topic Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP! in RUCKUS Support for Lennar Homes

Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

VillafuerteM — Fri, 21 Apr 2023 17:24:00 GMT

Our lennar network suddenly went down the other day and now is no longer being listed on my network wireless list. Both the router and access points are both powered on and running but i do not see our network listed on any of the devices here in our home.

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

Imran_ruckus — Fri, 21 Apr 2023 17:54:45 GMT

Hi @VillafuerteM

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

From the case description, I could understand that your RUKCUS setup is not working.

Could you please let us know the answers to the below queries to assist you better?

1. Was this working before or is it a new installation? If it worked before, was there any power outage before you started facing this issue?

2. 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 and share a picture of the same)

3. Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from Router to a laptop/PC).

4. May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below picture and share a picture of the same)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights. Also, light the status of Access Points.

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

Please let us know the answers to the above queries or if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

VillafuerteM — Fri, 21 Apr 2023 18:02:13 GMT

1. Was this working before or is it a new installation? If it worked before, was there any power outage before you started facing this issue?
This was working before and there was no power outage in the house.

Both the router and access lights both have green lights on and from what i could see with the access point only the power light was on. Sys light was on on the router

4. May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below picture and share a picture of the same)
We only have ONE access point and the power light is on.

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights. Also, light the status of Access Points.

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

Imran_ruckus — Fri, 21 Apr 2023 18:09:58 GMT

Hi @VillafuerteM

Thank you for the response and the information you shared.

As mentioned in the previous post, please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and port connections. Also, light the status of Access Points.

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

Thank you again.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

VillafuerteM — Fri, 21 Apr 2023 18:12:38 GMT

im on a knee scooter due to a foot injury so it is difficult to get clear pictures of the lights

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

VillafuerteM — Fri, 21 Apr 2023 18:39:38 GMT

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

VillafuerteM — Fri, 21 Apr 2023 18:40:02 GMT

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

Imran_ruckus — Fri, 21 Apr 2023 18:40:26 GMT

Hi @VillafuerteM

Thank you for the response.

My sincere Apologies for the inconvenience.

We need Switch and Access Point pictures to assist you accordingly, as troubleshooting steps will be based on them. We request you for the pictures, please share them at your convenience.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

VillafuerteM — Fri, 21 Apr 2023 19:16:25 GMT

pictures have been uploaded.

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

VillafuerteM — Fri, 21 Apr 2023 19:54:28 GMT

is there a way we can get a faster response than this please? i really wish you guys had not stopped taking phone calls for lennar customers with your product..i am currently using up my mobile hotspot waiting for your response. can we this get this taken care of faster please? we just had our router replaced on september of last year due to the previous one being overloaded from a power outage. and now we are having an issue with this one 7 months later.

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

VillafuerteM — Fri, 21 Apr 2023 20:50:32 GMT

The IP is 192.168.1.21

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

Imran_ruckus — Fri, 21 Apr 2023 22:32:48 GMT

Hi @VillafuerteM

Thank you for the response and the information.

Apologies for the inconvenience caused.

Could you please unplug and plug the Access Point ethernet cables on the Switch port panel? It can be plugged into any of the 12 ports. Also please make sure the ethernet cable which comes from the Router/Modem-Router combo device is also plugged into any 1 in-12 ports. (Please refer to the below screenshot)

Please refer to the short guide link below about how to connect the devices as 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

If your connections are correct as mentioned above, please reset your Access Point as described below.

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

Ruckus Unleashed Set-up using Web:

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

Password recovery setup:

https://www.youtube.com/watch?v=sqnG8fupaLk

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

VillafuerteM — Fri, 21 Apr 2023 22:38:04 GMT

we have moved the cables around on the switch and also we have noticed the cables to the access point is being problematic (not keeping it powered on and other lights not staying on it as well).

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

VillafuerteM — Fri, 21 Apr 2023 22:58:33 GMT

i have moved the cables around and have looked at the access point (since im not able to reset it myself due to not being able to step on a foot) ...the connection from the cables to the access point is not wanting to stick properly so we may need someone to take a look at that issue.

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

Imran_ruckus — Fri, 21 Apr 2023 23:30:33 GMT

Hi @VillafuerteM

Thank you for the response.

Please check the ethernet cable which is connected between Switch and the Access Point if it is damaged. You could try with another cable.

If everything is fine with the ethernet cable, we suggest a factory reset of the Access Point as described in the previous post.

Thank you again for your patience and understanding

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

VillafuerteM — Fri, 21 Apr 2023 23:53:59 GMT

the access point and the switch are in seperate rooms

Re: Our Lennar network went down and now missing my network wireless list...PLEASE HELP!

Imran_ruckus — Mon, 24 Apr 2023 16:00:01 GMT

Hi @VillafuerteM

Greetings of the day!!!

Thank you for the response.

We need Access Point in hand to reset it as mentioned in the factory reset guide.

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

Thank you again.

Best regards,

Imran Sanadi

Lennar Home Community.