topic Re: Can't Use Mobile App - Access Point Not receiving PoE in RUCKUS Support for Lennar Homes

Can't Use Mobile App - Access Point Not receiving PoE

Abrams6098 — Fri, 27 Sep 2024 02:16:53 GMT

Hello, I have two issues:

1. I cannot use the mobile app. I used it successfully to configure the ruckus network, but then it kicked me out and says I'm not connected to an Unleashed network. I have the latest version of the iOS app and my OS is also up to date. I do not want to start from square 1 and restore everything to factory settings again to give it another go. How else can I manage my Ruckus network?

2. One of the access points is not receiving PoE. I've taken it off the ceiling mount and directly wired it to the switch and it does receive power at that point, but not via the cable that is stretching the entire length of the house inside the walls. I've unplugged and replugged all the cables in the switch and the AP many times to no avail.

Re: Can't Use Mobile App - Access Point Not receiving PoE

pinky_ruckus — Fri, 27 Sep 2024 14:20:20 GMT

Hello @Abrams6098 ,

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 could understand that you are unable to use the Unleashed App.

Could you please log in to your Unleashed system on a LAPTOP WEB BROWSER using the Master AP IP Address OR https://unleashed.ruckuswireless.com/ ?

Please make sure you are connected to the RUCKUS Wi-Fi Network to access the same.

If you can’t access using the above link and don’t know the IP Address of the Access Points. Please refer to the below guide to find the IP Address of the Access Point to get the requested information.

How to find my Ruckus “Devices IP address” using free applications:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Device...

You should see the below-Unleashed dashboard after finding the IP Address of the AP. Try to log in

Please check the current version of your Unleashed Access Points and share a screenshot of the same.

Please refer to the below screenshot for more information on how to know your Unleashed Access Points version details.

In regards to the second issue regarding the PoE ; I would suggest you to please change the wall cables connecting from the Switch to the AP as the issue is with the wall cables. You mentioned that the AP is working fine when connecting directly to the Switch. Please change the cables and try connecting it to the Switch.

Please help us with the above requested information and let us know if you have any queries in this regard.

Thank you again for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Can't Use Mobile App - Access Point Not receiving PoE

Abrams6098 — Fri, 27 Sep 2024 23:58:22 GMT

Thank you for your reply! Yes I was able to login using the URL you provided - thank you! This is what I see when looking at the access point details:

I've ordered a new Cat 6A ethernet cable (50ft) to try and replace the existing cable to power the third AP.

Re: Can't Use Mobile App - Access Point Not receiving PoE

pinky_ruckus — Mon, 30 Sep 2024 15:34:37 GMT

Hello @Abrams6098 ,

Greetings!

Thank you for sharing the response.

From the response you shared, we suggest you to upgrade your ALL RUCKUS Access Points to version 200.15.6.12.304 which is recently released.

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to upgrade the Ruckus AP to a recommended version

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Upgrade-process-of-the-RUCKUS-Unleashed-R510-Access-Points-to-a/ta-p/75029

Please check 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: Can't Use Mobile App - Access Point Not receiving PoE

Abrams6098 — Tue, 01 Oct 2024 04:58:31 GMT

The firmware version you mentioned is not an option on this drop-down list - there are several options, going up to 200.7.10.202.145. Should I choose that one?

Re: Can't Use Mobile App - Access Point Not receiving PoE

pinky_ruckus — Tue, 01 Oct 2024 14:35:41 GMT

Hello @Abrams6098 ,

Thank you for the response.

From the response you shared, I see that you are getting different options rather than the recommended version 200.15.6.12.304 for the version upgrade of your AP.

Kindly go with the recommended version through the local upgrade option and you will be able to upgrade the version to the recommended version.

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

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Can't Use Mobile App - Access Point Not receiving PoE

pinky_ruckus — Tue, 01 Oct 2024 17:46:19 GMT

Hello @Abrams6098 ,

Hope you are doing well.

I would suggest you to please chose the option "Local upgrade" from the options as shown in the below picture:

You may use the below link to download the firmware to upgrade the version:

https://support.ruckuswireless.com/software/3927-ruckus-unleashed-ap-200-15-ga-software-for-r510

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

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Can't Use Mobile App - Access Point Not receiving PoE

pinky_ruckus — Thu, 03 Oct 2024 13:10:13 GMT

Hello @Abrams6098 ,

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: Can't Use Mobile App - Access Point Not receiving PoE

Abrams6098 — Thu, 03 Oct 2024 19:30:16 GMT

Hello - I completed the local upgrade using the file you provided. Unfortunately my network is now down after the reboot and I don't know how to get it back up, very frustrating. I am no longer able to access unleashed.ruckuwireless.com at all. I have 3 APs - #1 was the Master before the reboot, now it looks like #2 is the Master (the CTL light is solid green). The two member APs have had a fast-flashing CTL light for the last two hours. What do I do from here?

I wish I had not done this firmware upgrade, after EIGHT hours of working on this insanely non-user friendly system, I got it working and now it feels like I'm back at square 1

Re: Can't Use Mobile App - Access Point Not receiving PoE

Abrams6098 — Thu, 03 Oct 2024 19:36:30 GMT

I was able to find an IP of one of the AP via the admin dashboard of my TP Link router and was able to get to this screen but I am afraid of doing anything more - should I fill this out with the same network details I've been using and click OK?

Re: Can't Use Mobile App - Access Point Not receiving PoE

pinky_ruckus — Thu, 03 Oct 2024 20:18:54 GMT

Hello @Abrams6098 ,

Thank you for the response.

I would request you to please use the new details to fill out the fields as mentioned in the below screenshot:

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

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Can't Use Mobile App - Access Point Not receiving PoE

Abrams6098 — Thu, 03 Oct 2024 20:35:10 GMT

Do I need to choose a different WiFi name and password, and a different username and password than I was using previously? Or can I just re-enter what I was using before?

Re: Can't Use Mobile App - Access Point Not receiving PoE

pinky_ruckus — Thu, 03 Oct 2024 20:43:36 GMT

Hello @Abrams6098

Thank you for the response.

You may choose any username or password for the Wi-Fi. You just need to connect the devices once again to the new network.

Please inform us if you need any further help.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Can't Use Mobile App - Access Point Not receiving PoE

Abrams6098 — Thu, 03 Oct 2024 23:34:25 GMT

that has resolved my issue, that should be all i need, thank you!!

Re: Can't Use Mobile App - Access Point Not receiving PoE

pinky_ruckus — Fri, 04 Oct 2024 13:09:08 GMT

Hello @Abrams6098 ,

Greetings!

Thank you for sharing the response.

We are glad to know that you were able to reset and create a new Wi-fi network and is resolved now.

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

NOTE: Please feel free to mark the post as ACCEPTED SOLUTIONS.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.