topic R510 Access Point Dead in RUCKUS Support for Lennar Homes

R510 Access Point Dead

seanadam — Wed, 02 Apr 2025 02:22:55 GMT

My access point was whirring all weekend. It has a red dot, and is showing offline in the app.

We paid an IT person (a lot) to take it off our ceiling. He confirmed it is dead. It is supposed to be under warranty.

I'm trying for the 7th time to make this post. I've been hung up on by Ruckus support multiple times. Very concerning.

Please help and let me know what I need to do to process my warranty.

Respectfully,

Re: R510 Access Point Dead

Imran_ruckus — Wed, 02 Apr 2025 12:52:28 GMT

Hi @seanadam

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 your RUCKUS Access Point is not working with a Red LED.

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

Could you please let me know if you tried to reset this Access Point using a paper clip?

If not, please try it once following the below RUCKUS Lennar Knowledge Base self-help article.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Factory-reset-process-of-the-RUCKUS-R510-Access-Points-for/ta-p/73964

Please let me know how it goes.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: R510 Access Point Dead

seanadam — Fri, 04 Apr 2025 02:32:46 GMT

Imran,

I'm going to try to keep this cordial and professional.

I must impress upon you that I've already paid an IT person to bring a full size ladder into my home to pull the broken AP down from my vaulted ceilings that was whirring all weekend long and confirm it is dead.

I'm trying SO hard to play ball to do what is necessary to fulfill the necessary obligations in order for Ruckus to stand by their warranty commitment on their product.

I grabbed a paper clip, the bad AP, and was ready to go. Like you, I work for a living. Unlike you, this is not my area of expertise, and not what I want to be doing on a Thursday evening.

I then read the instructions you provided and learn that I am expected to take down the other two APs, which are also located on two separate vaulted ceilings thus I would need to pay someone once more to bring a ladder back into my home to remove them, and then pay them again to return to put them back after Ruckus agrees that my broken AP is indeed broken. I will then need to go into the app and perform actions that are simply above my head, therefore, I will also need to hire an IT person (again) to verify (again) that my AP is not functioning. Mind you once I finally do get a new AP, I will once more need to pay them to come back and install the AP.

As you can sermise, it would be more cost efficient for me to buy a brand new AP. And that is not fair.

Can you kindly provide me with a reasonable alternative to spending hundreds of more dollars and devote multiple more hours in an effort for Ruckus to verify their product has in fact malfunctioned. Your current proposal is not tenable.

Respectfully,

Re: R510 Access Point Dead

Imran_ruckus — Fri, 04 Apr 2025 12:33:30 GMT

Hi @seanadam

Greetings, and thank you for your response.

Please note that there is no need to remove the other two Access Points from the ceiling you mentioned.

Kindly try resetting the defective AP using a paperclip by pressing and holding the reset button. If you’ve already attempted this, please share the following details with us so we can take it forward:

We kindly request that you connect your RUCKUS R510 Access Point (AP) to a functional power outlet and share both pictures and a video showcasing the light status, the cord connected to the AP, and its connection to a working power outlet with a 12 VDC external power adapter. Usually, you will find the 12 VDC adapter connected to your ISP’s (Internet Service Provider’s) Router/Modem-Router combo device. Please refer to the example pictures provided below for guidance.

For the video upload, we have created a designated link for your convenience. You can access it via the following link: (Refer to the EXAMPLE VIDEOS from this drive link)

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

If you have any questions or need further clarification, please don't hesitate to reach out.

Thank you once again for your patience and cooperation.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community.

Re: R510 Access Point Dead

seanadam — Fri, 04 Apr 2025 19:27:58 GMT

While this is indeed easier. My AP doesn't have 12 VDC power adapter.

Apparently it was powering from the yellow network cord in the ceiling.

In any case. I'm happy to try and paperclip the AP and power it from the yellow cable hanging from my ceiling and give you the results this evening.

Re: R510 Access Point Dead

Imran_ruckus — Fri, 04 Apr 2025 20:36:28 GMT

Hi @seanadam

Thank you for your response and the update.

Typically, the 12 VDC power adapter will be connected to your Internet Service Provider’s (ISP’s) router or modem-router combo device. You may check with the same adapter and send us the details requested in my previous post.

I truly appreciate your understanding and patience as we work through this.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: R510 Access Point Dead

seanadam — Sun, 06 Apr 2025 00:06:46 GMT

Good evening Imran,

I've uploaded both a photo and video as requested.

We were able to power the AP using the yellow cable from the ceiling. The only 12 VDC cable we found in our home would not fit in the small space provided.

When we tried to perorm a factory reset it was not responsive. We've provided a video to this end.

