topic Internet issues with Ruckus & AT&T in RUCKUS Support for Lennar Homes

Internet issues with Ruckus & AT&T

bbradley01 — Sat, 29 Jun 2024 22:41:57 GMT

Hello,

I have a Lennar home with a Ruckus ICX 7150-C12P Switch, 2 R510 aps and a Ruckus T300 outdoor AP.

Recently, our internet has been temporarily going out multiple times a day. We have AT&T fiber and the gateway status will turn solid red or will blink red or white. Sometimes it will fix itself and other times I will need to reset the modem.

I had an AT&T tech out and he said the problem must be from the Ruckus switch because everything shows normal on his side and he even replaced the modem but the problem continued. I was skeptical of this answer because when the internet goes out, I still maintain connection to the ruckus network and the status lights remain green on the APs. However, I turned the switch off and used the gateway’s built in WiFi and have not had an internet interruption since

I do need the switches and APs to have household coverage, however, so I am looking for anything I can do to troubleshoot this.

thank you,

Re: Internet issues with Ruckus & AT&T

pinky_ruckus — Mon, 01 Jul 2024 15:49:48 GMT

Hi @bbradley01 ,

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 you are facing issues while connecting to the Ruckus network.

Could you please help us with pictures of your ICX-7150-C12P Switch showing the cable connections to the Switch ports

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please 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: Internet issues with Ruckus & AT&T

bbradley01 — Mon, 01 Jul 2024 16:05:26 GMT

all lights are green.

Re: Internet issues with Ruckus & AT&T

pinky_ruckus — Mon, 01 Jul 2024 20:16:53 GMT

Hello @bbradley01 ,

Greetings!

Thank you for the response and sharing the pictures.

Upon checking the pictures, we understand that the light status of the switch and the connection between the ports on the switch seems to be normal.

To assist you further, we would need to check few configurations of the Ruckus Switch.

If your AP is assigned with a Public IP Address, may happen when your ISP (Internet Service Provider) router is IP Passthrough enabled. It has to be in a disabled state to avoid any issues with the connectivity. I suspect this may be the reason for the issue you are facing. Please login to your ISP router account and disable the same. (Please refer to the below screenshot)

If the IP passthrough is enabled, we would request you to please disable it and try connecting to the network.

If it is already disabled, please perform a factory reset on the Switch and this should work.

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to hard reset the Switch

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Process-for-performing-a-physical-factory-reset-hard-reset-on/ta-p/80783

Please follow the process as explained in the article 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: Internet issues with Ruckus & AT&T

pinky_ruckus — Tue, 02 Jul 2024 21:48:00 GMT

Hello @bbradley01 ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

I would like to know if you require further assistance since our last correspondence. Should you have any questions or if the status of your case has changed, please let me know by responding to this post.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Internet issues with Ruckus & AT&T

pinky_ruckus — Thu, 04 Jul 2024 14:09:17 GMT

Hello @bbradley01 ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Internet issues with Ruckus & AT&T

bbradley01 — Fri, 05 Jul 2024 22:08:26 GMT

As of right now, the problem seems to be fixed. I will write back if the issue reappears.

thank you for your help!

Re: Internet issues with Ruckus & AT&T

bbradley01 — Fri, 05 Jul 2024 23:51:45 GMT

Shouldn’t have replied so soon, the internet went out again. Same issue. It is causing the modem/gateway to reset or stop working.

Re: Internet issues with Ruckus & AT&T

bbradley01 — Sun, 07 Jul 2024 13:33:50 GMT

Although it is not happening as frequently now, I am still getting interruptions at least once a day.

Re: Internet issues with Ruckus & AT&T

pinky_ruckus — Mon, 08 Jul 2024 16:14:50 GMT

Hello @bbradley01 ,

Greetings!

Thank you for the response shared.

From the response you shared, I understand that you are still facing issues connecting to Ruckus network.

Could you please confirm the status of the IP Passthrough?

Also, please share the screenshot to confirm if the IP Passthrough is disabled.

Also, could you please confirm if you have performed factory reset when the IP pass through is disabled?

Please share the screenshots or error (if any) and kindly answer to my queries in this regard.

Thank you again. We appreciate your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Internet issues with Ruckus & AT&T

bbradley01 — Tue, 09 Jul 2024 00:53:02 GMT

Can confirm the factory reset was completed while pass through was disabled (it has always been disabled)

Re: Internet issues with Ruckus & AT&T

pinky_ruckus — Tue, 09 Jul 2024 14:38:23 GMT

Hello @bbradley01 ,

Greetings!

Thank you for sharing the information.

To proceed further, we would need to check few configurations of the switch.

To check this, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily.

How to find the IP Address of the RUCKUS Devices (Switch and APs) using IP Scanner free applications:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-find-the-IP-Address-of-the-RUCKUS-Devices-Switch-and-APs/ta-p/77863

Once we identify the IP address of the switch proceed to access remotely to the device “Command Line”

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-access-the-Command-Line-Interface-CLI-of-the-RUCKUS-ICX/ta-p/74450

If you can access the Command line should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Once you login to CLI, please enter the below commands and share the output.

Note: Hit Enter to accept each command

enable

show version

show flash

show inline power

show inline power detail

show interface brief

show lldp neighbors detail

show ip address

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) and let me know if you have any queries in this regard.

Thank you again. We appreciate your patience and understanding.

Best regards,

Re: Internet issues with Ruckus & AT&T

bbradley01 — Tue, 09 Jul 2024 20:00:21 GMT

Re: Internet issues with Ruckus & AT&T

pinky_ruckus — Tue, 09 Jul 2024 20:17:47 GMT

Hello @bbradley01 ,

Thank you for the response.

We recommend upgrading your Switch to stable version as it is currently running on old 08090d version. Regarding the Switch upgrade process, we recommend transitioning to version 08.0.95g, identified as the stable version for Lennar Home users.

To facilitate this transition, we have recently introduced an upgrade tool tailored to ensure a seamless process. Utilizing this tool is straightforward: users simply need to input the IP Address, Username, and password associated with the Switch into the software interface.

For your convenience, please find the necessary resources below:

Download the Upgrade software for Windows: Link: Upgrade Software for Windows
Access the Upgrade Software User Manual: Link: Upgrade Tool User Guide for Lennar SmartHome users

We highly value your input and would greatly appreciate your feedback on our upgrade tool. Your insights are instrumental in our ongoing efforts to enhance user experience and ensure the tool meets your needs effectively. Please take a moment to share your thoughts, suggestions, or any issues you encountered while using the tool. Your feedback is invaluable to us and will guide us in further improving the tool for all our users. Thank you for your time and contribution.

Please observe the stability of the connection after the upgrade and keep us updated.

Should you require any assistance throughout the process, please do not hesitate to reach out. Your satisfaction is our priority, and we are here to support you every step of the way.

Thank you once again for your patience and cooperation.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Internet issues with Ruckus & AT&T

bbradley01 — Tue, 09 Jul 2024 20:20:48 GMT

I am under the impression that I cannot upgrade because the T300 AP will no longer function properly within the WiFi network that it shares with the other APs. Is that correct?

Re: Internet issues with Ruckus & AT&T

pinky_ruckus — Tue, 09 Jul 2024 20:51:17 GMT

Hello @bbradley01 ,

Thank you for the response.

The upgrade should be performed on the Switch and it need not affect the AP connectivity.

Please refer to the previous post for instructions on upgrading the switch using the upgrade tool.

Kindly let us 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: Internet issues with Ruckus & AT&T

bbradley01 — Tue, 09 Jul 2024 21:42:36 GMT

OK, I have updated the switch. I will write back if the problem persists. Thank you

Re: Internet issues with Ruckus & AT&T

pinky_ruckus — Tue, 09 Jul 2024 21:48:00 GMT

Hi @bbradley01 ,

Greetings!

Thank you for your response and glad to know that you were able to upgrade the Switch

Please contact us in future for any queries or concerns regarding the same.

We take this opportunity to thank you for your cooperation. We hope the service provided to you was satisfactory and hope you will have a wonderful experience with Ruckus Lennar Support in future too.

Thank you again for your patience.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Internet issues with Ruckus & AT&T

bbradley01 — Wed, 10 Jul 2024 23:43:54 GMT

The issue is still persisting, my internet cut out again.

Re: Internet issues with Ruckus & AT&T

pinky_ruckus — Thu, 11 Jul 2024 15:27:22 GMT

Hello @bbradley01 ,

Thank you for your response.

From your description, I understand that you are still having trouble connecting to the network even after the Switch upgrade. I recommend contacting your ISP to check if there was any outage.

If you have any further questions, please let me know.

Thank you for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.