topic Re: Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks in Unleashed

Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks

david_m — Tue, 16 Feb 2021 14:50:19 GMT

I recently installed 2 R550 APs in my house. It was working. I had the Unleashed app in my iphone and was able to access the network. I had a few occasions where suddenly the wifi would drop but came back with restarting the AP by removing the poe.

Last night had a power outage/surge?? Very brief but power came back. Since it came back, there is no wifi network in the available networks, I am not able to log in to the network using the unleashed app.

I tried power cycling the 2 APs by disconnecting and reconnecting the poe. I see yellow/orange for both the 2.5 and 5 Ghz but no wifi.

I have a Poweredge ER4 router. There is internet through wired connections. But no wifi connection.

Frustrating. I can not talk to support [3months basic support] because the vendor CDW apparently has to login to Ruckus that I am the owner of the APs. They have not done that. It looks it may have been cheaper and less frustrating to go Netgear or Dlink or other residential routers.

Ruckus is supposed to be rock solid and enterprise quality, but these frequent drops and wifi trouble shooting is frustrating.

Can any of you please help?

Thanks.

Re: Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks

david_m — Tue, 16 Feb 2021 14:51:57 GMT

Also, a few days ago, when the unleashed app was working, the APs were not seen in the app [seen before - it said no APs] but I had all the connected clients listed and we had wifi access. After the power surge/failure there is no more wifi access.

Re: Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks

matt_klouda — Tue, 16 Feb 2021 17:30:22 GMT

David, did you set your APs up in a mesh? Or did you set them up individually?

Don't go the netgear route, this gear is AMAZING, we just need to figure out what's going on. Let me know, I'm happy to help.

Re: Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks

david_m — Tue, 16 Feb 2021 18:36:47 GMT

Hi Matt

it was setup as master and client, hardwired. Poe powered.

I am thinking of factory (hard reset) reset and reinitiate the APs. But this is frustrating that an expensive and business class AP will be so frustrating to deal with.

My set up is very basic and home use. Just wifi nothing special, no special setups.

please advise if I am doing it right by hard reset? Since I cannot access it via the unleashed app.

Re: Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks

matt_klouda — Tue, 16 Feb 2021 18:38:39 GMT

When you look at the SSIDs being broadcast, do you have anything that says Configure.Mexxxxx (x's are characters, typically the last 6 digits of the AP MAC)? There might also be a Recover.Me floating out there.

Re: Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks

david_m — Tue, 16 Feb 2021 18:50:09 GMT

No Matt. I don’t see the network as being available for selecting the WiFi network- the one that I configured. Neither do I see configure me ssid. It just simply vanished. Not accessible via app. The 2.5 and 5 ghz is amber/yellow. Unit is powered on and green.
So don’t know how to access the AP units now.

Re: Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks

matt_klouda — Tue, 16 Feb 2021 18:52:56 GMT

Ok that's odd, if the 2.4 and 5 lights are amber, that means clients are connected. What provides your IP addresses to devices? Did you give your AP a static IP, or dynamic? I'm wondering if you can't find the IP and try to get in to the dashboard via the IP, versus unleashed.ruckuswireless.com. You might have to be hard wired to your modem or ICX.

Re: Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks

david_m — Tue, 16 Feb 2021 22:21:56 GMT

Hi Matt

Thank you for your help. I figured it out. I did not realize that I can log in to the AP using the browser. I logged in and found out the problem. I had created an AP group using my iphone app. Looks like I did not do a good job of setting it up.

When the APs powercycled due to the power failure the new AP group became effective. But the problem was I did not assign the radio range for the APs. So eventhough the AP was on clients were unable to connect due to lack of the radio range. Once I assigned the range [I realized this after looking at the default AP group], the clients automatically started to log in to the APs.

Hopefully this may help some other non-technical person like me in the future.

Now I am able to log in to the app as well. But its saying there is no APs but shows clients connected to the app!. Should I delete the app and reconnect to the APs?

Re: Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks

matt_klouda — Tue, 16 Feb 2021 22:27:21 GMT

In all honesty, I'd just get rid of the groups. They aren't necessary and are causing more harm than good. Unleashed isn't exactly designed to work with them. Large enterprise deployments need them, but that's supported in SmartZone. So that is probably your best bet.

Are you running the latest version of Unleashed, 200.9? We have tons of content on YouTube about it, and I've covered Unleashed in the home quite a bit during live streams. If you're running 200.9, you might be interested in the WiFi Calling features...I can share the link for that if you like?

Re: Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks

david_m — Tue, 16 Feb 2021 22:31:37 GMT

Hi Matt

You are a life saver. Please send me the links for all your talks. Also how do I delete the AP group that I created by mistake? Do I just log in and high light the group and hit delete?

Also re: setting up the email server. I have outlook [Office 365]. Will I be able to use the email server for alerts?

I am on Unleashed 200.9.

How do I retroactively setup social log in, in the app?

Thanks for your help.

Re: Ruckus Unleashed App lost connection to network. APs not sending wifi connection, network not seen in available networks

matt_klouda — Tue, 16 Feb 2021 22:35:51 GMT

Here is the entire playlist - just look for anything titled Ruckus at Home.

https://www.youtube.com/playlist?list=PLySwoo7u9-KKu93bAVEFHykEnfWj5oThf

Let me log in to mine and look - I've never actually created a group, so I don't know what kind of landmines are in hiding and waiting for you if you delete it.

Email will work, but I believe the only function that functionality serves is to send guest pass information, not alerts. There are probably some other means you'd need to bring in for that type of thing. Such as SNMP, or syslog.

Social login should be baked in. You can see that in guest portals when you create them.