topic Re: My Ring and lutron are not connecting to internet in RUCKUS Support for Lennar Homes

My Ring and lutron are not connecting to internet

Gailz — Fri, 17 May 2024 18:20:08 GMT

Hi All,

The two apps are not connecting to the internet and offline. I've plugged in and unplugged everything installed in the box upstairs and cannot get connection back. Any suggestions??

Re: My Ring and lutron are not connecting to internet

Imran_ruckus — Fri, 17 May 2024 18:44:02 GMT

Hi @Gailz

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 with Internet issues.

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. 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 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: My Ring and lutron are not connecting to internet

Gailz — Fri, 17 May 2024 20:48:40 GMT

Hello Imran,

Thanks for you reply.

First, no outages that I can recall. Im in my home 6 years and this is the first time this has happened. Lights and Ring were always working fine. My internet is working perfectly fine. It started for the first time a few weeks ago. I went upstairs to the installation box and just reset the supply switch. It worked again for the next 2 days then went out again and now doesnt work any longer.

I'm trying upload two photos of the entire configuration. The ruckus is fully attached to the installation. How would you like me to send you the back if not completely unattaching it from the wall? From what I can see, there are no lights flashing or on from the front or underneath. I tried to upload the photos and its not allowing me to. How would you like me to do that??

What would you like me to do? Im not an internet implementation expert. Im merely a Smart home owner where the application is not working. Please guide me.

Re: My Ring and lutron are not connecting to internet

Gailz — Fri, 17 May 2024 20:51:03 GMT

Re: My Ring and lutron are not connecting to internet

Gailz — Fri, 17 May 2024 20:52:39 GMT

Imran,

Please see my two responses below and the photos I uploaded.

Please reply with more info.

Re: My Ring and lutron are not connecting to internet

Imran_ruckus — Fri, 17 May 2024 20:59:33 GMT

Hi @Gailz

Thank you for the response and the detailed information you shared.

Please send us the pictures showing the wired connections and the light status of the Switch and the Access Points as explained in my previous post.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: My Ring and lutron are not connecting to internet

Gailz — Sun, 19 May 2024 15:04:34 GMT

How would you like me to do that without taking the entire configuration apart? I'm coming to you for help as a homeowner, not an IT expert.

Re: My Ring and lutron are not connecting to internet

Imran_ruckus — Mon, 20 May 2024 13:11:29 GMT

Hi @Gailz

Greetings!!!

Thank you for the response.

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.

This forum is on best best-effort support basis.

Before we proceed with assistance, we kindly request the following information:

Pictures as Described in Points 1 and 3:

To ensure accurate assistance, please provide the requested pictures according to Points 1 and 3 outlined in your initial response.

We appreciate your cooperation in this matter and thank you for your patience and understanding.

Best Regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: My Ring and lutron are not connecting to internet

Imran_ruckus — Wed, 22 May 2024 20:35:40 GMT

Hi @Gailz

Greetings! I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Your prompt response would be greatly appreciated.

Thank you for your attention to this matter.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: My Ring and lutron are not connecting to internet

Imran_ruckus — Fri, 24 May 2024 20:42:25 GMT

Hi @Gailz

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Your prompt response would be greatly appreciated.

Thank you for your attention to this matter.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: My Ring and lutron are not connecting to internet

Gailz — Sat, 25 May 2024 15:59:40 GMT

Imran,

See photos below. No lights at all on ruckus box. Pressed reset and nothing happened. Now what?

Re: My Ring and lutron are not connecting to internet

Gailz — Sat, 25 May 2024 16:00:34 GMT

Re: My Ring and lutron are not connecting to internet

Imran_ruckus — Mon, 27 May 2024 12:22:08 GMT

Hi @Gailz

Greetings!!!

Thank you for the response and the information you shared.

Please plug your ICX-7150-C12P Switch into a working power outlet and send us PICTURES and VIDEO of it showing the light status, and cord connected to the Switch and a working power outlet? Please refer to the below pictures as an example.

Please use the below link to upload a VIDEO: (Refer to the Video EXAMPLES from the drive)

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

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: My Ring and lutron are not connecting to internet

Imran_ruckus — Tue, 28 May 2024 21:19:18 GMT

Hi @Gailz

Greetings!!!

I am writing to request an update on the status of the issue. Your prompt response would be greatly appreciated to proceed further.

Thank you.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: My Ring and lutron are not connecting to internet

Imran_ruckus — Fri, 31 May 2024 20:15:58 GMT

Hi @Gailz

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Your prompt response would be greatly appreciated.

Thank you for your attention to this matter.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: My Ring and lutron are not connecting to internet

Imran_ruckus — Wed, 05 Jun 2024 14:13:43 GMT

Hi @Gailz

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Your prompt response would be greatly appreciated.

Thank you for your attention to this matter.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: My Ring and lutron are not connecting to internet

Gailz — Wed, 05 Jun 2024 15:04:26 GMT

Imran,

This is no update!!! There are no lights and it is simply not working. Youre asking me to plug it into an outlet... What do you mean? and please do not send me the video agian or photo. This whole thing is ridiculous without a phone call. This ticket will never get resolved with assistance like this. I see all the other responses and posts and everyone is having the same issue. So, just tell me, is the ruckus dead or not operational? did it burn out? It worked for 6 years and now suddenly not. I've reset everything and plugged in and out. Nothing works. Please respond with an actual answer and not asking for another update.

Re: My Ring and lutron are not connecting to internet

Imran_ruckus — Wed, 05 Jun 2024 16:34:26 GMT

Hi @Gailz

Greetings!!!

Thank you for the response and the information you shared.

As already mentioned in one of my previous responses please plug your ICX-7150-C12P Switch into a working power outlet and send us PICTURES and VIDEO of it showing the light status, and cord connected to the Switch and a working power outlet. Please refer to the below pictures as an example.

Please use the below link to upload a VIDEO: (Refer to the Video EXAMPLES from the drive)

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

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: My Ring and lutron are not connecting to internet

Imran_ruckus — Thu, 06 Jun 2024 18:50:24 GMT

Hello @Gailz

Greetings!

Thank you for your continued communication.

Considering the repeated instances of your Switch being unresponsive, it's likely attributable to a hardware malfunction.

Per our standard procedure, we require a video showcasing the RUCKUS ICX-7150-C12P Switch connected to a functioning power outlet in order to proceed with the replacement process. Kindly refer to my previous message for detailed instructions and refer EXAMPLE Videos from the drive link.

Thank you once again for your cooperation and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community