topic Re: Unleashed App not working - iPhone and Browser in RUCKUS Support for Lennar Homes

Unleashed App not working - iPhone and Browser

vikram_satya — Sat, 10 Jun 2023 20:05:21 GMT

My switch had some issues which I was able to resolved, now I am not able to login to unleashed app on my iPhone nor I am able to login through the URL (https://unleashed.ruckuswireless.com).

iPhone - (1) I deleted and reinstalled the app, so I have the latest version now (2) logged in using a social media account (3) have the latest version of the iOS version

Browser - I get an error message (Attention! Your device isn't connected to the RUCKUS Unleashed network) when I am actually connected to the unleashed WiFi SSID.

Appreciate any help if you have seen anything similar.

Thanks

Re: Unleashed App not working - iPhone and Browser

jm123 — Mon, 12 Jun 2023 01:48:32 GMT

I just found a solution that worked for me: I went into Terminal on my Mac and used arp -a as the code; this generated a list of all IPs on my home network. I started just copying each of the IPs into a new browser window and one brought me to the Unleashed log in page.

Re: Unleashed App not working - iPhone and Browser

Imran_ruckus — Mon, 12 Jun 2023 15:59:10 GMT

Hi @vikram_satya

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 log in to Unleashed app.

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, showing the light status and the cable connections to the Switch ports)

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 and cable connections to the Switch ports. 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 ALL the above queries or let us 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 not working - iPhone and Browser

vikram_satya — Tue, 13 Jun 2023 00:50:50 GMT

Hi @jm123,

Thanks for your suggestion. I tried the arp - a command and it returned 10 IP's back and I tried all of them but was unsuccessful with all the IPs. Let me know if you have any other ideas.

Re: Unleashed App not working - iPhone and Browser

vikram_satya — Tue, 13 Jun 2023 01:06:32 GMT

Hi @Imran_ruckus,

Thanks for your response.

1. It was working before on the mobile app (iPhone) and the browser without any issues. Two things happened - (1) The switch rebooted Friday midnight and after that the AP's did not reboot and was stuck - only the power and control lights were green but not the others (2.4 and 5.0 Ghz) (2) I upgraded my iOS to the latest version (16.5) last week but did not login to unleashed after the upgrade.But the url for unleashed on browsers (Safari, Chrome) is also not working which surprises me and I have tried this on 2 Mac laptops and the responses are the same.

(2) All active ports and other lights on the switch are green - this was the case before the issue as well.

(3) Internet connection from the service provider is working fine and I have checked the connection/speeds from the switch and the router as well - it is working as it should.

(4) I have 2 AP's and I see green lights on all the AP's (PWR, 2.4 and 5.0 Ghz) as it used to be before, no changes. One AP is a master so it has the control (CTL) led green while the other does not have this on. AIR led on both AP's are not lit.

Re: Unleashed App not working - iPhone and Browser

jm123 — Tue, 13 Jun 2023 01:36:02 GMT

Sorry, gave up after that worked for me.

Re: Unleashed App not working - iPhone and Browser

Imran_ruckus — Tue, 13 Jun 2023 15:15:55 GMT

Hi @vikram_satya

Greetings of the day!!!

Thank you for the response and the information you shared.

As per the light status of the Switch and the APs you explained, they seem to be working fine. 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: Unleashed App not working - iPhone and Browser

vikram_satya — Tue, 13 Jun 2023 21:18:24 GMT

Hi @Imran_ruckus

Thanks for your response.

Just to clarify before I reset the AP's - currently switch and AP's are working fine, are you suggesting by doing a factory reset of the AP's I will be able to login to the unleashed app (iPhone) and the url on the browser as well?

Re: Unleashed App not working - iPhone and Browser

vikram_satya — Tue, 13 Jun 2023 21:21:20 GMT

Hi @jm123

I have 30+ devices connected to the AP's but when I ran the arp - a it showed only 10 IP's and I am now wondering why it's not showing all. Is it supposed to show all the IPs?

Re: Unleashed App not working - iPhone and Browser

jm123 — Tue, 13 Jun 2023 21:24:44 GMT

Unfortunately don’t really know though i suspect that is part of the issue. I think Ruckus somehow broke the redirect from the unleashed.ruckuswireless.com page to the IP. So when you actually get the direct IP that it works. I had stumbled on your post while I was troubleshooting my setup (though I’m not in a Lennar home and mine is just a personal setup I created myself as a non IT person). But then I found another post with the IP suggestion and that worked.

Re: Unleashed App not working - iPhone and Browser

Imran_ruckus — Tue, 13 Jun 2023 22:01:42 GMT

Hi @vikram_satya

Greetings!!!

Thank you for the response and the information you shared.

Before we factory reset, if you haven’t tried Accessing Unleashed on a web browser using IP address of the Access Points, 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 the IP Address of the AP. Try to log in

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 not working - iPhone and Browser

Imran_ruckus — Thu, 22 Jun 2023 19:01:12 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 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.