topic Re: Ruckus 510 Access Points Keep turning off in RUCKUS Support for Lennar Homes

Ruckus 510 Access Points Keep turning off

dwdchen — Sat, 21 Oct 2023 18:54:59 GMT

Hi my access points keep turning off. I was on vacation for 3 weeks away from the house and I noticed after 1 week the WIFI turned off. Initially I thought it was a power outage, but when I came home 2 weeks after seeing the WIFI off there was no indication that the power went off at all.

At any rate I looked for solutions all over and decided to treat it as if there was a power outage and power cycled my internet and ruckus devices. Please note that my internet works fine from my modem/router combo and I can get WIFI off that but its located in a closet. At first I did multiple power cycles until the AP finally got power and turned back on. I thought I fixed it, but I was wrong. The two AP units (1st and 2nd floor) turn off after a random amount of time (couple be a couple hours or several hours). The last two weekdays I power cycled it in the morning around 7AM and it turned off around 5PM. Last night I power cycled again around 6:30pm and sometime throughout the night it turned off again. I don't want to keep power cycling. What might be the issue? My Lennar home is 6 years old...could the devices just be too old?

Also I tried a different solution by looking up the IP address but couldn't find it so I stopped there. When the WIFI from Ruckus was working I did take a screenshot of the APs IP address if that helps any. Please help, otherwise I will need to replace Ruckus altogether.

Re: Ruckus 510 Access Points Keep turning off

Imran_ruckus — Mon, 23 Oct 2023 16:07:33 GMT

Hi @dwdchen

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the detailed information you shared.

As per the case description, I understand that your RUCKUS setup is not working with frequent power off on the RUCKUS Access Points.

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

1. 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)

2. 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: Ruckus 510 Access Points Keep turning off

dwdchen — Tue, 14 Nov 2023 21:29:51 GMT

Hi Imran,

Please note that after I sent in my question, the internet through Ruckus was working fine for a period of time, two weeks. I was then gone for a couple days from my home recently and it went out again. I did a bunch of power cycles and it just kept turning off. Right now I got it back on and the ground floor AP unit is on and has been for the past 4 hours. Please give me step by step simple term details for solutions. I am not that knowledgeable, but have some knowledge in tech and yet still am nearing the end of my rope here with this whole system and trying to figure out how to fix this. I prefer not to put out my IP address and MAC address if possible, but please let me know if it is necessary and if there is a way to set this post to private or something.

1. In the first red box, the lights in the "status box" are all off. The six lights to the right of it are all off EXCEPT SYST and PWR which are both green. In the second red box no lights or wire connections in the first 3 ports. In ports 1-12: ports with no lights (1-4 7, 10-12), there are 3 amber lights (5, 6, 8), and 1 green light in port 9. The remaining 4 ports to the right also do not have lights. only the top second to the right one has a plug in. Please see attached picture

2. I have 2 access points connected to the switch. When the wifi goes off, no lights are on either. But when it is on All lights are green except AIR which is off. I have one access point on the second floor and another on the ground floor. Currently I did a power cycle and the ground floor one came back with all green lights except AIR and the second floor one is completely off. Please see the pictures below

Here are additional photos of the Switch and AP units information from the Ruckus Unleash APP on my phone.

Thank you,

Dudley

Re: Ruckus 510 Access Points Keep turning off

Imran_ruckus — Tue, 14 Nov 2023 23:59:58 GMT

Hi @dwdchen

Greetings!!!

Thank you for the response and the information you shared.

As per the pictures you shared, the light status of the RUCKUS ICX-7150-C12P and ONE Access Point seem to be in a normal state.

Could you please unplug/plug the affected Access Point’s ethernet cable from the Switch port and check if it gets power? You can plug it into any 1 in-12 ports as highlighted in the below screenshot.

If the above process doesn’t work, you could check the Access Point by connecting to an external power 12 VDC adapter and check it separately without connecting to the Switch PoE port cable. (Please refer to the below screenshot) then check if it gets power. Usually, you will find the 12 VDC adapter connected to your ISP’s (Internet Service Provider’s) Router/Modem-Router combo device.

