topic Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510 APs in RUCKUS Support for Lennar Homes

Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510 APs

PDBars — Tue, 24 Oct 2023 20:14:42 GMT

Pack Forum Assistants:

I recently purchased a new R510 AP and want to add it to my existing Ruckus system (uses an ICX7150-C12P and two R510s). I have reviewed the forums and followed the processes posted (as well as the instructions in the R510 AP box) but was unable to link it to my current network. I have laid out my situation in three sections: What I am looking for (REQUESTS), Some notes about my current configuration (NOTES), and the list of the issues encountered as I tried to use the Forum info to resolve my problem (ISSUES SUMMARY). So far, over 5 hours invested in trying to get this to work... PLEASE HELP!

REQUESTS:

1. Enable R510 AP to be connected to existing network without destabilizing current successfully operating network.

2. Learn how to see the Ruckus Devices using my Ruckus Unleashed iPhone app. I cannot access my current equipment using the iPhone app.

NOTES:

A. When first installed 4 years ago, it took multiple tech visits to successfully configure and stabilize the Ruckus network and get both R510 APs working cleanly. Since then, it has worked very well, including restarts after power failures.

B. The network rides on a Spectrum Modem and Router. The Modem was upgraded last year by Spectrum.

ISSUES SUMMARY:

1. Never saw the "Configure.Me-xxxxxx" WLAN appear in either my laptop or my mobile phone during any of the process steps.

2. Used the mobile phone to create a "Configure.Me-xxxxxx" WLAN using the last six digits of my R510 AP Mac Address. When I did this, a new WLAN appeared titled "island-xxxxxx" with the last 6 digits of my R510 AP Mac Address. Tried multiple times to connect to this WLAN on both my PC and my iPhone but unable to find the correct password. Confirmed this was my new R510 AP by disconnecting it - the AP/WLAN only appears when it is connected and powered up.

3. Did a factory Reset following the Forums factory reset steps. "island-xxxxxx" WLAN still appears after this process.

4. Connected the R510 AP to my PC Laptop using an ethernet cable and separate AP R510 power cord and still did not see anything different.

Thanks in advance...

Paul

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

Imran_ruckus — Tue, 24 Oct 2023 20:59:49 GMT

Hi @PDBars

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 trying to add a new RUCKUS R510 Access Point to a existing RUCKUS network environment.

You can just connect your new R510 Access point’s ethernet cable into any 1 in-12 ports highlighted and check if it gets sync up with your existing RUCKUS network.

If it doesn’t sync up with the existing network, 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 Wi-Fi Network/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.

As you have 3 Access Points in your network setup, 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-Access-Points-Ruckus/td-p/47056

Ruckus Unleashed Set-up using Web:

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

Password recovery setup:

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

Introduction to the Ruckus Unleashed Mobile App: (As you requested instructions on how to use it)

https://www.youtube.com/watch?v=L_oAReVK1qo&t=163s

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: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

PDBars — Wed, 25 Oct 2023 04:47:04 GMT

Imran Sanadi,

Thanks for the information. I followed the processes as presented - the results were mostly successful as described below. Still have a few outstanding issues:

1. After unplugging two of the APs, it took three resets of the Master AP to finally see the Configure.Me-xxxxxx as an available WLAN.

2. I was UNABLE to establish the link with Configure.Me-xxxxxx on my iPhone after multiple attempts.

3. So I resorted to my PC using the browser to connect with Ruckus Unleashed website. This had its own issues - security certificates were not accepted by either Google or Microsoft Edge since I had my web browsers locked down. I was able to work around it on Google and finally get to the Unleashed site and see the devices. I completed the configuration process as requested by the browser windows, the box instructions and the instructions that were provided.

4. Once completed and I was connected to the updated WLAN, I plugged the other APs into the Switch. The older AP adapted to the new network. The new AP is still showing the island-xxxxxx WLAN name and did not connect to the Ruckus Mesh Network. I unplugged and replugged the Newer AP multiple times, but it never connected.

5. Additionally, I discovered that many (about 18 IOT devices) were still operating on my original WLAN that was running in parallel with the second version - I spent most of the night reconnecting them to the new network (third version). I still have two devices to connect, but I need to purchase a special tool to open them so I can reconfigure them.

SO I am back where I started with my Switch and 2 APs working and the new AP still showing the wrong WLAN - "island-xxxxxx". At least I was able to clean up my network IOT devices and make sure they are all on the same WLAN - well almost! Two to finish tomorrow once I have the new tool...

So what should be my next step for the new AP device???? How do we get it connected to the other devices?

Thanks again...

Paul

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

Imran_ruckus — Wed, 25 Oct 2023 15:03:33 GMT

Hi @PDBars

Greetings!!!

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

Please unplug other Access Points and perform the factory reset process once again on the Access Point which is broadcasting ‘island-xxxxxx’ Wi-Fi network/SSID.

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: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

PDBars — Wed, 25 Oct 2023 18:53:36 GMT

Good afternoon again!

I tried resetting the AP with the "island-xxxxxx" WLAN address more than six (6) times without success. The "island-xxxxxx" WLAN address continues to reappear, never switching to Configure.Me-xxxxxx.

