topic Re: Rukus support contact me asap. in RUCKUS Support for Lennar Homes

Rukus support contact me asap.

Rukusisjunk — Fri, 18 Nov 2022 20:19:27 GMT

4 time this horrible system has logged me out and won’t let me get on my internet. APs don’t work, log in doesn’t work and no instants support when I work from home. I’m losing money and feel sorry for anybody that has to work with this product. I need someone from Rukus to contact me asap and fix this for good. Now Lennar customers are only supported by forum which is ridiculous.

Re: Rukus support contact me asap.

Yarenis — Fri, 18 Nov 2022 21:01:09 GMT

Hi @Rukusisjunk

To understand your issue, and in order to give you the best possible solution, please answer the following questions:

1:Are you able to see your SSID/Wi-Fi signal and connect?

2:Does this start after a power outage?

3:If you connect your computer over wireless or wire to the ISP router (service provider router) is the internet working fine or not?

4:Have you discarded any bad cabling between the ISP router and your ICX7150 Switch?

5:If you have access to the Unleashed APP or via web, browser to the Unleashed Dashboard(

unleashed.ruckuswireless.com) please check if your switch is displayed as ICX7150-router or ICX7150-Switch.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Rukus support contact me asap.

Rukusisjunk — Fri, 18 Nov 2022 21:06:34 GMT

1. I can connect directly to my wireless router/modem that Xfinity provides, but can no longer see the Ruckus network

2. There was no power outage, I just went into the app to check diagnostics and it was logged out. Now it's not letting me back in.

3. Internet is working directly through the ISP router/modem just fine. No Ruckus or APs which are needed.

4. Cabling is brand new and has no visible issues or loss of any powers to the switch or APs.

5. Again I'm forced logged out of the app and it wont let me back in. I cant even go on the config wifi to set up again.

This isn't a hardware issue, this is an app or network issue

Re: Rukus support contact me asap.

Yarenis — Fri, 18 Nov 2022 21:40:36 GMT

Hi @Rukusisjunk

1:You cannot log to the APP if you are not connected to the Access Point SSID/Wi-Fi signal.

Note: even if you have enabled remote access will no work either, if it is not online.

2:If you cannot even see the SSID, I can guess the APs are not even powering up.

3:So the first, will be checking if the Switch, which is the one that provides data en power to the Access Points is fine, it may be a ICX7150 Switch (same brand as the Access Points), so check the next in the Switch:

A:It's turn on?

B:Is the system LED light, amber, or green.

C:Are the Ethernet ports light up?

D:are other devices that required power from the switch working fine, such doorbells, cameras, so on?

E:If you connect a computer to the Switch via wired, is getting connectivity to the internet or not?

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Rukus support contact me asap.

Rukusisjunk — Fri, 18 Nov 2022 21:49:20 GMT

I answered all these questions already. Yes everything has power and lights. This has happened before 4 times and they had to remote in on the admin side and fix it. It has nothing to do with the equipment. It's not the switch, not the AP's or anything else. I need someone to help me with the login so It recognizes the devices and network.

Re: Rukus support contact me asap.

Rukusisjunk — Fri, 18 Nov 2022 21:52:13 GMT

Last time something got deleted off my profile that disabled the switch and AP's. Was nothing to do with the actual equipment. I cant access that area within the admin/app to fix the issue

Re: Rukus support contact me asap.

Yarenis — Fri, 18 Nov 2022 22:00:48 GMT

Hi @Rukusisjunk

Gain access via Web GUI as long you are connected to the same Subnet you should be able to log in with your credential, try the next site, and if you cannot log in search for the Access Point's IP address of your Access Points to gain access to the management page, take in consideration that you network its local, so we do no have access.

Unleashed dashboard link: unleashed.ruckuswireless.com

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

Note: from web guide or even APP, there is no option to block your credentials, but maybe the radio's signal is disabled, once you gain access to can check the setting for the Access Points:

Enable the Radios Signal for the SSID:

Select the WLAN you want to configure from the Wi-Fi Networks component and click Edit> Advanced Options > Radio Control>Enable WLAN on>choose all to enable both radios in the SSID/Wi-Fi you choose.

Enable the Radios Signal per AP:

Access Points>click the AP you want to configure> Edit>Radio B/G/N (2.4G)>Enable

Access Points>click the AP you want to configure> Edit>Radio A/N/AC (5G)>Enable

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Rukus support contact me asap.

Rukusisjunk — Fri, 18 Nov 2022 22:07:04 GMT

I don't think you're understanding what I'm saying. I cannot get on to anything because the admin website deleted the network on it's side without me knowing. I cannot access it because it doesn't appear through the switch or APs. It needs to be done on the back end which I do not have access to. This was something support had to fix each time by remotely logging in. The site unleashed.ruckuswireless.com does not allow me to get to the page. I need technical help from a live person on the back end. Please!!!!??

