topic Re: Help with factory reset in RUCKUS Support for Lennar Homes

Help with factory reset

Dawnmadd — Tue, 15 Oct 2024 16:18:59 GMT

Hi after factory reset of switch & AP (2) cannot set up, get only so far in app. Is there anyone to call to help walk me through, I must be missing something. Honestly ready to rip it all out.

Re: Help with factory reset

Imran_ruckus — Wed, 16 Oct 2024 12:17:23 GMT

Hi @Dawnmadd

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 after the RUCKUS device factory reset process.

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 log into your RUCKUS Account before uploading these photos/screenshots.

Help with ALL the above queries and 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: Help with factory reset

Dawnmadd — Wed, 23 Oct 2024 11:48:40 GMT

Hello,

I found this process onerous and have moved on with another system. Too bad as I would have preferred to purchase updated equipment from your company since this was all hardwired in the home.
Best,

Dawn Maddox

Re: Help with factory reset

Imran_ruckus — Wed, 23 Oct 2024 12:16:08 GMT

Hi @Dawnmadd

Thank you for the response and the information.

Help us with the requested information to check and assist accordingly, without any information we cannot assist you. If there is any issue we can help you with replacement as well.

Thank you once again for your understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.