topic Re: Help ------ I just need some guidence ! in RUCKUS Support for Lennar Homes

Help ------ I just need some guidence !

gadamsgran4 — Mon, 30 Oct 2023 22:16:19 GMT

Can anyone advise of a Ruckus Contractor in Houston Texas who is trustworthy and knows his business ?

I desperately need one to come out to my home or contact me via phone, that can walk me through my setup of the home I purchased from Lennar ---- I cannot get any assistance directly from Ruckus --- or even any suggestion on who can assist me. Thank you very much for your help.

Re: Help ------ I just need some guidence !

Imran_ruckus — Mon, 30 Oct 2023 22:34:59 GMT

Hi @gadamsgran4

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 your RUCKUS setup is not working.

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.

Apologies for the inconvenience caused. Let me help you get this issue resolved as soon as possible.

Could you please let us know the answers to the below queries to assist you better?

1. Was this working before or is it a new installation? If it worked before, was there any power outage before you started facing this issue?

2. On your switch while it's plugged into the outlet, do you see any lights on? (Amber or green) Please let us know which lights are on. (Please refer to the below picture and share a picture of the same, showing the light status and the FULL Switch panel cable connections to the Switch ports)

3. Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from the Router to a laptop/PC).

4. May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below picture and share a picture of the same)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports. Also, light the status of Access Points.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please let me know the answers to ALL the above queries or 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: Help ------ I just need some guidence !

gadamsgran4 — Tue, 31 Oct 2023 13:45:45 GMT

Imran : I thank you very much for your response ..... please all me to clarify more specifically.

I have AT&T Fiber Internet 1000 in my home office

I have two Ruckus R510 Series Routers for full office and home coverage (I can provide you serial #'s if you wish). These were installed in Nov-2018 ... I was able to contact a Ruckus tech representative approximately one year later (Late 2019) & I screen share access to my systems ... he was able to navigate and upload any/all software updates that he thought necessary. Since that time, I have been totally unable to get into Ruckus service website and do any updating of my Ruckus system.

What I am trying to do is get current with required/suggested Ruckus updates as well as do a "Ruckus Health Check" .... which I am unable to do as I cannot get into any Ruckus website to download. Even if I could, I do not know how/if my system is set up the correct way or if there is a better structure.

I need help to enter Ruckus website, do any/all diagnostics, and have someone show me how to do this and/or show me how (step-by-step how-to do this (like Microsoft does with their reps).

Please advise and suggest best means to accomplish this ....... thank you - you are much appreciated as you are the first to ever reach out and express any interest in servicing my inherited situation.

George

Re: Help ------ I just need some guidence !

Imran_ruckus — Tue, 31 Oct 2023 15:21:25 GMT

Hi @gadamsgran4

Greetings!!!

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

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.

Could you please help me with all the pictures requested in my previous post to check the current status and assist you step-by-step accordingly?

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: Help ------ I just need some guidence !

gadamsgran4 — Tue, 31 Oct 2023 15:45:41 GMT

Imran -- thank you again !

Pictures are attached of switch panel (2 photos) and photos of the two R510 units.

Hopefully this helps.Switch photo 1Switch Photo 2R510 Unit 1R510 Unit 1R510 Unit 2

George

Re: Help ------ I just need some guidence !

Imran_ruckus — Tue, 31 Oct 2023 15:57:10 GMT

Hi @gadamsgran4

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

As per the light status of the RUCKUS ICX-7150-C12P Switch and the R510 Access Points, they seem to be in a normal status.

As I see from the picture you shared, seems like the ethernet cable which is coming from the ISP’s (Internet Service Provider’s) Router or Modem/Router combo is plugged into the wrong port on the Switch panel. It must be plugged into any 1 in-12 ports as shown in the below screenshot. Please unplug the ethernet cable and plug it into the correct port and try to connect to the Internet via Access Points.

Could you please let me know if you can connect to the Internet via the R510 Access Points Wi-Fi network or if you have any issues?

Please confirm 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: Help ------ I just need some guidence !

gadamsgran4 — Thu, 02 Nov 2023 12:05:11 GMT

Imran - I was out of town yesterday & will be today, so I could not move the plug / cable to your requested location. Will do so in next 24 hours & advise you. Please keep this dialog open until I perform the task & advise.

thank you

George

Re: Help ------ I just need some guidence !

Imran_ruckus — Thu, 02 Nov 2023 15:17:17 GMT

Hi @gadamsgran4

Greetings!!!

Thank you for the response and the update.

Sure, please check and let me know if any assistance is required.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Help ------ I just need some guidence !

gadamsgran4 — Mon, 13 Nov 2023 19:01:20 GMT

Imran : I am back into the house & have switched the orange plug as you advised above. I can still connect to the internet ... so I guess that change had no effect on the system ? Or was it supposed to make it run faster or more efficiently or ????? Please advise.

Now back to my original question ... I need to log in and check for any/all Ruckus Updates for my routers and system. Can you provide me with a "Ruckus for Dummies" step by step document that will walk me through this ? After 4 years without updates, I am pretty sure my system needs updates. Thank you ..... much appreciated.

Re: Help ------ I just need some guidence !

Imran_ruckus — Mon, 13 Nov 2023 20:15:14 GMT

Hi @gadamsgran4

Greetings!!!

Thank you for the response and the update.

Unleashed is the RUCKUS Management system where you can manage and see the information such as version, upgrade, etc., to assist you better.

Please log in to your Unleashed system on a LAPTOP WEB BROWSER using the Master AP IP Address OR https://unleashed.ruckuswireless.com/ ?

If you can’t access using the above link and don’t know the IP Address of the Access Points. Please refer to the below guide to find the IP Address of the Access Point to get the requested information.

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

You should see the below-Unleashed dashboard after finding the IP Address of the AP. Try to log in

Please try logging into the RUCKUS Unleashed and confirm.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.