Respectfully,

Re: R510 Access Point Dead

Imran_ruckus — Mon, 07 Apr 2025 16:12:46 GMT

Hi @seanadam

Greetings!!!

Thank you for the response and the VIDEO.

Based on the troubleshooting performed, it has been confirmed that the issue persists despite resetting the Access Point and verifying all connectivity and connections. This is the only Access Point that is non-functional, showing no signs of working. As such, this ONE Access Point appears to be faulty and should be processed for RMA (Return Merchandise Authorization), meaning it should be replaced.

Feel free to contact us via chat. Copy and share the link from the post (URL), and Access Point serial number, paste it into the chat when prompted to start the unit replacement.

Please follow the steps as shown in the example below:

As shown in the below picture, copy the link and share it via chat from the link provided:

The below link is to contact us by chat (only)

https://support.ruckuswireless.com/contact-us

Did I answer your queries? If yes, hit the Kudos buttons and also accept the answers as Accepted solutions.

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

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: R510 Access Point Dead

seanadam — Tue, 08 Apr 2025 02:50:10 GMT

Hi Imran,

I'm at the "product picker" screen. I've selected the R510, but then it wants me to choose from t seperate software releases which all appear to be a series of numbers that look like IP addresses.

I got on the my Ruckus app to try and see what the other switches are, but no luck. Even the firmware is another number that is not an option.

Can you help me out?

I appreciate your help.

Re: R510 Access Point Dead

seanadam — Tue, 08 Apr 2025 03:11:58 GMT

Imran,

I've uploaded a screenshot of the software being offered at the product picker page, as well as a screenshot which shows the firmware of my current APs. I also uploaded a photo of the back of the broken AP.

Would really like to get this sorted.

Thank you.

Re: R510 Access Point Dead

Imran_ruckus — Tue, 08 Apr 2025 12:41:02 GMT

Hi @seanadam
Greetings!

Thank you for your response and the update.

I believe that the option in question is not mandatory; you can leave it blank and proceed. The R510 model does not have any specific release associated with that selection.

Thank you once again.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: R510 Access Point Dead

seanadam — Thu, 10 Apr 2025 02:50:28 GMT

Hello Imran,

As you said, I was able to choose the R510 without choosing the software. It gave me a green "success" message, but no indication by email or otherwise to confirm if one was coming my way. Is there a way you can verify? Or can you tell me who may be able?

Re: R510 Access Point Dead

Imran_ruckus — Thu, 10 Apr 2025 15:33:06 GMT

Hi @seanadam

Greetings!

Thank you for your response.

I checked internally with the RMA team and found that you had indeed submitted an RMA request. However, the request was closed because the link to your community post was not provided when prompted.

To proceed, please initiate a new RMA request using the chat link provided in the original RMA post. When prompted, ensure you share both the serial number of the Access Point and the link to your community post.

For your reference, here is the link to your post:
https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/R510-Access-Point-Dead/m-p/104339#M26396

I hope this information helps.

Thank you once again for your patience.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: R510 Access Point Dead

seanadam — Sat, 12 Apr 2025 03:28:58 GMT

Imran,

I just went through the process AGAIN!

At no point does the chat or questionnaire ask for a link. It just takes me in an endless chat loop sending me to knowledge banks and assigning me to customer care. I tried entering the link in the same field as the serial number but if I hit enter on my keyboard it send the message with just the s/n.

I have wires hanging from my ceiling. I'm spending hours working on this ridiculous task. I'm seeing very clearly why Ruckus products have 2.6 ratings on Amazon which point out how bad the support is. I think some reflection is desperately needed by your company.

This process is ridiculous and unreasonable. Just send me my replacement! I've jumped through all the hoops to prove my unit is broken. I've proved it's broken and I'm STILL being made to jump through impossible hoops. Ruckus is making the process of honoring their warranty an impossible task.

This is bordering on fraud and I think a class action is in order.

Please initiate my return. The instructions you have provided DO NOT work.

I just want my warranty honored.

Respectfully,

Re: R510 Access Point Dead

Imran_ruckus — Mon, 14 Apr 2025 12:31:24 GMT

Hi @seanadam

Greetings!!!

Thank you for your response and the update.

First, I sincerely apologize for any inconvenience you may have experienced.

That said, the standard process involves initiating a chat session, placing the RMA request, and providing the unit's serial number along with the post link when prompted. This process has generally worked well, and we haven't encountered the type of issue you're describing.

We kindly ask that you try connecting with us via chat once again to complete the necessary steps. Please note that the RMA has already been approved on our end, what remains now is for the final steps to be completed through the chat support.

This forum is primarily used for technical support and RMA approvals. For any additional assistance or issues during the process, our chat support team is the best point of contact.

Thank you for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community