topic Re: Ruckus Zoneflex R510 replacement in RUCKUS Support for Lennar Homes

Ruckus Zoneflex R510 replacement

HongT82T — Wed, 27 Sep 2023 16:41:03 GMT

Hello,

Non working access point!
Ruckus POE Zoneflex R510 stopped working. There are no lights on the access point. We have two APs. Only this device stopped working. The other AP is working just fine. Can you send me a replacement access point under the lifetime warranty program? How can I send you photos. Thank you!

SN: 471702013566

Ruckus ZoneFlex R510 Series

Re: Ruckus Zoneflex R510 replacement

Imran_ruckus — Wed, 27 Sep 2023 17:57:41 GMT

Hi @HongT82T

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 One of your 2 Access Points is not working with no lights on the same.

Could you please unplug the affected Access Point’s ethernet cable from the Switch port and plugin to the other 1 in-12 ports (please refer to the below screenshot) or the working Access Point’s port?

If the above step doesn’t work, could you please check by replacing the ethernet cable with another working ethernet cable? In case the current ethernet cable has got damaged.

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: Ruckus Zoneflex R510 replacement

HongT82T — Wed, 27 Sep 2023 18:30:01 GMT

Hello,

Can you send me a replacement AP? We replaced the switch two years ago when it went bad under the lifetime warranty program.

Have tried unplugging and plugging it back in. There’s light at the switch in the basement, however, there’s no power on this AP.

The Ethernet cable is roughed in when the home is under construction. It feeds from the basement tech box to the main level. There’s nothing wrong with the CAT6e cable. Its not damaged as it’s been in the wall & ceiling the entire time.
This AP is either defective or it simply stopped working. The main AP on the upper level is fine. It’s still under warranty.

See attached photos.

Re: Ruckus Zoneflex R510 replacement

Imran_ruckus — Wed, 27 Sep 2023 18:42:02 GMT

Hi @HongT82T

Thank you for the response and the update.

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

As per our policies, we cannot replace the AP without following the required troubleshooting steps which helps in confirming if there is a hardware issue.

Please check with another working ethernet cable, since we have seen in many cases ceiling ethernet cable getting damaged.

Also, you could check the Access Point by connecting to an external power 12 VDC adapter 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). Usually, you will find the 12 VDC adapter connected to your ISP’s (Internet Service Provider’s) Router/Modem-Router combo device.

Please check the Access Point following the above process 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: Ruckus Zoneflex R510 replacement

HongT82T — Thu, 28 Sep 2023 00:09:54 GMT

Tried the suggested solutions and there’s still no power to the Access Point. It’s a hardware issue.
Additionally, I disconnected the working access point and hooked it up to this Cat6e cable and it works. I also then connected the defective AP to the other location and still no power. The device failed after 5 years.

Re: Ruckus Zoneflex R510 replacement

Imran_ruckus — Thu, 28 Sep 2023 15:26:38 GMT

Hi @HongT82T

Greetings!!!

Thank you for the response and the information.

Based on the troubleshooting done, and you confirm after performing the reset of the Access Point, and checking all the connectivity and connections, the failure persists. And this is the only ONE access point that isn’t working with No Power on it even after checking with an external power adapter it behaves the same. This ONE Access Point Unit Should be RMA (Return Merchandise Authorization) in simple words replacing it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post (URL), and paste it into the chat to start the unit replacement.

Please follow the steps as shown in the below example:

As shown in the below picture, copy the link and share it via chat from the link provided below:

The below link is to contact us by chat (only)

https://support.ruckuswireless.com/contact-us

NOTE: Please feel free to mark the post as ACCEPTED SOLUTIONS.

Please 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.