topic Re: Unleashed app access in RUCKUS Support for Lennar Homes

Unleashed app access

Kgraham22 — Mon, 09 Oct 2023 20:41:56 GMT

When I attempt to access unleash app for ruckus, message says I’m not connected to unleashed network. How do I correct this?

Re: Unleashed app access

Imran_ruckus — Mon, 09 Oct 2023 21:20:48 GMT

admin test

Re: Unleashed app access

Imran_ruckus — Mon, 09 Oct 2023 21:22:57 GMT

Hi @Kgraham22

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I 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 RUCKUS Unleashed application on your smartphone.

This may happen when your RUCKUS Access Points are on an older version which doesn’t let you log into the Unleashed application. Please check the current version of your Unleashed Access Points and share a screenshot of the same.

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 check, help us with the above-requested information, 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: Unleashed app access

Kgraham22 — Tue, 10 Oct 2023 01:50:44 GMT

Here’s the information

Re: Unleashed app access

Imran_ruckus — Tue, 10 Oct 2023 15:04:24 GMT

Hi @Kgraham22

Greetings!!!

Thank you for the response and for sharing the requested information.

As I see from the screenshot you shared, your Unleashed Access Points are on an old version 200.10.10.5.229. This is the reason you are unable to log into your Unleashed Application from your smartphone.

We suggest you upgrade your ALL RUCKUS R510 Access Points to version 200.14.6.1.203 which is recently released.

Please refer to the below videos for the Upgrade process:

RUCKUS Unleashed Online and Local Firmware Upgrade Configuration using Browser UI

https://www.youtube.com/watch?v=Kasvo2S3fhc&t=217s

Please refer to the below video showing the process of Local Upgrade. (If online Upgrade does not work)

https://www.youtube.com/watch?v=vCqiH2Aoxlk&t=66s

Please refer to the below screenshot to download the file for Local Upgrade.

Once you upgrade your ALL Access Points, please uninstall the Unleashed application and install the updated one. And try to log in.

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: Unleashed app access

Kgraham22 — Tue, 10 Oct 2023 22:43:42 GMT

During the upgrade it disconnected me and said the webpage is no longer found. My APs are all offline. What do I do now to restore them?

Re: Unleashed app access

Kgraham22 — Tue, 10 Oct 2023 22:53:55 GMT

When I updated the firmware, I was kicked off the internet and it said server cannot be found for the page. My APs are not broadcasting. How do I fix this?

Re: Unleashed app access

Imran_ruckus — Tue, 10 Oct 2023 22:54:56 GMT

Hi @Kgraham22

Thank you for the response and the update.

It will take sometime for the reboot. Please wait for sometime and try later.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app access

Kgraham22 — Wed, 11 Oct 2023 01:45:20 GMT

I’ve waited over 3 hours and it’s still doing the same thing. How long does this typically take? Is there a way to stop this as my wife and work work remote and will need our internet connection tomorrow.

Re: Unleashed app access

Imran_ruckus — Wed, 11 Oct 2023 15:01:08 GMT

Hi @Kgraham22

Greetings!!!

Thank you for the response and the update.

Could you please let me know the light status on the Access Points? Also, could you please unplug and plug the Access Points ethernet cables from the RUCKUS ICX-7150-C12P Switch ports?

Please check and let me know if that works.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app access

Kgraham22 — Wed, 11 Oct 2023 17:20:32 GMT

Yes, the power and the control are green. I’m following the rest of the instructions now.

Re: Unleashed app access

Imran_ruckus — Wed, 11 Oct 2023 17:36:42 GMT

Hi @Kgraham22

Thank you for the response and the update.

Sure. Also, you can reboot (Unplug and plug from the power outlet) your RUCKUS ICX-7150-C12P Switch once and check.

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: Unleashed app access

Kgraham22 — Wed, 11 Oct 2023 17:38:04 GMT

I completed the unplug and replug option. The APs only light up in the power and control lights. The others do not light up.

Re: Unleashed app access

Imran_ruckus — Wed, 11 Oct 2023 18:18:45 GMT

Hi @Kgraham22

Greetings!!!
Thank you for the response and the information you shared.

If there are no 2.4G and 5G lights on the Access Points meaning access points are not getting IP addresses from your ISPs (Internet Service Provider) Router DHCP Server.

If the ISP’s Internet connection is working fine, 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.

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 in case you forget your Unleashed login credentials 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 and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app access

Kgraham22 — Thu, 12 Oct 2023 11:10:15 GMT

Thank you. The solution resolved my problem.

Re: Unleashed app access

FrustratedUser — Sun, 07 Apr 2024 14:05:23 GMT

I have the same issue where I’m getting the error message about not being connect to the network. No issues with internet service in general.

I just completed the factory reset of the AP with the most up to date Unleashed app I could download from App Store and I continue to get the error message saying I am not connected to the network (I am connected to the new WiFi network I just established).

Now what?

Re: Unleashed app access

Imran_ruckus — Mon, 08 Apr 2024 12:57:13 GMT

Hi @FrustratedUser

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well

As this case was raised by @Kgraham22 which is old and now closed.

To avoid confusion with posts, you can create your own post with the problem you're facing and a detailed description of the network issue and what you've done so that we can guide you properly. Please raise a new post with the above description on RUCKUS Lennar Support

Thank you again for your understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.