One item of note, when I did the reset on the Master AP last night, I needed to hold the red light on for over 30 seconds before the reset actually worked and "Configure.Me-xxxxxx" appeared as a WLAN. I noticed with the AP that is showing the "island-xxxxxx" WLAN, the light automatically starts flashing green after 20 seconds, even though I am still holding the reset button to keep the red light on.

Is this an issue?

Any other ideas??

Thanks...

PDBars

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

Imran_ruckus — Wed, 25 Oct 2023 19:53:45 GMT

Hi @PDBars

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

Please introduce a paper clip or a similar implement and push the button. Once the PWR Light turns RED, count 15-20 seconds and release the button. Then check for configure.me SSID.

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: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

PDBars — Wed, 25 Oct 2023 20:03:31 GMT

Imran,

Please reread my message that you just replied to... I have been using a paper clip to press the button and have done this 6 times without the Configure.Me-xxxxxx WLAN appearing. The one difference was on the Master AP last night, I held the button and red light on for 30 seconds before releasing to have a successful outcome. ON this AP, it automatically starts flashing green at 20 seconds - whether the reset button is still held down or not. It does not activate the Configure.Me-xxxxxx WLAN.

Please provide an alternate solution since pressing reset for 20 seconds with light red is not working...

PDBars

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

Imran_ruckus — Wed, 25 Oct 2023 21:15:36 GMT

Hi @PDBars

Thank you for the response and the update.

Usually when you press using a paper clip and when the AP PWR light turns RED there should be configure.me SSID visible.

Are you seeing Two different IP addresses for both the APs? If you don’t know the IP address please refer to 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

If yes, please log in to both the Unleashed systems and check the Unleashed Versions, both need to be on the same version in order to have a single Unleashed system with a Master AP and slave APs. (Please refer to the below screenshot to check the Unleashed Version).

Please confirm 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: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

PDBars — Wed, 25 Oct 2023 21:26:16 GMT

Thanks for the additional information - unfortunately, I have not been able to log into the Unleashed dashboard to see my devices. I only saw it once during the configuration of the Master AP.

Instructions for this process, since the original installer did not provide any, would be helpful.

Thanks!

PDBars

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

Imran_ruckus — Wed, 25 Oct 2023 23:47:41 GMT

Hi @PDBars

Thank you for the response and the information.

There must be an IP address assigned to the Access Points if the factory reset process is performed correctly.

Please perform it once again on a working Access Point leaving the island-xxxx Access Points. And also check if you have Wi-Fi network from your ISP Router.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

PDBars — Thu, 26 Oct 2023 18:36:53 GMT

Good Day to you all... - and the fun continues!!

Per your latest update, I again tried resetting the master AP (original working AP) with the other two APs disconnected. After multiple (5+) attempts using the reset process (pressing the reset button with a paper clip, seeing the red light, holding the button down for 20-30 seconds and then letting go), the device would restart, but never show the Configure.Me-xxxxxx WLAN.

After trying multiple resets of the master AP without success, just to see what would happen, I decided to reconnect the other APs. Once the master AP fully booted up, I reconnected them.

Here are the Results:

1. The original two APs are working again on my home Spectrum network. I confirmed that both have IP addresses within my Spectrum network. I confirmed this using the MySpectrum app. They both show connected, and I can review the device info for each AP (IP address and MAC address). I confirmed that a separate IP address was issued to each working Ruckus R510 AP.

2. I validated that my ISP (Spectrum) connections are functioning correctly. We have internet access throughout this network on many home devices. Additionally, I can watch the Ruckus AP's connect with devices by observing the 5 Ghz and 2.4 Ghz lights on both Ruckus APs changing from yellow to green, as they support the various IOT devices on my home network.

3. The new Ruckus R510 AP (with the island-xxxxxx WLAN) still displays that way as a separate WLAN in both my iPhone WiFi list and on my PC Laptop WiFi list. As expected, the MySpectrum app does not show that the island-xxxxxx WLAN device is active on the network.

So we are still having an issue connecting with and updating the new AP (island-xxxxxx WLAN device). So here are my questions:

1. Since I did not set a password for the island-xxxxxx WLAN device, is there a password that it would have defaulted to that can be used to access the device?

2. Is there a way to connect this specific Ruckus R510 AP (island-xxxxxx) to my laptop and see the device's configuration settings (including the firmware version) so that we can modify it independent of having connect on the network?

2. Can this be done using the Unleashed Web Browser version? If yes, how would I do that? If no, what software do I need or steps would I need to follow?

3. I have only been successful seeing the Configure.Me-xxxxxx device one time during the many reset attempts. When it was visible, I used the Unleashed Browser to complete the Ruckus setup per the instructions that have been provided by Ruckus. However, other than that one time using the browser, I have not found a way to access my current Ruckus Switch and APs using any Ruckus software to see their configuration information while they are active on the Spectrum network. Is there a way to do that?

