topic Re: My APs are not connecting to internet in RUCKUS Support for Lennar Homes

My APs are not connecting to internet

nshah — Thu, 15 May 2025 17:48:04 GMT

I'm currently having issues with my Ruckus access points not connecting to the internet. I'm in a 3-story Lennar home where the builder installed the APs for me. It was working fine until a few months ago. Not sure what's wrong. I have 1 AP per floor and now b/c its not working, I have to directly connect to Xfinity modem which doesn't provide proper coverage around the house. Please help! I need someone to walk me through how to troubleshoot this

Re: My APs are not connecting to internet

Imran_ruckus — Thu, 15 May 2025 18:17:16 GMT

Hi @nshah

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 internet connectivity issues via RUCKUS devices.

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. 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: My APs are not connecting to internet

Imran_ruckus — Mon, 19 May 2025 14:32:31 GMT

Hi @nshah

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. Please help me with the requested queries from my last post.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: My APs are not connecting to internet

nshah — Tue, 20 May 2025 16:07:00 GMT

1. Its been down for months now but don't think its because of power outage. Just haven't gotten around to reaching out to you guys until now.

2. Yes I see green lights. See photos attached.

3. There are 3 APs connected to the switch. I see 4 out of 5 lights are on for master AP, and 3 out of 5 for the other 2. "AIR" doesn't have a light on any of them. See photos attached.

Re: My APs are not connecting to internet

nshah — Tue, 20 May 2025 16:16:57 GMT

If it helps, here's what unleashed local portal shows. It doesn't show that the APs are disconnected and I'm still able to see and connect to my SSID ("King's Landing"). It just doesn't load any websites or takes forever to load any single one. I still have some IoT devices connected to this network and they seem to work but that's about it... Makes no sense.

Re: My APs are not connecting to internet

Imran_ruckus — Wed, 21 May 2025 16:32:54 GMT

Hi @nshah

Thank you for your response and the update.

Based on the picture you shared, it appears that the black 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: My APs are not connecting to internet

nshah — Wed, 21 May 2025 20:13:03 GMT

Thanks Imran, this solved the internet speed issue for me. However, I have 2 related issues that I'd like to resolve.

(1) In order to plug in the black cable into one of the 12 ports, I had to pull an existing one out. When I moved into the Lennar home there were no labels that were added to any of the cables plugged into 12 ports (except for the 3 APs). Do you know how to best identify what each of the yellow/blue cables point to in the home? Is there a way to get visibility into what is currently connected to my switch? What's the best way to get support here?

(2) In my Ruckus admin, I see that the ICX switch shows up as disconnected (see my previous screenshot). In fact when I follow the instructions in some other Ruckus community threads, I see that I can use LanScan tool in Mac to get my ICX IP address so I can manually add it. However when I run it, it only picks up the 3 APs and not the ICX switch. Why is that? How can I get visibility into ICX in the Ruckus portal?

Thanks

Re: My APs are not connecting to internet

Imran_ruckus — Wed, 21 May 2025 20:50:21 GMT

Hi @nshah

Thank you for your response and the update. I'm glad to hear that the speed-related issues have been resolved.

Please find below the answers to your queries:

Device Labeling:
RUCKUS devices are typically labeled accordingly. However, other cables may be connected to third-party devices such as cameras, doorbells, or other smart home components, depending on how the home builder or technician set up the wiring. We recommend consulting an external technician to accurately identify and trace those additional connections.

Switch Disconnected Error: (This error is when your Switch is on an older version and needs to upgrade to the new version to get it connected in the Unleashed system)
To upgrade the Switch version, we need its IP address. Please try accessing the IP address that displays the "Switch is disconnected" error (as shown in the screenshot you shared).

If you are unable to access that IP address, then restart both ISP Router and RUCKUS ICX-7150-C12P Switch by disconnecting it from the power outlet and plugging it back in. After the reboot, wait for few minutes and use LanScan to check if an IP address associated with the RUCKUS ICX-7150-C12P Switch appears.

Please let me know how it goes. I appreciate your continued patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: My APs are not connecting to internet

nshah — Wed, 21 May 2025 22:13:03 GMT

Ok cool. I'll work on device labeling on my own or hire someone to help.

For the ICX disconnected issue. I just restarted my switch as you mentioned and its still not showing up. Someone else in our Lennar community mentioned that they had a similar issue and they were able to setup a webex screenshare where support walked them through how to run CLI commands to get ICX showing up properly. Is this something that we can do?

Re: My APs are not connecting to internet

Imran_ruckus — Fri, 23 May 2025 13:07:09 GMT

Hi @nshah

Thank you for your response and the update.

Please accept our apologies for any inconvenience. As of November 2022, RUCKUS Support for Lennar Homes customers is no longer provided via phone, email, or remote sessions. All assistance is now offered exclusively through this community forum, on a best-effort support basis.

That said, rest assured I’m here to assist you every step of the way.

If the switch’s IP address is not accessible, could you please use a Windows laptop to access the Command Line Interface (CLI) using a console cable? This method will allow us to troubleshoot the issue more effectively.

You can refer to the following article for guidance on how to console into the ICX 7150-12CP switch:
https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12CP-Ruckus-Switch/td-p/46759

Once you've attempted to access the CLI, please let me know the outcome.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: My APs are not connecting to internet

Imran_ruckus — Mon, 26 May 2025 12:56:45 GMT

Hi @nshah

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: My APs are not connecting to internet

Imran_ruckus — Wed, 28 May 2025 12:26:55 GMT

Hi @nshah

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: My APs are not connecting to internet

nshah — Wed, 28 May 2025 17:13:21 GMT

Hi Imran, sorry for the delayed response. I don't have access to a Windows laptop. Is there no other way you could help me?

Re: My APs are not connecting to internet

Imran_ruckus — Wed, 28 May 2025 19:28:08 GMT

Hi @nshah

Greetings!

Thank you for your response and the update.

Could you please attempt to locate the IP address of the RUCKUS Switch and verify whether you are able to access its web login dashboard?

For guidance, please refer to the following RUCKUS Lennar Knowledge Base self-help article:

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

Kindly let me know the outcome once you’ve tried the steps.

Thank you once again. We sincerely appreciate your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: My APs are not connecting to internet

Imran_ruckus — Fri, 30 May 2025 12:34:14 GMT

Hi @nshah

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: My APs are not connecting to internet

Imran_ruckus — Mon, 02 Jun 2025 13:04:45 GMT

Hi @nshah

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: My APs are not connecting to internet

nshah — Mon, 02 Jun 2025 14:30:26 GMT

Thanks! You can close this out

Re: My APs are not connecting to internet

Imran_ruckus — Mon, 02 Jun 2025 14:55:46 GMT

Hi @nshah

Thank you for the response.

Great!!! Good to know that the issue is now resolved.

We appreciate your time and patience on this case.

Thank you again for contacting RUCKUS Lennar Home Community, and feel free to contact us for future queries.

Have a great day ahead!!!

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.