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iOS mobile app unable to login to manage Unleashed network.

sanjay_kumar

Issue:
When iOS mobile users tries to login to Unleashed app using the admin credentials, the authentication gets failed with the error "You are not connected to Unleashed Network. Go to Settings"
This issue is affected for iOS devices only, Android app works fine.

Root Cause:
The issue is due to the Security DNS introduced in the IOS. The new IOS versions support security DNS, but our AP's dnsspoof can work for our fixed domain Unleashed.ruckuswireless.com. When mobile App use this domain to access the master AP, it fails.

Fix:
The issue is addressed in the latest Unleashed version 200.14.6.1.199 and with the new iOS mo
https://support.ruckuswireless.com/software/3780-ruckus-unleashed-ap-200-7-mr-refresh8-software-for-r310
bile app.
You need to upgrade the AP and the IOS app to resolve the issue.

We have also released a 200.7 MR version to fix the issue on older AP models.
Ruckus Unleashed AP 200.7 (MR Refresh8) : 200.7.10.202.145
Check out the release notes for the AP models supported.
https://support.ruckuswireless.com/software/3780-ruckus-unleashed-ap-200-7-mr-refresh8-software-for-r310

Since the mobile app is not working in order to upgrade the AP, you can use the below options to access the AP.
1. Open the browser and access the AP's IP address >> enter the admin credentials >> Upgrade the AP firmware to 200.14.6.1.199
2. Use a PC to access the AP.

Below is the complete steps for accessing the AP from PC:

Please connect your laptop/PC to the Unleashed SSID Or to the LAN network where the AP is connected.
If you are connecting to LAN, Make sure the Laptop has same IP range as AP’s.
Open browser and enter address https://unleashed.ruckuswireless.com Or use AP’s IP address.
Login with your Unleashed username and password.
Once successfully logged in go to Admin & Services -> Administration >> Upgrade >> Select the firmware version 200.14.6.1.199 and upgrade.
Or, you can also use “Local Upgrade” option if you have the 200.14.6.1.199 firmware downloaded from the support site.

Regards,
Sanjay Kumar

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Accepted answers

All comments

eric_hutchens

I am a Lennar user, currently running 200.7 firmware on my R510 AP s. I tried to follow the instructions here for upgrading firmware to 200.14, but when logging into the Master AP through my desktop web browser (Admin & Services > Administration > Upgrade), it wont initiate the search for firmware upgrades --- everything just sits there, greyed-out. I tried doing a manual login through the Unleashed app (iOS), and doing the firmware upgrade that way, but the screen I end up at recommends that I update to 200.14 but it lists 200.9 (three times!) as the only option available! Can I update my R510 APs to 200.14?

sanjay_kumar

Hi @eric_hutchens
Can you download the below software for R510 and do the upgrade using "Local Upgrade" option? Please do this via PC.
https://support.ruckuswireless.com/software/3672-ruckus-unleashed-ap-200-14-ga-refresh-software-for-r510

eric_hutchens

I will try this. I have 2 R510s in my house (Master/Member) --- do I just do the upgrades one at a time, or is there anything special I need to do since I have two of them to worry about?

sanjay_kumar

Hi @eric_hutchens
If both the R510s are connected as Master-Member, you just need to login to the Master and do the upgrade, it will do the upgrade for the rest of the connected APs.

GregR

Hello,

I tried option 2, connecting my PC to the Master AP. I have connected my laptop to the Ruckus network SSID. When I open a Firefox or Chrome Browser window and try to go to https://unleashed.ruckuswireless.com/ I get warnings from both browsers that this site is not secure and am cautioned not to go to this site. Can/should I go to this address regardless of these warnings?

Also, I earlier tried option 1 when this issue was first described in June. I used one of the public tools (Advanced IP Scanner) to try to find the Master AP's IP address but it was confusing.I get the following Ruckus named devices:

1 - Name 192.168.1.125/ IP Address 192.168.1.125/ Manufacturer Ruckus Wireless/ MAC Address 90:3A:72:1A:0E:00

2 - Name Greggo.lan/ IP Address 192.168.1.191/ Manufacturer Ruckus Wireless/ MAC Address 90:3A:72:19:5F:60

Which of the above two is the Master AP's IP address?

I also get the Switch information: Name ICX7150-C12-Switch.lan/ IP Address 192.168.1.33/ Manufacturer Brocade Communications Systems LLC/ MAC Address 60:9C:9F:E6:87:D2

How should I proceed with either option 1 or 2 in light of the above?

GregR

sanjay_kumar

Hi @GregR
In Option 2, you can ignore the warning and proceed to access the URL, as the SSL cert loaded is a default certificate so that warning.

With the option 1, I guess you have 2 APs connected to the Unleashed network, if you are not aware of the Master's IP, then you can access both IP address, only Master IP will give you the GUI.