4. Let me know what should be done next?

5. If I am unable to make this work, through your assistance, by this Friday (tomorrow), I need an alternate path. I see the following options:

a. Can I talk with someone on the phone to make this work?

b. Does Ruckus have a list of technicians or consultants in my local area that I can contract with to see if they can resolve this issue on site?

c. If we can't get this new device to work, do I need to send it back and ask for a replacement device?

d. Another alternative is to pull out the Ruckus system and replace it with a competitor's product - that is not my preference, but it is an option, although it would be a very disappointing one.

Since I invested another $300+ on this new device, in addition to the many hours spent this week trying to troubleshoot this, I really need this current solution with the new AP to work.

Thanks again for the time you are spending reviewing these comments and providing possible corrective paths, in support of this effort to resolve the current dilemma!

Waiting and watching for your response! 😉

PDBars

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

Imran_ruckus — Thu, 26 Oct 2023 19:26:11 GMT

Hi @PDBars

Greetings!!!

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

May I please know, if you tried to connect to the island-xxxxxx and try the factory reset process the same way as connecting to configure.me-xxxxxx SSID?

Also, could you please let me know from where you ordered this New Access Point? Please share a picture of the New Access Point.

Please share the above requested 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: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

PDBars — Thu, 26 Oct 2023 19:43:06 GMT

Hello,

Thanks for the quick response! Here are the answers...

1. I did try to reset the R510 AP (island-xxxxxx) device multiple times, independent of the working APs. No success in seeing the Configure.Me-xxxxxx during these reset attempts.

2. The device was purchased on Amazon.com - vendor was NewFront USA.

3. What do you need in the picture of the new AP? I can provide the serial number and MAC address if needed.

Great News - I was able to get the unleashed.ruckesswireless.com/admin path to open using my credentials that I set two days ago. I could see my devices using my browser. Still not seeing them on the unleashed iPhone app, but at least I can see them. Yeah!

Let me know...

PDBars

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

Imran_ruckus — Thu, 26 Oct 2023 20:01:31 GMT

Hi @PDBars

Thank you for the response.

Good to know that you can log into the Unleashed system.

As I checked internally you will have to place the replacement of the RUCKUS R510 Access Point on Amazon, since it is not getting factory reset, is a defective one and you have ordered it from Amazon.

And we can work on the Unleashed application issue later at once.

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: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

PDBars — Thu, 26 Oct 2023 21:17:39 GMT

Thanks for the prompt response. We have shipped the R510 AP back to Amazon and will order a new one tonight. Once I get it I will let you know.

To make sure I understand correctly, once we have the new device, I understand that these are the steps I will follow:

1. Connect it to my current network.

2. "Configure.Me-xxxxxx" WLAN should be visible and should be selected. If not visible, I may need to use the reset steps (previously provided).

3. Next step, not sure - after selecting the Configure.Me-xxxxxx WLAN, use the browser version of the unleashed app currently showing my devices or close that and open Unleashed.ruckuswireless.com so that it automatically connects to the network? I want to retain the current network configuration, so what are the correct next steps to do that?

Thanks again...

PDBars

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

Imran_ruckus — Thu, 26 Oct 2023 21:38:52 GMT

Hi @PDBars

Thank you for the response and the information you shared.

All the RUCKUS Access Points need to be on the same version in order to get them in the same Unleashed system. We can bring all the Access Points on the same version including the New one, then you just need to connect it to the Switch port and it will get sync up with your current unleashed system. If that doesn’t work unfortunately, we have to perform software recovery like we tried earlier.

I believe your current Access Points are on an older version which is the reason you are unable to log into the RUCKUS Unleashed Application on 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 and link to download the file for Local Upgrade.

https://support.ruckuswireless.com/software?filter=91#sort=relevancy&f:@source=[Software%20Downloads]

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: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

PDBars — Fri, 27 Oct 2023 00:05:40 GMT

Thanks for the updated information on the upgrade process. I reviewed the videos and was trying to upgrade the two APs. Neither one showed in their status that they needed to be upgraded. I am currently in the unleashed browser app using the Upgrade tab. It is waiting on upgrade information to load... See image below:

How long should this process take? I have been waiting about 30 mins so far...

Thanks!

PDBars

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

Imran_ruckus — Fri, 27 Oct 2023 15:06:16 GMT

Hi @PDBars

Greetings!!!

Thank you for the response and the update.

Please try to upgrade using the Local Upgrade option and let me know if any issues.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

PDBars — Fri, 27 Oct 2023 15:51:21 GMT

Tried and failed - the Unleash browser app will not let me select the local upgrade option...

The window does not let me select anything...

My devices should have been registered by Lennar when installed four years ago. Maybe they did not complete that process.

What do we need to do to confirm that?

FYI - I tried using the registration process in the Unleashed app, but it hung-up and never allowed me to complete the registration process.

PDBars

Re: Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510...

Imran_ruckus — Fri, 27 Oct 2023 16:25:41 GMT

Hi @PDBars

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

Could you please try to reset your Access Points once again as I don’t see your Access Points listed on the upgrade page in the picture you shared. Please note, factory reset will wipe out the current Wi-Fi network and other configurations.

Please share your Access Points serial numbers so that I can check them internally with its designated team if they are registered.

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.