topic Re: How to retrieve username and password for unleash app in RUCKUS Support for Lennar Homes

How to retrieve username and password for unleash app

Lex — Thu, 27 Jul 2023 20:27:13 GMT

I’m unable to access the Ruckus Unleashed Home App on my iPhone due to be not being "not on network". I have ICX7150-C12-SWITCH and 2 APs, my wifi works very well but unable to manage my network by logging in the app. I saw the previous post how to troubleshoot this situation by looking for the IP address but my problem now is I don't know/forgot my username and password since I've been used to the facial recognition login prior. I need help pls on how to retrieve my username and password. Thank you!

Re: How to retrieve username and password for unleash app

Imran_ruckus — Thu, 27 Jul 2023 20:38:00 GMT

Hi @Lex

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 could understand that you are unable to login to the Unleashed App.

As you mentioned you tried using the IP Address of the Access Point, you should see the below-Unleashed dashboard after finding the IP Address of the AP. Try to log in

Once you see the above dashboard, please try to use the default combination credentials as mentioned below.

Please check and confirm 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.

Re: How to retrieve username and password for unleash app

Lex — Thu, 27 Jul 2023 20:53:26 GMT

OK will do and will let you know if successful. Thanks!

Re: How to retrieve username and password for unleash app

Imran_ruckus — Thu, 27 Jul 2023 20:54:51 GMT

Hi @Lex

Thank you for the response.

Sure, Please check and confirm 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.

Re: How to retrieve username and password for unleash app

Lex — Thu, 27 Jul 2023 21:51:50 GMT

Hi Imran,

I tried all the combinations and none of them work. Is there anything else I can do?

Thanks!

Re: How to retrieve username and password for unleash app

Imran_ruckus — Thu, 27 Jul 2023 22:01:50 GMT

Hi @Lex

Thank you for the response and the information you shared.

Apologies, if no credentials are working we may have to proceed with factory reset of the Access Points.

Before we factory reset the APs, 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. 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.

Re: How to retrieve username and password for unleash app

Lex — Thu, 27 Jul 2023 23:28:20 GMT

Hi,

The lights are green on my switch and 2 APs. On my other AP the CTL is not lit up.

Thanks!

Re: How to retrieve username and password for unleash app

Imran_ruckus — Thu, 27 Jul 2023 23:36:38 GMT

Hi @Lex

Thank you for the response and the information.

The connections are correct, and the light status also seems normal. CTL light will be only on ONE AP which acts as a master.

Now we may need to factory reset the APs. Please follow the below process to factory reset your APs to configure them with a new SSID.

IMPORTANT NOTE: To perform a factory reset correctly on one of the access points, you must disconnect the rest of your other access points from the "ICX-7150-switch". For example, if you have 3 access points, you should go to the switch and disconnect 2 of the cables to turn off the "2 access points" and only leave 1 connected with which we are going to work the factory reset once you configure the access point and make sure all is good, go ahead and reconnect the other Access Points back.

In your setup, please remove one of the 2 Access Points cables and perform a factory reset on your connected Access Point, once the factory reset is done, please plug the unplugged Access Point’s ethernet cable back into the Switch port.

Physical Factory Reset of RUCKUS Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Access-Points-Ruckus/td-p/47056

Ruckus Unleashed Set-up using Web:

https://www.youtube.com/watch?v=j8I5aVwMNMg

Password recovery setup:

https://www.youtube.com/watch?v=sqnG8fupaLk

Ruckus Unleashed Set-up using your Mobile:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-Unleashed-Set-up-using-your-Mobile/td-p/47086

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.

Re: How to retrieve username and password for unleash app

Lex — Fri, 28 Jul 2023 00:19:21 GMT

Hi,

So, I did the factory reset on the AP, all the green lights are on (the same green lights prior) but the configure.me doesn't show on the list of available networks.

Re: How to retrieve username and password for unleash app

Lex — Fri, 28 Jul 2023 00:51:20 GMT

Hi!

I finally got it to work, I did unplugged the AP again after the reset and just clicked forgot password on the browser. For some reasons, the configure.me didn't show but I used my existing network change my login destination to the master AP and successfully logged in.

Thank you!

Re: How to retrieve username and password for unleash app

Imran_ruckus — Fri, 28 Jul 2023 14:58:49 GMT

Hi @Lex

Thank you for the response.

Great!!! Good to know that the issue is now resolved.

We appreciate your time and patience on this case.

NOTE: Please feel free to mark my previous troubleshooting post as ACCEPTED SOLUTIONS.

Thank you again for contacting RUCKUS Lennar Home Community and feel free to contact us for future queries.

Have a great weekend ahead!!!

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: How to retrieve username and password for unleash app

Lex — Sun, 30 Jul 2023 17:31:50 GMT

Hi Imran,

For some reasons I was able to log in and troubleshoot everything but 2 days later I got the same problem when opening my app. ( it shows "not in network" when I try to manage my network).

Is this a common issue?

Thanks!

Re: How to retrieve username and password for unleash app

Imran_ruckus — Mon, 31 Jul 2023 16:30:02 GMT

Hi @Lex

Greetings!!!

Thank you for the response and the update.

Apologies for the inconvenience caused.

PLEASE NOTE: This 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.

Also please note, the 200.14.6.1.199 Unleashed version is released on 6/28/2023 only for the Web Unleashed System, and it has the fix for the unleashed.ruckuswireless.com DNS issue with the iOS device. However, the Mobile App release has been delayed a little as our internal Engineering Team is working on that. We will keep it posted once it is released.

For now, please refer to the workaround that will be using the IP Address of the Master AP as described in the below process.

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

Refer to the below screenshot to know your MASTER IP Address on the Web Unleashed system.

Once you confirm your MASTER IP Address, please follow ALL the below 4 STEPS carefully.

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 follow ALL 4 STEPS carefully, check and confirm.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: How to retrieve username and password for unleash app

andrew_lee_66np — Tue, 26 Sep 2023 07:35:05 GMT

Hello,

I forgot my username that was created after previously logging in. I just changed internet providers and think I need to reconfigure things. All I remember is the password for the AP's...

Is there a link to remember username so I can log into the app and manage my AP's?

Thank you,

Andrew

Re: How to retrieve username and password for unleash app

Imran_ruckus — Tue, 26 Sep 2023 15:04:41 GMT

Hi @andrew_lee_66np

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well

As this case is raised by @Lex which is a old post and now closed.

To avoid confusion with posts, you can create your own post with the above 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.

Re: How to retrieve username and password for unleash app

hashirshabbir — Mon, 11 Dec 2023 06:39:22 GMT

You can typically reset the credentials through the app or the associated account. Begin by selecting the Forgot Password or similar option on the app's login screen. Follow the provided instructions to reset your password, which may involve receiving an email or using other verification methods. If this doesn't resolve the issue, consider reaching out to Ruckus support for further assistance, providing details about your device and account.

Re: How to retrieve username and password for unleash app

Imran_ruckus — Mon, 11 Dec 2023 20:55:57 GMT

Hi @hashirshabbir

Greetings!!!

We appreciate your efforts and time for sharing your valuable suggestion which will help users facing this issue.

Please feel free to contact RUCKUS Lennar Home Community for any assistance.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.