topic Re: Unleashed app shows ap as offline but lights are on in RUCKUS Support for Lennar Homes

Unleashed app shows ap as offline but lights are on

danalbre — Sun, 21 May 2023 04:53:53 GMT

On my mobile unleashed app, one of my two aps is shown as offline, but both of the physical aps have all green lights. Is this some error specific to the app?

Re: Unleashed app shows ap as offline but lights are on

Salmon75 — Sun, 21 May 2023 16:33:08 GMT

This forum is goddamn useless af. Told me on the phone that this is the only way to get help for Lennar homes, but no one has been able to offer any help!

Re: Unleashed app shows ap as offline but lights are on

Imran_ruckus — Mon, 22 May 2023 15:38:49 GMT

Hi @danalbre

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

As per the case description, I could understand that you have an issue with Unleashed app.

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

1. 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. 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 and understanding

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app shows ap as offline but lights are on

Imran_ruckus — Mon, 22 May 2023 15:39:50 GMT

Hi @Salmon75

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well

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 only.

As this case is raised by @danalbre

To avoid confusion with posts, you can create your own post with the problem you're facing and a detailed description of the network issue and what you've done so that we can guide you properly.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app shows ap as offline but lights are on

Salmon75 — Mon, 22 May 2023 15:44:46 GMT

Good morning,

I did create my post last week but I was ignored. I've been without a proper connection for months now.

Re: Unleashed app shows ap as offline but lights are on

Imran_ruckus — Mon, 22 May 2023 16:45:28 GMT

Hi @Salmon75

Apologies for the inconvenience.

As mentioned, please create a new post with a detailed description of the issue, in the Lennar Home Community forum to assist you further.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app shows ap as offline but lights are on

Salmon75 — Mon, 22 May 2023 19:51:09 GMT

https://community.ruckuswireless.com/t5/Unleashed/No-Connection-Despite-Connected/m-p/58653

Re: Unleashed app shows ap as offline but lights are on

Imran_ruckus — Mon, 22 May 2023 20:27:52 GMT

Hi @Salmon75

Thank you for the response and the information you shared.

From the link you shared, I can see that, you have raised that case under the ‘Unleashed’ category. For Lennar Home users, the case must be raised under the ‘RUCKUS Lennar Support’ category in the forum.

However, I will move that post to the Lennar Support category, and you will receive a response shortly.

Please do not respond on this case,

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app shows ap as offline but lights are on

danalbre — Sun, 28 May 2023 02:10:32 GMT

Hi Imran,

Thanks for your response. There wasn't any power outage prior to this issue, but we have had spotty connection through ruckus for a few weeks now (connection is just fine through the att router). I'm attaching pictures of the switch lights and of our two access points. On the access points it looks like all lights are on except the AIR which, but maybe it's just dim.

Re: Unleashed app shows ap as offline but lights are on

Imran_ruckus — Mon, 29 May 2023 15:44:01 GMT

Hi @danalbre

Greetings!!!

Thank you for the response and the information you shared.

This issue may happen when the Switch runs on the Routing code (SPR). The Switch should run on the Switching code (SPS) to avoid these issues for Lennar home users. If the Switch boots up on the other partition (Due to a power outage/power spike) which may be running on a ‘Routing Code’ results in causing this issue. To check the same please follow the below process.

Please follow the below steps and help us with the queries,

1. To check this issue, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily.

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 we identify the IP address of the switch proceed to access remotely to the device “Command Line”

How to remotely access to 'ICX 7150-C12P' or 'access points' "Network devices":

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

If you can access the Command line should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command

enable

show version

show flash

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) and let me know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app shows ap as offline but lights are on

Imran_ruckus — Wed, 31 May 2023 15:54:06 GMT

Hi @danalbre

Greetings!!!

Thank you for the detailed information you shared.

Please reboot the Switch once by performing the below commands:

Note: Hit Enter to accept each command

enable

reload

Please check the Unleashed dashboard once the Switch comes up and let me know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app shows ap as offline but lights are on

danalbre — Thu, 01 Jun 2023 17:04:30 GMT

Hi Imran,

I just rebooted the switch per your instructions and still see the same issue on the Unleashed dashboard.

Thanks,

Dan

Re: Unleashed app shows ap as offline but lights are on

Imran_ruckus — Thu, 01 Jun 2023 18:04:00 GMT

Hi @danalbre

Greetings of the day!!!

Thank you for the response and the information you shared.

As it’s not working even after a reboot, now we may need to factory reset the APs. Please follow the below process to factory reset your APs to configure them with a new SSID.

