topic Re: Ruckus panel is burnt out and blocking signal to internet in RUCKUS Support for Lennar Homes

Ruckus panel is burnt out and blocking signal to internet

ShelleyBerry — Thu, 09 Nov 2023 19:24:40 GMT

A few days ago my internet started going out. My modem was tested and working fine. Then they brought out a new modem, also worked fine unless I plugged in the Ruckus system.

This system has worked fine for nearly two years. The cords were not disconnected or moved into new locations under the old working monitor.

Xfinity was here and stated the issue is not with the internet but rather the Ruckus system. How can I get help?

Re: Ruckus panel is burnt out and blocking signal to internet

Imran_ruckus — Thu, 09 Nov 2023 19:56:46 GMT

Hi @ShelleyBerry

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 the Internet connection via RUCKUS devices is not working.

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

1. 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. 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.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus panel is burnt out and blocking signal to internet

ShelleyBerry — Thu, 09 Nov 2023 20:48:52 GMT

Re: Ruckus panel is burnt out and blocking signal to internet

Imran_ruckus — Thu, 09 Nov 2023 21:36:38 GMT

Hi @ShelleyBerry

Thank you for the response and the information you shared.

As per the light status of the RUCKUS ICX-7150-C12P Switch, it seems 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 or any other device 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. If required please reboot (unplug and plug from the power outlet) your RUCKUS ICX-7150-C12P Switch.

Also, please unplug and plug the ethernet cable from the Switch port, you can plug in any 1 in-12 ports highlighted in the above screenshot.

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: Ruckus panel is burnt out and blocking signal to internet

ShelleyBerry — Thu, 09 Nov 2023 23:20:38 GMT

This did not work. My ruckus system is not operating with my internet

Re: Ruckus panel is burnt out and blocking signal to internet

Imran_ruckus — Thu, 09 Nov 2023 23:55:51 GMT

Hi @ShelleyBerry

Greetings!!!
Thank you for the response and the update.

We may 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.

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

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.