GregR

Hello,

I proceeded with option 2 and used the https://unleashed.ruckuswireless.com/ link to access my Ruckus network. My Master AP was clearly labeled. I went to the admin option, downloaded the latest firmware from the Ruckus website and waited for the install to complete. I now have access to my Ruckus network through the Unleashed app.

I have two follow up questions.

1. When I now open the unleashed app I am getting a message that there is a newer app version available for download but the version I have installed on my iPhone is the latest version of the app. Why is this app version upgrade notification appearing?

2. When I am in the Unleashed app I can clearly see my two APs and the clients connected to them, however I see no switch. I have a Ruckus ICX 7150-C12P switch. Why is it not showing up as a switch in the Unleashed app?

sanjay_kumar

Hi @GregR
For the 1st question, can you check the version which is already installed? It should be 11.138.1, this has the fix for the iOS mobile app with regards to security DNS issue.
We have released a latest mobile app which is 11.140.1 which has update on the Facebook issue.

For the question 2, is this a Lennar home setup? If not can you open a support case so that we can check on this?

For the second

jwaldeck

I'm having this issue on my iPhone. I hadn't tried accessing the app for a while but was having some wifi issues last night and tried to log in, but I get the error that I'm not connected to an unleashed network. The app version is 11.140.1 and I upgraded my access points through my laptop at unleashed.ruckus.com to 200.14.6.1.203, but the issue is still occuring.

Edit: Nevermind, I'm an idiot, my phone never reconnected to my network after the upgrade, I hadn't noticed that. After connecting manually to my network, it's working fine now.

NickH

Hi Sanjay, I have the same issue but am running 4 x R310s. Current firmware is 200.7.10.202.127 and online update only gives me two options to update to, 200.7.10.202.141 and 200.7.10.202.145. Can you please confirm which of these I should update to to fix the IOS issue? My App is already showing version 11.140.1. Many thanks, Nick

sanjay_kumar

Hi @NickH
We have covered the IOS DNS issue on the older models which are not able to upgrade to 200.14.
So you should upgrade to the latest 200.7 version 200.7.10.202.145 which has the fix.

Make sure you also upgrade the IOS mobile app to the latest version too.

Here is the release notes for your reference.
https://ruckus-support.s3.amazonaws.com/private/documents/4605/Unleashed-200.7.10.202.145-Refresh-8-Release-Notes-RevA-20230911.pdf?AWSAccessKeyId=AKIAJM3QLNNKLOV235TQ&Expires=1695020214&Signature=5jFx91f4HpGFBC9AfTlHDXVT570%3D

NickH

Many thanks Sanjay, now resolved. Really appreciate the guidance. Nick

sanjay_kumar

Hi @NickH
Glad to hear that it is working fine.

Blockhead

Thanks, Sanjay, for the guidance.

I'm putting this out here to potentially help other affected owners. The system pre-installed in my Lennar home consisted of an ICX 7150-C12P switch and two R510 access points.

My IOS Unleashed app had failed for some time with the "not connected to unleashed network" error. Deleting/reinstalling the app would not resolve.

What worked for me...
From a computer on my local network, I logged into the Ruckus switch at unleashed.ruckuswireless.com. From the main dashboard, I navigated to ADMIN & SERVICES > ADMINISTRATION > UPGRADE. I could view my current firmware version there, check for updates, and start the upgrade process. The latest version was 200.14.6.1.203. I started the download/upgrade process and stepped away for about 15 minutes. i returned to a refreshed unleashed.ruckuswireless.com login page. Once back in, I could verify that the switch and APs were at the new firmware version.

I tried logging in from the Unleashed IOS app. Instead of that "not connected" error, I got a notice to upgrade the IOS app. I acknowledge, the app updates, and I'm able to get back in using the app. All appears well again.

sanjay_kumar

Hi @Blockhead
Thanks for updating the info, this is indeed helpful.

Hi Sanjay, Great to see the fix. Just wondering what we do for some of our customers with older access points e.g. R310 that cant be upgraded to the version you suggest?

sanjay_kumar

Hi @BH
For older mobiles, we did released a MR version on 200.7 which includes this fix.

Ruckus Unleashed AP 200.7 (MR Refresh8) : 200.7.10.202.145

Here is the software link:
https://support.ruckuswireless.com/software/3780-ruckus-unleashed-ap-200-7-mr-refresh8-software-for-r310

Here is the releases notes:
https://ruckus-support.s3.amazonaws.com/private/documents/4605/Unleashed-200.7.10.202.145-Refresh-8-Release-Notes-RevA-20230911.pdf?AWSAccessKeyId=AKIAJM3QLNNKLOV235TQ&Expires=1698978637&Signature=evZKfcXh54Bo9ZHM%2BYK78lcjukg%3D