topic Re: Internet connection down in the app in RUCKUS Support for Lennar Homes

Internet connection down in the app

Darnoni — Thu, 21 Mar 2024 20:59:11 GMT

Lost internet at home

my ruckus is connected to a switch providing it power.

the unleashed app shows internet connection is down even though the PWR CTL 2.4 and 5.0 light show solid green on the access point itself .

i am not able to connect to the internet through the access point at this time therefore the entire first level of my house is without internet .

i am able to connect directly to the modem on some devices.

i tried switching cat 4 ports on the back of the modem and also tried switching cat 5 wire.

i removed power from the switch for a minute and non of these trouble shooting attempts have resolved the issue .

Can you please assist me to resolve this issue please .

thank you

David

Re: Internet connection down in the app

Imran_ruckus — Thu, 21 Mar 2024 21:09:58 GMT

Hi @Darnoni

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.

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. 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 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: Internet connection down in the app

Darnoni — Thu, 21 Mar 2024 22:10:50 GMT

Everything was working great for a long time before this issue occurred . Not aware of any power interruptions .

The switch does have a battery backup unit to prevent any surges

2. Green flashing light (left hand no flashing or allow on the right hand )by the cat 5 running between switch and the cable modem router (Xfinity)

Flashing green light left hand and solid green right hand side on the port between switch and ruckus access point

Only one access point connected to switch (only one access point in the house)

Other items connected to switch but no other access points

Thank you for your help

Re: Internet connection down in the app

Imran_ruckus — Fri, 22 Mar 2024 12:43:19 GMT

Hi @Darnoni

Greetings!!!

Thank you for the response and the update.

As per the Light status of the RUCKUS R510 Access Point, it is in a normal state.

Could you please let me know if you can log in to your Unleashed system on a LAPTOP WEB BROWSER using the Master AP IP Address OR https://unleashed.ruckuswireless.com/ ?

If you don’t know the IP Address of the Master Access Point. Please refer to the below guide to find the IP Address of the Access Points.

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 Unleashed dashboard as shown in the below screenshot.

Please confirm if you can see the above Unleashed dashboard on the browser and log into the same.

If you are unable to see the Unleashed log in dashboard, please factory reset your RUCKUS Access Point as described in the below RUCKUS Lennar Knowledge Base self-help article.

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

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: Internet connection down in the app

Darnoni — Fri, 22 Mar 2024 16:20:02 GMT

I am able to get to dashboard

what do I do now?

Re: Internet connection down in the app

Imran_ruckus — Fri, 22 Mar 2024 18:25:28 GMT

Hi @Darnoni

Thank you for the response and the update.

As I see your Internet is in the disconnected state on the Unleashed dashboard. (Please refer to the below screenshot)

I would suggest checking your Internet connectivity or cable connectivity between the devices.

If that is good. Please try to factory reset your Access Point following the guide shared in my previous post.

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: Internet connection down in the app

Darnoni — Sun, 24 Mar 2024 10:44:38 GMT

Thank you

I’ll try doing the reset

could you please share how to configure the AP after the reset

Re: Internet connection down in the app

Imran_ruckus — Mon, 25 Mar 2024 12:22:09 GMT

Hi @Darnoni

Greetings!!!

Thank you for the response and the update.

Please refer to the same factory reset guide which includes the configuration part as well.

Please 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: Internet connection down in the app

Darnoni — Sun, 31 Mar 2024 21:14:26 GMT

Hi Imran

i swapped out the modem router with the cable company and purchased a second R510 for my home.

i purchased a used one from a friend of mine in the community that doesn’t want to use his anymore.

I would like to set change my modem router to modem only mode. And the. Have one R510 upstairs and one down stairs.

could you please help me with setting that up?

thank you

David

Re: Internet connection down in the app

Imran_ruckus — Mon, 01 Apr 2024 12:33:52 GMT

Hi @Darnoni

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

Apologies, you cannot use only Modem to connect to the RUCKUS ICX-7150-C12P Switch. The connection must be from a Router or Modem-Router combo device. Since Router does the work of assigning DHCP IP Address.

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 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: Internet connection down in the app

Darnoni — Mon, 01 Apr 2024 12:48:12 GMT

Good morning

the modem router will still stay a modem router but will no longer be in router function. It will act as a modem providing signal to both Ruckus AP R510

one upstairs and one downstairs.

I read the user manual and it says that in order to setup the AP it must be connected to a laptop and ensure AP has a AC power supply connected .

is it possible to do this a different way? The current AP is not connected to an AC power supply .

alsobinwould like to discuss with you the best placement of the second AP .

is it possible to communicate with you over the phone?

thank you

David

Re: Internet connection down in the app

Darnoni — Mon, 01 Apr 2024 12:50:21 GMT

Good morning

the modem router will still stay a modem router but will no longer be in router function. It will act as a modem providing signal to both Ruckus AP R510

one upstairs and one downstairs.

I read the user manual and it says that in order to setup the AP it must be connected to a laptop and ensure AP has a AC power supply connected .

is it possible to do this a different way? The current AP is not connected to an AC power supply .

I also would like to discuss with you the best placement of the second AP .

is it possible to communicate with you over the phone?

thank you

David

Re: Internet connection down in the app

Darnoni — Mon, 01 Apr 2024 13:04:09 GMT

Also I no longer have a laptop that has an Ethernet port . How would I set up this additional AP

Re: Internet connection down in the app

Imran_ruckus — Mon, 01 Apr 2024 13:52:44 GMT

Hi @Darnoni

Thank you for the response.

May I know which Switch you are using?

Could you please let me know if you have performed the Access Points factory reset following the 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 confirm.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Internet connection down in the app

Darnoni — Mon, 01 Apr 2024 14:27:51 GMT

I am using a netgear 8 port unmanaged switch .
I have not preformed a rest on the additional AP yet .
I was waiting to discuss the best way to add this to our network.
is it possible to communicate with you via voice?

Re: Internet connection down in the app

Darnoni — Mon, 01 Apr 2024 14:55:06 GMT

I have preformed the factory reset on the additional AP.

now I would like to set the existing and additional AP so they work together. One upstairs and one down stairs . Can you please help me set this up ?

Re: Internet connection down in the app

Darnoni — Mon, 01 Apr 2024 14:57:37 GMT

Do I set it up as a mesh network?

Re: Internet connection down in the app

Imran_ruckus — Mon, 01 Apr 2024 15:25:10 GMT

Hi @Darnoni

Greetings!!!

Thank you for the response and the information.

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.

You just need to connect the new Access Point to the Switch. It will automatically sync up with the configurations from the other Access Point.

Please 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: Internet connection down in the app

Darnoni — Mon, 01 Apr 2024 19:29:10 GMT

Before the reset the lights were yellow for both 2.4 and 5.0 on the added AP

The existing AP has green lights for both 2.4 and 5

i can see configure me as a network option but that’s it .

it does not look like it just syncing up as you said.

Seems like I need to configure the added AP .

can you please help me with that ???please

Re: Internet connection down in the app

Imran_ruckus — Mon, 01 Apr 2024 20:36:14 GMT

Hi @Darnoni

Thank you for the response and the information you shared.

Please try to factory reset the Access Point once again referring to the same guide. Sharing it below once again.

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

NOTE: As you have 2 R510 Access Points in your setup, remove the cables of any ONE Access Point, and perform the factory reset only on the ONE connected access point. Once you complete it, connect the unplugged Access point cables back to the Switch ports and it will sync up with the configurations from the factory reset Access Point.

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

Thank you again. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.