topic Re: Internet provider confirmed internet working but Ruckus no longer shows wifi in RUCKUS Support for Lennar Homes

Internet provider confirmed internet working but Ruckus no longer shows wifi

AnnieS — Mon, 25 Sep 2023 18:31:38 GMT

Had Xfinity come out and confirmed internet is working but now the wifi network is not working and recover.me is showing but do not know how to fix. have already tried to remove POE but no signal to wifi. ethernet to rooms will work but not to WAP (there are 2 in the home)

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

lls — Mon, 25 Sep 2023 18:43:45 GMT

i have the same problem. I guess this system is trash.

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

Jayavidhya — Mon, 25 Sep 2023 19:02:19 GMT

Hi @AnnieS

Greetings of the day,

Thanks for your detailed description.

Based on the information you have shared it seems like recover.me appears only when a mesh configuration is present.

Recover.me appears only when the access point is unable to reach the gateway. So please check whether your devices are connected properly as mentioned below.

Please refer to the short guide link below about how to connect the devices:

Most common Setups for Lennar homes users:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Most-common-Setups-for-Lennar-homes-users/td-p/47106

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

Jayavidhya — Mon, 25 Sep 2023 19:04:25 GMT

Hi @lls

Greetings of the day,

As this case was raised by @AnnieS

To avoid confusion please open a new case explaining all the detailed description of the issue.

Best regards,

Jayavidhya

Lennar Home Community

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

AnnieS — Mon, 25 Sep 2023 19:15:29 GMT

Hi, thanks for your response. I am only able to get internet when plugging directly into ethernet cable via eero mesh. None of my WAPs are showing internet connectivity and all the PoE are in correct place

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

Jayavidhya — Mon, 25 Sep 2023 20:00:53 GMT

Hi @AnnieS

For further troubleshooting steps please let us know the below details. Please let us know the LED status of the switch and the access points using the below guide.

R510 LED lights

https://docs.commscope.com/bundle/unleashed-200.12-onlinehelp/page/GUID-19D4261B-D10B-4DE3-B63A-3498F80103D0.html

RUCKUS LED lights

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-973C8AE8-837A-41C7-9811-BAEF6ADEF3D3.html

Also please share the image of the switch and the access points showing the LED status and the cable connections.

Here is where you can upload the image/photo :

you can also drag it to the chat

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

AnnieS — Mon, 25 Sep 2023 20:30:51 GMT

power blinks

Note- PWR on WAP blinks, I've already removed the PoE and placed back in as well. Still no internet signal

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

Jayavidhya — Mon, 25 Sep 2023 20:54:45 GMT

Hi @AnnieS

Thanks for the images you have shared. Based on the images you have shared it seems like there is no light blinking on 2.4 and 5Ghz on your Access point.

To solve this issue please try to factory reset the access point using the below steps and let us know the result.

To perform factory reset, you need to keep the Access Points which has no lights on 2.4 and 5Ghz in ON state and disconnect the ethernet cables of the other Access Points from the RUCKUS Switch. Once the factory reset is done you can reconnect the other access point back to the Switch ports.

Please read the guides carefully before performing the factory reset process.

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 your Mobile:

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

Ruckus Unleashed Set-up using Web:

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

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

AnnieS — Mon, 25 Sep 2023 22:41:05 GMT

I have completed the reset accordingly to the steps provided. The WAP still does not connect to the internet. Please advise

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

AnnieS — Mon, 25 Sep 2023 22:52:10 GMT

Hello, I've completed the factory reset and completed the configuration. However- Internet is not connecting via WAP. Can you please kindly advise?

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

Jayavidhya — Tue, 26 Sep 2023 13:42:25 GMT

Hi @AnnieS

Thanks for your response.

Based on the images you have shared the lights on 2.4 and 5G are Off which means the Access Points are not getting IP address from the DHCP sever and both the radios are down.

For further troubleshooting we request you to check the connectivity from the ISP by connecting the ethernet cable directly from the Router to the laptop or PC as mentioned below.

Also we suggest you to try the physical factory reset of access points again ( As factory reset ahs to be done multiple times) by using the below link.

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

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

AnnieS — Tue, 26 Sep 2023 16:27:49 GMT

Here are the multiple steps I've taken since our last interaction:

I've completed the physical factory reset for both WAP units a total of 4 times each- network is working but no internet connection.
I have disconnected the physical WAP and attached the ethernet cable to a laptop and both do not have internet connectivity. So- is this more of switch issue or WAP issue?
Bypassing the switch- I have attached the ethernet cables directly to the laptop and internet is working.

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

Jayavidhya — Tue, 26 Sep 2023 17:17:05 GMT

Hi @AnnieS

Thanks for your response.

For further troubleshooting we request you to gain access to the switch and share the output of the below mentioned commands.

To gain access to the switch first we need to find the IP address of the switch by using the below guide.

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

Once you find the IP address of the switch you can access the switch remotely to the device 'Command Line". Here I attach the guide on how to access the switch remotely or' access points'.

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 get access to the command line it will look like this:

ICX7150-C12 Router>

enable

Show version

Show flash

Please share the output of the above commands.

Also please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

AnnieS — Tue, 26 Sep 2023 18:19:38 GMT

Hey Jayavidhya- I apologize I am not very technical but I accessed through my terminal (Macbook)

192.168.4.1

192.168.4.39

192.168.4.50

192.168.4.51

but unsure how to access command lines thereafter, the posts do not provide the next steps

Re: Internet provider confirmed internet working but Ruckus no longer shows wifi

Jayavidhya — Tue, 26 Sep 2023 18:51:40 GMT

Hi @AnnieS

Thanks for your response.

Based on the information you have shared its hard to find the IP address of the device.

As you have already scanned the IP addresses please share the screenshot of the image to find the IP address of the devices.

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community