topic Re: Upgraded to newest firmware and Ruckus access points are working inconsistently in Unleashed

Upgraded to newest firmware and Ruckus access points are working inconsistently

twilso21 — Sat, 05 Nov 2022 21:55:43 GMT

Earlier this week, Ruckus had an update for their mobile app come through. I updated my mobile app. I checked my Unleashed app to make sure my network was good. I got a notice to upgrade our APs (model r510) to the newest firmware (version 200.13). I did that. Immediately we noticed the internet connection has become more inconsistent. Examples - webpages on computers and phones taking way longer to load, apps not working smoothly, etc. I did re-boots and restarts to both of our Ruckus access points. No success. I switched to our AT&T wifi coming straight from the AT&T router, it works smoothly and have none of the above issues. When I am on my Ruckus Unleashed dashboard, I am getting notice for a "pending" notice for a Router (ICX7150-C12 Router) and it is asking for another login for a "Switch" username and password

What can I do to help resolve this issue? We are a Lennar home, have 2 Ruckus access points, and have had no issues up until now.

Re: Upgraded to newest firmware and Ruckus access points are working inconsistently

twilso21 — Sat, 05 Nov 2022 21:57:03 GMT

Re: Upgraded to newest firmware and Ruckus access points are working inconsistently

Vineet_nejwala — Mon, 07 Nov 2022 14:24:04 GMT

@twilso21

Thank you for notifying this issue. Since this would need us to setup a remote to debug can you please file a Ruckus support ticket via https://support.ruckuswireless.com/contact-us and an Support engineer would help assist over WebEx. Please attach the Unleash support log and debug log while opening the case.

a) Navigate to Admin & Services > Administer > Diagnostics and download the debug log.
b) Unleashed > Access Points > Select that AP --> On Right panel you will see "Show system info" , click on that it will show "Save log" click on that you will be able to download the AP support log file.

Best Regards

Vineet

Re: Upgraded to newest firmware and Ruckus access points are working inconsistently

twilso21 — Mon, 07 Nov 2022 16:08:45 GMT

@Vineet_nejwala Just tried to do that and was denied by Ruckus. Why can't I get anyone to simply help???? This is affecting my work from capability and Ruckus is acting very unprofessionally to even try to help.