topic Re: Ruckus not responding in RUCKUS Support for Lennar Homes

Ruckus not responding

david_gig — Mon, 13 Feb 2023 21:00:55 GMT

No longer responding - no lights 2.4 or 5.0

Re: Ruckus not responding

Imran_ruckus — Mon, 13 Feb 2023 21:41:37 GMT

Hi david_gig

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared,

As per the case description, I could understand that your RUCKUS Access Points are not working.

Could you please let us know?

Was there any Power Outage?
On your switch while it's plugged into the outlet, do you see any lights on? (Amber or green) Please let us know which lights are on. (Please refer to the below picture)

Please make sure the Ethernet cable is connected to anyone in the 12 ports shown in the picture below:

Also please Make sure it is plugged into a well-known outlet/power source.
May I know how many Access Points are connected to the Switch and the number of affected Access Points?

Please refer to the below guide for connection setup as a reference:

Most common Setups for Lennar homes users

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Most-common-Setups-for-Lennar-homes-users/td-p/47106

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights. And Access Point light status picture as well.

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

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus not responding

david_gig — Mon, 13 Feb 2023 22:03:02 GMT

Hi - no power outage happened. The only light on is the green PWR. The unit is referred to as the Zoneflex 500 access point. (Serial 351504902200). Reset was made as well as a disconnect - please advise - ty

Re: Ruckus not responding

Imran_ruckus — Mon, 13 Feb 2023 22:19:21 GMT

Hi david_gig

Thank you for the information you shared.

As mentioned in the last post, could you please provide us the Pictures of the light status of ICX-7150-C12P and Zoneflex 500 Access Points? To assist you accordingly. (Please refer to the below pictures)

Switch:

Access Point:

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

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus not responding

david_gig — Mon, 13 Feb 2023 22:32:39 GMT

It states that I do not have permission to upload images - can u advise - thank you

Re: Ruckus not responding

david_gig — Mon, 13 Feb 2023 22:36:43 GMT

Re: Ruckus not responding

Imran_ruckus — Mon, 13 Feb 2023 22:46:59 GMT

Hi david_gig

Thank you for the information you shared.

My Apologies.

The picture you shared is not visible properly. Could you please share a clear picture?

Could you please let me know if your Access Point is connected to an ICX-7150-C12P Switch? If Yes, please share a clear picture of the light status of the Switch as well.

Switch:

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

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

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus not responding

david_gig — Mon, 13 Feb 2023 22:58:59 GMT

I am having permission issues to upload images

Re: Ruckus not responding

david_gig — Mon, 13 Feb 2023 22:59:25 GMT

Re: Ruckus not responding

Imran_ruckus — Mon, 13 Feb 2023 23:05:07 GMT

Hi david_gig

Thank you for the information you shared.

As mentioned is the previous posts, could you please let me know if your Access Point is connected to an ICX-7150-C12P Switch? If Yes, please share a clear picture of the light status of the Switch as well.

Switch:

Thank you again.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus not responding

david_gig — Mon, 13 Feb 2023 23:30:03 GMT

The photos I am now sending have what I think is a switch labeled PoE and is illuminated in green - these photos are the best I can show - please advise

Re: Ruckus not responding

david_gig — Mon, 13 Feb 2023 23:31:10 GMT

Re: Ruckus not responding

david_gig — Mon, 13 Feb 2023 23:31:29 GMT

Re: Ruckus not responding

david_gig — Mon, 13 Feb 2023 23:32:17 GMT

Re: Ruckus not responding

Imran_ruckus — Tue, 14 Feb 2023 00:15:41 GMT

Hi david_gig

Thank you for the response.

The pictures you are sharing are of Access Points. The cable plugged into the PoE port on the Access Point comes from the Switch. Please refer to the picture of Switch as shared in the previous posts. (Connection setup is shown in below picture)

Please refer to the below guide for connection setup:

Most common Setups for Lennar homes users

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Most-common-Setups-for-Lennar-homes-users/td-p/47106

And as we can see from the pictures you shared the Access Point is receiving the power. and the 5G and 2.4G LED’s are Off, which means the AP is Not getting the IP address from the DHCP Server by the connected router and it’s in a normal state.

Please refer to the below AP light status guide:

https://docs.commscope.com/bundle/unleashed-200.9-onlinehelp/page/GUID-19D4261B-D10B-4DE3-B63A-3498F80103D0.html

We suggest you confirm Internet connectivity by your Internet Service Provider (ISP) if you have a working internet connection currently. You could check the ISP connectivity from the Router, maybe with Local Router Wi-Fi or by an Ethernet cable from the Router to a laptop, or a PC. (Please refer to the below pictures)

Please confirm once you check the Internet connectivity by your ISP Router.

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

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus not responding

david_gig — Tue, 14 Feb 2023 03:34:19 GMT

Connectivity is working..............2.4 and 5G stopped working with no interruption in service and nothing was changed. Please advise on how to get the AP to recognize or how to enter the IP address?? TY

Re: Ruckus not responding

david_gig — Tue, 14 Feb 2023 14:52:29 GMT

could this unit be failing??

Re: Ruckus not responding

Imran_ruckus — Tue, 14 Feb 2023 15:24:47 GMT

Hi david_gig

Greetings!!!

Thank you for the response and information.

As you mentioned that the Internet connectivity is stable by your ISP. Please reset your Access point as described below.

Please read the following guide carefully:

Physical Factory Reset of an Access Points Ruckus:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Access-Points-Ruckus/td-p/47056

Ruckus Unleashed Set-up using your Mobile:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-Unleashed-Set-up-using-your-Mobile/td-p/47086

Please refer to the below Video for the initial setup which also includes resetting of Username and Password.

Ruckus Unleashed Set-up using Web:

https://www.youtube.com/watch?v=j8I5aVwMNMg

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

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus not responding

david_gig — Tue, 14 Feb 2023 23:48:35 GMT

Performed the reset with no success. Green power light but nothing else. Please advise

Re: Ruckus not responding

Imran_ruckus — Wed, 15 Feb 2023 00:12:45 GMT

Hi david_gig

Greetings of the day!!!

Thank you for the update.

Based on the troubleshooting done, and you confirm after performing the reset of the Access Point, checking all the connectivity and connections, the failure persists. This Access Point Unit Should be RMA (Return Merchandise Authorization) in simple words replacing it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post (URL) and paste it into the chat to start the unit replacement.

Please follow the below steps as shown in the below example:

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

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

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

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

Best regards,

Imran Sanadi

Lennar Home Community.