topic Re: Login failed error in RUCKUS Support for Lennar Homes

Login failed error

MF — Wed, 23 Oct 2024 23:55:28 GMT

I’m getting an error when I try to log in on the Unleashed app on my iPhone. Is there a known issue going on right now? Please advise.

Re: Login failed error

pinky_ruckus — Thu, 24 Oct 2024 13:29:29 GMT

test

Re: Login failed error

pinky_ruckus — Thu, 24 Oct 2024 13:38:11 GMT

Hello @MF ,

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 login to the Unleashed App through your iPhone.

We understand that your RUCKUS Access Points are on an older version which doesn’t let you log into the Unleashed application and manage them. We suggest you upgrade your ALL RUCKUS R510 Access Points to version 200.15.6.12.304 which is recently released.

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/ ?

If link doesn't work, identify the current IP address assigned to the switch ICX-7150-C12P by your local router. You can use an IP scanner tool to easily locate the switch's IP address on your network. Here is a guide on how to perform this using IP Scanner free applications:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-find-the-IP-Address-of-the-RUCKUS-Devices-Switch-and-APs/ta-p/77863

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

Once you login to the AP through web browser, please upgrade the AP to the recommended version.

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to upgrade the Ruckus AP to a recommended version 200.15.6.12.304

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

Once you upgrade the AP version, you may login to the Unleashed app on your iPhone.

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: Login failed error

pinky_ruckus — Tue, 29 Oct 2024 21:07:54 GMT

Hello @MF ,

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: Login failed error

MF — Tue, 29 Oct 2024 21:14:12 GMT

The error message I’m getting on the iOS app is “error… log in failed, please try again”. I am able to use those same credentials to log into the unleashed browser site. My current version on the site is 200.15.6.212.14. It says it is the most current one.

Re: Login failed error

pinky_ruckus — Tue, 29 Oct 2024 22:12:18 GMT

Hello,

Thank you for the response.

From the response you shared, I understand that you are able to login to the Unleashed browser with the same credentials and not in the app.

Also, the Unleashed is in the newer version 200.15.6.212.14 .

However, we would always suggest you to change the firmware version to 200.15.6.212.14 which is the most stable version for the Lennar Home users.

Once after the firmware version is updated, please try to login to the app and let us know if you have any queries in this regard.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Login failed error

MF — Tue, 29 Oct 2024 23:35:16 GMT

Hi,

Did you mean upgrade to 200.15.6.12.304? Is that a level higher than the one I’m currently on, 200.15.6.212.14?

Re: Login failed error

pinky_ruckus — Wed, 30 Oct 2024 14:14:33 GMT

Hello @MF ,

Thank you for the response.

Really apologize for the confusion happened in the previous post.

The version you currently are on 200.15.6.12.304 will support the Unleashed application.

I would request you to please uninstall and install the updated Unleashed application on your phone and try to login on your app.

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: Login failed error

MF — Wed, 30 Oct 2024 14:19:07 GMT

I’m still confused. The version I am on is 200.15.6.212.14.

Re: Login failed error

pinky_ruckus — Wed, 30 Oct 2024 14:57:51 GMT

Hello @MF ,

Thank you for your response.

You can continue using the same version for now. However, please uninstall the current Unleashed app and then install the latest version on your phone. After that, try logging in with your existing credentials.

If you have any questions, feel free to reach out.

We appreciate your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Login failed error

MF — Wed, 30 Oct 2024 15:56:56 GMT

Thanks. And on the app I use the same user name and password as the unleashed.ruckuswireless.com?

Re: Login failed error

pinky_ruckus — Wed, 30 Oct 2024 15:59:38 GMT

Hello @MF ,

Thank you for the response.

Yes, that is right.

You may use the same credentials as you use on the browser unleashed.ruckuswireless.com

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Login failed error

MF — Wed, 30 Oct 2024 16:11:11 GMT

I will try when I’m in the correct location and follow up if there are issues.

Re: Login failed error

pinky_ruckus — Wed, 30 Oct 2024 16:17:10 GMT

Hello @MF ,

Thank you for the update.

We will keep the case open until we hear back from you.

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Login failed error

MF — Wed, 30 Oct 2024 22:18:33 GMT

After deleting and reinstalling the app, upgrading my iPhone, the app still won’t work. I’m still getting a message of “error, login failed, please try again”. I am able to log directly into unleashed.ruckuswireless.com without issue. When I went there and clicked “upgrade”, it states that I am on the most current version, This issue happened about a year ago, a lot of people affected.

Re: Login failed error

pinky_ruckus — Thu, 31 Oct 2024 14:11:26 GMT

Hello @MF ,

Thank you for the response.

I understand that you are unable to login to the Unleashed app.

Could you please share a screenshot Unleashed version?

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

Also, please share the screenshot of the error message while you try to login to the app?

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: Login failed error

MF — Fri, 01 Nov 2024 10:50:04 GMT

Here are the screenshots.

Re: Login failed error

pinky_ruckus — Fri, 01 Nov 2024 21:52:22 GMT

Hello @MF ,

Thank you for sharing the screenshots.

We are working with our internal unleashed team and will get back to you once we hear back from them.

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Login failed error

pinky_ruckus — Tue, 05 Nov 2024 16:16:31 GMT

Hello @MF ,

Greetings!

I would request you to please reset the username and password for the Unleashed and you may login to the Unleashed browser and the mobile app.

Please follow the video as reference and perform a reset on the Unleashed User Interfaceusing the below link:

https://www.youtube.com/watch?v=sqnG8fupaLk

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

Thank you again for your patience.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Login failed error

MF — Wed, 06 Nov 2024 19:00:12 GMT

Hello,

I’ve reset the user name and password twice through the browser and I’m still getting the same error message on the mobile app.