topic Re: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P in RUCKUS Support for Lennar Homes

Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Rspinks0518 — Sun, 10 Dec 2023 17:46:18 GMT

We’ve had this ruckus since the house was built in 2018. We have AT&T and have never had success with our Ruckus and access point. AT&T said the ruckus is slowing our internet down and has turned off our access point because when it’s on it doesn't work properly, WiFi is extremely slow and the AP flashes red most the time. When we turn the access point off and use just the AT&T router and plug the Ethernet cables for our Ring, Kevo, ADT, etc into the Ruckus everything goes even slower. I need this to work, I paid for this and have never been able to use it. After the first year we had a power outage and someone from Amazon Home sent a tech out annd he replaced the Ruckus because it was fried. It work ok but still not great. I work from home and I don’t understand all this to be able to mess with it since ATT unplugged it all now. The AP are off and Ruckus isn’t even plugged in to the Arris. My smart home should work with the ruckus and the access point with the AT&T fiber router modem without issues.
I just need for someone’s assistance with our setup. Like I mentioned I don’t understand any of the technical stuff so I need a person from Ruckus to assist me - explain to me like I’m 5!. I want to find the issue and figure out why we can’t use the Ruckus with our router to connect our devices. I’d like to be able to use the access point without it diminishing our signal. Our house is one story only 2300 sq feet and I can’t get signal without an extender. I prefer to use the Ruckus and AP if someone can please contact me to help I would appreciate it

Re: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Rspinks0518 — Sun, 10 Dec 2023 17:50:36 GMT

.bumping for assistance pls

Re: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Imran_ruckus — Mon, 11 Dec 2023 12:53:17 GMT

Hi @Rspinks0518

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

Apologies for the inconvenience caused.

As per the case description, I understand that your RUCKUS setup is not working.

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: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Rspinks0518 — Wed, 27 Dec 2023 15:31:39 GMT

Good morning,

ATT unplugged the Ruckus from the Arris and unplugged the AP. As of now there is a green light on system and power. The out of band management port RJ-45 has a blue cord plugged in that is not connected to anything and the WAP cord isn’t connected either. It was all set up and not working great and ATT disconnected it. I am not sure what needs to be connected where to get the ruckus going and the AP back on. Also I am unable to log into my account as it tells me I am not connected to the unleashed network go to settings. I do and it shows connected to my local network.

Ruckus

WAP cord and RJ45 cord not connected

Re: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Imran_ruckus — Wed, 27 Dec 2023 16:05:03 GMT

Hi @Rspinks0518

Thank you for the response and the detailed 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, it seems like the ethernet cable 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.

Also, connect the RUCKUS Access Point’s ethernet cable to any 1 in-12 ports as well. If required reboot (Unplug and plug from the power outlet) your Internet Service Provider (ISP) Router and RUCKUS ICX-7150-C12p Switch.

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: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Rspinks0518 — Wed, 27 Dec 2023 16:22:11 GMT

Hi Imran, thank you so much for the quick reply!!

The blue cable you instructed to move into one of the 1-12 ports isn’t connected to anything on the other end, so they disconnected it from the router modem. I did as you instructed and moved this cable from the port it was in and into the first port (orangish light above it). I also took the blue cable labeled WAP and plugged that into one of the 1-12 ports as well in between the orange cables. I am unsure where the unplugged cord should go into the Arris? Ruckus cord to router modem

Re: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Imran_ruckus — Wed, 27 Dec 2023 16:31:35 GMT

Hi @Rspinks0518

Thank you for the response and the update.

Ethernet cable from the ISP Router should be connected to the 1 in-12 ports on the RUCKUS Switch and you can connect any devices to any other 1 in-12 ports on the Switch to connect them to the Internet. RUCKUS ICX-7150-C12P Switch just acts as a mediator to connect devices and smart devices with an ethernet cable such as Laptops/PC, Access Points, Smart devices, etc.

Please refer to the short guide link below about how to connect the devices as a reference:

Most common Setups for Lennar homes users:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Most-common-Setups-for-Lennar-homes-users/td-p/47106

Please check and 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: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Rspinks0518 — Wed, 27 Dec 2023 16:49:21 GMT

Hi Imran, understood! I plugged the Ruckus into the Arris and now I see the AP has lights and there is an orange light on at one of the ports. Does this all look correct?
The Arris box from ATT is a modem router combo from my understanding. They kept saying that since it’s a router the Ruckus was causing interference…I should be able to turn the router function off on the Arris to so it is only going through the ruckus correct? (Otherwise it’s 2 routers working at the same time which is why they said to not use the ruckus just the Arris and unplugged the Ruckus)

AP lights

Ruckus orange light

Re: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Imran_ruckus — Wed, 27 Dec 2023 16:58:42 GMT

Hi @Rspinks0518

Thank you for the response and the information.

The light status of the RUCKUS ICX7150-C12P Switch and Access Points seems normal.

The connection to the RUCKUS ICX-7150-C12P Switch must be:

ISP Modem>>ISP Router>>RUCKUS ICX-7150-C12P Switch OR

ISP Modem-Router Combo>>RUCKUS ICX-7150-C12P Switch

Please note, it doesn't work with only Modem. You need a Router or Modem-Router combo from your ISP connected to the ICX-7150-C12P switch. And from the 12 Switch ports, you could connect your devices such as Access Points, smart devices, wired ethernet cables for your laptop/PC, etc.,

Please confirm if you are able to connect to the Internet via the RUCKUS setup.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Rspinks0518 — Wed, 27 Dec 2023 17:35:56 GMT

Hi Imran,

Got it, thank you for the info! It looks like it’s all working! I see the Ruckus listed in my smart home manager as well! All my devices connected to the ruckus are up and going now, too!

I do have one more question, how do I log into the Unleashed app or the website?

thanks again for all of your help!
rebecca

Re: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Imran_ruckus — Wed, 27 Dec 2023 18:19:02 GMT

Hi @Rspinks0518

Thank you for the response and the update.

Great! good to know that it's now working.

Please try to log into the Unleashed Application or on the web browser using the below-mentioned default credentials.

These usernames and passwords are key sensitive, please use capital letters where necessary

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: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Rspinks0518 — Wed, 27 Dec 2023 19:01:34 GMT

Hi Imran,

I tried all passwords you listed, and each were exactly as shown, case sensitive, however, none worked. I previously had a login when they first set this up, the error it gives me now with the old login is the same error I received trying the combos you provided.
I go to the settings and it shows I’m connected to the local network. There is a hyperlink for “change, login, destination“, if I click that it shows the destination IP as unleashed.ruckuswireless.com is this correct?

Re: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Imran_ruckus — Wed, 27 Dec 2023 20:48:06 GMT

Hi @Rspinks0518

Thank you for the response and the update.

Could you please try to login using the same default usernames/passwords on a laptop web browser using Master APs IP address or https://unleashed.ruckuswireless.com/ ?

Please check and confirm.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Rspinks0518 — Wed, 27 Dec 2023 22:06:15 GMT

I have a MacBook that runs on IOS and when I go to the website you provided I get the below.

Re: Help AT&T Arris modem router not working with Ruckus ICX7150-C12P

Imran_ruckus — Thu, 28 Dec 2023 12:13:27 GMT

Hi @Rspinks0518

Greetings!!!

Thank you for the response and the update.

Could you please try to find the IP address of the Access Point using an LanScan IP scanner and try to access?

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

Lennar Home Community.