topic Re: Cannot access Ruckus app in RUCKUS Support for Lennar Homes

Cannot access Ruckus app

Vind24 — Wed, 20 Dec 2023 15:18:33 GMT

Hi,

I cannot access my ruckus app, it tells me that I am not on an unleashed network, which is not the case. The password also is not incorrect, please guide on how to fix this issue?

Re: Cannot access Ruckus app

Imran_ruckus — Wed, 20 Dec 2023 15:30:42 GMT

Hi @Vind24

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the detailed information you shared.

As per the case description, I understand that you are unable to log into the RUCKUS Unleashed application.

This is a known issue when your RUCKUS Access Points are on an older version which doesn’t let you log into the Unleashed application. To assist you in upgrading your RUCKUS Access Points please help us with the below details.

Please log in to your Unleashed system on a LAPTOP WEB BROWSER using the Master AP IP Address OR https://unleashed.ruckuswireless.com/ ? Please check the current version of your Unleashed Access Points and share a screenshot of the same.

Please make sure you are connected to the RUCKUS Wi-Fi Network to access the same.

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 check, and help us with the above-requested information, since we can upgrade the APs to avoid this issue, 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: Cannot access Ruckus app

Vind24 — Wed, 20 Dec 2023 15:32:55 GMT

Thanks for the quick reply. Will a MacBook laptop work or does it have to windows only?

Re: Cannot access Ruckus app

Imran_ruckus — Wed, 20 Dec 2023 15:34:25 GMT

Hi @Vind24

Thank you for the response.

You can try using a Macbook as well.

Please check and help me with the queries.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Cannot access Ruckus app

Vind24 — Wed, 20 Dec 2023 15:50:16 GMT

Hi,

here are the pictures for both access points. Let me know if you have what you need.

Re: Cannot access Ruckus app

Imran_ruckus — Wed, 20 Dec 2023 15:54:37 GMT

Hi @Vind24

Thank you for the response.

Please upload pictures on the forum.

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Cannot access Ruckus app

Vind24 — Wed, 20 Dec 2023 16:16:08 GMT

Version

200.13.6.1.319

Version

200.13.6.1.319

Re: Cannot access Ruckus app

Vind24 — Wed, 20 Dec 2023 16:24:58 GMT

Re: Cannot access Ruckus app

Vind24 — Wed, 20 Dec 2023 16:22:01 GMT

test

Re: Cannot access Ruckus app

Vind24 — Wed, 20 Dec 2023 16:05:33 GMT

The screen shots have been uploaded.

Re: Cannot access Ruckus app

Imran_ruckus — Wed, 20 Dec 2023 16:06:12 GMT

Hi @Vind24

Thank you for the response and the update.

As your Access Points are on an older version 200.13.6.1.319 please upgrade them.

We suggest you upgrade your ALL RUCKUS R510 Access Points to version 200.13.6.1.203 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/suggests)

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/3721-ruckus-unleashed-ap-200-14-ga-refresh-2-software-for-r510

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: Cannot access Ruckus app

Vind24 — Wed, 20 Dec 2023 16:14:22 GMT

I am trying to perform an online upgrade on the browser, let's see if that will help. Also, how I make this thread private? not sure if I want my Mac address floating around on a community forum.

Re: Cannot access Ruckus app

Imran_ruckus — Wed, 20 Dec 2023 16:18:11 GMT

Hi @Vind24

That will not be an issue.
However, I have edited your post and deleted the mac addresses.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Cannot access Ruckus app

Vind24 — Wed, 20 Dec 2023 16:20:32 GMT

Thank you. Now that we don't need the pictures, Can you delete the pictures? They also contain the MAC address.

Re: Cannot access Ruckus app

Imran_ruckus — Wed, 20 Dec 2023 16:24:10 GMT

Hi @Vind24

I have deleted the screenshots as well.

Please perform the Access Points upgrade to the recommended version and let me know if you need assistance at any point.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Cannot access Ruckus app

Vind24 — Wed, 20 Dec 2023 16:32:00 GMT

It worked, thank you. I appreciate your prompt service. I would ask that you highlight, to your management about a serious concern- Setting up support via a community forum and requesting/ sharing personal information on the forum. This opens up to significant risks and vulnerability for the end user. I wish there was a better way of addressing this, via a private thread or private account. However, I do want to thank you for scrubbing all the info and being prompt. I would preferred, if there was no need for scrubbing posts. Thanks again!

Re: Cannot access Ruckus app

Imran_ruckus — Wed, 20 Dec 2023 16:39:56 GMT

Hi @Vind24

Thank you for the response and the update.

Please note, that we already have an option to private message (refer to the below screenshot) when you feel not to share any information or any details.

Also, I would request you visit the Lennar GUIDELINES post as a reference:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/RUCKUS-Support-for-Lennar-SmartHome-Customers-Forum-Guidelines/td-p/46995

Please let me know if you have any queries in this regard.

Did I answer your queries? If yes, hit the Kudos buttons and also accept the answers as Accepted solutions.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Cannot access Ruckus app

Vind24 — Wed, 20 Dec 2023 17:02:57 GMT

Thank you. Yes, you did.

Question - is the new app Ruckus Unleashed or Ruckus one?

I tried logging in Ruckus one and it didn't work, says “session expired”. On the other hand ruckus unleashed allows to login but says a newer version is available - I deleted my app and downloaded it from the AppStore.

Re: Cannot access Ruckus app

Imran_ruckus — Wed, 20 Dec 2023 17:59:41 GMT

Hi @Vind24

Thank you for the response.

RUCKUS Unleashed is the application you need to install (Below is a screenshot showing Unleashed and Version details)

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.