topic Re: My R510 (non master) is not working in RUCKUS Support for Lennar Homes

My R510 (non master) is not working

rehertel — Thu, 28 Mar 2024 00:58:44 GMT

I have two R510 and the one on our first floor is no longer. It does not power on when connected to the ethernet an longer nor does it have any green lights on the back PoE ethernet port. Need assistance in troubleshooting/replacing. Thanks

Re: My R510 (non master) is not working

Sgatjens — Thu, 28 Mar 2024 13:44:18 GMT

Hello @rehertel

Hi

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 your RUCKUS setup is not working, and Access Points do not have power.

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

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?
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 us know the answers to ALL the above queries or let us know if you have any queries in this regard.

Thank you again for your patience.

Kind regards,

Sofia Gätjens

Re: My R510 (non master) is not working

rehertel — Fri, 29 Mar 2024 00:59:23 GMT

Thanks for the reply.

Yes, this system was working perfectly before. Went out of town and when we came home we noticed that our televisions downstairs were not connecting to our WiFi. Noticed the the AP downstairs had a red light. Tried resetting and no change. Looked at the back and noticed that the green lights that show-up indicating power to the PoE ethernet plug were not on. Unplugged the AP from upstairs and connected it to the downstairs ethernet and everything worked fine, which confirmed the ethernet cable was not the issue.

Re: My R510 (non master) is not working

rehertel — Fri, 29 Mar 2024 01:00:40 GMT

Re: My R510 (non master) is not working

rehertel — Fri, 29 Mar 2024 01:01:09 GMT

Re: My R510 (non master) is not working

rehertel — Fri, 29 Mar 2024 01:01:40 GMT

Re: My R510 (non master) is not working

Sgatjens — Fri, 29 Mar 2024 13:48:31 GMT

Hello @rehertel

The Access point is stuck in boot mode, so please perform a factory reset, let me add the steps, if the Access point still not responding, please reply with a picture showing that the PWR is red.

Physical Factory Reset an Access Points Ruckus

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Ac...

How to factory reset or factory default different types of Ruckus Access points? (technical guide.)

https://support.ruckuswireless.com/articles/000012418

Kind regards,

Sofia Gätjens

Re: My R510 (non master) is not working

rehertel — Fri, 29 Mar 2024 20:42:22 GMT

Thanks for the guidance. Followed the instructions you provided, but unfortunately the AP is still stuck on a red light on the front and no green lights on the back. See photos.

Re: My R510 (non master) is not working

Imran_ruckus — Mon, 01 Apr 2024 19:02:03 GMT

Hi @rehertel

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 your RUCKUS R510 Access Point is powering up only with a Red light.

Could you please unplug/plug the Access Points ethernet cables from the Switch ports and check if it comes to normal state? You can plug into any 1 in-12 ports as highlighted in the below screenshot.

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: My R510 (non master) is not working

rehertel — Tue, 02 Apr 2024 03:46:42 GMT

Good evening - Followed your instructions (see pics) and same result.

Re: My R510 (non master) is not working

Imran_ruckus — Tue, 02 Apr 2024 12:27:59 GMT

Hi @rehertel

Greetings!!!

Thank you for the response and the update.

Please check the Access Point by connecting to an external 12 VDC power adapter and check it separately without connecting to the Switch PoE port cable. (Please refer to the below screenshot). Usually, you will find the 12 VDC adapter connected to your ISP’s (Internet Service Provider’s) Router/Modem-Router combo device.

Once you connect with an external power adapter, try to reset the Access Point as explained in the below RUCKUS Lennar Knowledge base self-help guide.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Factory-reset-process-of-the-RUCKUS-R510-Access-Points-for/ta-p/7396

Please check and confirm if that works.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: My R510 (non master) is not working

rehertel — Thu, 04 Apr 2024 20:12:51 GMT

Thanks, Imran. Since this Access Point was connected to the ceiling and powered via the ethernet cable no 12 VDC power adapter was provided by Lennar. Moreover, I do not plan on using the power adapter in the future, so I am not terribly enthusiastic about buying one simply to perform this test.

Re: My R510 (non master) is not working

Imran_ruckus — Thu, 04 Apr 2024 20:20:21 GMT

Hi @rehertel

Greetings!!!

Thank you for the response and the update.

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 confirm.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: My R510 (non master) is not working

Imran_ruckus — Fri, 05 Apr 2024 20:29:42 GMT

Hi @rehertel

Greetings!!!

Hope you are doing well.

Could you please provide an update on the status of the issue to proceed further?

Thank you.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: My R510 (non master) is not working

rehertel — Fri, 05 Apr 2024 22:22:42 GMT

Unfortunately, due to the AP’s plastic shield covering the 12VDC plug insert, there is not enough space for me to plug in the ISP’s power adapter. At this point I will have to buy a power adapter.

Re: My R510 (non master) is not working

Imran_ruckus — Mon, 08 Apr 2024 12:30:57 GMT

Hi @rehertel

Greetings!!!

Thank you for the response and the update.

If you do not have a power adapter, could you please try to factory reset your Access Points as described in the below RUCKUS Lennar Knowledge base self-help guide?

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Factory-reset-process-of-the-RUCKUS-R510-Access-Points-for/ta-p/73964

Please check if it works after the factory reset 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: My R510 (non master) is not working

rehertel — Tue, 09 Apr 2024 20:46:14 GMT

Good afternoon. I tried to perform a factory reset based upon the instruction provided, but unfortunately the power light just remains red and at no point does it ever turn green or do I get a "configure-me" network in my available wi-fi options.

Re: My R510 (non master) is not working

Imran_ruckus — Wed, 10 Apr 2024 12:30:45 GMT

Hi @rehertel

Greetings!!!

Thank you for the response and the information.

Based on the troubleshooting done, and you confirm after performing the reset of the Access Point, and checking all the connectivity and connections, the failure persists. And this is the only ONE access point that isn’t working with Red light on PWR, even after checking with an external power adapter it behaves the same. This ONE Access Point Unit Should be RMA (Return Merchandise Authorization) in simple words replacing it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post (URL), and paste it into the chat to start the unit replacement.

Please follow the steps as shown in the below example:

As shown in the below picture, copy the link and share it via chat from the link provided below:

The below link is to contact us by chat (only)

https://support.ruckuswireless.com/contact-us

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

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

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: My R510 (non master) is not working

rehertel — Wed, 10 Apr 2024 16:39:01 GMT

Thanks, Imran. The chat is asking me for the RMA serial #. Where can I find this information?

Re: My R510 (non master) is not working

rehertel — Wed, 10 Apr 2024 16:41:07 GMT

Is this simply the AP's serial #?