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 510 Access Points Keep turning off

dwdchen — Wed, 15 Nov 2023 00:56:44 GMT

I can give this a try. I am not sure how to unmount the AP from the ceiling though. I have tried to slide it off with no luck in either sides. Any ideas?

Also please note that even though it does get power to work, I am certain that they both will turn off again in a few hours, days or couple weeks. I am not sure if this fix is addressing that issue. Just last night I power cycled the switch several times and at times it worked for a couple minutes, other times it was an hour or two, but it kept turning off entirely even though the switch still had power going through. Also I am not sure why some of my pictures of the phone app show that there is no switch?

Re: Ruckus 510 Access Points Keep turning off

Sgatjens — Wed, 15 Nov 2023 13:34:43 GMT

Hi @dwdchen

You can observe in the video below how to detach the access point from the ceiling (starting from 3:14)

https://www.youtube.com/watch?app=desktop&v=vFD_ByQWGH0

Regarding the absence of the switch on your Ruckus app, unless you had previously added it, the switch won't appear as it's not included by default. You need to manually add it for it to be visible.

Kind regards,

Sofia Gätjens

Re: Ruckus 510 Access Points Keep turning off

Imran_ruckus — Wed, 15 Nov 2023 15:12:35 GMT

Hi @dwdchen

Greetings!!!

Thank you for the response.

You need to use a paper clip to unmount it. Please refer to the below video from 3:30 Minutes to learn how to get the AP off the ceiling.

https://www.youtube.com/watch?v=vFD_ByQWGH0&t=42s

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: Ruckus 510 Access Points Keep turning off

dwdchen — Wed, 13 Dec 2023 18:14:46 GMT

Should I add it to the Ruckus app? How would I do this? It looks added just not connected?

Re: Ruckus 510 Access Points Keep turning off

Imran_ruckus — Wed, 13 Dec 2023 18:20:40 GMT

Hi @dwdchen

Greetings!!!

Thank you for the response.

Could you please login to your Unleashed system on a WEB BROWSER using the Master AP IP Address or https://unleashed.ruckuswireless.com/ and share a screenshot showing the Switch in disconnected state?

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus 510 Access Points Keep turning off

dwdchen — Wed, 13 Dec 2023 18:48:25 GMT

Hi Imran,

I did not unmount it, the AP unit turned back on and was working since the last communication 11/15. Just last night 12/13 the two AP turned off. I unplugged and replugged in the cables in the switch but it did not turn back on and the lights were out for both ports. I power cycled the ICX only and the two AP points came back. This seems like its going to be an ongoing issue. Additional updates from the last post, I turned on mesh which I was reading I shouldn't have, though it doesn't make much difference I am assuming. I updated the AP units, but was not able to update the switch because the file would not download for some odd reason. Also I am not able to login to the switch on my PC using the IP address. Do I need to update the switch and have it added/be connected to my unleashed app?

Re: Ruckus 510 Access Points Keep turning off

dwdchen — Wed, 13 Dec 2023 18:56:54 GMT

Hi Imran,

Please see below

Re: Ruckus 510 Access Points Keep turning off

Imran_ruckus — Wed, 13 Dec 2023 19:05:05 GMT

Hi @dwdchen

Thank you for the response and the information you shared.

We may need to check the Switch version and some configuration. Please follow the below process and help me with the queries.

Please follow the below steps and help us with the queries,

1. To check this issue, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily.

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

2. Once we identify the IP address of the switch proceed to access remotely to the device “Command Line”

How to remotely access to 'ICX 7150-C12P' or 'access points' "Network devices":

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

If you can access the Command line should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command

enable

show version

show flash

show inline power
show interface brief

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) 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 510 Access Points Keep turning off

dwdchen — Sat, 16 Dec 2023 19:29:17 GMT

Hi Imran,

I did not check the switch version yet, but will as soon as I can. My APs are acting up again. Just wanted to know if the switch version could be the issue? The Switch looks fine, just the plugs that the AP units are connected to do not have a light. If I power cycle it comes back, but I am not sure why it keeps turning off again.

