topic Re: Access Points rebooted - No internet connection in RUCKUS Support for Lennar Homes

Access Points rebooted - No internet connection

kbigle — Fri, 30 Aug 2024 15:01:32 GMT

We have 4 access points. All of them had no lights lit. We disconnected the power, turned everything back on and reset them. They are now all lit up. When devices connect through them, there is no internet connection. please help!

Re: Access Points rebooted - No internet connection

Imran_ruckus — Fri, 30 Aug 2024 15:07:54 GMT

Hi @kbigle

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 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. 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. Please let us know the status of the lights on the ALL 4 access points. 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: Access Points rebooted - No internet connection

Imran_ruckus — Mon, 02 Sep 2024 13:14:20 GMT

Hi @kbigle

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: Access Points rebooted - No internet connection

Imran_ruckus — Wed, 04 Sep 2024 12:44:27 GMT

Hi @kbigle

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: Access Points rebooted - No internet connection

kbigle — Wed, 04 Sep 2024 13:54:17 GMT

I have not received a reply. The issue remains.

Re: Access Points rebooted - No internet connection

Imran_ruckus — Wed, 04 Sep 2024 14:04:51 GMT

Hi @kbigle

Thank you for the response.

Please refer to my initial response and help with the queries.

Refer to your post link:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Access-Points-rebooted-No-internet-connection/m-p/96360#M21700

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Access Points rebooted - No internet connection

kbigle — Wed, 04 Sep 2024 23:51:38 GMT

Yes, the system was previously operational. We unplugged the power to it and reset the main connection. Power came back to all 4 units. The first 2 lights are orange and the last light is green. The Lennar wifi is showing on our devices as available to connect to, but when we select it, we are not getting internet access. We are able to connect to wifi through Verizon Fios and that is working, but the signal does not carry to the 3rd and 4th floor of our house with that.

Re: Access Points rebooted - No internet connection

Imran_ruckus — Thu, 05 Sep 2024 12:13:30 GMT

Hi @kbigle

I hope this message finds you well.

Thank you for your prompt response and the information provided.

As previously requested, could you please send the full pictures (Light status and cable connections) of the RUCKUS ICX-7150-C12P Switch and the RUCKUS Access Points at your earliest convenience?

Thank you once again for your assistance.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Access Points rebooted - No internet connection

Imran_ruckus — Fri, 06 Sep 2024 12:32:19 GMT

Hi @kbigle

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. Please share the requested pictures.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Access Points rebooted - No internet connection

kbigle — Sat, 07 Sep 2024 22:23:24 GMT

https://share.icloud.com/photos/026gsGnjauYP3bDsp5zu6R70A

Re: Access Points rebooted - No internet connection

Imran_ruckus — Mon, 09 Sep 2024 12:21:35 GMT

Hi @kbigle

Greetings!!!

Thank you for the response and the information.

As you have not uploaded a Picture of the RUCKUS ICX-7150-C12P Switch, please provide a photo showing the full switch panel with cable connections to the switch ports. (Refer to the below screenshot)

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Access Points rebooted - No internet connection

kbigle — Mon, 09 Sep 2024 14:58:18 GMT

https://share.icloud.com/photos/02btmCC6TO6b-Dlk71AIXkw9A

Re: Access Points rebooted - No internet connection

Imran_ruckus — Mon, 09 Sep 2024 15:32:37 GMT

Hi @kbigle

Thank you for your response and the update.

Based on the current connections and the light status of your RUCKUS ICX-7150-C12P Switch and Access Points, everything appears to be functioning normally.

However, I recommend rebooting (unplug and plug into the power outlet) your ISP (Internet Service Provider) router to see if this resolves the connectivity issues. For detailed instructions on how to address connectivity problems, please refer to the following RUCKUS Lennar Knowledge Base article:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/RUCKUS-Lennar-Home-devices-Connectivity-Setup-and-Configuration/ta-p/96170

Additionally, please confirm if you are experiencing any of the following symptoms when connected to the Access Point's Wi-Fi network:

- Slow or intermittent internet connection via RUCKUS devices
- Websites failing to load
- Devices disconnecting or experiencing connectivity issues
- Internet connection dropping randomly
- Smart devices unable to connect to the internet
- RUCKUS ICX-7150-C12P Switch showing a ‘Disconnected’ or ‘Connecting’ state in the Unleashed system.

Please let me know if you have any questions or if further assistance is needed.

Thank you once again for your patience.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Access Points rebooted - No internet connection

kbigle — Mon, 09 Sep 2024 15:41:41 GMT

Thank you. We have rebooted and unplugged all connections and reconnected them. Devices are recognizing the Lennar wifi signal . When we connect to wifi through that connection devices will show all bars for the connection, but we are getting “no internet connection” messages. We are not having connection problem when we connect devices through our fios option, but that option does not carry a signal through the entire house. Could there be an issue with the access points themselves and are they under a warranty.

Re: Access Points rebooted - No internet connection

Imran_ruckus — Mon, 09 Sep 2024 15:57:51 GMT

Hi @kbigle

Thank you for your response and the update.

I apologize for any confusion. As mentioned, based on the current connections and the light status of your RUCKUS ICX-7150-C12P Switch and Access Points, everything appears to be functioning normally.

I recommend checking the Ethernet cable connecting your ISP Router to the RUCKUS ICX-7150-C12P Switch. Consider replacing the cable with a different one to rule out any potential issues. Make sure the ethernet cable is connected to one of the LAN ports on the Router to any 1 in-12 ports on the RUCKUS Switch. (Refer to the below screenshot for the same)

If the problem persists, you may need to perform a factory reset on the Access Points and reconfigure them with a new Wi-Fi Network/SSID. For detailed instructions on the factory reset process, please refer to the following RUCKUS Lennar Knowledge Base article:

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

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

Thank you once again for your patience.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Access Points rebooted - No internet connection

Imran_ruckus — Wed, 11 Sep 2024 12:46:50 GMT

Hi @kbigle

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: Access Points rebooted - No internet connection

Imran_ruckus — Fri, 13 Sep 2024 13:09:13 GMT

Hi @kbigle

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: Access Points rebooted - No internet connection

Imran_ruckus — Mon, 16 Sep 2024 12:52:00 GMT

Hi @kbigle

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