topic Re: Ruckus R510 AP not operating. in RUCKUS Support for Lennar Homes

Ruckus R510 AP not operating.

KB — Thu, 16 Feb 2023 21:18:02 GMT

Only the red light is on. Have tried a known good new cable as well as the reset proceedure noted in other posts. (push reset button while connecting power and hold for at least 10 seconds) I have two AP in my home, one is working fine and the other is not. I called the helpdesk too and was told: AP will not boot successfully, attempted power down and default. Do I need to send this in to be repaired/replaced? Thanks, Kevin

Re: Ruckus R510 AP not operating.

Imran_ruckus — Thu, 16 Feb 2023 23:56:10 GMT

Hi KB

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

As you mentioned that only the RED light is on. Meaning the Access Point is in Booting process. (Please refer to the user guide link below)

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

We suggest Factory resetting the Access Point. Please follow the process as described below.

Please read the following guide carefully:

Physical Factory Reset of RUCKUS Access Point:

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

NOTE: As you have Two Access Points (AP) in your house, please go to the Ruckus Switch (located in the panel) and disconnect from its ports the Ethernet cables of the Working Access Point, except the one that you are going to work with (Non-working).

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

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus R510 AP not operating.

KB — Sun, 19 Feb 2023 22:41:42 GMT

Tried the reset procedure as instructed. I tried it three separate times. The red light remains on solid red on the access point. Reboot has not taken place. What are the next steps to get this corrected? Thank you

Re: Ruckus R510 AP not operating.

Jayavidhya — Mon, 20 Feb 2023 15:01:25 GMT

Hi @KB

Please share the screenshot of the error you are getting while trying the reset process.

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus R510 AP not operating.

Imran_ruckus — Mon, 20 Feb 2023 18:21:20 GMT

Hi KB

Greetings!!!

As you have Two Access Points (AP) in your house, please make sure you only keep the affected AP On and reset the same. Please go to the Ruckus Switch (located in the panel) and disconnect from its ports the Ethernet cables of the Working Access Point, except the one that you are going to work with (non-working).

If that doesn’t work, please share a screenshot of the error you are getting.

Thank you.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus R510 AP not operating.

KB — Tue, 21 Feb 2023 01:47:25 GMT

Hi there,

I'm confused. I tried the reset process that was requested in a previous post of unplugging the one operational AP and leaving the faulty AP plugged in to the switch while trying a manual reset on the AP by depressing the rest button with a paperclip. There was no screenshot., just a constant red light on the AP. Please help!

Re: Ruckus R510 AP not operating.

Imran_ruckus — Tue, 21 Feb 2023 15:09:48 GMT

Hi KB

Greetings of the day!!!

Thank you for the response and update.

Could you please share a picture or a small video showing the light status of the affected Access Point?

Thank you again for your patience.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus R510 AP not operating.

Imran_ruckus — Wed, 22 Feb 2023 22:05:33 GMT

Hi KB

Greetings of the day!!!

Hope you are doing well.

Could you please update us on the status of the issue?

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

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus R510 AP not operating.

KB — Wed, 01 Mar 2023 19:14:09 GMT

Hello, the AP is still not operating. I was away traveling so sorry for the delay in responding. I will send a picture of the lights on the AP for your information.

Re: Ruckus R510 AP not operating.

KB — Wed, 01 Mar 2023 19:22:50 GMT

Re: Ruckus R510 AP not operating.

KB — Wed, 01 Mar 2023 19:24:50 GMT

Please tell me how this can be resolved. Can I now send this back to you and get a new one that works? Thank you.

Re: Ruckus R510 AP not operating.

Imran_ruckus — Wed, 01 Mar 2023 20:22:11 GMT

Hi KB

Greetings of the day!!!

Thank you for the response and the information you shared.

Could you please disconnect the power of your ICX-7150-C12P Switch and power it on again? After powering it on once the Switch boots up, please check the Access Point light status.

And also could you please let us know the light status of the other AP?

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

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus R510 AP not operating.

KB — Wed, 01 Mar 2023 21:49:21 GMT

I performed all of these additional steps. Nothing changed, it still does not work. Now...Can you send me instructions to replace this with a new AP? I will send pictures as well of the powered off switch, powered off AP and powered up switches. Help!

Re: Ruckus R510 AP not operating.

KB — Wed, 01 Mar 2023 21:51:14 GMT

Powered off AP #1Powered up AP #2 (BAD)Powered up AP #1Powered off switchPowered off AP #2

Re: Ruckus R510 AP not operating.

KB — Wed, 01 Mar 2023 22:12:12 GMT

HELP!

Re: Ruckus R510 AP not operating.

Imran_ruckus — Wed, 01 Mar 2023 22:34:47 GMT

Hi KB

Thank you for the response and update.

Could you please try to swap the cables on the Switch ports in those 12 ports as shown in the below picture (The non-working AP cable to the working AP port on Switch and vice-versa)? And please check and update the light status of APs.

You can also check with any ports among 12 ports as shown in the above picture.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Ruckus R510 AP not operating.

KB — Wed, 01 Mar 2023 22:43:46 GMT

I've tried this before but I just tried it again per your instructions. Same result, solid red light on AP, nothing has changed. Is it time for a new AP yet??

HELP!

Re: Ruckus R510 AP not operating.

Imran_ruckus — Wed, 01 Mar 2023 23:16:44 GMT

Hi KB

Greetings of the day!!!

Thank you for the update.

Based on the troubleshooting done, and we confirmed 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.

Re: Ruckus R510 AP not operating.

KB — Thu, 02 Mar 2023 02:03:10 GMT

I've done this, I have case #01442953. When will replacement AP be sent?

Re: Ruckus R510 AP not operating.

Imran_ruckus — Thu, 02 Mar 2023 15:55:03 GMT

Hi KB

Thank you for the response.

You will get the updates about the unit shipping. Or you could check by chat on the same link.

We appreciate your time and patience on this case.

Have a great weekend ahead!!!

Thank you again for contacting RUCKUS Lennar Home Community