mon, 14 Nov 2016 16:30:11 GMT

cloud.ruckuswireless.com is unresponsive

t1.cloud.ruckuswireless.com is unresponsive
Opening a new incognito window and attempting to reauthenticate to cloud.ruckuswireless.com correctly redirects me to https://auth.ruckuswireless.com/login but the login just times out.

I cant so much as log into ANY part of the Ruckus Cloud to attempt those work arounds.

The mobile app also cant connect.

Already said it several times, but I'm having a hard time taking Ruckus seriously. The first Monday morning around approximately the time that PST to EST timezones would be hitting their servers and everything nose dives. Right after a major update to boot.

Re: 500: Internal Server Error

lou_kalis — Mon, 14 Nov 2016 16:37:43 GMT

I'm an end user just like you. I recommend you call their support number. I was able to get in via mobile last night (did not try via cloud). Currently, I also can no longer get in via web or mobile. Last night I was also seeing issues when applying things like "Scheduling" in the mobile app. The app timed out, and "sometimes" finalized the setting; even though it said it did not. If you can't login, you'll need to contact their support. I'll give them some time, but will also send of an email and sent them the link to this thread so they know it's not just one of us having an issue.

Re: 500: Internal Server Error

lou_kalis — Mon, 14 Nov 2016 16:43:48 GMT

I have submitted a call to them and referenced this thread. lk

Re: 500: Internal Server Error

dara3 — Mon, 14 Nov 2016 16:45:41 GMT

Also just opened a ticket referencing this thread

Re: 500: Internal Server Error

lou_kalis — Mon, 14 Nov 2016 16:56:17 GMT

I just heard back, Ruckus indeed is having portal issues. They are going to send out a status update soon.