topic Ruckus WiFi knocked everthing offline after a storm in RUCKUS Support for Lennar Homes

Ruckus WiFi knocked everthing offline after a storm

TriciaT — Tue, 03 Jun 2025 23:25:03 GMT

Lennar home, second owner. Lennar set up the smart home system when it was built in 2019. After a power outage 2 weeks ago my ruckus network hasn't been the same and has knocked everything offline. My internet is fine BUT Wifi I guess is not working as it reads all my things are offline. My ring is not working at all. I am not even sure how to reset the Ruckus. I am not sure what to do or if this is a hardware problem. Please help.

Re: Ruckus WiFi knocked everthing offline after a storm

Imran_ruckus — Wed, 04 Jun 2025 13:02:46 GMT

Hi @TriciaT

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 devices after a power outage.

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. 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.

2. 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 us with ALL the requested information, 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: Ruckus WiFi knocked everthing offline after a storm

TriciaT — Wed, 04 Jun 2025 15:36:02 GMT

RuckusAccess point

Re: Ruckus WiFi knocked everthing offline after a storm

Imran_ruckus — Wed, 04 Jun 2025 16:12:41 GMT

Hi @TriciaT

Thank you for your response and for sharing the details.

Based on the current LED status of the RUCKUS ICX-7150-C12P Switch, the device appears to be functioning normally. However, it is possible that the switch ports have entered a disabled state, which is likely preventing the Access Point from receiving power. To resolve this, the ports will need to be manually enabled via the command line interface.

Please refer to the following RUCKUS Lennar Knowledge Base self-help article for step-by-step instructions to address this issue:
https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/NO-Power-on-Access-Points-and-ICX-7150-C12P-Switch-with-GREEN/ta-p/72186

Feel free to reach out if you need any assistance during the process.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: Ruckus WiFi knocked everthing offline after a storm

TriciaT — Wed, 04 Jun 2025 23:36:15 GMT

So I just noticed that there was black smoke as if something had surged and when I looked behind it the wall had smoke marks? How do we get replaced and who do we get to install?

Re: Ruckus WiFi knocked everthing offline after a storm

Imran_ruckus — Thu, 05 Jun 2025 12:16:47 GMT

Hi @TriciaT

Greetings!!!

Thank you for the response.

As per the light status, the RUCKUS Switch is in the normal state.

Please follow the steps mentioned in my previous post and let me know how it goes.

Thank you again for your understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: Ruckus WiFi knocked everthing offline after a storm

TriciaT — Thu, 05 Jun 2025 20:30:45 GMT

It is NOT WORKING!!! I had an electrician tell me the it needs to be replaced. And looking at the directions, it is NOT user friendly or easy for someone that does not know anything technical. This is THE ABSOLUTE WORST customer service in the existence of RUCKUS!!! How does someone get actual help? I will be submitting a complaint to BBB and posting everywhere on social media. This is ridiculous.

Re: Ruckus WiFi knocked everthing offline after a storm

TriciaT — Thu, 05 Jun 2025 20:52:23 GMT

I need you to walk me through the steps as I am not able to follow what you sent. I am not tech support so this is confusing.

Re: Ruckus WiFi knocked everthing offline after a storm

Imran_ruckus — Thu, 05 Jun 2025 20:53:20 GMT

Hi @TriciaT

Thank you for your response.

Apologies for any inconvenience caused. Please note that, effective November 2022, RUCKUS Support for Lennar Homes customers is no longer provided via phone, email, or remote sessions. Support is now offered exclusively through this community forum on a best-effort basis.

As per our support policy, we are unable to approve an RMA or replacement request without the completion of the required assisted troubleshooting steps.

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

If you have already followed these steps, kindly share the step where you are currently facing issues along with relevant screenshots so we can assist you further.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support