topic Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?& in RUCKUS Support for Lennar Homes

Unable to manage network - "you are not connected to Unleashed network. Go to settings?"

sarathbm — Fri, 01 Sep 2023 15:35:34 GMT

I haven't been able to manage my Ruckus due to following Errors:

When used Ruckus App on my iPhone - I get "You are not connected to Unleashed network. Go to Settings?" pop up.

If I try to Log in using windows Laptop's browser (https://unleashed.ruckuswireless.com/) , I get login screen but same password doesn't work - it says "Login information is incorrect. Please try again."

If I try to change password on browser by clicking Forgot Password - I get greeted with "Password recovery is disabled Please setup your password recovery configuration firstly" message.

So, I am totally blocked from my own network.

Please help ASAP!

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&quo

sarathbm — Fri, 01 Sep 2023 15:40:40 GMT

Here are the screenshots of Iphone - I currently have iOS 16.6 and app version is 11.140.1.

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&quo

Imran_ruckus — Fri, 01 Sep 2023 16:03:20 GMT

Hi @sarathbm

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 understand that you are unable to log into the new Unleashed App and on unleashed.ruckuswireless.com on a web browser.

Please note, if you do not remember the credentials to log in we have to perform a factory reset to the RUCKUS Access Points and upgrade the Unleashed system to the latest version, to log into the Unleashed App on your iOS device.

Password recovery will only work when you configure the recovery mail when it was configured previously.

Please refer to the below steps for the factory reset of the RUCKUS Access Points and configure them with a new Wi-Fi 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.

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: (Highly recommended)

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: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

sarathbm — Fri, 01 Sep 2023 17:49:03 GMT

Hi Imran,

Thanks for looking into the reported issue.

Firstly, I haven't missed any password, it is the default one setup by lennar (even Ruckus personnel couldn't change it or he failed to work with default super user credentials an year ago). But I decided to try reset process. Here is my experience out of it.

I made sure I have disconnected the PoE one from Switch and only one is working (overall I have 2)

When reset is done - I don't see any CONFIGURE.ME-XXXXXX' sort of connection on my wifi (Laptop or Mobile).

Instead I see my past network names I had before reset.

I repeated the reset process, and result same.

Even If I remember correctly, couple of years ago when we were setting it up, I only saw something like Lennar-xxx.

Kindly let me know what can I do to get out of this situation.

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

Imran_ruckus — Fri, 01 Sep 2023 17:55:03 GMT

Hi @sarathbm

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

Please unplug the AP you are trying to factory reset with and try with a different Access Point.

I would suggest you unplug all the ethernet cables plugged into the Switch ports and reboot it once (unplug and plug from the power outlet). Now only plug the ISP (Internet Service Provider) Router and ONE AP ethernet cables into any 1 in-12 ports. Please try performing a factory reset.

Please check 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: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

sarathbm — Fri, 01 Sep 2023 18:21:41 GMT

Hi Imran,

I tried this approach - no improvement in situation.

Unplugged all regular cables and PoE cables and the cable connecting to Router.

Unplugged the power from Ruckus switch and plugged in one AP cable and Router's cable.

This time I switched the AP to reduce trips over to upstairs.

No change in the behavior, I still see my past networks, tried to reset the AP 3 times and it is giving same result.

What else can I try?

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

Imran_ruckus — Fri, 01 Sep 2023 18:42:47 GMT

Hi @sarathbm

Thank you for the update.

Factory reset is the only option we have. And it must work when we press the reset button with a paper clip on ONE connected Access Point. Once you press the reset button PWR light turns RED and you can see the configure.me.xxxx Wi-FI SSID to configure.

Please follow the below guide carefully step by step.

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

Please check 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: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

sarathbm — Fri, 01 Sep 2023 19:07:31 GMT

Hi Imran,

I have followed the steps carefully and I could see pwr led go red and come back to green then CTL led to turn green then 2.4G and 5G.

Total I tried 5 times on this AP and 4 times on the first AP since morning.

Have power cycled the Ruckus switch 3 times.

In addition I recorded the steps of resetting this one. Which I am happy to share for review over DM.

Can I request this to be escalated to another technician for review? I suspect there must be something seriously wrong on the device software.

Additionally I spent more than 2 hours climbing up and down the ladder and figuring out the wires etc etc. I appreciate if we could close this faster or if these devices are not reliable, I am happy to discard them and move on to another Hardware which can give reliability.

my best regards,

Sarath

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

Imran_ruckus — Fri, 01 Sep 2023 19:14:53 GMT

Hi @sarathbm

Thank you for the response and update.

Apologies, Effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email or remote session. We will be exclusively supporting customers via this community forum support model only.

Please note this forum is on a best-effort support basis. We do not have escalation policies on forum.

When you press the reset button and see a red PWR light then you should see configure.me.xxxx Wi-Fi SSID to configure. Please search for configure.me.xxxx SSID and connect to the same before PWR light turns green.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

sarathbm — Fri, 01 Sep 2023 19:30:33 GMT

I have tried again resetting the AP - the PWR button turns from red to green in about 15 seconds and I managed to check connections during that time and I don't see any configure.me.XXXX name on my wifi.

I understand the Support process change but As a customer I am at a bad combination of unusable devices and non friendly support methods. Very troublesome experience for any non tech homeowner who has to go thru this.

With my latest experiment not moving an inch towards progress - what suggestions do I have to try out before we give up on this Devices.

Since It is not showing up - I can not do any more resets unless there is any change in instructions .

Regards,

Sarath

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

sarathbm — Fri, 01 Sep 2023 20:22:29 GMT

Hi Imran,

I suspect, my hardware is into this issue mentioned here : https://community.ruckuswireless.com/t5/Access-Points-Indoor-and-Outdoor/Ruckus-R710-Won-t-Factory-Reset-Help/m-p/37533/page/2

Are there any more ways to confirm?

Regards,

Sarath

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

Imran_ruckus — Fri, 01 Sep 2023 20:40:48 GMT

Hi @sarathbm

Thank you for the response and the update.

We understand your concern. We are not moving towards progress as we have only the option of factory reset, and the strange thing is it’s not working.

The link you shared is for Enterprise support and with a different issue.

Could you please connect all your Access Points back to the Switch, connect to the RUCKUS Wi-Fi, and try to access unleashed.ruckuswireless.com as you tried earlier?

Please let me know once you see the Unleashed login dashboard on a browser.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

sarathbm — Fri, 01 Sep 2023 21:01:29 GMT

Hi Imran,

I reconnected all the wires back to Switch and tried the console login.

On Laptop browser, it says "Login information is incorrect. Please try again."

When I tried the something on Ruckus App on iPhone, it goes to "you are not connected to Unleashed network. Go to settings?" popup.

Regards,

Sarath

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

Imran_ruckus — Fri, 01 Sep 2023 21:05:50 GMT

Hi @sarathbm

Thank you for the response and the update.

Could you please try to login on web browser with the default credential combinations provided in the below screenshot:

These usernames and passwords are key sensitive, please use capital letters where necessary

Please check 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: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

sarathbm — Fri, 01 Sep 2023 22:23:19 GMT

Hi Imran,

Tried all of them, none of them worked.

Also, IIRC, In one of my previous support call with Ruckus support, engineer tried all these passwords and they tried to reset it and failed.

Can I do any hardwire connection or SSH method to get around this?

Regards,

Sarath

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

Imran_ruckus — Fri, 01 Sep 2023 22:54:31 GMT

Hi @sarathbm

Thank you for the response and the update.

Getting SSH to the Access Point also requires a username and password we use for web/app login.

We can check the Switch configuration if there is some issue with the RUCKUS ICX-7150-C12P Switch.

Before we check the Switch configurations, could you please let me know if you have a 12 VDC external power adapter (usually it will be connected to your ISP Router) to connect to the R510 Access Point and check it separately without connecting to the Switch PoE port cable? (Please refer to the below screenshot)

Please confirm.

Thank you again. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

sarathbm — Tue, 05 Sep 2023 21:45:20 GMT

Hi Imran,

I have a 12VDC plug but the AP has a cover that blocks Power pin. I will find a different pin from friends, do let me know what to do afterwards.

Also if you have any follow up steps to be tried, please share them to cut short time.

Regards,

Sarath

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

Imran_ruckus — Tue, 05 Sep 2023 23:28:51 GMT

Hi @sarathbm

Greetings!!!

Thank you for the response and the information.

We may need to check the APs from the 12VDC external adapter first. Please follow the below process.

Please unplug the ethernet cable from the PoE port of the AP and just connect the AP with a 12 VDC Adapter to a AP. Perform the same factory reset process, by pressing the reset button with a paper clip and try connecting configure.me.xxxxxx SSID broadcasted from that AP to configure as explained in my factory reset guide.

Please check 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: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

sarathbm — Sat, 09 Sep 2023 02:25:47 GMT

Hi Imran,

I was able to borrow a 9vdc adaptor from friend and could do the setup. It wen thru and was able to allow me to reset the creds. Here is the current state of my setup.

1) IPhone App still shows the same behavior as mentioned in first messages of this post.

2) On Browser I could login to https://unleashed.ruckuswireless.com/ and see my networks.

3) On dashboard (thru browser) I see Switch as disconnected and when I expand it, it shows "ICX Switch is Pending to join" Don't know how to add a image in replies.

Re: Unable to manage network - "you are not connected to Unleashed network. Go to settings?&

Imran_ruckus — Mon, 11 Sep 2023 15:08:33 GMT

Hi @sarathbm

Greetings!!!

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

Great!!! Good to know that you were able to perform a factory reset to the Access Points.

First, we will get the Switch to a connected state in the Unleashed system and will proceed with the Application issue later.

To check and fix the same, please follow the below steps to access CLI and get 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.