topic Re: Unable to log on to Unleashed phone all in RUCKUS Support for Lennar Homes

Unable to log on to Unleashed phone all

Bcliff8285 — Sun, 11 Jun 2023 17:34:00 GMT

I am suddenly unable to log on to the Unleashed phone app. Any idea how to resolve this?

Re: Unable to log on to Unleashed phone all

raymond_jender — Sun, 11 Jun 2023 17:47:25 GMT

I did not know there was an Unleashed phone app???

Re: Unable to log on to Unleashed phone all

Bcliff8285 — Sun, 11 Jun 2023 17:48:49 GMT

Yep

Re: Unable to log on to Unleashed phone all

Imran_ruckus — Mon, 12 Jun 2023 15:48:49 GMT

Hi @Bcliff8285

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I could understand that you are unable to login into Unleashed App.

Could you please let me know if you can log in to Unleashed system via a web browser? (Please refer to the below screenshot)

Please confirm 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: Unable to log on to Unleashed phone all

shomari — Tue, 13 Jun 2023 04:22:32 GMT

Same issue I have noticed recently with my Apple iPhone (IOS 16.5) and my MacBook. The IPhone says "You are not connected to Unleashed network. Go to Settings?" even though I am on the Wifi network with the Ruckus. On the MacBook when going to unleashed.ruckuswireless.com it brings up a message "Attention! Your device isn't connected to the RUCKUS Unleashed network". It seems numerous people have been having the same issue in the past couple days. Is there any resolution?

Re: Unable to log on to Unleashed phone all

Bcliff8285 — Tue, 13 Jun 2023 12:23:36 GMT

Hi Imran,

I am also unable to log into the web browser you provided.

I did try on my phone app this morning and again I am unable to log in.

Thank you,

Bruce

Re: Unable to log on to Unleashed phone all

Bcliff8285 — Tue, 13 Jun 2023 12:28:05 GMT

same issue for me with the web browser.

Re: Unable to log on to Unleashed phone all

Imran_ruckus — Tue, 13 Jun 2023 15:59:58 GMT

Hi @Bcliff8285

Greetings of the day!!!

Thank you for the response and the information you shared.

At this point, I would suggest factory resetting your Access Points. Please follow the below process to factory reset your APs to configure them with a new Wi-Fi 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 and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unable to log on to Unleashed phone all

Bcliff8285 — Tue, 13 Jun 2023 16:25:36 GMT

I tried this last night and it did not work. I have to wonder if this is an APP and Login issue that is more global than you realize. A lot of users are posting this same issue.

Re: Unable to log on to Unleashed phone all

Imran_ruckus — Tue, 13 Jun 2023 18:32:17 GMT

Hi @Bcliff8285

Thank you for the response and the update.

Could you please try to find the IP address of the Access Point and try to check it on a browser? Please refer to the below guide to find the IP address.

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

You should see the below Unleashed dashboard after finding IP Address of the AP. Try to log in on the same.

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: Unable to log on to Unleashed phone all

turbom3za — Wed, 14 Jun 2023 08:02:08 GMT

The App issue started a while back, failed authentication. Now since the last update browsers not working, going to try find the IP of the AP and connect directly. What is the official Ruckus take on this?

Re: Unable to log on to Unleashed phone all

Imran_ruckus — Wed, 14 Jun 2023 17:47:19 GMT

Hi @Bcliff8285

Greetings!!!

Thank you for the response and the update.

Once you find and can log in via the IP Address of the Unleashed Master Access Point on a web browser, please try the below steps.

1. Make sure you are connected to the RUCKUS Access Point Wi-Fi Network.

2. Click on ‘change login destination’. (Please refer to the below screenshot)

3. Put your Unleashed MASTER Access Point IP Address as ‘Destination IP’ and save it. (Please refer to the below screenshot and 0.0.0.0 is just an example)

4. Now try to log in to Unleashed App using your credentials.

Please check and confirm.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unable to log on to Unleashed phone all

Imran_ruckus — Thu, 22 Jun 2023 18:58:34 GMT

Hi Team.

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Apologies for the inconvenience caused.

PLEASE NOTE: This is a known issue on which we are working with our Engineering Team internally. And This issue is expected to be fixed in the upcoming Unleashed version 200.14 software release and the App Release.

The estimated Time of Arrival (ETA) for the release is Mid of July 2023.

For now, please refer to the workaround, that will be using the IP Address of Master AP as described previously and explained once again in the below process.

If you haven’t tried Accessing Unleashed on a web browser via the IP address of the Access Points, could you please try to find the Master IP address of the Access Point and try to check it on a browser? Please refer to the below guide to find the IP address.

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-Device...

You should see the below Unleashed dashboard after finding the IP Address of the AP. Try to log in

Refer to the below screenshot to know your MASTER IP Address on the Web Unleashed system.

Once you find and can log in via the IP Address of the Unleashed Master Access Point, please try the below steps.

1. Make sure you are connected to the RUCKUS Access Point Wi-Fi Network.

2. Click on ‘change login destination’. (Please refer to the below screenshot)

3. Put your Unleashed MASTER Access Point IP Address as ‘Destination IP’ and save it. (Please refer to the below screenshot and 0.0.0.0 is just an example)

4. Now try to log in to Unleashed App using your credentials.

Please follow ALL 4 STEPS as explained above.

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.