Re: Ruckus 510 Access Points Keep turning off

Imran_ruckus — Mon, 18 Dec 2023 13:59:17 GMT

Hi @dwdchen

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

Yes, if your RUCKUS ICX-7150-C12P Switch in on an older version may cause these issues.
We may need to look at the Switch current version and some other information from the command outputs as described in my previous post.

Please check and help us with queries to assist you further so that these issues can be avoided in the future.

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: Ruckus 510 Access Points Keep turning off

dwdchen — Wed, 20 Dec 2023 18:45:57 GMT

Hi Imran,

Please see the screenshots of the commands you had me enter.

Also there is a additional screenshot that I provided when the AP units were offline (I power cycled after and was able to enter in the commands after this). It said "PoE Fatal: Vmain (48V) fault has forced all ports on slot 0 to lose power." and it kept repeating nonstop. Again this went away after I power cycled the switch.

Thank you,

Dudley

Re: Ruckus 510 Access Points Keep turning off

Imran_ruckus — Wed, 20 Dec 2023 19:07:12 GMT

Hi @dwdchen

Greetings!!!

Thank you for the response and the information you shared.

As I can see from the screenshots you shared, your RUCKUS ICX-7150-C12P Switch is on an older 08061a version causing this issue. (Please refer to the below screenshot)

We suggest you follow the below guide link to upgrade your Switch to a stable UFI version:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-upgrade-RUCKUS-ICX-7150-C12P-from-Non-Unified-Forwarding/ta-p/71353

As you can access CLI, We suggest to follow the 2nd option from the guide.

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: Ruckus 510 Access Points Keep turning off

dwdchen — Thu, 21 Dec 2023 00:05:14 GMT

Hi Imran,

So I did go through and finished the update. So far it looks good. This process has been quite difficult. I really wish we could have spoke over the phone instead or something. I did run into a hiccup with the first update with the file ending in f. The file updated properly but the last step when I needed to boot it, it didn't entirely complete booting. It stopped internet access and kept giving me that PoE Fatal error again after it got to a certain point. I kept power cycling the switch and it just kept trying to boot up again then gives me the same error. My fix was by power cycling then quickly entering in the next command to copy the next update file. Doing this saved me and it finally worked out and loaded up properly. I was able to finish the updates. Hopefully I won't have anymore issues. I will let you know if I do. Is the update ending in g the most up to date one or should I update further? I just dont want anymore issues....or resolve them now when I still have some knowledge of how to do it.

thank you,

Dudley

Re: Ruckus 510 Access Points Keep turning off

dwdchen — Thu, 21 Dec 2023 01:15:19 GMT

How do I login to add the switch now? When I was in PuTTY and entered "enable" command it said there was no password assigned. Not sure if that is the issue? I am not sure what to enter for username and password. I have tried my usual unleashed login and also tried admin/sp-admin

Re: Ruckus 510 Access Points Keep turning off

Imran_ruckus — Thu, 21 Dec 2023 13:52:42 GMT

Hi @dwdchen

Greetings!!

Thank you for the response and the information.

When you enter "enable" and no password is assigned is a normal behavior.

Try to synchronize the Switch (ICX-7150-C12P) to the unleashed Access Points as described above.

Switch side:

Make sure the management approval is enabled.

https://docs.commscope.com/bundle/unleashed-200.9-onlinehelp/page/GUID-A887C55E-6973-4496-9413-302E8DE175AA.html

Access Points (unleashed):

On the Unleashed dashboard, remove the existing Switch from the Unleashed (Please refer to the below picture) and reboot the Switch, check the Unleashed dashboard if the Switch gets connected.

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 510 Access Points Keep turning off

dwdchen — Thu, 21 Dec 2023 16:16:05 GMT

Hi Imran,

I am not sure what you mean by synchornizing the switch as described above, but I followed the actions that were listed below that with no change. It is still saying to provide the correct admin and username. Are there default user name and passwords I could try? Or could I reset this without resetting my system entirely?

thank you,

Dudley