topic the main floor extender stopped extending the Internet in RUCKUS Support for Lennar Homes

the main floor extender stopped extending the Internet

SEATTLE771 — Tue, 08 Nov 2022 18:08:16 GMT

Hi there,

the main floor extender stopped extending the Internet. Had the same issue 2 years ago with this new home. The Lennar technician resolved the problem in less than 10 min back then.

What needs to be done to get it back to work? Any comprehensive step-by-step instruction?

Thank you!

CTL green indicator went off on one of two extenders

SEATTLE771 — Tue, 08 Nov 2022 17:14:14 GMT

Hi there,

probably, the CTL green indicator went off on the main floor extender. Now all the devices are hanging on the upper level extender with the dropping out Internet on them from time to time and its poor quality.

When we bought this Lennar home 2 years ago, there was the same initial problem, which went right with the house. I could not troubleshoot it myself back then, but the Lennar technician went out and said, that the main level extender did not extend any Internet. It took him about 10 min to make it right. I've no idea, what he did back then, but I need to just repeat the same procedure this time.

Unfortunately, I did not find anything useful on any Forums on how to resolve such a problem, which is crucial to my family, while I and my wife primarily work from home.

Please, help asap!

Thank you!

Re: CTL green indicator went off on one of two extenders

Vásquez_Fer — Tue, 08 Nov 2022 17:44:53 GMT

Hi @SEATTLE771

Hope you are doing well

Basically the CTL should be on in of your access point indicating that is the 'main controller' of the Wireless Access Points network.

Access Point :

In simple words the CTL light should only be on in one of your pre-installed wireless access that is indicating that is the Main controller.

where the other access points do not have the CTL light on it only indicates that they participate in the network as member of the (unleashed network) but they are not the 'main controller'

Here is the guide what is meaning of each color light :

https://docs.commscope.com/bundle/unleashed-200.9-onlinehelp/page/GUID-19D4261B-D10B-4DE3-B63A-3498F80103D0.html

Best Regards

Fernando Vasquez

Re: the main floor extender stopped extending the Internet

Yarenis — Tue, 08 Nov 2022 18:59:48 GMT

Hi @SEATTLE771

1:Is the AP receiving power, please describe the lights, use the following diagram for reference:

2:is the internet totally down, by default if one AP fails, the other should take the owner's turn for connection.
3:have you made any changes to the service provider's router, by default the APs will be affected, as the APs rely on the ISP router to provide internet?
4:Can you see the SSID/Wi-Fi signal, and can you connect, please describe.
5:Please check the connections first, please follow the guide below.

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

Ruckus at Home: Introduction (Tutorial video)

https://www.youtube.com/watch?v=vFD_ByQWGH0

Note: Please provide more details in your post, so that we can provide a possible solution in the first response.

Re: the main floor extender stopped extending the Internet

SEATTLE771 — Tue, 08 Nov 2022 19:08:20 GMT

I'm sorry, I was not clear with my initial message.

Here are the answers to your questions (with pics attached - the extender with a CTL green light off on main level is not working):

1) yes, the AP is receiving the power;

2) no, the Internet is not totally down - the upper level extender is still working (the attached pic with 4 GREEN indicators on);

3) no changes to the service provider's router. There was a power outage, that might cause something though - just my guesses. I turned it off and on after that a couple of times - did not help;

4) all the devices are still connected to the same wi-fi RUCKUS network and work more or less normally from the working extender on the upper floor with unstable Zoom sessions and mosaic TV pictures not working one on main levelworking one on upper levelthough;

5) all the connections are untouched.

Re: the main floor extender stopped extending the Internet

Yarenis — Tue, 08 Nov 2022 19:31:00 GMT

Hi @SEATTLE771

1:It will be normal that one of the two APs has the CTL light off, maybe during the power outage they switched roles, so the one with the light off is a Member and the other with the light on is master.

2:Now, there are definitely devices connected to both devices, because the 2.4 and 5G lights are green, which means there are clients connected.

3: Now, you mentioned a power outage, there is a known issue that causes the Switch which is the device where the APs are connected to start booting from the wrong partition, this will cause connectivity issues, sometimes you can't even load a website; however, to see if this is the problem you need to get access to the Ruckus ICX7150 switch per console which should be located in a cabinet in your home, let me add what the connections will look like in your cabinet and the two guides to troubleshoot the possible problem on the ICX7150 Switch. (It looks like your Access Points are not the issue).

Cabinet: The big white boss named Ruckus is the Switch.

1:This first guide will explain to you how to gain access to the Switch(big white box) via console, there are examples for MAC computer and Windows computer.

