topic Re: Burned out in RUCKUS Support for Lennar Homes

Burned out

DenisBourque — Mon, 16 Dec 2024 16:24:49 GMT

I have Ruckus R320 in a Lennar home that stopped working. I have taken it down and the socket where the cable plugs in looks burned. I tried to enter an email to Ruckus and the system says the serial number does not exist. I have checked and re-entered it three times yet the Ruckus system still rejects it. How do I get support?

Re: Burned out

Imran_ruckus — Mon, 16 Dec 2024 16:34:28 GMT

Hi @DenisBourque

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 with the RUCKUS setup.

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

Please note, this Community Forum is meant to get assistance for the technical issues with the RUCKUS Device. If you have issues with the Cables or devices other than RUCKUS, we suggest you seeking outside help or a technician.

To check some extra details and to 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.

Please help me 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: Burned out

DenisBourque — Mon, 16 Dec 2024 18:14:28 GMT

It worked before it stopped. I have another Ruckus in the house that is working fine. The internet is working fine. There were no power failures. All the lights on this one are flashing at the same time. I have images but the site will not let me upload them. It says I don't have permission. If you send an email I will respond with pictures attached.

Re: Burned out

Imran_ruckus — Mon, 16 Dec 2024 18:16:51 GMT

Hi @DenisBourque

Thank you for the response and the update.

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

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: Burned out

DenisBourque — Tue, 17 Dec 2024 00:10:09 GMT

Did you get the pictures?

Re: Burned out

Imran_ruckus — Tue, 17 Dec 2024 12:18:22 GMT

Hi @DenisBourque

Greetings!!!

Thank you for your response and the information.

Could you please help me with the other requested Pictures and the queries?

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Burned out

DenisBourque — Tue, 17 Dec 2024 12:22:46 GMT

Did you get the 4 pictures I sent?

Did you see the answers to your questions?

What else do you want to know?

Re: Burned out

Imran_ruckus — Tue, 17 Dec 2024 12:32:28 GMT

Hi @DenisBourque

Thank you for the response and the update.

I don't see the RUCKUS ICX-7150-C12P Switch showing it's cable connections and the light status. Could you please send that as well?

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Burned out

DenisBourque — Tue, 17 Dec 2024 12:35:30 GMT

I have video of the lights flashing but your system will not let me upload it.

Re: Burned out

DenisBourque — Tue, 17 Dec 2024 13:37:40 GMT

Re: Burned out

DenisBourque — Tue, 17 Dec 2024 13:38:56 GMT

Re: Burned out

Imran_ruckus — Tue, 17 Dec 2024 13:47:46 GMT

Hi @DenisBourque

Thank you for the response and the update.

As I can see from one of the pictures you shared, the LED lights on the Access Points are powering on.

Please try to factory reset the access point as described in the below guide:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Access-Points-Ruckus/td-p/47056

Please let me know how it goes.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Burned out

DenisBourque — Tue, 17 Dec 2024 13:50:35 GMT

Should I just ignore the burned part?

Re: Burned out

Imran_ruckus — Tue, 17 Dec 2024 14:00:44 GMT

Hi @DenisBourque

Thank you for the response.

Since the Access Point is operational, ignore the burned part and proceed with the factory reset.

Please let me know if you need any help during the process.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Burned out

DenisBourque — Tue, 17 Dec 2024 14:09:46 GMT

The directions do not make sense. The first step says to disconnect all the access points. The second step says it is important to leave the one acting as master connected. Which is it? Leave all connected or not? I have two Ruckus units. The other one is still operating and showing a solid green and a solid yellow light.

Re: Burned out

Imran_ruckus — Tue, 17 Dec 2024 14:30:29 GMT

Hi @DenisBourque

Thank you for the response and the update,

As you have 2 APs unplug one of them, perform factory reset on ONE connected Access Point, once completed plug the other one back to any 1 in-12 ports on the RUCKUS ICX-7150-C12P Switch.

Thank you again.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Burned out

DenisBourque — Tue, 17 Dec 2024 14:48:32 GMT

I did try the reset button and held it for 20 seconds. The power light and one yellow light were on prior to pushing the reset button. Now there are no lights. I don't think it is going to work. Whatever shorted out in the Ruckus unit also burned the connector on my house wiring.

Re: Burned out

Imran_ruckus — Tue, 17 Dec 2024 14:52:07 GMT

Hi @DenisBourque

Thank you for the response.

Apologies, as per the picture the RUCUS Access Point is operational with the normal light status.

As informed earlier, this Community Forum is meant to get assistance for the technical issues with the RUCKUS Device. If you have issues with the Cables or devices other than RUCKUS, we suggest you seeking outside help or a technician.

Please note, effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email or remote session. We will be exclusively supporting customers via this community forum support model only.

This forum is on best best-effort support basis.

However, if you continue to have difficulty following the steps, we recommend that you seek outside help or a technician.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Burned out

DenisBourque — Tue, 17 Dec 2024 14:56:32 GMT

The issues with the cable plug are as a result of the Ruckus device having a short and failing. Where do I go to get a new Ruckus and where do I go to have Ruckus pay to repair the wiring in my home that their unit damaged?

Re: Burned out

DenisBourque — Tue, 17 Dec 2024 14:59:03 GMT

Does Ruckus refuse to support their equipment that is installed in a Lennar home? I was not looking for "Community support" or to be treated like a second class citizen because I purchased a Lennar home. Will anyone at Ruckus offer any support or because it is in a Lennar home they just walk away?