IMPORTANT NOTE: To perform a factory reset correctly on one of the access points, you must disconnect the rest of your other access points from the "ICX-7150-switch". For example, if you have 3 access points, you should go to the switch and disconnect 2 of the cables to turn off the "2 access points" and only leave 1 connected with which we are going to work the factory reset once you configure the access point and make sure all is good, go ahead and reconnect the other Access Points back.

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.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app shows ap as offline but lights are on

danalbre — Mon, 05 Jun 2023 16:43:23 GMT

Hi Imran,

I have a few updates. First, when I was following instructions to factory reset my 2 APs, I noticed that only one AP should be acting as master, which would be indicated by the CTL light being on on that AP but not the other one. From the pictures I posted initially of both APs, the CTL light is on for both of them, does this mean they're both acting as master? I thought this might explain my initial problem with the Unleashed app. Secondly, I unplugged one AP and performed the factory reset on the second one. After I had set up the network again, I plugged the other AP back in, hoping it would recognize the first as master. However, it connected and again the CTL light came on. Now on my Unleashed app, it only shows one AP as connected, even though both are connected to the Switch and the same four lights are green on both APs. Is there any way to correct this issue? Thanks, Dan

Re: Unleashed app shows ap as offline but lights are on

Imran_ruckus — Mon, 05 Jun 2023 18:07:00 GMT

Hi @danalbre

Thank you for the response and the detailed information.

Yes, only one AP must be a master. It happens when another AP may be getting an IP address from a different subnet and both the APs work in two different Unleashed systems.

Please check your IP settings for the access point, is it set to DHCP or static? If it’s set to static IP, there could be an IP conflict, switch to DHCP and reboot AP. (Please refer to the below screenshot)

Reboot: for all the Access Points as shown in the below screenshot.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app shows ap as offline but lights are on

danalbre — Tue, 06 Jun 2023 18:23:53 GMT

Hi Imran,

It appears that was the case. When I viewed the device list from my AT&T router, I saw that one of the APs was connected as "static". I logged into the Unleashed system for that AP, changed the connection to DHCP and rebooted it. Now, it appears as DHCP on the router device list, but it is still on a separate Unleashed system from my other AP. Any ideas what to try next?

Thanks,

Dan

Re: Unleashed app shows ap as offline but lights are on

Imran_ruckus — Tue, 06 Jun 2023 19:53:52 GMT

Hi @danalbre

Greetings!!!

Thank you for the response and the update.

Please factory reset the APs once again as described previously. Perform a factory reset on the AP that you want as a Master. And after the factory reset make sure the Access Point IP settings are set to DHCP. Later you could plug/connect the other unplugged APs back to the Switch ports.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app shows ap as offline but lights are on

danalbre — Wed, 07 Jun 2023 03:11:01 GMT

Hi Imran,

I'm still running into issues here. I factory reset the AP I wanted to be master and ensured that DHCP was selected when I set up the network again. I double-checked via my router that it was a DHCP connection and then connected the other AP. However, the second AP booted up also as master (CTL light is on) and now when I check the connection of the first AP through my router, it shows as "static". Is it possible that it would switch on its own? I'm more than a little confused and generally fatigued with the whole process. Anything else I can check? Should I do another factory reset on the Switch? Can this be modified through the Switch Unleashed connection? One thing I noticed (that likely is irrelevant but maybe bears mentioning) is that there's a different logo for the Unleashed apps for each AP (see screenshots below). I assumed this should be the same for both, so I did think it a bit odd.

AP1AP2

Re: Unleashed app shows ap as offline but lights are on

Imran_ruckus — Wed, 07 Jun 2023 15:26:35 GMT

Hi @danalbre

Greetings!!!

Thank you for the response and the update.

As you have shared Two different RUCKUS Unleashed logos for AP1 and AP2, are you seeing Two different IP addresses for both the APs?

If yes, please log in to both the Unleashed systems and check the Unleashed Versions, both need to be on the same version in order to have a single Unleashed system with a Master AP and slave APs. (Please refer to the below screenshot to check the Unleashed Version).

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

Thank you again. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unleashed app shows ap as offline but lights are on

danalbre — Wed, 07 Jun 2023 20:18:05 GMT

Some progress! Yes, the APs were operating on different Unleashed versions - I'm not sure how one was updated and the other not. I went ahead and updated the one not on the latest version and rebooted it. This worked, but afterwards the power light on this AP was green and the CTL light was blinking green. I unplugged the other AP (already with latest version) and all lights lit up on the second AP. I plugged the first AP back in hoping it would connect as slave, but now it is sitting with the power light green and CTL light blinking green. Should I perform a factory reset again now that they're both using the same version?

Thanks,

Dan