Re: Rukus support contact me asap.

Yarenis — Fri, 18 Nov 2022 22:15:38 GMT

Hi @Rukusisjunk

I know as you mentioned, you cannot see the SSID, so you cannot connect to the Wi-Fi signal coming from the Access Points even if the APs are powering up, this is why I mentioned if the site is not working you need to do it with the IP address of the Access Points (each of them will get a unique IP address from your ISP router), this is why I have shared the guide to find the IP addresses in your network including the IPs of your access points), as you mentioned your Wi-Fi coming from your ISP router works fine, so this means that the Access Points are getting an IP address.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Rukus support contact me asap.

Rukusisjunk — Fri, 18 Nov 2022 22:30:23 GMT

How do we get access to the admin to fix the issue? How can you help me with that to get this fixed like they did before? They guide website didnt work and just wanted me to sign up for something extra. It wouldn't let me download that scanner and I didnt need it before when they fixed it the other 4 times

Re: Rukus support contact me asap.

Yarenis — Fri, 18 Nov 2022 22:52:58 GMT

Hi @Rukusisjunk

I have provided you with the steps, if you have any restrictions on your computer to download the scanner, you have to check the permissions on your computer, you can also log into your ISP router and check the connected clients, you should be able to find the IP address of your Access Points from there. Another way to find the devices connected to your network is from the CMD of your computer by running the command arp -a, there you will get a list, and you should be able to see the MAC and compare it with your APs, so you can see which is the IP assigned to per AP.

How to find the IP of your Access Points:

1:IP scanner APP:

2:from CMD in your computer:

Start>type CMD>run the command arp -a>check the MAC matching with your Access Points:

For MAC computers:

Search for the terminal>run the command arp

3:Login to your ISP router and check the list of the connected clients.

Note:ensure that your Access Points lights are like the next example:

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Rukus support contact me asap.

Rukusisjunk — Fri, 18 Nov 2022 22:58:28 GMT

Can I request for someone from Ruckus to reach out to me, remote in and fix it like they did in the past? I'm not a IT support. What happens when someone that doesn't understand this stuff runs into these issues and cant fix it based on the answers in a forum? Ruckus just lets them keep a non working product?

Re: Rukus support contact me asap.

Yarenis — Fri, 18 Nov 2022 23:08:33 GMT

Hi @Rukusisjunk

The support provided to Lennar clients is directly in this Forum, we tried to make our guides as less technical as possible, so all our customers can follow them without any problem.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Rukus support contact me asap.

Rukusisjunk — Mon, 05 Dec 2022 00:57:53 GMT

I tried everything you said twice and still nothing. My system has been down forever. Why does Ruckus not have a good option for support when this happens? How do I fix this?

Re: Rukus support contact me asap.

Yarenis — Mon, 05 Dec 2022 16:28:14 GMT

Hi @Rukusisjunk

You should be able to run the scanner with no problems, because as you mentioned your Unleashed system is downs, but your ISP router should work, you can even wire a computer directly to the ISP router and download the scanner application to look for the IP address of the access point or switch, as you mentioned these happened before, and if the problem is that the switch is booting from the wrong partition causing the connectivity issues while connected to the Unleashed system, the only way to fix it will be to get access to the Switch through the web, however, it requires the IP address of the Switch, there is also an option to get access to the Switch without the IP address, but it requires access to the console using a USB to Type-C cable (the USB is plugged into the computer and the Type-C into your ICX7150 Switch) and execute commands, so let me add the two options, now if you are still having difficulties to fix your problem, you may require external help.

1:Find the IP address of the Switch, by wiring the computer directly to your ISP router, and run the scanner.

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 you know the IP address or the Switch, follow up the next guide.

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

3:If you cannot fund the IP address for the Switch, you need to gain access via console by using the USB to type C cable (the USB will be connected on your computer and the type C on your ICX7150 Switch), follow up the next guide to gain access via console.

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

4:Once you gain access via console, run the next set of commands, you can even share the result, so we can guide too.

Note: if as for a password, must be the same you used with the Unleashed app, or you can try the next set:

Usernames: Passwords:

admin sp-admin

super Lennar

lennar

ruckus

Ruckus!

Ruckus1

admin

password

ICX7150-C12 Router>enable

ICX7150-C12 Router>show flash (you can confirm in which partition you have the correct code that will start with SPS example: SPS08080f.bin normally will be your primary partition)

ICX7150-C12 Router#copy flash flash secondary (this will copy what is in your primary code to the secondary)

ICX7150-C12 Router# write memory

ICX7150-C12 Router#show flash (now both partitions must start with the SPS before the code type)

ICX7150-C12 Router#Boot system flash primary yes

ICX7150-C12 Router#reload

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired