topic Re: Slow Wifi - Lennar in RUCKUS Support for Lennar Homes

Slow Wifi - Lennar

tomsanderson9 — Tue, 22 Nov 2022 19:28:22 GMT

We have been dealing with slow wifi and determined that the ruckus unleashed R510 series routers are the issue. I tried to reset the system multiple times but the wifi is still not working properly. I would appreciate it if someone could reach out to me.

Re: Slow Wifi - Lennar

Vásquez_Fer — Fri, 25 Nov 2022 12:24:12 GMT

Hi @tomsanderson9

Hope you are doing well

If there was a power outage most possible that switch start running the wrong code for that reason there are many symptoms

Smart devices like Amazon's Alexa not working as intended.
Unleashed dashboard sometimes not showing as "Connected" on the Internet tab.
Websites not loading.
Several connectivity issues.

An identifier of this problem is that it comes out as Switch-Router in the unleashed dashboard.

There we are going to see 2 important things the

MAC address: Physical address of the device this never changes

The IP address : is a logical address assigned by your local router to the device (this can change and may not be the same as the one shown on the dashboard)

1- To fix this issue, we must identify the IP address of the switch 'currently'

-We can try the IP address that shows in the dashboard copy and paste it in the URL if that redirects you to the login page for the ICX-7150-C12P that is the correct one if not I will leave you a guide how to perform a IP scanner on your local network to identify the switch IP address.

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-Devices-IP-address-using-free-applications/td-p/47027

2-Once we identified the IP address of the switch proceed to access remote to the device 'command Line'

How to remotely access to 'ICX 7150-12P' or 'access points' "Network devices"

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

3-Here is a quick guide to understand how to fix the 'routing code issue' but basically you need only need to run the following commands once you are on the command line 'CLI'

Note: Hit Enter to accept each command

enable

copy flash flash secondary

boot system flash secondary yes

example:

ICX7150-24P Router>enable (hit enter to accept the command)
ICX7150-24P Router#copy flash flash secondary (hit enter to accept the command and wait : until the flash finished )
ICX7150-24P Router#boot system flash secondary yes ( hit enter to accept the command : the switch will reboot )

How to Fix Routing code issues on Lennar Home users

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issues-on-Lennar-Home-users/td-p/47305

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-solve-the-routing-code-issue-in-your-ICX7150-Switch/td-p/47335

4-If the access via IP address is not possible here is a guide how to access using a console cable ( usb to usb type C )

How to console in the ICX-7150-C12P

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12c-using-a-Windows-Machine/td-p/46759

Once you are log in the ICX-7150-C12P please follow up the same steps that are on point '3'

Best Regards

Fernando Vasquez

Re: Slow Wifi - Lennar

tomsanderson9 — Tue, 22 Nov 2022 20:12:24 GMT

Is it possible to discuss this issue over the phone?

Re: Slow Wifi - Lennar

Vásquez_Fer — Tue, 22 Nov 2022 20:16:05 GMT

Hi @tomsanderson9

All the support is via this support site please feel free to explain the issue or what do you think it can be.

Best Regards

Fernando Vasquez

Re: Slow Wifi - Lennar

tomsanderson9 — Tue, 22 Nov 2022 20:17:42 GMT

I do not have the technical expertise to fix this issue. I would like to speak to someone regarding this issue or have someone come out to my home.

Re: Slow Wifi - Lennar

Vásquez_Fer — Tue, 22 Nov 2022 20:19:19 GMT

Hi @tomsanderson9

Please feel free to contact your builder maybe they can arrange an onsite guy at your home

Best Regards

Fernando Vasquez

Re: Slow Wifi - Lennar

tomsanderson9 — Thu, 24 Nov 2022 21:06:03 GMT

I had a technician come to my home and run diagnostics on your equipment. The technician determined that all of the hardware needs to be replaced. I reached out to ruckus as well and they stated that we need your approval to move forward with replacement parts.

Re: Slow Wifi - Lennar

Yarenis — Thu, 24 Nov 2022 21:17:16 GMT

Hi @tomsanderson9

We cannot replace the devices based on your technician's resolution without a test of the diagnostic he ran that results confirming that there are no troubleshooting options to fix the problem, your problem according to your description has a solution, you can share the diagnostic that the technician ran, when he got access either by WEB GUI or CLI access and share what he did.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Slow Wifi - Lennar

tomsanderson9 — Thu, 24 Nov 2022 21:21:27 GMT

I would like a representative from you company to reach out to me. The device has a lifetime hardware warranty which means you must replace the device at the request of the customer. I have not had wifi for 4 days now and I am not happy with your customer service.

Re: Slow Wifi - Lennar

Yarenis — Thu, 24 Nov 2022 21:34:52 GMT

Hi @tomsanderson9

I work for the company, this is the reason I am responding on the Forum, I am not a customer, I cannot approve a replacement, if there is a solution to fix your issue.
Yes, you have a lifetime hardware warranty, however the hardware is no damaged neither the software, will be matter to boot the Switch with the correct partition.

Warranty policy guidelines:

https://support.ruckuswireless.com/articles/000001652#:~:text=1)%20SmartZone%20physical%20controllers%20have,have%20a%20limited%20lifetime%20warranty.

https://support.ruckuswireless.com/articles/000001322#:~:text=Ruckus%20will%20continue%20to%20sell,months%20after%20End%20of%20Sale.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Slow Wifi - Lennar

tomsanderson9 — Thu, 24 Nov 2022 21:37:10 GMT

I understand but you guys are making this very difficult. The verizon router is working fine. The switch is not passing through the internet at all. Therefore, the switch needs to be replaced.

