topic Re: Unable to connect to an existing ruckus in RUCKUS Support for Lennar Homes

Unable to connect to an existing ruckus

Victoriamorgann — Thu, 06 Jun 2024 00:24:49 GMT

We purchased our home 2 months ago and it had the RUCKUS system installed - we’ve hard reset the system but it’s still connected to the previous owners internet which is no longer at the home. The homeowners before us said they unpaired and deleted everything but it wont allow us to connect. Can someone help us?

Re: Unable to connect to an existing ruckus

pinky_ruckus — Thu, 06 Jun 2024 15:38:36 GMT

Hi @Victoriamorgann ,

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?

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 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.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Unable to connect to an existing ruckus

Victoriamorgann — Thu, 06 Jun 2024 18:58:58 GMT

Thanks for getting back to me!

The lights on the switch are all green - they are system, power, and POE

We have 2 access points - 1 upstairs and 1 downstairs. The one upstairs has 2 blinking green lights “CTL’ and “PWR” and the one downstairs has 2 amber lights on the left 5G and 2.4G and a solid green light under “CTL” and a blinking green light “PWR”

Re: Unable to connect to an existing ruckus

pinky_ruckus — Thu, 06 Jun 2024 21:41:05 GMT

Hi @Victoriamorgann ,

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

As per the light status of the RUCKUS ICX-7150-C12P Switch, they seem to be in a normal status.

As I see from the picture you shared, it seems like the ethernet cable which is 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 then reboot (unplug and plug from the power outlet) and try to connect to the Internet via Access Points.

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

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Unable to connect to an existing ruckus

Victoriamorgann — Thu, 06 Jun 2024 23:37:53 GMT

Ok I moved the cord and got farther than I have but I’m still not able to connect 😕

Re: Unable to connect to an existing ruckus

Imran_ruckus — Fri, 07 Jun 2024 16:49:13 GMT

Hello @Victoriamorgann

Warm greetings! I hope this message finds you well.

Thank you for the update, and I appreciate your patience.

I kindly request your assistance with the following queries:

1. Are you currently attempting to factory reset the Access Points?
2. If not, and if you have an existing network, could you please confirm if you are able to log into the Web-based RUCKUS Unleashed system on a laptop?

You can access your Unleashed system using either the Master AP IP Address or by visiting https://unleashed.ruckuswireless.com/

3. Try to uninstall/install the Unleashed application on your smartphone and try to login.

Please verify and confirm these details. If you have any questions or concerns, please feel free to ask.

Thank you once again for your cooperation and patience.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Unable to connect to an existing ruckus

Imran_ruckus — Tue, 11 Jun 2024 13:01:24 GMT

Hi @Victoriamorgann

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: Unable to connect to an existing ruckus

Victoriamorgann — Tue, 11 Jun 2024 13:26:40 GMT

I’m unable to connect due to it being a previous owners ruckus and they don’t know the log in. I would like to reset the system and start as new.

Re: Unable to connect to an existing ruckus

Imran_ruckus — Tue, 11 Jun 2024 13:35:28 GMT

Hi @Victoriamorgann

I hope this message finds you well.

Thank you for your recent correspondence and for sharing the provided update.

In the event that you encounter difficulty accessing the Unleashed login credentials, I recommend attempting to log in using the default username and password as depicted in the attached screenshot.

Should you encounter continued difficulty despite using the default credentials, the next course of action would be to perform a factory reset on the RUCKUS Access Points. For detailed instructions on this process, please consult the RUCKUS Lennar Knowledge Base self-help article available at the following link:

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

Should you require any assistance at any stage of this process, please do not hesitate to reach out. Your satisfaction is our priority.

Thank you once again for your cooperation and understanding.

Warm regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Unable to connect to an existing ruckus

Imran_ruckus — Fri, 14 Jun 2024 18:58:36 GMT

Hi @Victoriamorgann

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: Unable to connect to an existing ruckus

Imran_ruckus — Tue, 18 Jun 2024 18:37:02 GMT

Hi @Victoriamorgann

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: Unable to connect to an existing ruckus

Imran_ruckus — Fri, 21 Jun 2024 20:12:20 GMT

Hi @Victoriamorgann

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