topic Lost all connection in RUCKUS Support for Lennar Homes

Lost all connection

oyaylaci — Fri, 30 Aug 2024 13:36:00 GMT

I had Xfinity router connected to Lennar wifi/Ruckus, but my Ring doorbell and Schlage wasn't connected to the wifi. So as recommended, I tried to turn off 5g on my unleashed app, and not still ring and keypad are not working and I lost all connection to Ruckus. I can't even log in to Unleashed app anymore, it says IP address can't be found and I also can't connect with unleashed.ruckuswireless.com. AP has two solid green lights. How do I fix this??

Re: Lost all connection

Imran_ruckus — Fri, 30 Aug 2024 13:59:01 GMT

Hi @oyaylaci

Greetings!!!

Thank you for reaching out to the 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 issues with RUCKUS Wi-Fi via Access Points.

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. 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.

2. 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.
3. 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: Lost all connection

oyaylaci — Fri, 30 Aug 2024 14:19:24 GMT

Re: Lost all connection

oyaylaci — Fri, 30 Aug 2024 14:24:52 GMT

The first one is the main floor AP, the second one is upstairs. My Xfinity connection is working fine, but Ruckus WiFi completely disappeared. The Ruckus set up is at the garage.

Re: Lost all connection

Imran_ruckus — Fri, 30 Aug 2024 14:36:39 GMT

Hi @oyaylaci

Thank you for your response and update.

Please follow the steps outlined below:

1. Unplug the Ethernet cable of the Access Points from the RUCKUS Switch ports, then reconnect them.
2. Reboot your Internet Service Provider's (ISP) Router by unplugging it from the power outlet and then plugging it back in.
3. Once the ISP Router is up, check if the Access Points are operational and their Wi-Fi network is visible.

Please let me know if you observe any progress after completing these steps.

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Lost all connection

oyaylaci — Fri, 30 Aug 2024 14:53:33 GMT

Did all of it and still nothing. Nothing changed in terms of AP lights either.

Re: Lost all connection

Imran_ruckus — Fri, 30 Aug 2024 15:05:32 GMT

Hi @oyaylaci

Thank you for your response and update.

You may need to factory reset the Access Points, please perform a factory reset on the Access Points and reconfigure them with a new Wi-Fi Network/SSID.

You can find detailed instructions for the factory reset process in the following RUCKUS Lennar Knowledge Base article:

Factory Reset Process of the RUCKUS R510 Access Points

If you need any assistance during the process, please let me know.

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Lost all connection

oyaylaci — Fri, 30 Aug 2024 15:20:39 GMT

There is no way I'll be able to do it myself. I can't even reach the AP. I don't mind paying for a tech. Do you have any agreements with technicians that can come and fix this?

Re: Lost all connection

Imran_ruckus — Fri, 30 Aug 2024 15:48:20 GMT

Hi @oyaylaci

Thank you for your response, and I apologize for any inconvenience.

As of November 2022, RUCKUS support for Lennar Homes customers is exclusively handled through this community forum. We no longer offer support via phone, email, or remote sessions. Additionally, RUCKUS does not provide on-site technician support for Lennar Homes. Our assistance is provided on a best-effort basis through this forum.

To reset your Access Point disconnect other AP keep only ONE connected to the Switch port, please press the reset button of that ONE Access Point located on the rear side of the device and follow the article. If you encounter any difficulties with this process or if further issues arise, we recommend seeking assistance from an external technician.

Please let me know if you have any questions or need further clarification.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Lost all connection

oyaylaci — Fri, 30 Aug 2024 17:54:00 GMT

Re: Lost all connection

oyaylaci — Fri, 30 Aug 2024 17:54:25 GMT

Which one is reset? Neither is working

Re: Lost all connection

Imran_ruckus — Fri, 30 Aug 2024 17:58:06 GMT

Hi @oyaylaci

Thank you for your response.

The reset button is located on the rear side of the access point. Please see the screenshot below for reference.

To access the button, use a paper clip to unmount it. For a step-by-step guide on removing the AP from the ceiling, please refer to the video starting at 3:30 minutes:

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

If you have any further questions, please feel free to ask.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Lost all connection

oyaylaci — Fri, 30 Aug 2024 18:26:10 GMT

Not working. Couldn’t remove.

Re: Lost all connection

Imran_ruckus — Fri, 30 Aug 2024 20:37:06 GMT

Hi @oyaylaci

Thank you for your response.

Please review the video I shared in my previous post regarding the reset button and the process for unmounting the access point from the ceiling.

If you follow the steps outlined and encounter any issues, please let me know which step you are stuck on.

Thank you for your understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Lost all connection

Imran_ruckus — Mon, 02 Sep 2024 13:13:24 GMT

Hi @oyaylaci

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.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Lost all connection

Imran_ruckus — Wed, 04 Sep 2024 12:43:47 GMT

Hi @oyaylaci

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.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Lost all connection

Imran_ruckus — Fri, 06 Sep 2024 12:30:16 GMT

Hi @oyaylaci

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.

If we do not receive a response from you within 24 hours from the timestamp of this message, your case will proceed to closure.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community