Re: Slow Wifi - Lennar

tomsanderson9 — Thu, 24 Nov 2022 21:41:26 GMT

I understand but you guys have made this process very difficult. The verizon router is working fine. The issue exist with your switch which is not passing the internet through at all. Therefore, the switch needs to be replaced.

Re: Slow Wifi - Lennar

Yarenis — Thu, 24 Nov 2022 21:51:36 GMT

Hi @tomsanderson9

I know, those are the Symptoms: Websites not loading,
Devices getting disconnected or having problems working as intended, Network dropping at random points in time,
Smart devices not being able to connect to the internet,
Unleashed dashboard sometimes appears as “Disconnected” on the Internet tab, This can happen after a power outage, causing that your Switch start booting from the incorrect partition, and there is a way to fix it we have provided 3 Guides, two of them are for CLI(command line interface) and the other for WEB GUI which It's the less difficult to access.

Note: the technician who visited your house should have been able to follow it without any issue; however, they are made in such a way that a non-technical person can follow them.

How to Fix Routing code issues on Lennar Home users via Web GUI.

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issues-on-Lennar-Home-users-via-Web-GUI/td-p/47959

How to Fix Routing code issues on Lennar Home users via CLI

Guide#1:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issues-on-Lennar-Home-users/td-p/47305

Guide#2:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-solve-the-routing-code-issue-in-your-ICX7150-Switch/td-p/47335

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Slow Wifi - Lennar

tomsanderson9 — Thu, 24 Nov 2022 22:05:58 GMT

There was no power outage that resulted in any of the issues you are describing to me. I paid a professional technician to test the network. The switch ports c1 and c2 are having connectivity issues and dropping the internet connection that is received from the verizon fios router. This is commonly known as a flapping issue with the port.

Re: Slow Wifi - Lennar

Yarenis — Thu, 24 Nov 2022 22:33:08 GMT

Hi @tomsanderson9

Ok, take in consideration that you can connect your Verizon fios router to any Ethernet data port as described in the picture below, now as you mentioned your technician has tested ports C1 and C2, so if he determined that those two ports are the only ones affected why didn't he move the connection to the other 12 available ports to fix your issue? I know your issue is not hardware related, however, if that is the case, please ask your technician to provide the diagnostics he ran from the switch, we have diagnostic commands for the cables and ports that I will provide in case your technician does not know, so you can share these diagnostic results, now if he did not gain access to the switch, not sure what kind of diagnostic he ran.

Note: these are the many ways to access the Switch.

How to Access an ICX Switch remotely via SSH or Telnet, using a Windows computer

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Access-an-ICX-Switch-remotely-via-SSH-or-Telnet-using-a/td-p/46760

How to console in the ICX-7150-12CP 'Ruckus Switch'

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12c-using-a-Windows-Machine/td-p/46759

RUCKUS ICX 7150 USB TYPE C CONSOLE (tutorial video for ICX)

https://www.youtube.com/watch?v=YXR4xhkw3q8

(Tutorial for MAC)

https://www.youtube.com/watch?v=1AcJokMm78U

Diagnostics commands:

Cable diagnostic:

clear cable-diagnostics tdr x/x/x

phy cable-diag tdr x/x/x

show cable-diagnostics tdr x/x/x

Checking the flash:

show flash

Checking the version:

show version

Checking the neighbors:

show lldp neighbor

Checking the power status:

show poe

show inline power

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Slow Wifi - Lennar

tomsanderson9 — Thu, 24 Nov 2022 22:37:57 GMT

The other ports are working; however, as seen in the figure you provided the slot 5 ports are where the router must connect for the house to receive data. The other ports are used for the access points in slot 4. The router is plugged into either c1 or c2. Therefore, there is a hardware issue.

Re: Slow Wifi - Lennar

Yarenis — Thu, 24 Nov 2022 22:56:34 GMT

Hi @tomsanderson9

The 12 ports works for data and provide power however the C 1 and C2 just for data, now temporary while you wait for your technician that will provide the diagnostic results requested, so we can confirm that the ports C1 and C2 are damage, you can connect your router to one of the 12 ports and gain internet access back.

Note: the previous command requested must be gathered while the FIOS router is connected to the possible damaged ports (C1 and C2). And like your internet must be back, your technician can gather all that information remotely, if he knows what he is doing.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Slow Wifi - Lennar

tomsanderson9 — Thu, 24 Nov 2022 23:14:38 GMT

I think I misspoke earlier when I explained the hardware issue. The technician moved the port from C1 to C2 and the internet started working throughout the house again. We are confident that one of the ports is not functioning properly. How do we validate that there is an issue with that port so we can get a replacement?

Re: Slow Wifi - Lennar

Yarenis — Thu, 24 Nov 2022 23:53:13 GMT

Hi @tomsanderson9

Sure, you can connect the Switch to the port that is not working, and run the commands I have provided, actually I will add the list, so we can see the issue, also if the port is not responding it will not provide any light when the router or any other device is connected, during the diagnostic you must have the router or any other device connected to the damaged port.

Note: like your Switch is now online, you can also connect a computer, and provide the Switch behavior with the commands and a picture of the port LED light status.

show run

show log

show lldp neigbors

show poe

For the port with problem, for example if is the #1 the X will change to 1/1/1

clear cable-diagnostics tdr x/x/x

phy cable-diag tdr x/x/x

show cable-diagnostics tdr x/x/x

clear cable-diagnostics tdr 1/1/1

phy cable-diag tdr 1/1/1

show cable-diagnostics tdr 1/1/1

This is an example how to read the ports, however the same Switch explain it.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired