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Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

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robert_winther
New Contributor III

‎02-02-2021 09:37 AM

I think this might be related to App permissions and the Ruckus Unleashed App not being updated Android 11:


We've sold Ruckus APs to a number of our clients, but when I try to add a new Ruckus Unleashed, using my Google Pixel 3A XL running Android 11 i  get:

"You need to be connected to an Unleashed network for remotely managing it. Do you wish to go to settings and select the right network?"

Even if I'm connected to the Ruckus Unleashed network I'm trying to add.

I have to use and older Android Tablet to add a new network to my account. It's then visible in my account, including on my Google Pixel 3A XL.

I was deploying a new Ruckus solution at a Client today, and I added the network using the 'hack' with the older Android Tablet, but when the Client tried adding the Ruckus Unleashed network he experienced the same problem, and he was using an iPhone.

My guess is that the app is not updated for the newest permission system on Android (and maybe iPhone?): I can't see the App has asked for permission to access information on a device's network state or similar, and therefore the permisson has not been granted.. 

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arsalan_habib
New Contributor III

‎02-24-2021 11:28 PM

Hi Robert,

After investigating a similar issue with another customer we found out that there is a Private DNS setting which was turned ON, because of which the unleashed.ruckuswireless.com hostname did not resolve. Can you check if this is ON for you and can you test the app by turning Private DNS option OFF please?

Image_ images_messages_603751ba129ce112e92b9782_1fe944bc917c0b539889d426f76dd0cf_PrivateDNS-6f2bb97b-6c23-4fe8-80f4-09f28112050c-427428607.png

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Wherbawi
New Contributor

‎06-18-2023 12:43 AM

I have the same problem , my network is Ruckus R320 , latest firmware ( R320_200.14.6.1.179 ) and latest firmware at my Iphone 12 ( IOS Version 16.5 )

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sanjay_kumar
RUCKUS Team Member

‎06-19-2023 02:03 AM

Hi,

The issue could be due to IOS device supporting Security DNS option. We are already aware of this issue and it will resolved in the 200.14 MR with new mobile app.

https://community.ruckuswireless.com/t5/Unleashed/Unable-To-Sign-Into-Rucked-Unleashed-App/m-p/60559...

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djohn
New Contributor
In response to sanjay_kumar

‎07-26-2023 08:16 AM

Did we fix this issue? I am still having the same problem 

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sanjay_kumar
RUCKUS Team Member
In response to djohn

‎07-26-2023 08:57 AM

Hi @djohn 
Unleashed version 200.14.6.1.199 is already available with the fix. However, new mobile app for IOS device is yet to release and it got delayed as we are addressing some additional issues.

I will keep the thread updated as soon as we have ETA on this.

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sanjay_kumar
RUCKUS Team Member

‎08-15-2023 07:15 PM

Hi All,

Unleashed app for IOS and Android has been released with the fix. The app is available on Apple store and Play store.
Please make sure that the APs are upgraded to the latest version as well 200.14.6.1.199.

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