topic Re: Not able to connect ruckus to my internet in RUCKUS Support for Lennar Homes

Not able to connect ruckus to my internet

pburns3456 — Fri, 10 Nov 2023 22:31:46 GMT

Anybody know someone in Riverside County, CA that can come to my home and connect my ruckus to my internet?

Re: Not able to connect ruckus to my internet

Imran_ruckus — Fri, 10 Nov 2023 23:43:52 GMT

Hi @pburns3456

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 need assistance in fixing the RUCKUS devices.

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.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes. However, let me help you getting this issue fixed as early 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: Not able to connect ruckus to my internet

pburns3456 — Sat, 11 Nov 2023 03:45:10 GMT

1. It worked previously until I got a new internet provider. They refused to connect the Ruckus stating it was not their equipment.

2. Attached is the photo of my switch.

3. The internet is working and stable.

4. See attached photo.

5. See attached photo.

Re: Not able to connect ruckus to my internet

Imran_ruckus — Mon, 13 Nov 2023 17:38:38 GMT

Hi @pburns3456

Greetings!!!

Thank you for the response and the information you shared.

As per the light status of the RUCKUS ICX-7150-C12P Switch, it is in a normal state.

Could you please try to unplug and plug the ethernet cable of the Access Point from the Switch port panel? You could also plug it into any 1 in-12 ports as highlighted in the below screenshot.

Please check and let me know if that works.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Not able to connect ruckus to my internet

pburns3456 — Mon, 13 Nov 2023 18:04:29 GMT

I tried that. It didn’t work. I don’t know if the ruckus is even connected properly. Thank for your attempt to help me, but I can’t do this on my own.

Re: Not able to connect ruckus to my internet

Imran_ruckus — Mon, 13 Nov 2023 18:45:00 GMT

Hi @pburns3456

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.

If you have 2 R510 Access Points in your setup, remove the cables of ONE Access Point, and perform the factory reset only on the ONE connected with RED light. Once you complete it, connect the unplugged Access point cable back to the Switch ports and it 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

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.