topic Re: R320 is working too slow in RUCKUS Support for Lennar Homes

R320 is working too slow

daem83 — Wed, 16 Nov 2022 18:28:40 GMT

Ruckus R320 is working too slow. Since couple days ago is showing the light 2.4G in orange and sometimes no light 2.4G is showed. Yesterday, I did the reset but the trouble still on.

Re: R320 is working too slow

Yarenis — Wed, 16 Nov 2022 18:44:17 GMT

Hi @daem83

You will need to gather the diagnostic logs for the AP affected, so we can check the potential issue with the 2.4 radio, let me add the steps.

1:gather general logs from unleashed dashboard:

Admin & Services > Administration > Diagnostics > Logs > save system logs.

Saving System Logs to Your Computer:

https://docs.commscope.com/bundle/unleashed-200.12-onlinehelp/page/GUID-0DA6A5D3-DC7C-4A2F-87D7-F24F9AF1D08D.html

2:Gather AP logs:

Access Points >choose the AP with issues>Show AP Info>Support Logs

AP logs

https://docs.commscope.com/bundle/unleashed-200.12-onlinehelp/page/GUID-72E4946B-AC40-4C02-951F-993A68BF645E.html

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: R320 is working too slow

daem83 — Thu, 17 Nov 2022 21:31:28 GMT

Hi, thanks for your reply. How I gather general logs? I need make log in where? Is my first time reporting a problem with ruckus

Re: R320 is working too slow

Yarenis — Thu, 17 Nov 2022 21:41:48 GMT

Hi @daem83

Before gather the logs, can you confirm if the slow connectivity is with all the access points?

And can gather the logs, and share it here.

1:gather general logs from unleashed dashboard:

Access Points > choose the AP with issues>Show AP Info>Support Logs

Online guide:

https://docs.commscope.com/bundle/unleashed-200.12-onlinehelp/page/GUID-72E4946B-AC40-4C02-951F-993A68BF645E.html

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: R320 is working too slow

daem83 — Thu, 17 Nov 2022 21:44:51 GMT

Hi. Slow connectivity is only at the bottom floor. I have 2 points in my home.

Re: R320 is working too slow

Yarenis — Thu, 17 Nov 2022 21:56:11 GMT

Hi @daem83

Ok, so gather the logs and share to me please?

Note: you need to be connected to the Unleashed Wi-Fi and visit(Unleashed link: unleashed.ruckuswireless.com), if you don't know your password test the next bundle:

Username: Passwords:

admin sp-admin

Lennar

lennar

ruckus

Ruckus!

Ruckus1

admin

password

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: R320 is working too slow

daem83 — Fri, 18 Nov 2022 05:13:45 GMT

Hi, I have the AP logs but how share you a txt file?

Re: R320 is working too slow

Yarenis — Fri, 18 Nov 2022 16:32:28 GMT

Hi @daem83

When you hit reply, you should have the next option to attach the file:

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: R320 is working too slow

daem83 — Fri, 18 Nov 2022 16:52:36 GMT

https://drive.google.com/file/d/17kRgiXDrf0X7moJItB1Vt1kKm7L6qQeK/view?usp=sharing

You can see file shared by drive, See link above

Re: R320 is working too slow

Yarenis — Fri, 18 Nov 2022 17:34:19 GMT

Hi @daem83

Thank you for the logs provided, based on your troubleshooting you have done, this unit must be RMA (return merchandise authorization) means replace it.
Note: The logs displayed the radio's constant disconnections.

Feel free to contact us via chat, comment you already have a post, copy the link from the post and paste it into the chat to start unit replacement.

https://support.ruckuswireless.com/contact-us

Note: Please feel free to mark the post as ACCEPTED SOLUTIONS

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: R320 is working too slow

daem83 — Tue, 29 Nov 2022 03:41:38 GMT

Hi. The RMS has started but I must to pay the return label?

Re: R320 is working too slow

Vásquez_Fer — Tue, 29 Nov 2022 12:43:59 GMT

Hi @daem83

I have contacted the team in charge of this 'basically you pay shipping on the faulty unit and we cover shipping with the replacement or repair unit for you'

Best Regards

Fernando Vasquez