topic Re: I need to replace the unit in RUCKUS Support for Lennar Homes

I need to replace the unit

Rosselynn — Fri, 09 Dec 2022 12:31:33 GMT

I was told by agent that my ruckus needs to be replace. I follow all instructions from the email and the was instructed to come here. Help please!

Re: I need to replace the unit

Vásquez_Fer — Fri, 09 Dec 2022 12:49:59 GMT

Hi @Rosselynn

What device do you need to replace or is it faulty?

We have to confirm the troubleshooting or do to really diagnose that it is faulty.

Best Regards

Fernando Vasquez

Re: I need to replace the unit

Rosselynn — Fri, 16 Dec 2022 22:36:25 GMT

PoE has failed
Description: Confirmed no power to APs on any ports after extended shutdown
Priority: P3

Re: I need to replace the unit

Yarenis — Fri, 16 Dec 2022 23:08:32 GMT

Hi @ Rosselynn

If you have confirmed that the switch no longer provides PoE, but it works fine for data, we need you to access the switch, and try to enable it again first in case the problem is just to enable PoE again, if it is not the root of the problem you should provide the logs, so we can confirm if the problem can be fixed or not, let me add a guide that will provide you the step by step.

How to check the PoE status and provide the logs in case there is a failure via web access.

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-check-the-PoE-status-and-provide-the-logs-in-case-that/td-p/49945

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired

Re: I need to replace the unit

Rosselynn — Fri, 23 Dec 2022 20:44:52 GMT

Hi, thank you for the response. Is this process put in place so owners get tire of the back and forth messages?

I'm not getting anywhere. I was told by the agent on the phone, whom ran the diagnostic, that the unit needs to be replaced. I received specific instructions on what to send in order to get this resolve and all I get is more instructions that are very difficult to follow. If the intentions are not to replace the unit, please say so.

Thank you.

Re: I need to replace the unit

Yarenis — Fri, 23 Dec 2022 23:33:54 GMT

Hi @Rosselynn

We cannot replace a unit that was not troubleshooted if you have any difficulties following w the guide, let us know in which part you are stuck, so we can assist.

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired | Lennar Home Community

Re: I need to replace the unit

Rosselynn — Sat, 24 Dec 2022 01:50:55 GMT

Ir was troubleshooted when I had the agent on the phone and he said it needs to be replaced. But I'll try my best to follow the thousand steps directions. Thank you

Re: I need to replace the unit

Yarenis — Mon, 26 Dec 2022 14:15:03 GMT

Hi @Rosselynn

Effective November 2022, Ruckus Support for Lennar Homes customers will no longer be handled by phone or email. We will be exclusively supporting customers via this community forum support model.

If you need something to be clarified on the process, please let us know.

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired | Lennar Home Community