topic Re: Ruckus Continues to Disconnect from Internet - Who Can Fix? in RUCKUS Support for Lennar Homes

Ruckus Continues to Disconnect from Internet - Who Can Fix?

Khball — Wed, 17 Jul 2024 21:27:14 GMT

I continually get disconnected from the internet. I want to find a knowledgeable technician to fix the problem. Amazon techs for Lennar homes are not available in my area and neither is phone support. What service company is familiar with this problem and can fix it? Thank you

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Imran_ruckus — Thu, 18 Jul 2024 12:43:26 GMT

Hi @Khball

Greetings!!!

Thank you for reaching out to RUCKUS Lennar Home Community.

We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.

Based on the information provided, it appears that you are encountering intermittent internet connectivity.

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

To better assist you, could you please provide the following information:

1. Can you confirm if your RUCKUS setup was previously operational, and if there were any power outages before the issue began?
2. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

3. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.
4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

Please upload these photos to your RUCKUS account before proceeding.

Should you have any further questions or concerns, feel free to reach out.

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Khball — Thu, 18 Jul 2024 15:16:42 GMT

INFORMATION REQUESTED IN CAPS:

1. Can you confirm if your RUCKUS setup was previously operational, and if there were any power outages before the issue began? IT WAS OPERATIONAL BEFORE APRIL 22, 2024. I TRIED TO SET UP SURROUND SOUND (SONOS) AND IT WASN'T WORKING SO CALLED RUCKUS SUPPORT AND WAS TOLD IT'S NOT SUPPORTED AND IT'S A KNOWN ISSUE WITH NO ETA TO A FIX. I TRIED TO REVERT BACK BUT NOT SURE WHAT HAPPENED.

2. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports. IT'S IN THE CEILING AND WAS INSTALLED BEFORE I MOVED IN. THE CEILINGS ARE VERY HIGH SO I CAN'T REACH IT. THE GREEN LIGHTS ARE LIT FROM LEFT TO RIGHT IN 1, 2, 4 (IS DIM), 5. 3 IS NOT LIT.

3. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC. I HAVE COMCAST AND HAVE RUN A DIAGNOSTICS AND IT'S FINE. I'VE CHECKED FOR OUTAGES AND THERE AREN'T ANY. THIS DISCONNECTION IS CONTINUOUSLY HAPPENING AND IS HAVE A NEGATIVE IMPACT ON MY AT HOME WORK EVERY DAY. I WORK WITH CLIENTS AND MY CONNECTION IS CRITICAL TO MY WORK.

4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status. SEE MY RESPONSE IN #2.

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Imran_ruckus — Thu, 18 Jul 2024 16:04:30 GMT

Hello @Khball

Thank you for your prompt response and the detailed information provided.

As per my previous message, could you please share a photo of the RUCKUS ICX-7150-C12P Switch displaying its current light status and the cable connections to its ports? For your reference, you can use the screenshot below as a guide.

Please don't hesitate to reach out if you have any questions regarding this request.

Thank you once again for your patience and cooperation.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Khball — Thu, 18 Jul 2024 16:16:48 GMT

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Imran_ruckus — Thu, 18 Jul 2024 17:23:39 GMT

Hello @Khball,

Thank you for your response.

The image you provided is of the RUCKUS Access Point. Could you please share a photo of the RUCKUS ICX-7150-C12P Switch located in the networking cabin? Please refer to the screenshot below for reference on how it looks like.

Your assistance in providing this photo would be greatly appreciated.

Thank you once again for your cooperation.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Khball — Thu, 18 Jul 2024 18:55:49 GMT

I don't know where this would be. I thought it was just the Ruckus on the ceiling. Please advise.

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Imran_ruckus — Thu, 18 Jul 2024 19:05:29 GMT

Hi @Khball

Thank you for the response.

It is the device to which the Access Point from the Ceiling is connected. I will typically be located in the Networking cabin. Please refer to the highlighted screenshot below for clarification.

Your assistance in providing this photo would be greatly appreciated.

Thank you once again for your cooperation.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Khball — Thu, 18 Jul 2024 19:48:09 GMT

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Imran_ruckus — Thu, 18 Jul 2024 20:11:03 GMT

Hello @Khball

Thank you for your response and the information provided.

Based on the light status and connections observed on the RUCKUS Devices, everything appears to be in order.

We recommend performing a factory reset on your RUCKUS R510 Access Point and configuring it with a new Wi-Fi Network/SSID.

For detailed instructions on how to perform the factory reset process, please refer to the RUCKUS Lennar Knowledge Base article available here:

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

Please note: You will need to press the reset button on any ONE of the Access Points for 15-20 seconds. If the Access Point is ceiling-mounted, you may need to temporarily unmount it to access the reset button.

If you encounter any difficulties during the factory reset process, please feel free to reach out for assistance.

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Khball — Thu, 18 Jul 2024 20:36:24 GMT

Where do I do a reset? On the one in the ceiling that I can't reach or can I do it on the one in the network cabinet?

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Imran_ruckus — Thu, 18 Jul 2024 20:42:00 GMT

Hi @Khball

Thank you for the response.

You need to press the reset button of the Access Point (AP) on the Ceiling. reset button will be situated at rear side of the AP.

For more information on the process, please refer to the article shared in my previous post.

Please refer to the below video from 3:30 Minutes to learn how to get the AP off the ceiling.

https://www.youtube.com/watch?v=vFD_ByQWGH0&t=42s

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Khball — Thu, 18 Jul 2024 20:42:34 GMT

I don't understand how to do this. Using the 2 pictures I sent to you can you please clearly indicate what I should be doing ie unplugging, etc? And, anyway not to have to access the Ruckus in the ceiling. I don't have a ladder that tall to reach it so I need another way to do it if the device needs something done to it.

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Imran_ruckus — Thu, 18 Jul 2024 20:44:33 GMT

Hi @Khball

Thank you for the response.

You need to press the reset button of the Access Point (AP) on the Ceiling. reset button will be situated at rear side of the AP.

For more information on the process, please refer to the article shared in my previous post.

Please refer to the below video from 3:30 Minutes to learn how to get the AP off the ceiling.

https://www.youtube.com/watch?v=vFD_ByQWGH0&t=42s

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Imran_ruckus — Thu, 18 Jul 2024 20:46:56 GMT

Hi @Khball

Please see below are the RUCKUS device details.

RUCKUS ICX-7150-C12P Switch: (1 to 12 in the middle are the Switch ports)

RUCKUS R510 Access Point (AP):

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

Thank you for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Khball — Thu, 18 Jul 2024 21:16:37 GMT

Is there a soft reset that does not require gaining access to the ceiling? I do not have a ladder and I am physically unable to climb a tall ladder. I need solution options to a fix.

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Khball — Thu, 18 Jul 2024 21:17:35 GMT

Also, I don't know what this means "configuring it with a new Wi-Fi Network/SSID"

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Khball — Thu, 18 Jul 2024 21:24:29 GMT

I need someone who can do this for me. Please provide a list of providers in my area 34113.

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Khball — Thu, 18 Jul 2024 22:16:54 GMT

I've called a Tech Help company who does home visits. They are asking for a login to the Ruckus system to see the configuration. What is this?

Re: Ruckus Continues to Disconnect from Internet - Who Can Fix?

Imran_ruckus — Fri, 19 Jul 2024 12:19:57 GMT

Hi @Khball

I hope this message finds you well.

Thank you for your recent response and update.

Apologies for the inconvenience, 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.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

The credentials in question may pertain to the login details for the RUCKUS ICX-7150-C12P Switch and R510 Unleashed system. If you are unsure about the username and password, please refer and try the following guide for the default login credentials:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Admin-usernames-and-passwords-for-the-Ruckus-Wi-Fi-Access-Points/td-p/46740

Please feel free to reach out if you have any further questions or require additional assistance.

Thank you for your patience and cooperation.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community