How to console in the ICX-7150-12CP 'Ruckus Switch'

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12c-using-a-Windows-Machine/td-p/46759

RUCKUS ICX 7150 USB TYPE C CONSOLE (tutorial video)

https://www.youtube.com/watch?v=YXR4xhkw3q8

2:Now you have access to the Switch, you need to follow up the next guide, which also explain how to gain access via console.(there are two guides, follow up the one which is better to you understand)

How to Fix Routing code issues on Lennar Home users

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issues-on-Lennar-Home-users/td-p/47305

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-solve-the-routing-code-issue-in-your-ICX7150-Switch/td-p/47335

Note: Please read the guides carefully before start the troubleshooting.

Re: the main floor extender stopped extending the Internet

SEATTLE771 — Wed, 09 Nov 2022 16:45:29 GMT

Morning,

am reporting on no progress on this matter on my end, following the instructions above:

1) both provided tutorial videos were for Windows - none was for Mac;

2) I used port #1 on RUCKUS for connecting it to my MacBook Pro via adapter - no effect; it did not pop up as a found item. After downloading the Mac driver for the connection cable from the link - silabs.com/developers/usb-to-uart-bridge-vcp-drivers?tab=downloads nothing appeared.

3) this link - Putty:https://www.chiark.greenend.org.uk/~sgtatham/putty/latest.html - appeared to by NOT FOUND.

4) this link - Mobaxterm: https://mobaxterm.mobatek.net/download-home-edition.html - lead me EITHER to the VLC Player w/o any clarification on what to do about it next OR to

"MobaXterm_Personal 22.1.exe" was not supported by Mac;

So I could not get to the stage of "seeing" the console.

Is there anyway to simplify, what we are discussing here? It should be a user-friendly home device, not some complicated piece of equipment, requiring the programming skills, which I have none of!

Thank you!

Re: the main floor extender stopped extending the Internet

Yarenis — Wed, 09 Nov 2022 17:13:24 GMT

1: There is only one console port in the ICX7150 Switch, numbered#1 in the next port description guide, and the cable require will be the next:

Port-side view

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-98DBADCF-277F-4450-8A0B-58A4F9161799.html

(Tutorial for MAC)

https://www.youtube.com/watch?v=1AcJokMm78U

2:For console connection in MAC you do not require the Putty APP, because from the terminal application in your computer you can gain access using the commands that you can locate in the console access guide(MAC section)

3:The drivers are requiring, because the majority of the cases MAC does not detect the serial connection.

Drivers:

https://support.ruckuswireless.com/software/1413-brocade-ruckus-7150-usb-serial-driver-mac

4:Yes, Ruckus devices, such as access points and Ruckus switch, are high-end network devices needed to manage a Lennar network due that you will have many devices connected and required to cover the network via wireless and wired.

Re: the main floor extender stopped extending the Internet

SEATTLE771 — Wed, 09 Nov 2022 19:40:28 GMT

thank you!

Like I said, I'm not a tech guru in that. I tried to accomplish the advices, but did not move any farther in resolving the issue.

Could you do a FaceTime or smth of this nature with me instead, so you could see, what I'm doing and what's happening on the screen to walk me through those steps? I do not need to see you. I just want you to guide me through way more effectively, taking into account the circumstances. At what time are you available?

Re: the main floor extender stopped extending the Internet

Vásquez_Fer — Thu, 10 Nov 2022 15:28:32 GMT

Hi @SEATTLE771

Effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email. We will be exclusively supporting customers via this community forum support model.

Please let us know at which part you are stuck in order to help you.

Best Regards

Fernando Vasquez

Re: the main floor extender stopped extending the Internet

SEATTLE771 — Tue, 15 Nov 2022 01:36:44 GMT

Hi Fernando,

No, it did not help me to find the solution, since the very first thing, that was ineffective in this maze, was the connection cord (#1 on your pic), which I used to connect it to my MacBook Pro via an adapter. Since I have no other cord, I got stuck at this stage.

Yes, very often the websites are not downloading until I reconnect to wi-fi via "Settings", and it is impossible to use Zoom sessions, since it is falling off all the time.

I understand, you stopped supporting Lennar homeowners November, 2022, which I'm, as a rookie user of your RUCKUS device, not happy about at all. But since I was just a few days late with this problem, by submitting a claim slightly after Nov/01 (not knowing of your upcoming change, of course), could you, please, as an exception contact me via video call for assistance?! I see, otherwise it will be everlasting...

I really need the support that is effective in this problem solving!

Thank you very much!

Re: the main floor extender stopped extending the Internet

Yarenis — Tue, 15 Nov 2022 16:00:03 GMT

Hi @SEATTLE771

I understand, however, we have provided the solution to fix your problem, if you are having difficulties you may need to request assistance from someone who has more experience or even a technician, this forum is the option we have available for assistance.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired