topic Locked Out and No Recovery Email in RUCKUS Support for Lennar Homes

Locked Out and No Recovery Email

rbuca1 — Wed, 23 Aug 2023 19:41:15 GMT

I recently upgraded my router and started having connectivity issues w/ the APs - would disconnect after a few minutes. I did a factory reset and created a new account - but like a dummy I didn't save the PW nor turn on the email recovery option. So now I'm locked out and unable to get into my account. I tried hitting the reset button on the AP's but it just does a power cycle and restarts.

Re: Locked Out and No Recovery Email

Imran_ruckus — Wed, 23 Aug 2023 20:06:43 GMT

Hi @rbuca1

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 log in to Unleashed after resetting the Access Points.

Could you please try to use the default combination credentials as mentioned in the link below to log into Unleashed?

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Admin-usernames-and-passwords-for-the-Ruckus-Wi-Fi-Access-Points/td-p/46740

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: Locked Out and No Recovery Email

rbuca1 — Thu, 24 Aug 2023 02:40:13 GMT

Hi Imran! No, unfortunately the default login credentials did not work. Is it possible to restore to factory defaults and create a new account?

Re: Locked Out and No Recovery Email

Imran_ruckus — Thu, 24 Aug 2023 15:13:15 GMT

Hi @rbuca1

Greetings!!!

Thank you for the information and the update.

Just to confirm once, could you please let me know if you are unable to use credentials for Wi-Fi via RUCKUS Access Points, ICX 7150-C12P Switch, or the RUCKUS Unleashed system?

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.

Re: Locked Out and No Recovery Email

rbuca1 — Thu, 24 Aug 2023 17:23:12 GMT

Correct, I'm not able to access the entire system. 😭

Re: Locked Out and No Recovery Email

Imran_ruckus — Thu, 24 Aug 2023 17:34:22 GMT

Hi @rbuca1

Thank you for the information you shared.

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

1. Was this working before or is it a new installation?

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 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 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: Locked Out and No Recovery Email

rbuca1 — Thu, 21 Sep 2023 03:29:10 GMT

Hi Imran, just checking back to see if there's a possible solution to my login issues. Thanks!

Re: Locked Out and No Recovery Email

Imran_ruckus — Thu, 21 Sep 2023 20:02:28 GMT

Hi @rbuca1

Greetings!!!

Thank you for the response.

Could you please help us with the queries requested in my previous post to assist you better?

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Locked Out and No Recovery Email

rbuca1 — Thu, 28 Sep 2023 00:17:13 GMT

Aplogioes, Imran

1) Yes, it's been working great until I installed the new Nighthawk Router (replacing Orbi).

2) Lights are all green

3) Internet works just fine - currently just getting the connection directly from the Nighthawk Router instead of the Ruckus.

4) 3x AP's - all lights are green.

I just need to be able to access my account again. I'm locked out and I neglected to save the login info (such a noob) while I was setting up the new router.

Re: Locked Out and No Recovery Email

Imran_ruckus — Thu, 28 Sep 2023 15:18:47 GMT

Hi @rbuca1

Greetings!!!
Thank you for the response and the update.

As per the pictures you shared, the Switch and the Access Points seem in a normal state.

We may now need to factory reset the APs. Please follow the below process to factory reset your APs to configure them with a new SSID with new login credentials to the unleashed system.

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.

As you have 3 Access Points in your case, remove the cables of any TWO Access Points, and perform the factory reset on the ONE connected access point. Once you complete it, connect the unplugged Access point cables back to the Switch ports and they will sync up with the configurations from the factory reset Access Point.

Physical Factory Reset of RUCKUS Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Ac...

Ruckus Unleashed Set-up using Web:

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

Password recovery setup: (HIGHLY RECOMMENDED IN CASE YOU FORGET YOUR USERNAME/PASSWORD IN THE FUTURE)

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

Please 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: Locked Out and No Recovery Email

rbuca1 — Sun, 01 Oct 2023 04:52:09 GMT

I’m back on and was able to create a new login - thanks! However, the connection seems to timeout and disconnects. Is there a guide on which settings I should be using?

Re: Locked Out and No Recovery Email

Imran_ruckus — Mon, 02 Oct 2023 15:57:34 GMT

Hi @rbuca1

Greetings!!!

Thank you for the response and the update.

Great!!! Good to know that you successfully performed a factory reset to the Access Points.

Could you please let me know if you are getting any timeout alerts or if there is any intermittent Internet connection via RUCKUS Setup? Please share a screenshot if there are any errors.

Please help me with the above query/screenshot 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.

Re: Locked Out and No Recovery Email

rbuca1 — Mon, 02 Oct 2023 21:19:21 GMT

Hi Imran, no timeout alerts. The connection drops or times out - perhaps I have the wrong settings. I changed the background scanning setting to 9000+ seconds but dropouts still occur. Any help is always appreciated - thanks as always Imran!

Re: Locked Out and No Recovery Email

Imran_ruckus — Mon, 02 Oct 2023 22:12:21 GMT

Hi @rbuca1

Thank you for the response and the update.

Please note, that we do not recommend setting background scanning to any value for Internet intermittent connection. You could set it as it was before.

Could you please help me with a FULL picture of your RUCKUS ICX-7150-C12P Switch showing all the cable connections as shown in the below screenshot?

Also, could you please confirm if your ISP (Internet Service Provider) is ATT?

Please help me with the above queries 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.

Re: Locked Out and No Recovery Email

rbuca1 — Mon, 02 Oct 2023 22:35:49 GMT

My ISP is Cox Cable

Re: Locked Out and No Recovery Email

Imran_ruckus — Mon, 02 Oct 2023 23:13:39 GMT

Hi @rbuca1

Thank you for the response and the information you shared.

Light status and cable connections seem normal.

Could you please login to your Unleashed system on a web browser using the Master AP IP Address or https://unleashed.ruckuswireless.com/ and share the screenshot showing the below information?

Please help me with the above queries 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.

Re: Locked Out and No Recovery Email

rbuca1 — Tue, 03 Oct 2023 00:52:13 GMT

Yikes, I don't have a switch listed. How can I get this added?

Re: Locked Out and No Recovery Email

Imran_ruckus — Tue, 03 Oct 2023 15:15:21 GMT

Hi @rbuca1

Greetings!!!

Thank you for the response and the update.

We may need to check some configurations on the Switch to get it connected to the Unleashed and to get this issue resolved. Please follow the below process and help me with the queries.

Please follow the below steps to access CLI and help me with the output of the below-mentioned commands.

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

show inline power
show interface brief

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. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Locked Out and No Recovery Email

Imran_ruckus — Tue, 03 Oct 2023 15:19:29 GMT

admin test

Re: Locked Out and No Recovery Email

rbuca1 — Tue, 03 Oct 2023 16:26:56 GMT

Here are the IP address