topic Re: Ruckus mobile app and web browser not working in RUCKUS Support for Lennar Homes

Ruckus mobile app and web browser not working

MF — Tue, 13 Jun 2023 22:34:45 GMT

As many other have mentioned, I am currently unable to login to the Ruckus mobile app or web browser unleashed.ruckuswireless.com. This started a few days ago. I keep getting an error message that my device isn’t connected to the Ruckus Unleashes network, even though I am connected. I am able only to log into the dashboard via the Ruckus router IP address. The network is working fine, router, switch, and 2 APs are connected. It’s just the mobile app and web browser. What is going on and how can this be fixed?

Re: Ruckus mobile app and web browser not working

Imran_ruckus — Tue, 13 Jun 2023 22:53:29 GMT

Hi @MF

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the detailed information you shared.

As per the case description, I could understand that your Unleashed App is not working.

If you haven’t tried Accessing Unleashed on a web browser via 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: Ruckus mobile app and web browser not working

MF — Tue, 13 Jun 2023 22:58:18 GMT

Yes, I am able to log into with the IP address of the router to access the dashboard.

Re: Ruckus mobile app and web browser not working

Imran_ruckus — Tue, 13 Jun 2023 23:02:52 GMT

Thank you for the response and the information.

Please confirm what is the unleashed firmware version. Which mobile device (Android, IOS) you are trying to connect with the unleashed app?

1. Uninstall the Mobile App on the cellphone and try again.
2. Try to Log in using credentials for Google or Facebook, etc.
3. Test with another cellphone available.

4. Please check if the "Enable Mobile App remote Management" option is enabled on the unleashed controller. (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: Ruckus mobile app and web browser not working

MF — Tue, 13 Jun 2023 23:25:12 GMT

Yes, I’ve tried all of those options and the mobile app remote management is selected on the dashboard. It still won’t connect to BOTH the app or web browser on a separate computer using unleashed.ruckuswireless.com. It ONLY works using the current IP address of the router. There are several others who have this issue. There must be a relationship to something with the site being blocked, etc.

Re: Ruckus mobile app and web browser not working

Imran_ruckus — Wed, 14 Jun 2023 00:00:24 GMT

Hi @MF

Thank you for the response and the information you shared.

Yes, many other users are experiencing the same issue. We are working and checking on it internally.

Meanwhile, could you please let me know?

1. If you tried to install the Unleashed application on another device and log in?

2. Have updated your device (iOS or Android) before experiencing this issue?

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: Ruckus mobile app and web browser not working

MF — Wed, 14 Jun 2023 00:07:28 GMT

Hello. I did not install the app on another device but again, did try to use the same link that the app goes to on a computer and it didn’t work. I did not recently update the device. Everything was working fine a few days ago.

Re: Ruckus mobile app and web browser not working

vitalgovernor — Wed, 14 Jun 2023 05:06:21 GMT

Hello, I have been having exactly the same issue.

Re: Ruckus mobile app and web browser not working

Bcliff8285 — Wed, 14 Jun 2023 12:22:20 GMT

Since this is apparently effecting many users and probably a lot more than we realize can RUCKUS look into this internally to see what the global issues are with the platform?

Re: Ruckus mobile app and web browser not working

Imran_ruckus — Wed, 14 Jun 2023 17:45:43 GMT

Hi @MF

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: Ruckus mobile app and web browser not working

MF — Wed, 14 Jun 2023 23:38:26 GMT

Didn’t work. I found what looks like the master AP IP and it logs in on a browser on my computer to the same IP as the router which allows me to log in. However, when I try those IPs in the mobile app as instructed the error message says “Login failed. Destination IP is not available”.

Re: Ruckus mobile app and web browser not working

Imran_ruckus — Thu, 15 Jun 2023 00:01:48 GMT

Hi @MF

Greetings!!!

Thank you for the response and the update.

Please check the MASTER IP Address once again. Refer to the below screenshot to know your MASTER IP Address on the Web Unleashed system.

Once you confirm your MASTER IP Address, please follow ALL the 4 STEPS carefully, as explained in my previous post.

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: Ruckus mobile app and web browser not working

MF — Thu, 15 Jun 2023 00:24:55 GMT

Thank you. I found that the IP I was using (it changes because it is dynamic) is for the Master AP. Again, it allows me to log into the network on my web browser. But when I use that number as the destination for the app I am unable to log in.

Re: Ruckus mobile app and web browser not working

Imran_ruckus — Thu, 15 Jun 2023 15:24:26 GMT

Hi @MF

Greetings!!!

Thank you for the response and the information.

Please Uninstall and Install the App again.

It should work with the Master Access Point IP Address, please make sure you are connected to the same RUCKUS Wi-Fi network on your App Mobile when you put and check the Master IP Address as the destination IP.

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

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus mobile app and web browser not working

MF — Fri, 16 Jun 2023 01:19:47 GMT

Thank you, I was finally able to log into the app. My only question is how to manage this when the dynamic IP resets. Will the unleashed.ruckuswireless.com come back? Seems like logging into the IP is a short term solution?

Re: Ruckus mobile app and web browser not working

Imran_ruckus — Fri, 16 Jun 2023 15:08:49 GMT

Hi @MF

Greetings!!!

Thank you for the response and the update.

Please note that it’s a one-time process to log in to the App using this process and that’s the reason while configuring the Master AP IP address as Destination IP Address, we requested to make sure to connect your App device to the RUCKUS Wi-Fi network.

Later it will work even after getting different IP Addresses assigned to the devices dynamically by your ISP (Internet Service Provider) Router.

NOTE: Please feel free to mark the troubleshooting post as ACCEPTED SOLUTIONS.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus mobile app and web browser not working

MF — Fri, 16 Jun 2023 15:13:16 GMT

How will this work with different IP addresses? Once the IP changes I’ll need to check it with my ISP dashboard and do this again. I already had to change it to a new IP THIS MORNING on the app. Seems like a short term fix, not a long term solution. And the unleashed website still doesn’t work.

Re: Ruckus mobile app and web browser not working

Imran_ruckus — Fri, 16 Jun 2023 17:04:12 GMT

Hi @MF

Thank you for the response and the information.

As we have checked this internally, we have this workaround for now. This is happening mostly on iOS devices. And this may be fixed in the upcoming release version.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus mobile app and web browser not working

Imran_ruckus — Thu, 22 Jun 2023 18:56:10 GMT

Hi @MF

Greetings!!!

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 a post previously.

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: Ruckus mobile app and web browser not working

MF — Thu, 22 Jun 2023 19:28:37 GMT

Thank you very much. The workaround works but since the IP for the master AP is dynamic I have to change it frequently. Is there a way to make it static?