topic Re: Not connecting in RUCKUS Support for Lennar Homes

Not connecting

JJ4 — Tue, 31 Dec 2024 22:00:14 GMT

My ruckus does not seem to be connecting properly to my wifi even after I have restarted the ruckus and wifi. I have two ports in my house that are doing different things but neither is properly connected. Please assist.

Re: Not connecting

Imran_ruckus — Wed, 01 Jan 2025 13:31:33 GMT

Hi @JJ4

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 your RUCKUS setup.

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.

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: Not connecting

JJ4 — Wed, 01 Jan 2025 19:52:45 GMT

Hello,

1. The Ruckus was previously operational. I am not sure why it stopped working.

2. Yes, the switch has some lights on - see attached picture.

3. Yes, the wifi is working in my home for my other devices.

4. I have two Ruckus units, one on my main floor in my ceiling and one upstairs on my ceiling. Pictures are attached. Downstairs - the first two are blinking greenSome blinkingDownstairs - the two blinking green

Re: Not connecting

Imran_ruckus — Wed, 01 Jan 2025 19:59:49 GMT

Hi @JJ4

Thank you for your response and the update.

From the Pictures I see the RUCKUS Switch and Access Points have normal light status.

Based on the picture you shared, it appears that the blue cable from your Internet Service Provider’s (ISP) router is connected to the incorrect port on the RUCKUS ICX-7150-C12P Switch. The cable should be connected to one of the 1-12 ports on the switch (please refer to the screenshots below). Kindly unplug the cable and reconnect it to the appropriate port. Afterward, please reboot the ISP router by unplugging and plugging it back into the power outlet. Once done, check your internet connection.

Please let me know how it goes, and feel free to reach out if further assistance is needed.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Not connecting

Imran_ruckus — Fri, 03 Jan 2025 12:35:38 GMT

Hi @JJ4

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Not connecting

JJ4 — Sat, 04 Jan 2025 15:42:57 GMT

I am sorry, but I do not believe this resolved the issue as all of my other smart applications claim they are not connected to the wifi, which streams through the ruckus.

What other steps need to be taken?

Re: Not connecting

Imran_ruckus — Mon, 06 Jan 2025 12:06:52 GMT

Hi @JJ4

Greetings!!!

Thank you for your recent correspondence and update.

We may need to check some configurations of your RUCKUS ICX-7150-C12P Switch to troubleshoot this issue.

To proceed with troubleshooting the issue, please follow the steps outlined below to access the Command Line Interface (CLI) and provide the necessary command outputs:

1. First, 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

2. Once you have identified the IP address of the switch, proceed to access the Command Line Interface (CLI) of the RUCKUS ICX-7150-C12P switch. Here is a guide on how to access the CLI:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-access-the-Command-Line-Interface-CLI-of-the-RUCKUS-ICX/ta-p/74450

If you can access the Command line the prompt should look like below:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

3. After successfully accessing the CLI, please execute the following commands and provide the outputs:

enable

show version

show flash

show inline power

show inline power detail

show interface brief

Please share the command outputs or screenshots if you encounter any issues or errors during these steps.

Feel free to reach out if you have any questions or require further assistance.

Thank you for your cooperation and patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: Not connecting

Imran_ruckus — Wed, 08 Jan 2025 12:52:16 GMT

Hi @JJ4

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Not connecting

JJ4 — Thu, 09 Jan 2025 00:38:02 GMT

Hello,

I finally had a chance to download the LAN Scan and see what devices are attached to my wifi. While the Ruckus did come up there is no IP address (see attached screenshot). Please advice.

Re: Not connecting

Imran_ruckus — Thu, 09 Jan 2025 12:26:59 GMT

Hi @JJ4

Greetings!!!
Thank you for the response and the update.

Could you please reboot (unplug and plug from the power outlet) and try to IP Scan once again and see if you get an IP address assigned to the RUCKUS ICX-7150-C12P Switch?

If that doesn't work, the option left is to access CLI using a console method. Please refer to the below guide for the same.

How to console the RUCKUS ICX-7150-C12P Switch:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12CP-Ruckus-Switch/td-p/46759

Please let me know how it goes.

Thank you for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Not connecting

JJ4 — Thu, 09 Jan 2025 23:55:57 GMT

Hello,

Rebooting did not work.

I have one question before we do the console option. I have two wifi networks and one seems to drop wifi quicker than others. When I ran the scan, the Ruckus did not show up on the first network, but only on the second network, the network that drops often. Is there a way to drop the Ruckus from it's current network and connect it to the first network?

Thank you,

Re: Not connecting

Imran_ruckus — Fri, 10 Jan 2025 12:03:45 GMT

Hi @JJ4

Greetings!!!

Thank you for the response and the update.

You can try to edit or create a new RUCKUS Wi-Fi network and try to check its stability.

Please take a look at the guide below.

Creating a New Wireless WLAN (SSID):

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Creating-a-New-Wireless-WLAN-SSID/td-p/47049

Video- https://www.youtube.com/watch?v=eSl_8rs1QnU

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Not connecting

JJ4 — Sat, 11 Jan 2025 18:37:45 GMT

The only problem in trying to connect to the other wifi network is that I cannot access an IP address for the Ruckus, which is the first step in wifi connection.

What do you suggest?

Re: Not connecting

Imran_ruckus — Mon, 13 Jan 2025 12:32:35 GMT

Hi @JJ4

Greetings!

Thank you for your response and the update.

Kindly ensure that you are connected to the same Wi-Fi network as the Access Points' internet connection in order to view the IP addresses of the RUCKUS devices.

Please take a moment to verify this.

We appreciate your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Not connecting

JJ4 — Mon, 13 Jan 2025 22:21:54 GMT

I am sorry. This has been very difficult to manage - I have no IP address that shows up on LanScan. Further, I cannot connect to a different wifi because there is no IP address. The only other suggestion you have given me is to console but I cannot download all those apps on my device. Is there nothing else that can be done? Can someone come out and look at it or is my smart system just down?

Re: Not connecting

Imran_ruckus — Tue, 14 Jan 2025 12:07:28 GMT

Hi @JJ4

Greetings!!!

Thank you for the response and the update.

Could you please try to IP Scan on a Windows laptop or any other device?

Additionally, please try to access the CLI using the console option.

Apologies for the inconvenience, 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.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

Please try the recommended steps and let me know how it goes. We are happy to help you.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.